How to Generate Sales with Conversational Commerce (With Examples)

– Vinay Bhartia, Country Manager, Messagebird India

Online retail sales will reach $6.2 trillion by 2023. To thrive in this competitive online space, e-commerce businesses must adopt a customer communication strategy to reflect changing preferences. consumers.

Conversational commerce has become the north star of customer communication, providing instant answers to queries and personalized interactions that delight customers and drive more purchases.

“Conversational commerce is about providing convenience, personalization, and decision support while people are on the go, with only partial attention to devote.”

Chris Messina, inventor of the hashtag, 2016

Why do over 25,000 businesses choose MessageBird to communicate with their customers?

To succeed with conversational commerce, you need a robust platform that meets your customers’ needs and helps you stay ahead of the competition.

MessageBird does just that.

It helps businesses connect with consumers in any part of the world the same way they do with friends and family – through their preferred communication channels, on their own timeframes and with all the context of previous conversations.

Global brands use MessageBird to connect with their customers on WhatsApp, Instagram, Facebook, SMS and other channels in various ways, such as:

Marketing communication (promotions, updates, offers)

Information on how and where to buy products

Order logistics (order tracking, shipment updates)

Modification of orders (exchanges, returns, refunds, cancellations)

Submitting complaints or comments about orders or services

Conversational commerce use cases

Here are examples of how global brands have achieved their goals with MessageBird’s conversational commerce suite:

Amazon Prime Video gets a 97% click-through rate

“Thanks to MessageBird, we were able to create a creative and engaging campaign that had a big impact on our goals.”

Leticia Larrea, Senior Marketing Manager

MessageBird helped Amazon Prime Video to raise awareness of the new season of LOL and increase its audience via WhatsApp by:

Drive more subscribers to their WhatsApp chatbot

With the help of MessageBird, Amazon Prime Video created click-to-chat links and custom QR codes that took users directly from digital ads to their WhatsApp chatbot. This allowed them to take advantage of the promotional content and get more people to watch the show.

Automate engagement and spread awareness with call-to-action buttons

Whenever a user started a conversation with their WhatsApp number, the chatbot responded with an interactive list message that included rich media and could be shared with friends and groups. Call-to-action buttons drove WhatsApp users to the Amazon Prime Video website, potentially converting them into subscribers.

Over 70,000 users engaged with the WhatsApp chatbot, resulting in a 97% click-through rate between users who initiated WhatsApp conversations and those who interacted with a list message. LOL Season 3 ended up being the franchise’s most watched season!

Aramex 2.7x Productivity And Handles 500K Messages Every Month

“Our customers and our team love it because it’s faster and easier to respond to WhatsApp messages than taking calls or writing email replies.”

Ruby Wolff, ANZ COO

MessageBird has helped Aramex (a leading global provider of complete logistics and transportation solutions with 18,000 employees and offices in over 70 countries) respond more effectively to all incoming messages by:

Automate customer requests via a chatbot

With Flow Builder, Aramex customers can track, schedule or reschedule deliveries immediately via chats, reducing the need to call support for assistance.

Increase the deliverability of notifications and updates via WhatsApp

WhatsApp has replaced texting and email, updating customers on the status of their packages and resolving issues on the spot.

Engage with customers with omnichannel support

Inbox allows agents to reply to all incoming messages from WhatsApp, Messenger, SMS, or Google Business Messaging through a single inbox, saving tons of work time by switching tabs and contexts.

How to get started with conversational commerce

Conversational commerce, when done right, will do wonders for your business by optimizing interactions with customers and potential customers and facilitating positive communication experiences.

A trusted partner with the expertise to deliver the necessary solutions and help you test and implement them is key to getting started. MessageBird offers one of the most comprehensive conversational commerce suites with all the scalable solutions you need to create unparalleled customer experiences. Contact us to learn more about how conversational commerce can transform your communication with customers.

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Disclaimer: Content produced by ET Edge

About Shirley L. Kreger

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