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How to Use Conversational Commerce for Customer Support (with Examples!)

Written by
Team LimeChat
Published on
December 30, 2022

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If you’re an eCommerce business owner, you know that customer support is key to growing your company. But what if it could be more than that?

Customer support can be the difference between losing customers and gaining them. It can boost sales and drive traffic to your website. It’s the first line of defense against churning customers, and it’s an opportunity to ensure they have an amazing experience every time they interact with your brand.

But how do you get there? How do you turn customer support from just another part of your business into something that actually helps your bottom line?

Well, one way is by using conversational commerce for customer support.

Conversational commerce is the wave of the future in customer support. It’s not just about using chatbots and voice assistants; it’s about creating a dialogue with your customers that helps them find answers to their questions quickly and easily.

In fact, a recent study showed that half of all customers prefer to interact with a chatbot or virtual assistant over any other method of reaching out for help.

In this brief guide, we’ll show you how conversational commerce can boost sales and improve customer satisfaction by ensuring that every customer interaction is personalized for each user.

Benefits of Conversational Commerce for shoppers

How consumers interact with businesses is changing—and it’s happening faster than ever. The rise of chatbots has led to the proliferation of conversational commerce, or e-commerce, through natural language conversations between customers and businesses.

According to a recent study, 85% of online shoppers are willing to communicate with a brand via chat or messaging. And there’s a good reason for that: communicating with customers via messaging can boost your sales by over 30%.

The benefits of conversational commerce are clear: it’s more convenient than traditional e-commerce, offers better personalization, and provides a more personalized customer experience. All in all, it has the potential to be a game changer for customer service—and it already is!

With the rise of chatbots, users can communicate directly with their favorite brands via messaging apps. This can be great for your brand because you don’t have to worry about staffing costs and getting a live person on the phone, but it also helps you get closer to your customers.

How can conversational commerce improve customer support and service

It’s no secret that customer service is a key component of business success. In fact, studies have shown that 73% of consumers will not return to a business after a bad experience with customer service.

The best customer service is when customers don’t even know they’re being served.

It sounds counterintuitive, but conversational commerce has the power to completely revolutionize your business’s customer service. It’s not just about making it easier for customers to interact with you; it’s about making them feel like they’re interacting with a friend.

Conversational commerce is all about making your customer experience more human. It’s about giving your customers the ability to talk to you and allowing them to do so in a way that feels natural and comfortable for them.

But why does conversational commerce matter? Because it helps you provide better customer service! Here are three reasons why we think conversational commerce is going to make all the difference when it comes to providing stellar customer service:

1. Provide personalized experiences in customer service

Customer service is often a big pain point for companies, especially when it comes to providing fast and accurate responses to customers’ questions. In fact, many companies struggle with how to keep up with the sheer volume of questions coming in from their customers.

Conversational commerce can help solve this problem by allowing companies to offer individualized answers based on what each customer needs right now. For example, if a customer asks about a product that’s out of stock, you can provide them with the option to get notified when the product becomes available again or purchase another similar product if they prefer. All this can happen without hiring more staff or dedicating more time and resources.

Conversational commerce allows you to personalize your interactions with customers, which will help you provide them with a better experience. You can adapt your messages based on what they’ve already said, or even on what they’re saying now. You can also find out what they want, and give it to them—and all without ever having to leave the conversation!

2. Resolve issues faster

Conversational commerce is helping businesses resolve customer issues faster than ever before. Instead of waiting on hold, customers can get their questions answered by a chatbot or human agent in real-time, making it easier for them to get their questions answered.

You can respond faster and more accurately than ever before with conversational commerce, which means you can take care of customers right away, every time.

3. Provide excellent real-time customer support

In today’s online world, customers expect a seamless experience across all stages of their purchase journey. From product selection to final payment and everything in between, customers are looking for real-time support from businesses.

Conversational AI offers this support via virtual assistants that can answer questions and concerns instantly. With an always-on chatbot, customers can get answers from the brand they interact with online at any time of day or night.

4. Improve customer satisfaction

Conversational commerce has the potential to turn your customers into raving fans.

