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What Is Multi-channel Selling?

The e-commerce industry is constantly evolving. Some brands consistently do better than others in selling their products and services to customers.Do you know why?Businesses know online shoppers don’t stick to one sales channel for shopping, so brands don’t sell only on one or two sales channels but reach wherever their customers are. According to a study by Harvard Business Review, over 73% of customers use multiple channels during their shopping journey or from product exploration to purchase. To cater to their customers spread across different channels, brands devise tailored strategies for each platform. These channels encompass physical stores, websites, social media, marketplaces, and others. With bespoke strategies for each channel, brands enhance their ability to connect with customers, sell their products effectively, and ultimately succeed.This concept is known as multi-channel selling as it resonates with selling on different platforms and is the most convincing method to grow market share and double your sales.A multi-channel selling strategy, therefore, has become increasingly necessary for businesses to reach a broader customer base and improve sales. So, if you’re an eCommerce business and looking for ways to boost your sales or want to know more about multi-channel selling, you are on the right page. In this article, we’ll deep-dive into multi-channel selling and unearth its benefits and best practices for implementing a multi-channel selling strategy. Let’s jump right into it!What Is Multi-Channel Selling?Multi-channel selling is a strategic approach where businesses utilize various platforms to communicate with their audience, engage them effectively, market their offerings, and eventually sell their products or services.These include physical and digital channels like physical stores, brand websites, social media channels, online marketplaces, or any place where customers can buy your product.Multi-channel also offers availability on different devices customers use to connect with the brand, like computers, smartphones, tablets, etc.It is interesting to note that, unlike omnichannel selling, there is no intentional overlap or integration between the sales channels. In a multi-channel sale strategy, each channel has its individuality and is handled separately.Lululemon is an example of multi-channel selling.Multi-Channel Selling on LululemonShoppers can buy products from the brand’s physical store, website, or marketplaces like Amazon.Let’s look at the primary multi-channels for sales that businesses use to reach their target audience:Brick-and-mortar stores: The conventional way where consumers visit a physical store and shop for products.Online marketplaces: A virtual mall or a platform that unites multiple buyers and sellers and enables transactions between store owners and their consumers within the marketplaces. Amazon, eBay, and Etsy are all prime examples of an online marketplace.Social media platforms: Social media is the most powerful way to exhibit your products, engage with an audience worldwide, and convert followers into customers. It helps in brand building and expanding business reach.Instagram and Facebook are popular platforms with recently-added tools and features for social selling and direct purchases.Online stores: With the rise of virtual shopping, many businesses have now set up online stores so that consumers can access a comprehensive range of products and purchase products directly from the brand.Shopify is a renowned online store that helps brands to set up in minutes and start selling.Other online spaces: Other online spaces like Mobile marketplaces and Comparison portals are becoming prevalent to address the diverse shopping needs of customers.Google Shopping is a comparison portal that helps consumers to scan a list of products and select their preferred seller’s website.Differences between Multi-channel and Omni-channel SellingMulti-channel and omnichannel selling are often mistaken as the same because they both use multiple channels.However, the similarity ends there.The omnichannel selling strategy links every channel to deliver a unified and seamless shopping experience across all online and offline touch points.With an omnichannel approach, customers can explore products on their smartphones and purchase in the store or vice versa.Starbucks is an ideal example of omnichannel selling. The rewards app of Starbucks encourages shoppers to place an order at the store or online in advance, pay by phone, enjoy in-store refills, and get customized offers.Starbucks also lets customers add money to their accounts through their smartphones, website, or in-store counter. Customers can collect points from every purchase and exchange points for food or drinks.Changes in any features or offers are updated in real time across all channelsStarbucks Omni-channel SellingOmnichannel selling is best suited for sophisticated and well-resourced big brands like Starbucks.Whereas multi-channel selling empowers the customers to interact with the brand across different channels. Each experience here is unique and separate as every channel in a multi-channel approach works independently from one another.The Importance of Multi-channel SellingHere are some latest stats that will help you understand the importance of multi-channel selling for your business. It’s crucial to consider that these figures represent averages. The impact of multi-channel selling can differ significantly across industries, countries, and customer segments. Therefore, while planning your multi-channel strategy, consider your specific business context and customer preferences.47% of digital purchases worldwide happened via online marketplace platforms.B2C marketplaces are estimated to surpass sales figures of $3.5 trillion by 2024.14% of customers prefer to shop at an online marketplace for the first time.37% of buyers prefer repeat purchases at an online marketplace.Apart from these stats, listed below are reasons that support multi-channel selling.1. Facilitates Offline and Online SalesMulti-channel selling is a very unifying experience for businesses selling offline and online. It helps them boost sales and reach multiple consumer segments simultaneously, connecting brands