In the eCommerce landscape, the concept of shopping is evolving. The buying cycles are much shorter; the number of induced repeat sales are much more. The way eCommerce stores sell these days​​ is ​​more ​​aggressive!

Why?

Because consumers are spoiled for choice. If they don’t like brand A, they will use brand X in a matter of seconds. Moreover, they don’t want to be talked at by brands anymore; instead they seek to​ ​have ​a ​​conversation​ ​with​ ​them.

Chat​​ tools​​ more ​​popular​​ than​​ apps

At one point, mobile apps did offer the opportunity to keep the customers informed and induce them to make a purchase via push. However, the ​app boom is over​,with download rate going significantly​​ down​​ since ​​2016.

Mobile sessions are shorter; so obviously, brands have to exploit other digital touch points to stay engaged ​​with​​ their ​​target​​ customers.​​And ​​what​​ better ​​than ​​a ​​messenger​​ to ​​be ​​in​​ constant contact?

The communication solution brings a completely new user experience, especially to mobile.

According to Gartner, eCommerce​-driven mobile revenue will surge by 50% by the end of this year. This ​isn’t​​ surprising​​ at ​​all ​​given​​ how ​​well ​​eBay ​​leverages​​ this ​​technology.​

eBay’s ShopBot (yup, it has a name!) helps the website visitors make a purchase on the basis of their preferences. It toggles between suggested items filtered by price to finding popular items on the​​e-store.​​It​​ claims​​ to ​​be ​​as ​​effortless as ​​chatting ​​with ​​a ​​friend ​​in ​​Facebook​​ Messenger.

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The technology used by eBay is quite advanced; they have built a tool that is specifically for their users. However, if you are just starting off with a chat tool, then give a shot at using the FB Messenger.

Facebook​​ is ​​revolutionizing​​ the​​ online​​ shopping​​ experience

No, seriously. It is! You will be surprised to know that ​Facebook has the highest conversion rate. If 2% of all traffic on the eCommerce websites comes from social networks, then the social media giant ​​has​​ to ​​be ​​a​​ huge ​​contributor.

Speaking of stats: Facebook has ​1.936 billion monthly users​; its messenger is used by 1.2 billion active users on a monthly basis (Q1 2017). Now, let us explore why eCommerce should now put FB messenger ​​to ​​good ​​use:

1)​​ To​​ offer​ ​discount​ ​codes ​​and ​​coupons

Everyone loves to buy their favourite products at a discount. You can inform your customers about an​​ ongoing​ ​sale ​​or ​​time-bound​​ coupon​​ codes​ ​and ​​instigate ​​them ​​to ​​buy​​ something ​​from you​​ quickly.

Since the conversation takes place on the messenger, it is a lot easier for the customer to get more information​​ on ​​the ​​product ​(s)he ​​that’s​​ on​​ sale.

2)​​ To​​ upsell​​ or​​ cross-sell

Since you would already have the customer’s browsing and purchase history along with location, you can make appropriate suggestions. Of course, upselling and cross-selling are not that easy especially when the customer is hell-bent on buying what needs to be bought. Don’t get too pushy though.​​ There’s ​​nothing ​​worse​​ than ​​an​​ angry ​​customer!

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3)​​ To​​ accelerate​​ ​​buying ​​process

The Facebook messenger can act as a virtual shopping assistant and can help your buyer pick out the right choice. You can discuss new trends or notify about the new stock that has just come – basically​​entice​​the​​customer.

This is also an ideal platform to reduce the cart abandonment rate. You can remind the almost-customer ​​about ​​a​​ product​​ left ​​in ​​the ​​shopping ​​cart.

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Alternatively, if the products you sell are laced with complexities such as multiple specifications, then it is best to redirect the interested person to your website so that the purchase process can be completed.

4)​​ Handle ​​queries,​​ complaints​​ and requests

Did you know you can ​lose as many as 15% of your customers if you ignore their requests on social media? And businesses that do respond to social queries ​can grow by 20-40%​! For immediate assistance,​​ the​​ Facebook​​ Messenger ​​is​​ perfect.

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A quick solution will always calm an irritable customer and since they are already so spoiled for choice, ​​it​​ is ​​best ​​for ​​eCommerce​​ stores ​​to ​​keep​ ​up​​ on ​​their ​​toes ​​via ​​Facebook.

5) ​​Delivery​​ shipping​​ notifications

So a customer has bought from you? Congrats! Now keep him or her informed about the status of the delivery. Whether it is a paid order or cash on delivery, a customer that’s constantly updated will​​ be ​​more ​​inclined​​ to​​ be​​ loyal​​ to ​​you.

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In fact, if a delivery does get delayed by any chance, you won’t get angry email or a phone call blasting your after-sales officer. Wherever the delivery has reached, use the Messenger to informed on ​​the​​ same.

Is​​ starting​​ the ​​conversation ​​the​​ trick?

In this time and age, an efficient customer service is necessary not only post-sale but also pre-sale! There are practically, thousands of eCommerce stores coming into being and the only way to last in the ​​market, ​​is​​ to ​​keep ​​your​​ consumers ​​engaged.

And what’s a better channel than Facebook Messenger, where they already spend a few hours every day?

Facebook messenger marketing is slowly becoming the most efficient way to start a conversation with consumers, keep them hooked to what your store has to offer and nurture them towards a sale – ​​minus​​ the​​ noise ​​on​​ their ​​feed,​​on​​ a ​​regular​​ day.

Do ​​you​​ think ​​the​​ messenger​​ will​​ change ​​eCommerce ​​marketing ​​in ​​2018?

Ready ​​to​​ start ​​​​conversation ​​with​​ your​​ consumers?

Create​​ your ​​Facebook​​ Messenger​​ bot with ZoConvert today!