Breaking the Ice with Conversational Commerce

The Bot Revolution: Introducing Bcommerce

In 2016, Facebook sent shockwaves through the ecommerce space when they announced the new “Bots for Messenger” API during their F8 conference. As described by Facebook, “Bots can provide anything from automated subscription content like weather and traffic updates, to customized communications like receipts, shipping notifications, and live automated messages all by interacting directly with the people who want to get them.”

For “Bot”ter or Worse

Clearly, there are benefits to leveraging chatbots for your business. To be able to automate a certain portion of your online sales so that customers can get answers to their questions and complete their transactions without a human needing to intervene is something that all ecommerce companies should get excited about. But with the pros also come cons.

Bots vs Humans: Who Prevails?

Ultimately, ecommerce companies who leverage the strength of both bots and humans in unity stand to benefit the most. Chatbots can be much more efficient when it comes to smaller more repetitive tasks like tracking SKU numbers, retrieving basic account or billing information whereas a human representative would normally have to spend prolonged time fetching the data manually. However, when determining message tone or nuances is critical — the human touch still reigns supreme.

Final Thoughts

According to eMarketer, nearly 1.5 billion consumers used messaging apps in 2015 and that number is expected to increase to 2 billion by 2018. With so many engaging with these apps, it should come to no surprise why so many brands are embracing bots to supplement their online sales. By reducing the time and number of steps it takes for a customer to get the information they need to complete their purchasing journey without sacrificing the personalized emotion that humans provide, you’re well on your way to maximizing revenue growth and efficiency.

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Digital Problem Solver. Opinionated Agitator. Lover of Ideas. Whiskey & Sneakers 🥃👟

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