--- title: "C-Commerce: Tripling Conversions During Peak Season" id: "461" type: "post" slug: "c-commerce-tripling-conversions-during-peak-season" published_at: "2021-08-31T13:55:19+00:00" modified_at: "2025-12-08T18:40:07+00:00" url: "https://www.simpletech.uy/en/c-commerce-triplicar-conversiones-en-tiempos-de-zafra/" markdown_url: "https://www.simpletech.uy/en/c-commerce-triplicar-conversiones-en-tiempos-de-zafra.md" excerpt: "The peak season is an opportunity to boost sales, re-engage customers who haven’t bought in months, and recoup some of what Covid took away—but it also brings concerns about meeting that demand, scaling up, and..." taxonomy_category: - "Innovation" - "Marketing" taxonomy_post_tag: - "Automation" - "C-Commerce" - "CHATBOTS" - "Retail" --- Back to school, Mother’s Day, Christmas. The pre-holiday season is here, and with it comes the excitement we feel every year. On the one hand, there’s the opportunity to boost sales, reactivate customers who haven’t bought in months, and recoup some of what Covid took away; on the other hand, there’s the concern about meeting that demand, scaling up, and continuing to provide good service to customers. The pandemic drove exponential growth in e-commerce—**230% in Latin America**, to be exact—which has transformed purchasing processes. This opens up great possibilities in an industry where consumers are increasingly familiar with digital channels. It was the first major step toward the **future of retail,** where we are captivated by the possibilities of the **phygital** world—such as augmented reality apps to see how a lipstick or an armchair would look in my living room, or the use of AI for image recognition to suggest product recommendations, and the use of QR codes in stores to display more product information and create a social experience. The next post-pandemic step for traditional retailers who want to set themselves apart and surprise their customers will be the integration of brick-and-mortar stores with e-commerce—the fusion of the physical and digital worlds from the perspective of the shopping experience. Consumers are already hybrid; they don’t view a store in isolation—it’s about the total brand experience—and as companies, we must embrace this perspective as well: true omnichannel. I discover products online, research them on e-commerce sites, clarify any questions with the store, and go to the store to see the product in person. Or I discover a product in the store, try it on, and end up buying it online so it’s delivered directly to my home. It’s clear that **the customer journey is no longer linear**; you have to be present on the channels they choose to make a purchase at the time and place of their choosing. ### **How to respond to this transformation?** ### **C-Commerce, a new ally** C-Commerce, or conversational commerce, is the best ally for reducing buyer uncertainty: - In the **pre-sale phase:** answer questions, provide estimated delivery times, assist with payment methods, discounts, and promotions; if you prefer to see the product in-store, provide stock availability by location. - During **conversion**: It’s possible to increase the conversion rate by up to 3x* by having a *closer* on the Customer Service team (whether a human agent or a chatbot) who specializes in resolving all necessary queries to naturally guide the user toward conversion. Integrated into the systems, they assist shoppers in their search by recommending products based on filters such as product type, size, color, and style—just as if you were talking to an in-store advisor who makes recommendations based on your needs. - In **after-sales service:** It is essential to provide customers with the information they need when they need it. From the moment a customer goes through the payment gateway, the company has an obligation to them: to deliver the product they paid for. Until the customer receives the product, they cannot be sure that it actually meets their expectations, which creates uncertainty. If we add to this the lack of **accurate information about the order’s status**, uncertainty turns into insecurity, and insecurity turns into anxiety. And that is what the ATC team ends up dealing with. ## If we can automate this information so that users can **manage things themselves**, we’ll succeed in reducing this anxiety and the volume of inquiries reaching the ATC team. In fact, **the Conversational Commerce app reduces 70%** **queries to the ATC team**. 90% e-commerce users prefer to contact the company via chat rather than through other means such as phone or email. If we automate queries, we can scale up the service by a factor of 10 and ensure that when queries require human attention, we can handle them in an organized manner—using queues categorized by query reason and equipped with the necessary client information and status updates. This makes the agent’s job easier and reduces stress, especially during peak periods. It is also a great tool for proactive communications: - For **lead generation**: through **outbound** campaigns that initiate conversations with your customer base. The possibilities are endless, such as sending alerts when products on a customer’s wish list become available, cross-selling, or sending a product catalog. - For **reactivating** **abandoned carts:** outbound communications to address any questions about the product that may have prevented the purchase from being completed. This approach is very well received by buyers and generally helps drive conversions. **C-Commerce** is here to stay, and to implement it effectively, it’s essential to have the necessary information and a strategy that ensures it functions optimally. ### **Success is a team effort** As an e-commerce manager, you know that the success of your sales peak depends on **well-executed** teamwork. This involves coordinating the various departments involved. From the IT department, which ensures that all technological infrastructure works flawlessly during peak demand, to the Marketing team that identifies the best strategies to attract qualified leads, the Customer Service team that addresses any customer issues, and even the external providers you select for necessary services. ***At Wittybots, we’re here to share insights based on our experience. We provide technology support for the customer experience (CX) of more than 200 companies worldwide. Our team will help you develop your project, building a long-term relationship based on trust and customer satisfaction to ensure the success of your digital transformation strategy.*** *I’m Verónica Mello, Business Development Manager at Wittybots. I’m passionate about helping companies discover how to make a difference by creating the customer experience their customers want.*[https://api.whatsapp.com/send?phone=59827140301](https://api.whatsapp.com/send?phone=59827140301) ** According to HubSpot, it’s possible to [triple your sales](https://blog.hubspot.es/marketing/triplica-tus-ventas-automatizando-tus-procesos-de-marketing) by automating your marketing processes.* [https://www.linkedin.com/in/rosina-cortella-terra-17801624/](https://www.linkedin.com/in/rosina-cortella-terra-17801624/) ## We’re revolutionizing the world of CX—join the transformation **We can help you with your business needs!** Leave us a message, and our experts will contact you. 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