Comercio conversacional

¿Estás listo para escuchar a tu cliente? ¿Escuchar de verdad?

¿Estás listo para escuchar a tu cliente? ¿Escuchar de verdad?

El comercio conversacional revolucionará las industrias orientadas hacia el consumidor de maneras que no se han visto desde el comienzo del comercio electrónico. Esto es mucho más que una nueva interfaz o un canal adicional en el mundo omnicanal. Es una forma completamente nueva para que las marcas establezcan relaciones de valor con los consumidores y una forma completamente nueva para que los consumidores interactúen con las marcas.

Ahora se estima que vale hasta 35 mil millones de dólares para 2020 solo para los minoristas, ya no se trata de si desea competir en Comercio conversacional, sino de cómo y cuándo.

¿Cómo puede ayudar Capgemini?

Capgemini reconoce el valor del comercio conversacional para impulsar conexiones más profundas y más humanas a escala. Tiene el potencial de un nivel diferente de relación, compromiso y afiliación de marca. En lugar de ser una amenaza para los modelos operativos existentes, el comercio conversacional es una oportunidad para crear un nuevo valor para las industrias centradas en el consumidor. Lo ayudamos combinando capacidades de extremo a extremo en el comercio conversacional, con un enfoque que comienza siendo pequeño, demuestra valor, luego escala la capacidad y se expande en oportunidades de crecimiento empresarial tangibles.

Más informes

Comercio conversacional

¿Estás preparado para escuchar al consumidor? ¿Escuchar de verdad?

Marketing conversacional de Capgemini

Cómo Capgemini ofrece valor de negocio través de nuevas tecnologías activadas por voz.

Featured Testimonials

Mark Taylor, Customer Engagement Lead, Capgemini Invent

Voice assistants will completely revolutionize how brands and consumers interact with each other. What makes voice assistants so exciting is that they are woven into the fabric of our lives, offering a simplicity and richness of interaction that consumers have never experienced before. Brands that are able to capitalize on the huge consumer appetite around voice assistants will not only build closer relationships with their customers, but create significant growth opportunities for themselves.

US focus group participant

I started using Alexa because I need to use a medical device four times a day and I would set reminders on it. Now, I also make purchases through Alexa, and it is rapidly learning new things with time.

German focus group participant

The other day I was in Cologne for a job interview, and it was easier to just talk into the cell phone and ask where to go instead of looking at street names.

Research Highlights

Voice assistants will revolutionize commerce

  • 40% consumers who will use a voice assistant instead of a mobile app or a website, three years from now
  • In three years’ time, active users of voice assistants expect 18% of their total expenditure to take place via voice assistant
  • 82% users say fast and accurate replies are the most compelling feature that influences the use of voice assistants.

Why consumers are in love with voice assistants!

  • Consumers who use voice assistants are very positive about the customer experience
  • Convenience and ability to do things hands free are the two biggest reasons for preferring voice assistants over mobile apps/websites
  • 41% consumers who would prefer a voice assistant over a website or an app because it helps them automate their routine shopping tasks.

Conversational Commerce yields concrete benefits

  • 25 points NPS® advantage among voice assistant users for a brand in US that provides a voice assistant to consumers vis-a-vis a brand that doesn’t
  • Organizations providing good voice assistant experiences will generate more business and positive word-of-mouth
  • Organizations that focus on priority consumer segments will derive maximum value.

Quick Takeaways

51%

consumers are already users of voice assistants, and interacting with voice assistants via smartphones is the dominant mode of use

52%

state convienience is biggest reasons for preferring voice assistants over mobile apps/websites. Closely followed having by ability to do things hands free.

37%

of users of voice assistants have shared their positive experience with friends and family

Contacta con nosotros

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