The core success of your business isn't just about acquiring as many customers as possible. It's about making your customers happy. When your customers are happy, they stay loyal and continue to contribute to your profits. They will also invite their friends along in the enjoyment.

Consumers are rapidly adopting new ways to interact with brands, such as social media outlets like Twitter and mobile messaging apps like Facebook Messenger and SMS. Over the past year, it's become a critical way for retailers to retain business, drive customer engagement, and maintain sales. 

As a result, customer expectations have been drastically raised, and they want their needs met no matter where they are and independent of their problem or the team responsible. In other words, a simple chatbot that just answers frequently asked questions (FAQs) isn't going to cut it. Chatbots have to enable customers to do simple ecommerce operations in an easy and self-serve manner. You might also like: What is Conversational Commerce?

"84% of consumers are more willing to do business with companies that offer self-service, but only 61% say companies offer easy, convenient self-service. More than 70 percent of businesses agree chatbots make it easier for customers to get their issues resolved, with 40 percent indicating they will invest in customer-facing AI for self-service in the future." NICE "2020 Customer Experience (CX) Transformation Benchmark."

Enabling ecommerce tasks in chatbots

Messaging channels like SMS, Messenger, and WhatsApp are more than just communication channels. Modern ecommerce chatbots implemented over these channels can leverage the always logged-in identity and interactivity of messaging channels to enable simple ecommerce operations in an easy and self-serve manner.

Here are some examples:

• Provide customers with answers to questions about products sold, available promotions or orders they have previously placed.
• Enable user to view their purchase history and even reorder previously purchased products in the bot, without having to go to the website
• Help customers check the status of their previously placed orders
• Help customers to reach the right department or a live agent.
• Allow them to sign-up to receive promotions over SMS and other messaging channels. 
• Engage the customer in a conversation after they have received a promotion over SMS or other messaging channels, so they become familiar with your brand and products. 
• Enable them to manage their subscriptions e.g. skip or delay shipments or add/remove products from upcoming shipments

About Radiance Commerce

RRadiance Text-to-Order platform helps brands generate orders through messaging channels like SMS, Messenger, and Instagram. Our platform provides sophisticated tools to build automated and feature-rich workflows that create a frictionless experience for your customers. We use Natural Language Understanding (NLU) with entity-extraction technology to truly understand your customer's intent. 

Contact Radiance Commerce to learn how we can help you generate revenues from messaging channels.