Conversational Commerce
October 15, 2024
Best Practices for Success with Your Marketing Messages This Festive Season
The festive season offers a unique opportunity to engage with your customers and boost sales, and WhatsApp marketing messages can be a powerful tool to achieve this. However, cutting through the noise during this busy time requires a thoughtful approach. By focusing on the quality, relevance, and timing of your messages, you can make a lasting impact on your audience. Here are some best practices to guide your festive season marketing efforts on WhatsApp: 1. Send Messages Your Customers Want To build meaningful connections, ensure that the messages you send are welcome and expected by your audience. Start by securing clear opt-ins from customers before sending marketing messages. Clear Opt-in Flows: Let your customers know what type of messages they[...]
September 12, 2024
Unlocking the Future of Social Commerce: Embrace WhatsApp Catalog and WhatsApp Pay Today
In today's digital landscape, social commerce seamlessly blends social media and e-commerce, allowing users to discover, engage with, and purchase products directly through their favorite apps. Social commerce, also known as social selling, is expected to reach $1.7 trillion in market size in 2024. This innovative approach enables businesses to connect with customers on a more personal level, providing a complete shopping experience without leaving the platform. Among the most powerful tools in this space is WhatsApp, with an estimated 3.03 billion users in 2024 and an impressive 98% open rate. By merging communication and commerce, WhatsApp has evolved beyond just a messaging app—it’s now a critical platform for businesses to drive sales and engage customers. WhatsApp is creating a[...]
August 26, 2024
Maximize Customer Engagement with WhatsApp Flows and Templates: The Future of Business Communication
In today's digital age, instant messaging has become an integral part of our daily lives. Two out of three people said they prefer to shop from a business they can message. One platform that has revolutionized the way we communicate is WhatsApp. According to Business of Apps, WhatsApp is the leading mobile messaging app globally, enabling businesses the power to connect with customers personally, at scale through messaging. With its user-friendly interface and robust features, WhatsApp has emerged as one of the most popular messaging apps worldwide with 2.8 billion users in 2023. WhatsApp has recently rolled out new features: WhatsApp Flows, that allows users to swiftly develop and deploy native, task-centric workflows on WhatsApp. In addition to this new[...]
March 4, 2024
Elevate Your Sales Strategy with Business Messaging During Ramadan
Ramadan, a sacred month in the Islamic calendar, presents not only a time of spiritual reflection but also a significant opportunity for businesses to enhance their connections through platforms like business messaging. With over half of Muslim consumers expected to increase spending during this period, leveraging effective communication tools becomes crucial for boosting sales. Communities, entrepreneurs, and customers witness a notable surge in sales during Ramadan. Food and beverage businesses can offer special promotions, Iftar buffets, and discounts. Fashion and beauty companies can attract customers with modest clothing deals. Charity organizations can initiate targeted campaigns to encourage donations. Understanding consumer behavior during Ramadan is vital for marketers and business owners to capitalise on the sales opportunities. Numerous potential customers allocate[...]
January 26, 2024
Navigating the Chinese New Year Shopping Rush: Streamline CX with Automation and AI
The Chinese New Year holiday season is approaching, and for e-commerce retailers, this marks a surge in customers seeking assistance from your support team. How can you efficiently handle the influx of inquiries while ensuring prompt and personalized support during this busy time of the year? Instead of contemplating the need to hire additional support representatives, consider leveraging the synergy of humans, automation, and AI to proactively and automatically address customer queries. Here are our recommendations for delivering exceptional support seamlessly to your online shoppers. Tip 1: Provide 24/7 Support with AI Assistance Recognizing the impracticality of expecting your support team to work round the clock during the Chinese New Year holiday rush, embrace AI chatbots to fill this gap.[...]
December 11, 2023
The Modern Approach of Ecommerce Customer Service: Strategies for Success
In the ever-evolving landscape of ecommerce, the dynamics of customer service are undergoing a profound transformation. As brands become integrated into our daily lives, customer expectations are shifting towards authentic and proactive experiences. This article delves into the strategies essential for navigating this evolution successfully, shedding light on fundamental aspects of building a robust customer service program and overcoming challenges prevalent in the contemporary ecommerce realm. Traditionally, ecommerce customer service involved a reactive game of issue resolution, resembling a metaphorical whack-a-mole. However, with the current integration of brands into everyday experiences, customers now anticipate authentic interactions from the outset. In the modern approach, the focus is on providing VIP treatment throughout the customer journey, addressing needs proactively to minimize the[...]
July 5, 2023
Conversational Commerce: Tap into Messaging Apps Your Customers Already Use
Customers are the backbone of any business. Acquiring and retaining customers is crucial to outperforming your competitors. However, traditional customer service methods, such as email and phone calls, are no longer meeting the expectations of today's consumers. Studies have shown that the average response time to customer service requests is over 12 hours, and 62 % of companies don't even respond to customer emails. It's no wonder that customers are increasingly frustrated. Evaluating Customer Communication Trends In this digital age, messaging apps have become an integral part of people's lives. Platforms like Facebook Messenger, Twitter direct messages, WhatsApp, and WeChat provide users with the convenience of asynchronous communication, speech recognition, natural language processing, and artificial intelligence (AI). People use these[...]
June 27, 2023
The Rise of Generative AI: A Paradigm Shift for Retail and CPG Companies
Technology has always been a driving force in the retail and consumer packaged goods (CPG) industries. From managing vast amounts of data to optimizing supply chains, traditional AI and advanced analytics have played pivotal roles. However, a new technology called generative AI has emerged, promising to revolutionize these industries even further. By automating key functions and streamlining processes, generative AI has the potential to generate significant value for retail and CPG companies. In this blog, we will explore how generative AI can reshape the landscape and unlock unprecedented opportunities. Automating Key Functions for Increased Productivity Generative AI has the power to enhance productivity in the retail and CPG sector by 1.2 to 2.0 percent of annual revenues, equating to an[...]
November 2, 2022
Conversational Commerce for eCommerce Business: 4 Things Not To Miss
Every e-retailer understands the challenges of competing for customer’s attention in the crowded online space where a wide range of ads and multimedia content are dominating. For brands to attract and engage potential customers, be it on a website or social media platforms, there has to be a personalised, human-like way to approach them. Nearly 99% of Malaysians and Singaporeans own a smartphone, which translates to around 38 million users in total in the region. Smartphones allow access to a variety of services, including shopping and ecommerce. In February 2022, it is reported that 66% of smartphone users purchased a product or service online every week. It’s a no-brainer then, that many eCommerce merchants are tapping into mobile shopping with[...]
October 3, 2022
Leverage Omnichannel Conversations To Drive Sales During The Holiday Season
When the Covid pandemic hit 2 years ago, more than 74% of the world’s consumers quickly moved to shop online and accelerated the speed of digital transformation across industries. As a result, the retail landscape has shifted with the lines between shopping online and offline blurring dramatically. With the holiday season coming up, a key challenge for merchants is recreating the same excellent customer experience that they experience in-store on their e-commerce storefronts. With online sales expected to peak during the upcoming holiday sales season, merchants are likely to see a sharp uptick in customer enquiries - and providing a positive customer experience for each of these requests across multiple platforms will prove to be crucial for brands looking to[...]