Now, this may sound like a lot of extra work, but there are plenty of real-world examples that show that conversational commerce leads to better customer satisfaction and higher sales. Take BarkBox , a subscription service from the American Bark&Co that sends dog owners a box full of necessities for their beloved four-legged friend once a month. At the end of last year, Bark&Co introduced the 'BarkBot'. A barking chatbot - in a good way, of course - that answered questions via direct messages on Twitter.
Although the number of messages to BarkBox doubled during the busy end-of-year period, the response time dropped from sixty to four minutes by, among other things, adding DMs via Twitter. A large part of the support questions could be solved by smart forwarding to the right page or FAQ. If the BarkBot did not know the answer, the customer was helped by a service employee. Various scenarios were set up with a so-called hand off trigger for the BarkBot. To give a simple example, when the question: 'Can I speak to a human?' , the customer was quickly forwarded to a service employee.
BarkBox
Chat from BarkBox
Smart conversations
To make automated messages a success, it is important to know what your customer wants and how you can best serve them at that moment. The second time a customer goes to a price page, it is more likely that he will make a purchase. If you know this, you can proactively approach him via chat with, for example, a discount code. Or if you see that a customer gets stuck during payment or does not return to the shopping cart, you as an organization can, for example, offer assistance denmark telegram data with shipping or invoicing or offer a discount code for a next purchase.
Example: Happy Socks
Happy Socks, the Swedish online retailer with a wide range of brightly coloured socks, uses a chat function on its website. On the one hand to be able to proactively make offers to customers and on the other hand to support a purchase.
Check-out support.
As a driver of campaigns (such as discount codes).
As a driver of more conversion on certain pages (for example certain collections).
For traffic from specific channels (mainly from social media).
Chat from Happy Socks
The most important task for the service employees is to start a conversation with a visitor of the website. Because, as the tests at Happy Socks show, after an online conversation the chance that the customer will actually buy a product is three times greater.