While last year’s pandemic caused the world to retreat domestically and opened the doors to an already thriving e-commerce sector, its next frontier is already here: that of conversational commerce. Slow responses and an overall impersonal experience can cause most customers to abandon one brand for others that offer a more seamless experience. And to address this problem, CM.com has been at the forefront of closing this gap through conversational commerce. This practice of using social interaction through options such as chatbots and social messaging tools simplifies and encourages a customer’s conversation with a salesperson in a personalized way.
With a customer base in more than 118 countries, CM.com is a global leader in cloud software for conversational commerce, enabling businesses to deliver a superior customer experience. Its software helps brands improve sales, marketing, and customer service by providing the entire conversational stack to exceed expectations.
The rise of conversational commerce
CM.com services, such as the mobile marketing cloud, mobile services cloud, conversational AI cloud, and communications platforms, are designed to help brands increase conversions by getting to know their customers and their customers better. demand. The company’s services fit very well in an ecosystem like today, where conversational commerce is increasingly becoming an essential part of business.
The conversational market will reportedly show an estimated compound annual growth rate of 26.3 percent from 2020 to 2027, putting the market size at $ 30.45 billion in 2027. This growth trajectory is due to the increased reliability of the customer in the middle. 79 percent of consumers prefer live chat, with a satisfaction rate of 92 percent. It is also observed that customers with a positive experience in the chat box tend to return to the same seller.
Bridging the gap between sellers and buyers
Recognizing customers’ need for instant gratification and convenience, especially in this age, the CM.com payments and communications platform helps brands automate customer engagement across multiple mobile channels, combined with payment capabilities. perfect tools that drive sales, win customers, and increase customer happiness.
CM.com is a global partner for companies that are trying to be ready for the future, that is, “Conversational Commerce”. With the help of our enterprise-grade products and solutions, we enable our customers to have more meaningful conversations with their consumers and turn those conversations into commerce.
In 2020, CM.com became a fast-growing technology company, increasing our appeal as a market pioneer that can offer a one-stop-shop solution for “conversational commerce.” Our motto ‘Exceed Expectations’ is focused on accelerating our customers’ transition to the conversational channel platform that will help them deliver a superior customer experience and delight across the board, “says Chetan Borkar, Country Manager, CM. com India.
The solutions offered by CM.com allow brands to optimize the customer journey, from searching for product recommendations to purchase and receiving post-purchase support. The brand offers personalized marketing solutions and easily automated conversations through its product portfolio. Its unique communication platform offers business SMS messaging and conversation channels in the form of social media messaging applications such as WhatsApp, Facebook Messenger, Apple Business Chat, and many more. CM.com also has AI chatbots, digital signatures, and one-time passwords for a seamless experience.
Over the years, the company has helped various brands elevate their customer experience through conversational commerce. For example, HelloPaisa partnered with CM.com to better connect with its customers. CM.com offered the brand’s solutions such as SMS campaigns, WhatsApp HelloPaisa chatbot, customer contact and number checker.
Another brand that wanted to ride the wave of conversational commerce was Missguided. The brand wanted a quick and easy solution that could be integrated into their existing architecture. To that end, CM.com offered them a chatbot solution. In eight weeks, the virtual assistant went live with contextual responses based on the user’s location. The first week saw 65 percent engagement with the chatbot and 11 months later, it was 80 percent.
The way forward Today, more and more brands They seek to grow their user base with a personal connection. As the continued rise of e-commerce is inevitable, brands need to revamp and redesign their customer experience to survive and get more out of this wave. While the giants in the field have already gone the route of conversational commerce, trends suggest that many more brands will join the bandwagon soon.