to more people.2. Grows Customer BaseThe purchase dynamics of shoppers vary from each other. While few prefer online shopping, some have trust issues with the concept. Many customers prefer to buy from retail stores, and some buyers make impulse purchases on different channels like social media. So, placing your products strategically in multiple channels improves the chance of conversion.3. Improves Customer PerceptionWhen your brand is present on all major platforms, customers find your brand approachable and forward-thinking. It also gives them the idea that you are well aware of your customer’s purchasing habits and are responsive to their needs.4. Boosts SalesMulti-channel selling opens the door to new audiences and potential leads. You can successfully convert customers into a loyal customer base.When customers are interested in your product and see your products on different channels, they are most likely to buy it. And, if you make quality products and have a great marketing strategy, you are guaranteed to make a sale. Key Components of Successful Multi-channel Selling1. Consistent Branding Across ChannelsOver 95% of customers use more than three channels in a single interaction with a brand. Therefore, companies must deliver brand consistency across all channels for a positive customer experience and earn a good reputation. Brand consistency is the first step to reaching potential customers, as it covers the target market by delivering quality service. Maintaining a consistent brand voice imbues trust and builds loyalty with your customers.Coca-Cola, the famous brand, is well-known for its distinctive visual identity, like its iconic red color, cursive script logo, and unique shape of its bottle that is used across all of its marketing and advertising campaigns, making it recognizable to customers. Coca-Cola’s slogan, “Open Happiness,” is consistently used across all touchpoints, solidifying the brand’s identity. This consistent brand voice helped Coca-Cola become one of the most remembered brands worldwide.Therefore, consistent branding helps your customers identify your brand, regardless of the channel you use. However, consistent branding does not mean all your channels should be identical. It’s about creating a harmonious brand experience where all channels align with your brand’s core values and message but also cater to the unique characteristics and user behavior of each channel. For example, while your website might focus more on product information and customer service, your Instagram account could be more about brand storytelling and customer engagement.The following tips can ensure your messaging or product information resonates with your brand identity.Keeping the same brand tone of voiceUsing the same brand colorsUsing good-quality images of the product 2. Optimized User ExperienceCustomer loyalty is the sweet fruit of a great customer experience that merges offline and online brilliantly.Multi-channel selling offers a consistent user experience across platforms. For example, when a customer visits an Adidas store, they know they can shop online if a particular product is unavailable in their nearest retail outlet. Stocking the entire inventory in one store is impossible. The online app helps customers continue their purchases online. Multi-channel retailing takes strategic advantage of the channels, devices, and platforms available and the time users spend online to reach a bigger market, giving brands a perfect chance to reinforce their brand presence.3. Centralized Inventory and Order ManagementMulti-channel sales equal multi-channel inventory management – the core of all operations besides product catalogs on online marketplaces, eCommerce platforms, web stores, etc. Source: Wix.comCentralized inventory management syncs your customer’s sales channels to help you complete the purchase orders smoothly and hassle-free. You can effortlessly track inventory for multiple locations to avoid any out-of-stock cases. Moreover, your customers can also get accurate inventory data on availability and shipping options.Centralized inventory management also acts as an order management system(OMS) to view, receive, track, fulfill, and manage customer orders in a single platform. A centralized inventory gives you a clear picture of the best-performing products, helping you keep a higher stock of your best-seller products to improve sales. Managing inventories for online and offline platforms needs a multifaceted approach. It is also essential to balance management internally to deliver a seamless, consistent, and personalized customer experience externally.4. Effective Multi-channel Marketing StrategySelling on multiple platforms requires considerable effort and a tip-top marketing strategy. A well-put and orchestrated multi-channel marketing strategy help you make the most of your brand presence and improve engagement and profits without costing an arm and a leg.Multi-channel marketing strategy allows you to build your brand across many different platforms by utilizing multiple tactics. A centralized marketing approach helps you make sales where your target customers are and boosts your online presence and ROI. Multi-channel marketing merges multiple promotional and distributional channels into a unified strategy to draw customers’ attention and communicate the value of the product/services. Creating an effective multi-channel marketing strategy involves reaching customers by employing multiple channels, each with its own catered messaging but consistent strategy.An effective marketing strategy can attract, nurture and convert leads and meet sales targets. Use these six simple steps to craft a multi-channel marketing plan for your business:1. Define your target audience.2. Determine the appropriate channels.3. Craft a consistent messaging to provide users with a similar experience across all channels4. Use analysis tools to track your campaign success and the reaction of customers.During the Super Bowl XLVIIn, the power was out for over 30 minutes. While other advertisers were losing money from those costly TV ad buys, Oreo’s Tweet: “Power out? No problem,” synced perfectly into Oreo’s ongoing campaign that spoofed dark-dwelling monsters. This post blasted across social media with around 15,000 retweets and 20,000 Facebook likes.Challenges in