Together, they have come to form conversational commerce – or c-commerce. Essentially, this is the use of messaging applications, chatbots, and other communication channels to allow interactions between customers and businesses with the aim of enhancing the shopping experience. Customers can interact with companies in real-time, receive tailored suggestions, and make transactions without leaving the conversation or losing that connection.
Southeast Asia’s retail landscape underwent a game-changing revolution during the COVID-19 pandemic. With e-commerce growth skyrocketing in recent years, online shopping has gone from being an exception to a norm within consumer habits. Combined with social media and advancing artificial intelligence technology, the retail industry is now ready for its next evolution.
In the last decade, e-commerce sales have increased every year and are now forecasted to double between now and 2026. At the same time, Southeast Asian retail businesses have increasingly pivoted their customer experiences towards social media and instant messaging.
