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Conversational E-Commerce, Opinions&Opinions on invoicing

Discussion in 'eCommerce' started by we8m457eR, Dec 7, 2016.

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  1. #1
    Hello all,
    I've been working with Conversational E-Commerce, ie you chat with customers and they place an order via chat. I believe it's not very common in Europe or the US, but it's been working well in South East Asia!

    What are your opinions on this method of sales (slow and time consuming for the merchant, but it does add a personal touch and makes after-sales easy that customers love!)

    What do you think is needed to make invoicing and payments effective?
    What are you general opinions on "conversational e-commerce"?

    Thanks! Best.
     
    we8m457eR, Dec 7, 2016 IP
  2. sarahk

    sarahk iTamer Staff

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    #2
    I shop online so I don't have to put up with sales people pestering me

    Went into a store last week - was in a bad mood fwiw

    Shop Assistant: hello
    Me: hello
    SA: hows your day going
    Me: OK (thinking, you really, really don't want to know and should be careful about what you ask for)
    SA: I see you've already done lots of shopping
    Me: Fuck, I can't stand this (and exits shop)
     
    sarahk, Dec 7, 2016 IP
  3. we8m457eR

    we8m457eR Greenhorn

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    #3
    Hi Sarahk,

    I see you point, we don't all always want to talk to staff, we just want to do our thing.
    What I was thinking was online this sort of thing for the actual ordering process on chat:

    Customer: Hi, I'd like to order product A
    Merchant: Hi! Yeah no worries, we have it in these colours.
    Customer: Cool, I'd like one in that colour. What is it made of?
    Merchant: Awesome, it's made of quality material .. and the price is $.
    Customer: Perfect, that's what I was looking for; I'd like to order one then.
    Merchant: Alright, I can ship it this afternoon if you like for $+.
    Customer: I can wait, normal shipping is fine.
    Merchant: Okay then, then $ :)

    Merchant: *Sends payment invoice via chat*
    Customer: Payed!
    Merchant: I just sent it via normal shipping, thanks for your order! Feel free to message me with more questions and let me know when it arrives!

    This gives the customer a contact with the merchant (if they want) and a more personalised experience.
    What do you think of this style?
     
    we8m457eR, Dec 7, 2016 IP
  4. sarahk

    sarahk iTamer Staff

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    #4
    That's awesome and from the transcript it looks like the customer initiated the conversation. That's the important difference.
     
    sarahk, Dec 7, 2016 IP
  5. we8m457eR

    we8m457eR Greenhorn

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    #5
    Exactly. Instead of bugging the customer to talk to you, you change the way a "traditional" process works. This would allow you to -free up some space- on the site by not overloading sizing, colours, models etc which can potentially confuse, and allow a conversation about the product.
    Targeting has to be specific, like you said, some people don't want to talk and just be left to do their own thing, but this way customers who like to talk, dont feel anonymous when making an order. You don't have to feel like when you're shopping online you're just filling in boxes on a server that will go through a system and be so "automatic". See what I'm getting at?
     
    we8m457eR, Dec 7, 2016 IP