Multi-channel SellingMulti-channel selling comes with advantages and hurdles that can distract you from achieving the targeted ROI in the business. Here are four multi-channel challenges that perplex many sellers faces, and some surefire solutions to overcome them and efficiently manage multi-channel selling and reach the top spot in the market. While multi-channel selling has immense potential, implementing it successfully can be a complex task. Businesses need to manage multiple platforms, each with its own rules and user behaviors, and ensure a seamless and consistent brand experience across all of them. Moreover, each channel adds to the operational load of inventory management, customer support, and data analysis. Therefore, it’s important to approach multi-channel selling strategically, understanding its potential benefits and challenges.Branding on Multiple Channels Simultaneously When you sell on a single platform like Amazon, you can invest your time focusing on marketing, promotion, sales, and orders, which will result in higher sales, but managing multiple channels becomes difficult. Every platform has different community policies, making product marketing and promotion unmanageable. Moreover, every channel has different rules for uploading product images and videos, which can impact the product display.You need to promote the products on every available channel and harmonize an efficient data exchange between the channels. Inventory OverstockingInventory management is a serious problem in multi-channel selling. Every channel has buyers who can click on any products listed for sale, A proper inventory is required for every channel, but the management is too difficult. Sometimes sellers face overstocking issues, which costs them warehouse charges. Product unavailability is also a major risk factor that can limit sales.A unified Product PresentationCustomers love channel-hopping opportunities, especially when a product is available on multiple channels. For example, they may see something offline from a store but purchase it online from another channel. Therefore, product description, price, and appearance must be the same across all channels.The customer should be able to easily discover the product online by following uniform criteria. Otherwise, customers may make another product selection, leading to the abandonment of a purchase.Customer Support & ExperienceCustomers are king. You must handle every customer and offer support to keep the business running. Handling every customer on every platform in multi-channel selling is a tough task. Missing a single conversation, especially a negative comment or disappointing feedback, can hamper the brand’s reputation and mislead other customers from making purchases. How to Overcome the ChallengesTo paint the right picture on the channels where you sell your products, keep these seven tips in mind:1. Make a proper product catalog based on the criteria of every platform.2. Save your product description to ensure consistency.3. Try inventory forecasting to escape from overselling, overstocking, or out-of-stock situations.4. Comply with every platform’s guidelines to avoid any problems.5. Listen to your customers, ask for feedback, and work on them.6. Use a social inbox tool for easy synchronization of accounts of every platform to make your task easier.7. Hiring a social selling and management tool like Chat Breezes is a wise step to manage your multi-channel sales, elevate customer support, and improve your brand reputation.Excel in Multi-channel Selling with Chat Breezes!Chat Breezes is an award-winning social media management tool with social selling feature that helps businesses manage, control and measure multi-channel selling, identify potential buyers, and boost sales on your customers’ favored platforms.Start conversations with potential buyers and generate leads on social channels with Chat Breezes' popular Social Inbox feature to manage all incoming messages, messages, comments, mentions, reviews, tags, and product queries with a high purchase intent in a single dashboardChat Breezes' features, like canned responses, keyword monitoring, sentiment analysis, and automation rules help to enhance the customer experience by replying to every message and chat and delivering exceptional support.Final WordsCustomers love to explore different products on different channels before making a purchase. Being present on all the possible channels (website or marketplaces) and increasing your touchpoints can get the sales will start rolling in! That said, the major challenge is the management of multiple channels. An all-in-one social media management tool like Chat Breezes can boost your customers’ shopping experience, ultimately leading to more sales.FAQ1. What is multi-channel selling?Multi-channel selling refers to the business strategy of selling products or services across multiple sales touchpoints or channels. These channels can include physical stores, online marketplaces, social media, websites, and more.2. Why is multi-channel selling important?Multi-channel selling is crucial because it increases the opportunities for customer engagement and helps businesses reach a wider audience. It also allows customers to choose their preferred shopping channel, enhancing their overall shopping experience.3. What are some examples of multi-channel selling?Examples of multi-channel selling include selling products in a physical store, through a branded website, on an online marketplace like Amazon or eBay, via social media platforms like Facebook and Instagram, and through other digital marketing channels.4. What are the challenges in multi-channel selling?The main challenges in multi-channel selling include managing inventory across different platforms, maintaining consistent branding and customer experience across all channels, keeping up with various marketplace policies, and aggregating data from different channels for analysis.5. What role does social media play in multi-channel selling?Social media plays a significant role in multi-channel selling. It serves as an essential platform for customer engagement, brand promotion, and direct sales. Utilizing social media effectively can greatly enhance the customer’s shopping experience and increase sales.

What Is Conversational Commerce and Why Is It Important?

