Where Do You Start With Conversational Commerce?
The answer for this question is the same as others where there is no hard, fast, or linear answer — it depends. Where you start depends on a few key things:
- Your business goals and any identified opportunities for improvement
- How your customers currently contact you
- Pain points within your customer’s experience that you want to address
Let’s say you own retail stores that sell outdoor apparel. In-store sales have dropped dramatically so your company has decided to have a summer sale that is heavily promoted across your website. You’ve also decided to test Facebook ads to reach new customers. A lot of retailers probably can relate to this scenario and understand how important the sale is for year-end results. Every transaction counts.
Now, let’s say you’ve kicked off that sale and are getting inundated with calls. Customers are having trouble with the promo code at checkout. While some may stop and call, others may decide to just abandon their cart never to return again. Since you kicked off Facebook ads, you’re also seeing a huge spike in conversations in Messenger about the promo code and other product questions as well.
This is where conversation commerce changes the outcome. With messaging, customers are able to easily reach you either on your website, text, or Facebook Messenger while shopping or while they are trying to checkout. By bringing all interactions together in one platform your business saves time and your customers receive a faster, more fluid experience.
Quiq has helped many large retail clients overcome situations just like this by implementing messaging. Because Quiq supports messaging across SMS/text, web chat, social, Apple Business Chat, and Google’s Business Messages, companies have the option to start with one or all of the channels.