Combining notifications, conversations, engagements results in more sales, better CX

“We’re really trying to have that hybrid experience, come online,” says Sean Whitley, VP of Sales at Mitto, describing how conversational commerce creates a dynamic human element to the customer experience when shopping. In this podcast we learn about new channels for ecommerce growth, namely social media, and chat apps, and how brands can use conversational commerce to deliver unique experiences and drive conversions. “You want the same experience with your brand,” adds Whitley, noting how conversational commerce not only helps in a retail process but also in creating a consistent brand experience. We learn how these technologies not only deliver great CX, but they also result in more sales. The use of notification tactics can, for example, reach back out to consumers to look at abandoned shopping carts, where research shows how consumers returning to their abandoned carts, often, make a purchase. We learn how Mitto uses powerful AI tools to help brands connect with their customers. Conversational commerce aims to bring the previously personal element of shopping to the digital realm with the help of new communication channels – such as SMS, WhatsApp Business, Facebook Messenger and Instagram. These are great channels for customer support and marketing, but now they’re also great for conversions. A customer engaging with either a live agent, AI bot, or hybrid of both can have questions answered in a two-way setting and eventually purchase directly within the dialogue.

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