Selling online is fast evolving as the default commercial model for many companies. The increasing adoption of eCommerce is driving shifts and iterations created in response to changing consumer behavior. Businesses constantly look for new strategies to attract customers, improve customer satisfaction, and boost sales. And to do it, many have embraced new technologies to create a more engaging experience for buyers and stand out from competitors.The latest brewing trend is conversational commerce, which is permeating global eCommerce. It entails businesses interacting directly with customers through artificial intelligence or live representatives. 86% of customers expect a more convenient, proactive, and personalized experience. And this is where conversational commerce or c-commerce plays a significant role. It unleashes the true potential of conversations in selling products and services and promises a more personalized selling experience.Now is the time to add conversational commerce technology to your business. There will be $290 billion spent on conversational commerce by 2025, according to Juniper Research. Learn how to take your customer service digital with conversational commerce. This blog dives deep into conversational commerce and everything you need to know about it.Let’s get started!What Is Conversational Commerce?Conversational commerce is the bridge between e-commerce and messaging in which brands communicate directly with customers via text or voice in real time.It uses personalized texts, voice assistants, chatbots, push notifications, messaging apps like Facebook Messenger, WhatsApp, WeChat, Alexa, and more to interface with customers, answer their questions and help them make better purchase decisions.Conversational commerce isn’t just a trend—it’s a new way of connecting with customers in real time and boosting customer satisfaction. It helps brands to deliver a personalized customer experience that allows the consumer to move faster through the sales funnel.Take Four Seasons, for example. If you’ve stayed at the Four Seasons property recently, you may be familiar with the conversational porter in the company’s app (and your other messaging apps too).Room service is just the beginning. Four Seasons guests can make purchases, ask for tailored recommendations, request upgrades, and more through a continuous conversation. Four Seasons Chat is a guest messaging and digital concierge space leader. It is an award-winning and fully integrated conversational commerce that delivers an experience that is now an across-the-board standard in luxury hospitality.Examples of conversational commerce in practice include:Embedding a widget on the e-commerce page for buyers to ask questionsUsing messaging apps to stay connected with customers and share promotionsMessaging-first marketplaces, where consumers sell directly to consumersGrocery and other delivery apps using in-app messaging between customers and shoppersIntegrating payments and user authentication when shopping in third-party messaging apps like WeChat or WhatsApp.Conversational commerce can enhance and support the shopping experience. Here are some numbers that showcase the effectiveness of conversational commerce: Online stores using conversational commerce in the right way are increasing annual revenue by 7 to 25%53% of consumers are likelier to shop with a business they can message.82% of consumers claim that instant responses to their questions are critical when contacting brands.91% of consumers are more likely to shop with brands that recognize, remember, and provide relevant offers and product recommendations.The image above confirms that billions of people are actively using messaging apps such as WeChat, Messenger, WhatsApp, etc., as of 2022. Thus, conversational commerce firms should aim to deliver an omnichannel customer experience on messaging apps through chatbots, voice assistants, and live chat to:Solve customer inquiries.Provide payment gateways.Assist them in the buying journeyLearn about potential leads or customer needs and preferences. Recommend customized offers and products.Now let’s understand the types, importance, and benefits of Conversational Commerce.Types of Conversational CommerceThere are primarily four types of conversational commerce:1. Live chatLive chats are available on mobile apps and company websites, entitling customers to communicate with a bot or human agent in real-time. Brands can offer quick assistance via live chat with the intent to sell and keep the visitors engaged.An example of a live chat:2. Messaging AppsMillions of people utilize messaging apps like Messenger, WhatsApp, Facebook, WeChat, QQ, and Telegram, and brands leverage these channels to engage with their consumers proactively. Messaging apps also make it comfortable for customers to share media files associated with their issues, allowing brands to offer better and faster assistance. Due to their rising popularity, some brands have also started embedding them on their websites for conversational messaging.3. ChatbotsChatbots, powered by AI, allow brands to automate their conversations with customers and reduce human efforts. Optimized chatbots provide cordial responses to common queries like product, availability, pricing, and more. Brands can also deploy chatbots on messaging applications and live chat.An example of a chatbot:4. Voice AssistantsCustomers can voice their problems and receive prompt resolutions from brands through voice assistants like Siri, Alexa, Google Assistant, and more. Voice commerce is an emerging tech; around 87% of managers believe it can evolve into a “mighty marketing, sales, and distribution channel” as voice assistants result in faster deals. That said, According to 77% of marketers, it poses a significant challenge because its implementation is tedious and resource-heavy. Why Is Conversational Commerce Important?1. Being Available 24/7 to Your CustomersE-commerce brands constantly sell to their customers across borders and time zones. Conversational commerce can provide 24/7 