in spain black Friday And this Cyber Monday They have become important dates for online sales as millions of citizens are largely anticipating the Christmas period. Over the past two years, the growth of online sales has been exponential, due in large part to effects of the pandemic, Which gave a big boost to home shopping.
this year Pre-pandemic habits recover, with a consequential increase in physical purchases. In addition, there is the complicated economic situation. These factors cast doubt on the expected growth of electronic commerce on these dates. In any case, according to the report “Black Friday, Key to its Global Present and Future” by OBS Business School, last year Black Friday brought in no less than $98.5 billion worldwide and this year it is expected to exceed $100 billion. hopefully. In Spain, sales increased by up to 706% during this period.
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In this context, electronic commerce operates like a giant shopping center where each business has its own store and competes with the rest to attract, retain, and retain consumers. The goal is to engage customers Add as many items as possible to the shopping cart and complete the transaction, However, according to SellCycle, the problem is Only 20% of users reach the end of the phase. According to this portal, among the reasons for abandoning purchases are: customers who were just looking (34%), options and shipping costs (23%), price comparison (18%), comparison in physical stores (15%), some payment options (6%) and technical issues (4%).
To counteract the so-called “abandoned shopping cart syndrome”, a solution capable of understanding consumer preferences is to prevent cart abandonment (“only 3 items available” or “are you sure you want to delete this article”). with notifications)?”), follow orders, make automated inquiries, guide consumers through the purchase process until payment, and provide after-sales follow-up. This solution is called Conversational Commerce, C-Commerce.
Conversational Commerce Opportunities
“It is not just about digitizing and automating processes to improve consumer service, but also about redesigning the customer experience from start to finish, creating a fluid and valuable conversation across channels Which is best suited for each user. The goal is to reduce the number of trains abandoned at peak times of high demand during the year such as Black Friday.” Jaime Navarro, CEO of GUS in Spain, A company that provides a conversational commerce solution powered by artificial intelligence.
“Existing chatbots are able to understand the user even if they are misspelled or speak colloquially with words considered ‘niche’. Keeping up to date with new trends and having a great ability to adapt is a constant hard work which allows us to develop the most appropriate solutions so that our clients can generate positive communication with their users and enhance the level of satisfaction and customer experience. Purchase”, concludes Navarro.