“Instant Messaging offers a secure, fast, and convenient way to communicate and increase the chances for better customer service. Now, if only everyone could agree on the norm.”
eCommerce business is prospering at a noticeable growth. The constant change in consumers’ choices and behavior are the primary reasons behind the eCommerce industry’s immense growth.
Moreover, the change in shopping trends, extensive range of products, and increasing the middle-class person’s purchasing power has brought a significant transformation to the eCommerce industry and made online shopping sites such as Amazon, Walmart, Flipkart more popular across all age groups.
- According to Statista, WhatsApp has more than 1500 million active users,
- followed by Facebook Messenger with 1300 million users.
Today, instant messaging apps provide all the modern features and functions that did not exist in conventional text messaging. (source)
Earlier, messaging apps were only used as a backup for either text or calls. Today, it would be impossible to live with using those apps, and businesses are using them for promotional activities. In fact, users are also increasing, so eCommerce business owners have found that this is the ultimate way to stay in touch with customers.
Here we have addressed several reasons why eCommerce businesses should invest in instant messaging apps to build goodwill for their brand.
Table of Contents
A Secular Shift To Instant Messaging for eCommerce Business
Instant Messaging (IM) is a fast and real-time exchange of messages online. Today, people want convenience, and instant messaging apps have it that eventually boost business growth and make strong connections with consumers.
Conversational commerce is not just a trendy concept; business owners need to adopt modern changes for growth. User research shows that buyers are more comfortable and willing to shop online with bots. This is why eCommerce businesses are leveraging instant messaging apps to increase sales and profit.
People are Excessively Using Messenger Apps
According to a report released by Business Insider, customers have been using the leading four apps:
- Facebook Messenger
- Viber
More and more consumers are using the above apps more frequently. Using these apps puts your eCommerce business where most people are; it increases your brand visibility and purchase opportunity. (source)
Reasons Instant Messaging Apps is Essential for eCommerce
Some trends these days may not be limited to only entertainment, but IM for the eCommerce business is one of the trends that can prove their pivotal role in today’s modern world and in the future.
Customers who connect with businesses through IM apps have reported more improved customer experience and better conversion rates. This is why more and more eCommerce businesses have implemented live chat options, and the experienced conversion ratio goes up by 45%.
Let’s discuss several benefits that IM offers and helping business owners to increase their conversion rates.
Cost- effective
Undoubtedly, instant messaging is a cost-effective way of communicating with your consumers. Moreover, they are more active in these apps and find it interesting to stay in touch with brands. Not only the eCommerce business but IM for work cuts down the cost in half. Recently, it was published that the cost of poor communication reached $37 billion by instant disconnections.
Via instant messaging apps, brands no longer need to appoint staff or executives to answer consumers’ queries or problems. Ultimately, it saves cost and can serve thousands of people at the same time.
Get Back To Users – No Matter Where They Are
Enhanced customer service is another reason why eCommerce businesses should consider instant messaging for better communication. It is important to understand that customer service can either make your business or ruin it; often, poor customer experience is the major reason for your eCommerce company’s downfall.
As we have mentioned earlier, customers are using WhatsApp, Facebook Messenger, WeChat, etc., to communicate with brands. Unlike most Live Chat options, direct messaging conversations don’t happen in real-time. It’s usually to have a back-and-forth conversation. Here you miss a potential customer.
This is why eCommerce and on-demand delivery companies use IM to connect with their customers in real-time. Food business owners are now deploying ubereats clone script with modern messaging features into their business. It increases sales and allows them to improve the customer retention ratio within a short time.
Furthermore, it can also send them special offers and deals without initiating a new chat; they will easily receive all these messages directly to their smartphones.
Unparalleled Customer Support
Customer support entails everything from solving their queries to guide them regarding the usage of products and services. Customers tend to purchase more products with brands that offer excellent customer support, especially when it comes to eCommerce and online delivery companies.
Messaging apps are something that allows business owners to establish strong connections with their consumers. These apps are the most personalized channel; it is the best way to build a loyal customer base and develop mutually strong connections with the customers.
Moreover, you can send them greetings, special offers. As a result, it will help you turn your potential customer into a loyal one.
Opportunities For Personalization
In today’s modern age, personalization is the king when it comes to eCommerce business. As per the survey conducted by Salesforce, more than 75% of the consumers admitted that they would shop with brands that offer a personalized experience.
If you want to establish your brand in the business world, personalization offers endless opportunities to improve customer journeys and overall experience. You can send personalized and customized emails to offer exclusive deals. For instance, the well-known make-up brand Sephora improves customer interactions through their Kik Chatbot.
The Bottom Line
Using instant messaging for customer service offers eCommerce businesses lots of advantages. It fosters customer loyalty and enables business owners to market their business at a low cost. By using instant messaging services, you can generate more leads and customers.
Instant messaging apps these days are the most useful medium in this regard. It helps eCommerce companies transmit important updates in seconds and reach out to thousands of consumers in the fastest possible manner.
If you are using Magento 2 to develop your e-Commerce business, this Magento 2 Live Chat will be one of effective solutions.
Author bio
Deep Moteria – a serial entrepreneur and blogger who wishes to support the ground transportation industries with his writings. He covers up all the known and unknown facts around the industry and puts it together to create trending articles across different websites. He also includes details on the latest trends, fun facts, business expectations, strategies, and models to follow to achieve success in the transportation sector.
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