Conversational commerce is exploding and smart merchants are cashing in on the opportunity to engage with consumers in meaningful ways across every available channel. Learn the impacts of conversational commerce on customer loyalty.
U.S. ecommerce sales grew 16% in 2017, making it the fastest growing year for ecommerce since 2011. Representing 13% of total retail sales, ecommerce contributed to almost half (49%) of retail sale growth last year. The apple didn’t fall far from the tree: smartphone commerce transactions increased 13% year over year in North America in 2017.
Ecommerce is a broad umbrella under which mobile commerce (m-commerce) falls, however the customer journey has become increasingly sophisticated as more and more people use multiple screens, devices, and things to make purchases. Consider this:
The bottom line is that consumers are interested in the easiest way to pay. As omnichannel purchasing options become more prevalent, consumers are taking advantage of new commerce channels. This extends to more nascent commerce trends, like conversational commerce, where people interact with AI-powered chat or voice bots to complete purchases. In fact, 35% of people who own voice-enabled speakers reported using them to make a purchase at least once, while 22% reported using them frequently.