Enhance Your Customer Experience with Humankind Conversational Commerce Software
June 6, 2023

Enhance Your Customer Experience with Humankind Conversational Commerce Software


If you enjoy staying up-to-date with the latest trends and exploring new technologies, conversational commerce by Humankind might interest you.

Humankind's platform was built to help you enhance customer experience through personalization and 1:1 human connection.

But before we get to that...

What Is Conversational Commerce?

Conversational commerce (also known as Concierge Commerce) is the intersection between humans and technology to facilitate a transaction.

We often see conversational commerce platforms like Humankind best utilized by online stores, selling high-consideration products. Anything that requires help, personalization, unique feedback, or a personalized touch is where conversational commerce shines.

Where Humankind separates itself from the rest of its competitors is through a 1:1 human connection - this is where concierge commerce begins to play a role…

Instead of sending requests to chatbots and generic call centers, Humankind connects a shopper directly to a trained product expert who can walk your customers through each step of their shopping journey and create an enhanced customer experience (CX).

What is CX Enhancement?

The customer experience is an ever-shifting landscape, which is why CX enhancement is vital in today's fast-paced digital world. Businesses and eCommerce stores are competing against more than 4.2 million other stores (in North America - according to PipeCandy) for attention and dollars that could just as easily be spent somewhere else.

CX enhancement is when businesses engage and interact with customers in a personalized, thoughtful way to create a memorable customer experience.

Conversational commerce has emerged as a powerful tool to achieve this by combining the best of human-like interactions with cutting-edge technology. In this article, we will explore the power of conversational commerce and how it can revolutionize your CX enhancement strategy.

Humankind Conversational Commerce Software: A Game-Changer for CX Enhancement

We know that customer experience is more important than ever - in fact, brands everywhere are fighting to:

  • Increase customer engagement and satisfaction (CSAT).
  • Boost conversions and sales (CVR, AOV, and LTV).
  • Build brand loyalty and trust (Repeat Purchase Rates).

For the last several years, chatbots and AI have played a significant role in the rise of conversational commerce. These technologies enable businesses to automate customer support, offer personalized product recommendations, and provide real-time assistance, resulting in a more efficient and satisfying customer experience.

But up until now, personalized interaction and human connection were almost impossible. This is because the greatest strength of chat technology powered by AI is its scalability but its greatest weakness is its lack of human interaction.

And, human connection is the greatest enhancement to a customer's shopping experience.

Think back to the iconic shopping experiences portrayed in classic movies like Pretty Women and Breakfast at Tiffany's. These experiences were created by a person and were unforgettable because of human interaction.

Strategies for Delivering Enhanced Customer Experiences

As a business, you know that providing exceptional customer experiences (CX) is essential for success. It helps build customer loyalty, increase customer retention, and drive revenue growth.

But what you may not know is that your customers don't want more "tech"... they have enough automation in their life.

We know this because PwC surveyed online shoppers and 82% said they wanted a shopping experience with more human connection. 8 in 10 of your customers are tired of the tools that use frustrating workflow logic, un-intuitive chatbots, and Ai (that isn't really Ai - it's actually just programmed responses).

They want connection and they’d pay more to get it. They want someone to listen to them, understand them, and make recommendations that are personalized based on their needs.

At Humankind, we believe that one of the most effective ways to create this connection is through the use of Conversational Commerce Software. Our software facilitates a 1:1 human connection between brands and shoppers, making it easy to deliver personalized, relevant, and seamless experiences.

Once you have the platform in place, now how do you create an enhanced CX?

How to Enhance Your CX.

Understanding Your Customer's Needs

The first step in enhancing CX is understanding the customer's needs. This involves gathering customer feedback through surveys and questionnaires, analyzing customer data, and identifying pain points you can help them solve.

With Humankind, this begins with a quick survey. This survey assesses what your customer wants and needs and gives the personal shopper an idea of their preferences. These data points and more are all collected into a rich customer profile.

Using this data/ profile, Humankind connects the consumer to a personal shopper who will walk them through the buyer's journey in a personalized and engaging way.

Personalization & Engagement

The next step is when the conversation begins. The product expert/ remote concierge will clarify any outstanding questions that will help them guide the customer through the buying journey - and it’s during this process that the shopper starts to understand that they're indeed talking to a human, and not a bot.

The personal shopper will begin to customize the CX based on each customer's individual preferences. This includes personalizing product recommendations, offering real-time assistance, and providing tailored offers.

Humankind helps you do this by connecting customers with a live personal shopper who is trained in the art of concierge commerce. This personal shopper can help 20+ shoppers simultaneously so you can scale efforts and keep up with demand.

The personal shopper is also equipped with features like beautifully designed custom landing pages to display personalized product recommendations. When the personalized landing page, with custom recommendations, is delivered to the shopper, a single-click add-to-cart option is available, once again aiding a seamless customer experience and improved conversion metrics.

By providing a human connection through conversational commerce software, you can create an enhanced CX that focuses on the individual.

The overall goal is to create a seamless, hassle-free shopping experience that delivers value each step of the way.

Building a Customer-Centric Culture

Building a customer-centric culture involves training and developing employees, empowering them to make decisions, and establishing a customer-first mindset. With Humankind's Conversational Commerce Software, you can achieve this through:

  • Concierge training and development: Provide your personal shoppers and remote concierges with the necessary training and development to deliver exceptional customer service and turn them into product experts.
  • Concierge empowerment: Give your agents the authority to make decisions that benefit the customer, such as offering bundles, incentives, or providing a discount.
  • Customer-first mindset: Use Humankind's software to prioritize customer needs and ensure that every interaction is focused on delivering exceptional experiences.

Personalizing the Customer Experience

Personalization is a key aspect of delivering exceptional CX. With Humankind's Conversational Commerce Software, you can achieve this through:

  • Rich Customer data collection: Use Humankind's software to collect zero-party data and understand their needs and preferences.
  • Purchase history analysis: Analyze previous purchases and make product recommendations based on past behavior.
  • Real-time connection: Provide customers with real-time text-based connection via SMS to ensure they have the best possible experience.

By creating an enhanced CX through personalized experiences, you can build long-term relationships with your customers and foster a sense of loyalty.

Providing an Omnichannel Experience

Providing an omnichannel experience is essential for connecting with customers. With Humankind's Conversational Commerce Software, you can achieve this through:

  • Multi-channel integration: Let customers begin their journey on desktop or mobile and take that conversation to SMS - so it feels more like texting a friend than talking to a salesperson.
  • Always in the shopper's pocket: There’s nothing closer to someone than their phone. Humankind’s SMS feature allows you the ability to be one click away so when they’re ready to make a purchase, you’re the first thing they see.

Doing all of these things will enhance engagement and CX and build lasting relationships with your customers.

In Conclusion

Unlike many other aspects of eCommerce, CX enhancement truly can happen overnight with the right solution. Listening closely to what the customer is saying - and what they're not saying - is crucial for customers to feel understood... which is the first step to winning their trust and their business.

If you look at the numbers, you're probably competing with hundreds of other brands that offer similar products and services. So it's up to you to stand out by delivering exceptional customer experiences.

Enhancing CX is more important today than ever before, and Humankind's Conversational Commerce Software is the right tool to help you do just that. With features like beautifully designed custom landing pages, personalized product recommendations, and real-time connection with customers, it can be a powerful asset in helping you build long-term customer relationships and foster loyalty.

If you've been looking for a better solution, Book your demo to see how it works, today!

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