Conversational commerce: Revolutionizing relationships between consumers and brands

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Voice assistants are transforming commerce

Consumers are relying more heavily on conducting their lives through digital channels, and brands and businesses are racing to find new avenues to connect with their loyal customers. Conversational commerce is an unparalleled opportunity for brands to nurture their valuable relationships with consumers, drive revenue, and attract new customers when shopping in brick-and-mortar stores is restricted.

Technology and resources are creating new avenues for conversational commerce to appear in consumers’ everyday lives. Consider products and services via voice assistants such as Google Assistant, Amazon Echo, and the adoption of smart watches. While earlier restricted to chatbots accessed via messaging apps for shopping, the definition of conversational commerce has significantly expanded, presenting brands with an opportunity to stay connected with customers and keep the virtual doors open through digital sales. Brands are also providing enhanced services to keep customers informed on product availability, shipping, and delivery updates and product support.

In a recent report, Capgemini surveyed over 5,000 consumers in the US, the UK, France, and Germany. The quantitative research was complemented with focus-group discussions with consumers from each country, conducted virtually. The survey – as well as the focus group discussions – had a healthy mix of demographics and user/non-user persona.

Our research findings show that voice assistants are on the cusp of transforming commerce. In this research, you will discover:

  1. Why voice assistants are about to revolutionize commerce, based on the functions, usage frequency, and context in which consumers like to use voice assistants.
  2. What causes consumers to love voice assistants, depending on their needs and preferences.
  3. The concrete benefits of voice-driven conversational commerce for retailers and consumer-products and services organizations
  4. A recommended action plan for organizations to devise a sound voice-driven conversational commerce strategy.

Download the paper.

Thank you for your interest in our Capgemini report Conversational commerce: Why consumers are embracing voice assistants in their lives.

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