customer support with messengers and bots. Customers disengage quickly when brands do not respond to them within a short, specified amount. And you can connect and engage with customers who have been shopping around the clock with C-commerce.2. Streamlining the Customer ExperienceWhen the customer has a particular question or concern, it is essential to help them in real-time. Through live chats, and bots, you can respond instantly, and the result would be content and satisfied customers who no longer need long emails or calls to reach you. Thereby conversational commerce improves the customer experience by leaps and bounds.3. Automating Your Business SignificantlyConversational commerce can put some time-consuming or tedious elements of your business on autopilot, like:Answering basic or frequently asked questionsProviding updates that would require an email otherwiseGathering customer information through issues, complaints, and feedback.What Are the Benefits of Conversational Commerce?1. Enhanced Customer ServiceCustomers always demand to connect with a brand with an omnichannel presence that provides authentic and personal interactions. Messaging via mobile, web, and social channels is the best avenue for these experiences.The key to boosting customer retention is excellent customer service which can be achieved easily with conversational commerce solutions. The result is better CX and seamless conversations across channels and touchpoints.Businesses can unlock a seamless omnichannel experience with its help, improve customer loyalty, and drive sales and revenue.2. Time and Cost EffectiveModern customers are always busy and on the go. They have absolutely no time to stay on hold or wait for a response. With the help of conversational AI, businesses can offer quicker and more consistent service to consumers.Moreover, businesses spend over $1.3 trillion yearly to respond to customer requests proactively. Conversational commerce helps to reduce customer service costs by up to 30%.3. More Personalized CXCustomer service is all about convenience. Personalization is important in conversational commerce as it improves the customer experience by providing consumers with a great customer experience. It improves personalized recommendations by getting to know the customer through engaging with them. 30% of customers are willing to pay more for customized products. Conversational commerce provides personalized suggestions to customers and reduces the time they spend searching for a suitable product. 4. Improved Conversion RateConversational commerce has the potential to increase the lead-to-conversion ratio by around 2.5 times since:Interaction with customers leads to comprehending their needs and offering products that meet their needs.Gathering customer data helps businesses to deliver effective personalized offers and discounts.If you deploy a chatbot, 24/7 availability gives your company a competitive edge against your rivals that are unavailable round the clock.By employing the right c-commerce strategy, brands can boost their conversion rates significantly.See how CEAT’s chatbot interacts with customers to boost sales by suggesting particular tire models to each user based on their car model and personal choices (e.g., tires that reduce carbon emissions, see image below).5. Reduction in Cart Abandonment RatesAround 70% of the time, customers create carts by adding products, ditching them, and leaving the website before proceeding to checkout without making the payment. This is known as cart abandonment. There can be multiple reasons for customers abandoning the cart, like long delivery times, hidden costs, unavailability of desired payment options, etc. Chatbots can play a pivotal role in reducing cart abandonment by 20-30%. They can follow up with hesitant customers, remind them about their abandoned carts, and encourage them to finalize their purchase and pay directly via messaging app chatbots. From resolving queries and sending in-app notifications to engaging users by providing personalized offers and discounts to complete their purchases, c-commerce tools can help you get those final conversions.How Do You Implement Conversational Commerce?Below are six conversational commerce best practices to help your business perform effectively. These best practices aim to enhance the following:Customer awareness regarding your products.Increase customer retention. Ease their decision-making process.1. Use "Live Chat" to Interact with CustomersAccording to McKinsey, today’s consumer needs a timely response, and live chat is a favored alternative to phone or email support. A study from Kayako suggests that many customers prefer live chat more than other customer service channels. A live chat widget on your website allows customers to instantly communicate, ask questions, get prompt assistance, and learn more about your products and services.Businesses must enforce the live chat option to suggest relevant products to customers, address their queries fast, provide personalized service, cross-sell, and lower abandoned cart rates.2. Deploy ‘Chatbot’ to Automate Your InteractionsUnlike live chat, chatbots are automated tools that can be a low-effort and cost-effective addition to your customer service and assist customers through their purchasing journey. Brands can also deploy chatbots to enhance their brand awareness by reaching out to more customers, easing their decision-making process, and increasing customer retention by serving them 24/7. Also, chatbots can significantly reduce customer service costs. For instance, Cars24 reduced customer service costs by more than 70%, thanks to chatbots.3. Use Messaging Apps to Connect with Customers Messaging apps are the central piece of the conversational commerce puzzle. Integrating messaging apps will help you reach a single customer across multiple messaging channels. Messaging apps construct a private line between your brand and your potential customer. It is a more personalized way to stay in touch with your customers. You can quickly respond