When you use conversational commerce, you can actually improve your customer satisfaction by listening more closely than ever before. You can ask them questions about their preferences, their needs, and their concerns—and then tailor your responses based on those answers. That means that when someone contacts you with an issue or concern, they’ll feel heard from the get-go—and more likely to stick around for future purchases.

This not only turns out to be a major driver of loyalty and sales, when customers are satisfied with your service, they’re more likely to recommend you to others—which means more sales for you!

5. Get real-time feedback from customers

One of the most powerful ways to improve customer service is to get real-time feedback from customers. That’s where conversational commerce comes in: with conversational commerce, you can have a conversation with a customer who has just purchased your product or service, and ask them questions about their experience with your company.

You’ll be able to get direct feedback on your product or service, which means you can develop a better understanding of what works and doesn’t work, and make changes based on that information.

This can help you improve your business in many ways, including by making sure that your products are meeting customer needs, improving the way they’re delivered through more effective shipping methods (like same-day delivery), and getting better at delivering what customers want when they want it—whether that means ordering before noon or having an item delivered within two hours of purchase.

Examples of conversational commerce for customer support

1. Dollar Shave Club

Dollar Shave Club keeps its 24/7 chatbot simple. Visitors can either select one of the common topics listed in their chatbox or ask their own questions. The bot provides quick answers to FAQs, making the buying process becomes more convenient and helping to increase customer satisfaction.

The chatbot is a great example of how businesses can use artificial intelligence to design more streamlined customer experiences. By keeping things simple and focused on the most common issues, Dollar Shave Club has been able to provide customers with better service at any time of day or night.

Conversational Commerce for Customer Support example by Dollar Shave Club

2. Clinique

Clinique has been a leader in the beauty industry for decades, and their focus on customer service has helped them create loyal customers that love its products.  The brand leverages conversational commerce to offer additional product support by offering personalized product recommendations.

Clinique allows users to connect via Facebook Messenger, text messaging, or video chat. Including video chat in their customer support allows the brand to deliver an extremely personal experience. Considering the type of products that they sell, the use of video is ideal for sharing skincare advice and makeup tips.

In addition to making purchases through chatbots, Clinique’s chatbot uses this as an opportunity to provide valuable customer service. For example, if someone has a question about the product they are using or what’s best for their skin type, they can ask those questions via chatbot without having to go through a phone call or email exchange with a customer service representative. This saves time and money for both parties involved while providing an excellent way for consumers to get answers to their questions instantly while feeling more connected with the brand they love!

Conversational Commerce for Customer Support example by Clinque

3. Lego

Lego is a great example of how to use conversational commerce to direct visitors to the right page. They also offer visitors the chance to type in their own questions.

This allows Lego to provide answers that are tailored specifically to each person’s needs, which is something that can be difficult when you have a website that has many different pages that cover various topics.

It also helps personalize the experience for each visitor. This makes them more likely to continue using the site and come back for more information.

Conversational Commerce for Customer Support example by lego

4. Natori

Natori uses Facebook Messenger to personalize the customer experience for visitors.

For example, if you leave a comment on their page asking for recommendations, they will reply with a personalized list of suggestions based on what you have mentioned in your comment.

Natori also provides standard responses to common questions like “Can someone assist me?” and “Can I check availability of an item”, but they can also share recommendations. All you need to do is let them know what you’re looking for in particular and they will send you recommendations.

Conversational Commerce for Customer Support example by Natori

Explore Conversational Commerce with LimeChat

Conversational commerce is a powerful tool for engaging with customers and providing them with the information they need to make informed decisions. It’s also a great way to create more personal connections between your business and its customers.

There’s no doubt that conversational Commerce is the future of customer support. And if you want to make your business a part of it, then you need to start exploring the right tools now.

LimeChat is an easy-to-use platform for building chatbots and managing conversations with customers. It’s intuitive, easy to integrate with other apps, and works on all major platforms. Plus, it has a built-in assistant who will help you get started and answer questions along the way.

So what are you waiting for? It’s time to explore the possibilities of conversational commerce with LimeChat!
Book a demo today.

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