1. Chatbots
This trend in 2019 will gain in importance. It is a useful tool for small and medium businesses that can not provide 24-hour customer service. In their case, a chatbot will help you to answer some of the frequently asked questions of customers. Such a 24-hour help from a “specialist” customer service can be extremely useful, especially during periods of intense sales, eg before Christmas. Chatbots also do not show dissatisfaction, so all the time they can provide high quality answers that harmonize with the brand’s image. In addition, they can support multiple clients at the same time.
2. Artificial intelligence and machine learning
Artificial intelligence can be treated as a way to automate certain tasks, and thanks to machine learning these tasks can be implemented more efficiently and effectively. In the world of e-commerce, you can use it in many ways, eg send discounts to users who have been inactive for some time. In this way, they will be encouraged to re-visit the store’s website
3. Customer Experience and personalization
Customer Experience is nothing but customer experience in contact with the brand. And they do not include such elements as service, price of the service or product, the possibility of quick contact with a consultant. The principle is simple: arousing trust, showing kindness and following the customer’s taste (personalization) can have a significant impact on whether he decides to do shopping in a specific store, having a choice of several others
4. Voice search and SEO
Voice search will have some impact on the SEO strategy. First of all, voice search is increasingly imitating real conversations, so the text should reflect this. This change seems small, but it can affect the ranking of your site. Voice assistants are focused on the link with the best ranking position for a given search topic. In this way, the first place in the search engine becomes even more valuable.
