The Role of Conversational Commerce in eCommerce Success
As customers grow more digitally connected, they no longer want to be treated as ticket numbers—they expect real conversations. This shift has fueled the rise of conversational commerce, where brands engage customers directly through messaging apps, chat platforms, and social channels to provide personalized product recommendations.
According to Insider Intelligence, nearly 75% of consumers say they are more likely to purchase from brands that offer messaging-based support and recommendations. Unlike static product listings or generic ads, conversational commerce creates a dynamic shopping journey: customers ask questions, get instant responses, and receive tailored suggestions—all within the same conversation.
Upselling Powered by CXBOX Recommendation and Its Reporting Page
This is where CXBOX Recommendation comes into play. Designed to work seamlessly with Zendesk and major eCommerce platforms such as Lazada, Shopee, Shopify, and TikTok, agents can utilize CXBOX Recommendation’s AI capabilities to deliver personalized product suggestions to customers. But what truly sets it apart is its reporting page, a feature that gives businesses deeper visibility into the performance of their upselling strategies.
The reporting page is divided into four main components:
- Overview: A quick snapshot of performance metrics such as total sales, number of customers, recommended products, and units sold. Below this, a dynamic graph visualizes these variables, making it easier to spot trends at a glance.
- Top 10 Best-Selling Categories: Displays the categories of products that drive the most results. Businesses can see how many times each category was recommended and the number of units sold—insights that help shape marketing and inventory decisions.
- Top 10 Best-Selling Products: A graphical view of the most popular products within the store. This section highlights conversions, recommendation frequency, and units sold, helping businesses understand which products resonate most with customers.
- Top 10 Agent List: Perhaps the most unique feature, this section ranks agents who generated the most product recommendations that resulted in sales. Unlike standard Zendesk reporting—which typically focuses on SLA metrics such as ticket resolution time—CXBOX goes further by showing how each agent contributes to sales. This not only encourages accountability but also gamifies the upselling process, motivating agents to perform at their best.
Together, these features transform upselling from a guessing game into a data-driven strategy, empowering businesses to make smarter, faster decisions.
Why Data-Driven Insights Drive Growth
Having access to clear, actionable data is a game changer for eCommerce businesses. With the right insights, companies can identify top-performing products, spot customer trends, and understand which upselling strategies work best. Instead of relying on intuition or fragmented reports, managers can use CXBOX Recommendation’s reporting page to align sales, marketing, and customer support teams around measurable goals.
For example, if the data shows that a specific product category consistently converts well, marketing teams can double down on campaigns around that product, while support agents can be encouraged to prioritize recommending it. Similarly, insights into top-performing agents provide opportunities for coaching, recognition, and sharing best practices across teams.
By combining upselling capabilities with comprehensive reporting, CXBOX Recommendation turns everyday interactions into revenue opportunities. Businesses that embrace this data-driven approach not only boost short-term sales but also build long-term loyalty by delivering more relevant, personalized experiences to customers.
CXBOX Recommendation as a Growth Engine
Upselling in eCommerce isn’t just about pushing more products—it’s about offering value in ways that strengthen customer trust and drive repeat purchases. With CXBOX Recommendation and its reporting page, businesses gain both the AI-driven tools to make smarter product suggestions and the analytics to measure and refine their strategies.
In an industry where customer expectations are constantly evolving, CXBOX Recommendation helps transform data into decisions, and decisions into measurable growth.
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CXBOX was developed by Demeter ICT from Zendesk implementation experience.
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