According to Statista, an estimated 1.8 billion people worldwide purchased goods online while the global e-retail sales amounted to 2.8 trillion U.S. dollars with growth projection of up 4.8 trillion U.S. dollars by 2021. In Australia, E-commerce revenue expected to grow to 27.0 billion U.S. dollars in 2023.
Consumerism has evolved tremendously in sync with how businesses leverage technological advancement and discoveries in transforming e-commerce to a more responsive, value-oriented and personalized space. Much like how SAP and LivePerson, Inc. (LPSN), a global leader in conversational commerce solutions, have designed their new offering for small and mid sized businesses wherein LivePerson’s industry-leading platform integrates into SAP Upscale Commerce. This integration allows the deployment of advanced conversational commerce platform with unprecedented speed.
LivePerson and SAP first showcased the solution in a joint presentation at the 2019 SAPPHIRE NOW and ASUG Annual Conference wherein a mock e-commerce store was built and launched in just 40 minutes demonstrating the speed and flexibility of SAP Upscale Commerce.
In less than a decade, conversational commerce has made a mark in the consumers’ buying cycle with technologies that people can instantly interact with like chat, messaging or other natural-language interfaces, including artificial intelligence.
The integration of LivePerson’s advanced platform for conversational commerce, powered by both AI and human intelligence, with SAP Upscale Commerce, a new SaaS-based unified commerce platform designed for midsize retailers, CPG companies, and direct-to-consumer business, is designed for the two key reasons:
• Speed of deployment
• High flexibility in connecting to customer endpoints
Now with LivePerson’s advanced conversational commerce in the system, SAP Upscale Commerce’s promise to “deploy intelligent storefronts quickly with mobile-first commerce” becomes more achievable. In the time where consumers demand the best and fastest response-time from businesses, the solution’s flexibility will provide exceptional customer experience and service across all form factors — progressive web app, web, mobile, and experiential kiosk. The customers can access this using their preferred messaging platforms.
Avi Kedmi, EVP of the Commercial Sales Group at LivePerson, said
“This integration will provide major benefits to customers by combining the best conversational commerce offering with the exciting new possibilities offered by SAP Upscale Commerce. As consumers rapidly adopt conversational interfaces across every touch point, this integrated solution is an extremely compelling way for retailers to deploy advanced experiences in a fraction of the usual deployment time.”
According to SAP, 70% of internet traffic on mobile only convert to 20% sales, a huge gap that is driven by brands inability to bridge mobile and traditional web interfaces. Though SAP Upscale Commerce already has rich mobile experiences and one-tap-buy usability, having the LivePerson’s conversational commerce platform on board will further allow brands to connect to their consumers in a direct, natural way through messaging and maximizing the effectiveness of online selling, resolving the gap.
Messaging alerts that detail how the transaction is progressing from the time a customer clicked the cart button to shipment updates are not just marketing and selling cues. They also build trust, relationship, and loyalty between consumer and brands.
Conversational commerce also allows shoppers to talk to Personal Digital Assistants (PDA’s), such as Apple’s Siri or Amazon’s Alexa from their smartphones and smart home technologies, taking the shopping experience to a different level. Bots and AIs can now handle transactions from end-to-end while providing excellent customer service, revolutionizing the retail space.
On 16 July 2019, SAP and LivePerson will have a joint education campaign, which will begin with a “Profitable, Conversational Commerce” webinar.