Xin Ou
Research expert covering Greater China
Conversational commerce - statistics & facts
Since companies have started to sell online, the way they communicate with customers has massively changed. Retailers aim to replicate interactions shoppers would have had in person on digital channels, making the customer journey as pleasant as possible. In e-commerce, where the entire customer experience is as important as the product sold itself, shoppers expect to reach out to brands via messaging apps and any other automated system of customer service.
