Here's the link to the original article:
https://www.cnbc.com/2018/01/23/ebay-ceo-get-used-to-shopping-with-your-voice.html
This article and accompanying video start to address conversational commerce. As a marketer, I'm interested in emerging technologies, devices, and platforms. Much of my day is spent focused on digital marketing for e-commerce. We are constantly the tweaking the graphic interface and visual user experience of our website to drive increased conversion.
I have started to think more and more about auditory user experience. I believe that both visual and auditory interaction design share a common set of principles given that they're built on a foundation of communication. With that being said, I think there are going to be challenges on how the commerce of goods is represented through auditory commands. An often overlooked 'front line' of e-commerce is our customer service team. They are our 'brand' for many consumers. Roughly 40% of all customer service calls are related to product details and descriptions on our site. A customer will ask about a specific colorway. Is it a brick red or a fire engine red? What is the size of the pebbling on a specific pebble leather? How do I care for a specific product?
This requires a comprehensive understanding of our product by our CS reps. Voice command commerce is going to quickly evolve from barking commands at Alexa ('Order me more laundry detergent.') to much more nuanced conversations with chat bots. As marketers, we are going to have to define our brand voice and figure out a way to have these bots ingest large amounts of nuanced information.
https://www.cnbc.com/2018/01/23/ebay-ceo-get-used-to-shopping-with-your-voice.html
This article and accompanying video start to address conversational commerce. As a marketer, I'm interested in emerging technologies, devices, and platforms. Much of my day is spent focused on digital marketing for e-commerce. We are constantly the tweaking the graphic interface and visual user experience of our website to drive increased conversion.
I have started to think more and more about auditory user experience. I believe that both visual and auditory interaction design share a common set of principles given that they're built on a foundation of communication. With that being said, I think there are going to be challenges on how the commerce of goods is represented through auditory commands. An often overlooked 'front line' of e-commerce is our customer service team. They are our 'brand' for many consumers. Roughly 40% of all customer service calls are related to product details and descriptions on our site. A customer will ask about a specific colorway. Is it a brick red or a fire engine red? What is the size of the pebbling on a specific pebble leather? How do I care for a specific product?
This requires a comprehensive understanding of our product by our CS reps. Voice command commerce is going to quickly evolve from barking commands at Alexa ('Order me more laundry detergent.') to much more nuanced conversations with chat bots. As marketers, we are going to have to define our brand voice and figure out a way to have these bots ingest large amounts of nuanced information.
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