With the advent of Internet of Things (IoT), the conventional brick-and-mortar stores shifted to e-commerce Websites.

This has led to a pervasive displacement from Human-Human Interaction to Human-Digital Interaction.

As per statistics, while a whopping 85% of consumer interactions occurred in the brick-and-mortar stores, a mere 15% of transactions happen online.

The missing link is the advent of Conversational Commerce provided as Communication Platform as a Service (CPaaS).

In 2015, Uber’s Chris Messina coined a term Conversational Commerce which refers to the intersection of chatbots, Neuro Linguistic Programming (NLP), Automatic Speech Recognition (ASR), Artificial Intelligence (AI), and shopping to create personalized transactional experiences with consumers.

He introduced the trend to engage consumers in a frictionless way using the existing and preferred communication channels, such as WeChat, WhatsApp, Facebook Messenger, as opposed to requiring them to download another app.

Enhancing Consumer Engagement: Rise of Conversational Commerce

Chats began as a troubleshooting tool, but soon took over as a direct line of communication with consumers providing personalized product recommendations, discounts, review, and even share user-generated content.

However, statistics show that only a handful 22% of consumers are happy with the level of personalization received.

The consumers of today are shopping both in-store and online, and their primary concern is about saving money and desire of more personalization.

As the consumer purchase journey gets increasingly complex and intricate, it is critical that organization recognizes the need for a comprehensive suite of integrated communication tools to engage today’s consumer to create a seamless personalized experience at all consumer touchpoints – from targeted ads to product purchase.

The opportunities await on the other side of technology.

Dominating Conversational Commerce: Integrating AI with Market Intelligence

As COVID-19 dominated the headlines and the world headed to lockdown, the uncertainty led to a boost in the conversational commerce adoption.

The need for the hour is to break down and disseminate the data silos to comprehend the experience at a macro level.

The winners will be the ones building the sophisticated conversational AI on top of on the market intelligence and opening possibilities of cross-platform communication.

With the help of Machine Learning (ML), Big Data, AI, Virtual Reality, and Augmented Reality organizations can appraise the data patterns through psychographic segmentation to forecast and avoid the abnormal behavioral patterns before they bloom into anomalies.

Embracing the Future of Growth: CPaaS and Conversational Commerce

CPaaS has been touted as the next transformational platform to offer conversational commerce as the go-to communication tool for eCommerce brands. Research has predicted that CPaaS adoption will quadruple in size by 2022.

Consumers demand flexibility, choice, contextual, and personalized communication.

At the heart of a modern digital marketing strategy, great brands are great communicators and must deliver the right message at the right time. CPaaS delivers all of this and more.

CPaaS offers seamless omnichannel experience – consumers can use their choice of communication channels and brands can provide real-time contextual communication including abandoned cart reminders, delivery tracking, and shipping alerts across every communication platform.

To put it simply, Information gathered from a phone call is available to an agent who is chatting on a messaging app.

When CPaaS is integrated with physical devices through the IoT, support becomes automated and seamless, resulting in proactive conversation rather than reactive.

CPaaS is an easy solution to implement and doesn’t require highly skilled development team or expensive communications provider.

Cloud-based SDKs and APIs can help to add real-time communications such as voice, video, and messaging into the existing applications with a few lines of code.

This democratizes the process of building complex communication strategies.

In addition to enhancing communication, CPaaS streamlines customer support by capturing relevant data and using those insights to intelligently provide appropriate response.

Additionally, CPaaS allows brands to step-up their security with two-factor authentication (2FA) using One Time Passwords (OTPs) or authentication codes for payment verification.

VoxCPaaS can customize the right CPaaS solution that will integrate with your existing channels and applications.

We also have a team of developers to build, test, and assist in implementing the communication SDK and API services with robust functionality and usage-based pricing.