About the 75% of Internet users in the world use and benefits from these services not only to talk with friends, but also to get in touch with companies, making a purchase, ask for help. The topic of messaging, then, is the trend of the moment and it’s not a surprise if companies are seeking more and more to enter in this market.
The chat systems, indeed, are considered by companies as the ideal vehicle to offer to customers an innovative experience, immediate, with the aim of improving the engagement and try to realize more and more sales. One of the areas of greater penetration of these technologies is the e-commerce, for this reason they are often called “conversational commerce systems” as well as “digital interaction” applications.
There is great turmoil around these applications, because are constantly developing and are using many automation features, and other features for understanding texts and dialogues with artificial intelligence, in order to almost replace call centers or customer care team.
The goal is to make immediate and complete the connection between the company and customers, improving the digital customer experience.
A win-win situation for the customer and the brand:
- Customers may chat with customer service, ask for suggestions about products in real-time, compare alternatives, get personalized recommendations and offers and buy more easily.
- Companies could automate the customer service standard requests, solving problems faster, for instance the orders and the delivery notifications. These systems help to engage customers and recommend products, making up-selling and cross-selling activities.
A Direct Interaction system, as Engagent, improves the dialogue of users with the brand and enables the proactive widgets, on the basis of certain business rules related to the navigation or to the behavior of the users.