to their questions, remind them of upcoming events or appointments, provide product recommendations, cross-sell or up-sell items, and more.There is a plethora of messaging apps out there, and it is impossible to integrate all of them into your channel. So, consider the messaging apps that will work best for your business.4. Ease the Payment ProcessA customer who has decided to complete a purchase with your brand can be assisted by a solid conversational commerce strategy in place and seal the deal before they change their minds.One of the simple ways is by providing an easy way to help them finish a transaction by sending payment links through texts, chat, and other messaging apps. The customer can conveniently finish the transaction using their smartphone. Doing so will streamline the payment process, reduce the likelihood of cart abandonment, finalize the sale, and improve customer satisfaction by making their buying journey more seamless.5. Gather Meaningful FeedbackBrands can discover the needs and want of their customers by collecting feedback from them—the good and the bad. Having an avenue to gather all kinds of feedback regularly can be an eye-opener as it will help businesses to gauge demand for particular products accurately. You can reach your customers via surveys and reviews about their experience while doing business with you to find the areas that need improvement. You can conduct short surveys or ask for reviews in different stages of interaction, such as:The post-purchase survey to see how effectively your agents have interacted with your clients. The post-delivery survey should be conducted after the orders have arrived to your customers to see how effective your after-sales services are and how good the product is.6. Set up Your Social Media Customer Service and Social Listening Social media is paramount to conversational commerce as more and more people flock to different channels like Twitter or Facebook with queries for brands.And so, elevating your social media customer service is a must-do. You can prioritize some key activities, like:Recommending specific products to customers rather than generic adviceResolving questions that could result in churned customers, like coupon failure or shipping issues.Engaging with mentions for the sake of retention and brand loyalty. The shout-outs and the call-outs.For instance, Sweetwater has a high level of social customer care. They make a point to personalize every customer response with actionable advice that is all human.And they get lots of love from their customers in return.See how well that works? Listening and responding to tags and mentions on time could differentiate you from the rest of the brands regarding retention and loyalty.Boost Your Social Media Sales Strategy with Chat Breezes’ Conversational Commerce Features Real-time communications via bots and messengers equip you to serve shoppers regardless of where they come from.72 trillion messages are sent across digital channels daily, and for brands to track them all is next to impossible without the help of modern technology and tools. Chat Breezes, all-in-one social media customer service and sales platform, can help you meet customers on all major channels, including Facebook, Instagram, and Whatsapp. Sales and marketing teams can use Chat Breezes to build strong relationships on social media and convert social conversations into sales through the following features:Chat Breezes' social inbox tool unifies all social media comments and messages in a single inbox, bringing all customer communication on social media to a single screen in real-time. You can view, consolidate and manage all the social messages and mentions on a unified platform, speed up response time, never miss comments from potential customers, and start conversations that create satisfied customers.Chat Breezes' Automation Rules help to classify incoming social media messages based on product, season, order status, or even the level of purchase intent. This setting will tag each incoming message, including the specified keywords, and put them under the relevant label. A new comment or message relevant to the automation rules will be tagged and can be filtered for evaluation and monitoring. This will help you to categorize and track potential customers easily. For example, Chat BreezesC can automatically tag each message which contains the keyword “price” as a potential customer.Chat Breezes' Automation RulesThe canned response feature has pre-saved answers for the most common questions with a single click that speeds up customer response time and boosts customer satisfaction.  Chat Breezes' Canned Responses FeatureFAQ1. What is conversational commerce?Conversational commerce is the bridge between e-commerce and messaging in which brands communicate directly with customers via text or voice in real time. It uses personalized texts, voice assistants, chatbots, push notifications, messaging apps like Facebook Messenger, WhatsApp, WeChat, Alexa, and more to interface with customers, answer their questions, and help them make better purchase decisions.2. What are some examples of conversational commerce?Embedding a widget on the e-commerce page for buyers to ask questions Using messaging apps to stay connected with customers and share promotions Messaging-first marketplaces, where consumers sell directly to consumers Grocery and other delivery apps using in-app messaging between customers and shoppers3. List the types of conversational commerceLive chatMessaging appsChatbotsVoice assistants4. Share some statistics and numbers that showcase the effectiveness of conversational commerceOnline stores using conversational commerce in the right way are increasing annual revenue by 7 to 25% .53% of consumers are likelier to shop with a business they can message. 82% of consumers claim that instant responses to their questions are critical when contacting brands. 91% of consumers are more likely to shop with brands that recognize, remember, and provide relevant offers and product recommendations.

