Meaning ● SMB Conversational Commerce Strategy signifies the implementation of automated, real-time interactions via messaging platforms (e.g., chatbots, social media direct messages) to facilitate sales, customer support, and marketing within small and medium-sized businesses. This approach centers on streamlining customer engagement, aiming to improve sales conversion rates and operational efficiency.
Scope ● Its application extends to diverse areas such as lead generation through targeted messaging campaigns, automated product inquiries and order placements, and personalized customer service responses leveraging AI-driven chatbots. Furthermore, SMBs can utilize conversational commerce to gather customer feedback proactively, enabling them to refine their products or services. As a practical application, consider a local retail business implementing a Facebook Messenger chatbot to answer product-related questions after business hours, thus capturing sales opportunities outside of standard operation, or for providing instant tracking information.
