Hyderabad: Most of the e-commerce websites have the same kind of static web-pages, perform the same way and there is nothing dynamic about shopping experience.
If a customer wants to find out whether a product can deliver something, he/she has to submit a question and wait for a reply from either the seller or another person who purchased the product. This entire process could easily take a couple of days. Furthermore, the customer may have to navigate through many reviews to find answers to even basic questions. People often end up calling customer care to get answers which is another journey, of long pauses and scarcity of information.
Emphasising the importance of user experience, Mr J. Satyanarayana, part-time chairman of UIDAI and adviser to the Andhra Pradesh government, recently said, “Pleasure areas have to be spoken of instead of pain points and it is important to understand how people are interacting.” It is necessary to give importance to user experience, as the next billion users, as per Google, are not going to type but are going to use “talk and search”. Even though Google predicts the change in interactions, yet it is itself equally responsible for the way e-commerce websites work.
Mr Rob LoCascio, founder and CEO of LivePerson, told tech magazine Tech Crunch “I am going to make a bold prediction based on my work with 18,000 companies and bringing conversational commerce to life: In 2018, we will see the first major brand shut down its website. The brand will shift how it connects with consumers to conversations, with a combination of bots and humans, through a messaging front end like SMS or Facebook.”
