Facebook: Conversational e-commerce in the communications age

Facebook and Boston Consulting Group (BCG) jointly released the report "Conversational E-commerce in the Communication Age". People's expectations are changing, and now they want more interaction, more immediate responses, and more personalized customer service. In terms of communication, there is no more efficient way to establish a connection than sending a message. As more and more people shop through chat, conversational commerce has become a growing global movement.

Facebook has partnered with Boston Consulting Group (BCG) to explore how the rise of conversational commerce is breaking new ground in experiential retail and building stronger connections with consumers in nine countries around the world. This global study covers Asia Pacific, the United States, Brazil, and Mexico. For Chinese advertisers looking to boost their overseas business, this guide is a guide to growing your business in the United States using conversational commerce tailored for that purpose.

To meet the expectations of today’s cross-border shoppers, brands must rethink their approach. Today’s shoppers value convenience over price, and many are willing to pay more for a frictionless shopping experience – with an increased expectation that brands understand their individual needs and respond to their inquiries in real time.

Conversational commerce is the new shopping model to look forward to, occupying the best position between offline and online retail, where consumers can enjoy the convenience of both shopping methods without having to go through the obstacles of either method. Through messaging platforms like WhatsApp, it is possible to connect with shoppers where they are and on what terms, which is a powerful way to establish connections.

Consumers in the U.S. rely on conversational commerce to get more product information, resolve issues quickly, and shop with ease. Meeting these consumer expectations helps attract them to purchase and build long-term brand trust. In today's competitive online commerce industry, the power of personal connection and the ability to exceed consumer expectations are what keeps them coming back. Buyers in the U.S. engage in conversational commerce to get more product information, resolve issues quickly, and shop with ease.

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