5 Inspiring Social Commerce Examples

Have you ever thought about the number of marketing messages you’re exposed to every day? Back in the ’70s, when the shopping experience was almost entirely physical, it was about 500 to 1,600. In 2007, the number rose to 5,000 per day. Although there are no official figures, it is estimated that today a single person encounters between 6,000 to 10,000 ads every single day. These numbers should come as no surprise as you scroll down on your favorite social platform to see every other post carries some kind of marketing message. According to Psychic Ventures Ltd’s press release, the global social commerce market is expected to grow to $604.5 billion by 2027, as 15% of e-commerce companies worldwide are already selling on social media, while 25% are planning to start. So if you haven’t considered selling your products through social platforms yet, it is time to start thinking about what social commerce is, how it differs from e-commerce, and how it can benefit your brand.What Is Social Commerce and How Does It Differ from E-commerce?Social commerce is a branch of e-commerce that allows users to reach products directly through social media content. While traditional e-commerce is conducted through brand websites and online marketplaces, social commerce occurs on social media platforms such as; Instagram, Facebook, WhatsApp Business, Twitter, YouTube, Snapchat, Pinterest, and TikTok. With social commerce, consumers don’t need to search for product details online. All the product information and visuals they want are already there on the platform, as well as all the social proof they need. They can always DM the brand for more detail if it’s not enough. And some platforms even offer in-app checkout, so the customers don’t need to bother visiting the website to complete their purchase. Why Is Social Commerce Important for Businesses?Until recently, social media platforms used to be utilized solely to increase awareness and lead generation. Many brands offered platform-specific coupons to find out which platform created more leads. From this point, marketing and sales activities continued advancing as the platforms started offering features that drove the consumers further into the sales funnel. According to Shopify’s report, “two-thirds of all social media visits to Shopify stores originate from Facebook”, and an average of 85% of all orders from social media originate from the platform as well.The Most Common Applications of Social CommerceAll social media platforms support social commerce in one way or another. For example, you can share a link to your product page on any platform. But some platforms take e-commerce a little further and let you create storefronts, seasonal product collections, shoppable posts, or live shopping events. Besides the platform’s capabilities, marketers find new and exciting formats to persuade customers to purchase. As new platforms and practices emerge, keeping up with social commerce can only be possible with an omnichannel approach.Organic Shoppable PostsWhen brands tag products within their organic posts, the customers can tap on it to visit the product page on the brand’s website to make a purchase. Different platforms offer different shopping styles, but the feature basically turns the brand’s account into a shop window and allows users to reach the product details with a single tap. Furthermore, shoppable posts can help increase brand visibility and drive traffic to the website. The biggest downside is you won’t be able to reach many of your target audience unless you promote your content, even when they follow your account. To counteract this, brands should consider using a mix of organic and paid strategies to maximize reach.Shoppable AdsShoppable Ads is the paid version of organic shoppable posts. They are shown to a targeted audience, usually based on the products and categories the audience has already viewed or the brands already followed. The ads are not limited to feed posts; you can promote stories, reels, videos, and live streaming, depending on the platform. By utilizing advanced targeting options, brands can ensure their ads are seen by the most relevant users, thus improving the chances of conversion and reducing advertising costs.Shoppable Influencer ContentBrands can use user-generated content through influencer partnerships. The influencers can share branded content and tag products on their feed posts, stories, or other media. When the viewer taps on the tag, they are directly taken to the brand’s in-app product page. This approach combines the power of influencers’ credibility and the convenience of shoppable posts, making it a highly effective strategy for increasing brand awareness and boosting sales.Live ShoppingLive shopping works like the old shopping channels where you call the number on the screen to order the product in real-time, but this time it’s happening via social media videos. The promotions stay valid as long as the live stream continues, and it’s a highly engaging method that is quite popular among Chinese consumers. Additionally, live shopping allows brands to interact directly with their audience, answer questions, and demonstrate product features, creating a more immersive and personalized shopping experience.In-app PurchasesAs mentioned earlier, some platforms allow customers to complete the purchase without leaving the platform. For now, it’s not available worldwide, but it looks like in a couple of years, more platforms and locations will provide its users with this seamless shopping experience. In-app purchases not only streamline the buying process but also help reduce cart abandonment rates and increase customer satisfaction, making it a valuable addition to any social commerce strategy.Social Commerce ExamplesI’d like to name this section “5 brands that are doing social commerce right,” but unfortunately, it is nonsense. It is like asking, “Which of these brands owns a brick-and-mortar shop?” When brands decide to utilize social media tools and strategies in their marketing and sales practices, they all do it right in their own way. You can visit many brand accounts on Instagram and Facebook to see that they all have shopping pages that are neatly organized with tons of product information accompanied by visuals. You can see lookbooks uploaded to Pinterest that are linked to shopping sites, product launches on Snapchat, product catalogs on WhatsApp Business, and live shopping events on TikTok. In this area, a brand’s success depends on finding out what features to utilize and putting effort into using them consistently with the brand persona.H&M: Your social feed can be a shopping window, a catwalk, or a space for inspirationH&M is one of the first brands in the fashion industry that integrated