Messaging allows users to maintain strong connections with friends and family. Now that messaging can also be used by businesses, customers can communicate with brands (in the same way they do in their private lives). If you approach this smartly as a business, you can use these channels to create personalized customer experiences and ensure improved customer loyalty.
The data says it all: 4 out of 5 consumers shop on their mobile phones. 87 percent of smartphone owners use messaging apps like WhatsApp, Facebook Messenger and WeChat. Companies with a smart omnichannel strategy have been aware of this for a while. They are used to being where their customers are. They are now using messaging to not only communicate with their customers, but also to do business.
In 1994, someone sold a Sting CD to his friend via NetMarket . With this purchase, e-commerce was born special lead A lot has happened since then. Online shopping has become an integral part of the global economy and colossal players such as Amazon and Alibaba dominate the market. Of course, development does not stand still. This time, the change is driven by conversational business . In other words: doing business via messaging tools.
It’s not like e-commerce is going to make way for conversational commerce (also known as c-commerce) anytime soon. But the trend is clearly visible. According to Zendesk’s 2020 State of Messaging Report , 54 percent of retailers already offer support via messaging apps. This is especially appreciated by customers: the average customer satisfaction score (CSAT) is a whopping 98 percent .