How to drive Sales with Conversational Commerce (with examples)

– Vinay Bhartia, Country Director, Messagebird India

Online retail sales will reach $6.2 trillion by 2023. To grow in this competitive online space, eCommerce businesses must adopt a customer communications strategy to reflect the evolving consumer preferences.

Conversational commerce has emerged as the north star of customer communication, providing instant replies to queries and personalized interactions that delight customers and enable more purchases.

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

Chris Messina, Inventor of the Hashtag, 2016

Why do more than 25k 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 precisely this.

It helps businesses communicate with consumers in any part of the world in the same way they do with friends and family — via their favorite communications channels, on their own time-frames, 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 a variety of ways, such as:

Marketing communication (promotions, updates, deals)

Information on how and where to buy products

Order logistics (order tracking, shipping updates)

Changing orders (exchanges, returns, refunds, cancellations)

Filing complaints or feedback on orders or services

Conversational commerce use cases

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

Amazon Prime Video scores 97% click-through-rate

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

Leticia Larrea, Senior Marketing Manager

MessageBird helped Amazon Prime Video to drive more awareness of the new season of LOL and increase its viewership via WhatsApp by:

Driving more followers to their WhatsApp chatbot

With MessageBird’s help, Amazon Prime Video built click-to-chat links and custom QR codes that took users directly from digital ads to their WhatsApp chatbot. This allowed them to leverage promotional content and drive more people to watch the show.

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

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

More than 70,000+ users engaged with the WhatsApp chatbot, yielding a 97% click-through rate from users who initiated WhatsApp conversations to those who interacted with a list message. LOL season 3 ended up being the most-watched season of the franchise!

Aramex 2.7x Productivity And Handles 500K Messages Every Month

“Both our customers and our team love it because it’s faster and easier to respond to WhatsApp messages than it is to take calls or write email responses.”

Ruby Wolff, ANZ COO

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

Automating customer inquiries through a chatbot

With Flow Builder, Aramex’s customers can track, schedule, or reschedule deliveries immediately through chats, reducing the need to call support for help.

Increasing deliverability of notifications and updates via WhatsApp

WhatsApp replaced SMS and email, keeping customers updated about the status of their packages and resolving issues on the spot.

Engaging with customers with omnichannel support

Inbox allows agents to respond to all incoming messages from WhatsApp, Messenger, SMS, or Google Business Messaging through one Inbox, saving tons of working time from 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 provide 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 packed with all the scalable solutions you need to create unparalleled customer experiences. Get in touch to learn more about how conversational commerce can transform your communication with customers.

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Disclaimer: Content Produced by ET Edge

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