The Pros and Cons of Conversational Commerce

Conversation is a core part of the buying process, whether you’re asking the wine clerk what red she recommends or messaging a store owner on Facebook to see if they sell gift cards.

I’m sure you’ve visited a website and had a chat box pop up, asking if you needed help or offering to start a conversation. Chances are, the “person” with whom you’re speaking isn’t human.

A chatbot allows business owners to provide responses and solutions – and even generate leads and sales – 24/7 through automated customer service live chat. According to IBM, up to 80% of routine customer service questions could be answered by a chatbot.

 

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