What is conversational commerce?
Conversational commerce refers to the fusion of messaging apps and online shopping, enabling businesses to interact with customers directly via platforms like SMS and WhatsApp. This hands-on, real-time approach bridges the gap between online stores and their clients, making the buying experience more human and effective.Why SMS and WhatsApp are essential for ecommerce
While there are many messaging apps available, SMS and WhatsApp remain unmatched in their reach and engagement levels within Europe. Here’s why:- High open rates: SMS and WhatsApp messages are opened and read almost instantly.
- Direct engagement: Contacting customers on their preferred channels increases response rates and boosts satisfaction.
- Personalized experiences: Messaging allows tailored recommendations, offers, and assistance.
Combining SMS and WhatsApp for robust conversational commerce
Many retailers use SMS for important alerts (like order confirmations or delivery updates) and WhatsApp for richer, interactive dialogues (like product recommendations or customer service). Used together, they create a seamless journey:- Order notifications via SMS with direct WhatsApp links for further assistance.
- Promotional codes or flash sales via WhatsApp, followed by SMS reminders.
- Using both channels to automate abandoned cart reminders and re-engage customers.
Effective strategies for SMS and WhatsApp marketing
Personalized messaging
Segment customers based on past behavior and interests to send relevant content. Use both SMS marketing and WhatsApp marketing for maximum effect.Integrations with ecommerce platforms
Leverage Make.com or Zapier integrations to automate processes like birthday greetings, order status updates, and customer surveys.Automated workflws
Automation streamlines operations, ensuring immediate responses. For example, use an OTP SMS for two-factor authentication or birthday SMS for special offers.Enhancing customer journey stages
- Awareness: Reach new customers with bulk SMS campaigns or WhatsApp newsletters.
- Conversion: Send targeted offers and simplify purchases via WhatsApp chatflows.
- Loyalty: Set up automated thank you or birthday SMS messages.
Practical examples of conversational commerce in action
- A fashion retailer automatically sends a WhatsApp message with styling tips after a customer completes a purchase.
- An online store triggers a cart abandonment SMS with a direct link to customer service on WhatsApp.
- An electronics shop uses SMS for order tracking, with WhatsApp available for support inquiries.
Best practices for SMS and WhatsApp conversational commerce
- Obtain and respect consent for messaging.
- Keep your messages concise and value-driven.
- Respond quickly to queries through WhatsApp's two-way communications.
- Test different messages to see what resonates best.
How Smstools helps enable conversational commerce
By offering both SMS software and WhatsApp newsletters, Smstools allows ecommerce brands to:- Launch bulk SMS campaigns with a few clicks.
- Run targeted WhatsApp marketing.
- Connect through a single API for scalable automation.
- Integrate with your store, CRM, or automation tools.
- Set up virtual SMS numbers and SIM hosting for local presence.
FAQ: Conversational commerce with SMS and WhatsApp
What is conversational commerce?
Conversational commerce is the practice of using messaging channels to communicate with customers throughout the buying process.Is SMS or WhatsApp better for ecommerce?
Both have strengths. SMS is ideal for urgent notifications; WhatsApp excels in interactive and visual engagement.How can I automate my messaging flows?
Integrate with tools like Make.com and Zapier to trigger automated workflows based on customer actions.Can I use Smstools for both SMS and WhatsApp?
Yes! Smstools offers both channels in a single platform with API integration.Is customer consent required?
Yes. Always obtain permission before sending marketing messages.Conversational commerce with SMS and WhatsApp for ecommerce
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