social tools and technologies into its sales practices. Before Twitter made their shop module available, H&M used Tweets linked directly to purchase the products online. Nowadays, the brand experiments on metaverse and continues to benefit from the abilities of different platforms. H&M is one of the first fashion brands that embraced social commerce.Nike: Leading the way both in technology and in sportsWith its various apps, social accounts, and innovative approaches, Nike’s presence in social commerce is hard to miss. Their pre-release of the Air Jordan III “Tinker” on Snapchat was an industry first, resulting in the shoes being sold out in 23 minutes. Back in 2012, they let the customers pay with their sweat instead of money, using the miles on the Nike+ app and the #makeitcount hashtag on their Facebook page. So if you want to integrate technology into your marketing and sales practices, the brand is a go-to for inspiration.Nike has always been a source of inspiration for marketers.Clinique: Showcasing the products in an appealing and educating mannerOne of the leading personal care brands, Clinique differentiates itself from the competition with its educational tone. While many cosmetics brands endorse celebrities and influencers in various ways, Clinique makes exploring and purchasing their favorite products easy. Their Skin School Live videos on Facebook that aired every Friday at 12 pm allowed users to ask questions to the professionals and shop the products without leaving the live stream.Clinique stands out with its educational content.Dollar Shave Club: Using Pinterest for sales and social proofNot many brands think of Pinterest when it comes to social commerce, but Dollar Shave Club uses the platform both for publishing funny user stories and for backlinking to their website. It has been a quirky brand from the start, and even after being acquired by Unilever in 2016, it maintains its unique tone of voice on all the platforms it operates and stands as a great example of consistency.Dollar Shave Club uses Pinterest as a social commerce channel.Ocean Spray: Turning a viral video into a success storyTikTok is famous for its viral videos that people see on other platforms even if they don’t use the app. The brand launched in-app shopping quietly in 2022, but the commercial capabilities were already booming, hence the famous hashtag #TikTokMadeMeBuyIt. Although Ocean Spray wasn’t promoting its products on the platform, a user-generated video featuring the brand’s cranberry juice, a longboard, and Fleetwood Mac’s “Dreams” turned out to be a big hit that resulted in tons of copycats. The brand was wise enough to embrace the content creator as an unexpected brand ambassador. So Many Platforms, So Little TimeAll social platforms start their life cycles as places where users create communities and share their stories with others. While their popularity grows day by day, so do the commercial possibilities. For brands that embrace an omnichannel approach, the time has never held such importance as today. With so many platforms and millions of users to care for, brands need a reliable partner like Chat Breezes that enables healthy dialogue with customers.Chat Breezes is a top-rated social media inbox management tool that allows brands to receive and respond to customer interactions in real time. It’s an essential tool for social commerce as it supports integrations with the most popular social media platforms and saves you an incredible amount of time managing them with its highly functional features. FAQ1. What is social commerce?Social commerce is the integration of social media platforms and e-commerce, allowing users to make purchases directly within the social media app or be redirected to the brand’s website.2. How does social commerce benefit businesses?Social commerce increases brand visibility, drives traffic to the website, enables better targeting, boosts sales, and enhances customer engagement and satisfaction.3. What are some popular social commerce examples?Examples include organic shoppable posts, shoppable ads, shoppable influencer content, live shopping, and in-app purchases.4. How do in-app purchases work in social commerce?In-app purchases allow customers to complete transactions without leaving the social media platform, streamlining the buying process and reducing cart abandonment rates.

How to Maximize Your Productivity with Chat Breezes Tags

HOW MANY MESSAGES DO YOU GET DAILY ACROSS SOCIAL MEDIA… If you're active on three social media platforms and get 10 comments and 5 msgs on each, that's 45 msgs a day and 315 a week!Among these, how do you spot the casual shout-outs from the "I wanna buy this now" comments?You probably have lots of messages, but only a few are urgent or about purchases.That's where Chat Breezes helps…It's like a metal detector for your inbox, making it easy to find high-intent prospects with automated tagging.Just set up keywords like “sale”, “price”, “discount”, or “how much”.It will automatically apply tags to messages with these keywords, whether they're from posts, comments, mentions, or other social media networks.With one click on your dashboard, you'll see all these important leads together. This saves time and ensures you don't miss any sales.Use Cases of TagsUse case #1: Highlighting Priority Messages:Users tag conversations involving pricing to prioritize potential sales.Use case #2: Categorizing Conversations:Categorization based on content, such as price discussions, warranty inquiries, etc., helps users organize interactions effectively.Use case #3: Ignoring Low-Priority Conversations:Tag conversations as low-priority and read it when you have time Use case #4: Customized Tags for Different Aspects:Other smart tags to consider: Questions - flag customer inquiries for prompt follow-upSupport - highlight issues needing resolutionAwaiting Response - don't leave anyone hangingUrgent - prioritize time-sensitive requestsReferral Potential - identify fans who could advocate for youUsing Competitor - switch them to your brandUnhappy Customer - turn frustrations into opportunitiesStep-by-step guide to build tags manually and AutomaticallySection 1: Manual TaggingThrough Message Card: Step 1: Navigate to the “tag” button on the bottom right of each message card. Step 2: Click "Manage tag" to create a new tag or edit or delete existing tags. Step 3: Click your selected tags, and the message is tagged manually.Through Chat Window: Step 1: Hover over the selected message. You will see the "tag" button on the right of the message. Step 2: Click "Tags," and then you can choose to tag the messages with existing tags or create a new one through "Manage tags."Section 2: Automated TaggingStep 1: Select the social profiles to which you want to apply the auto-tag rule. Step 2: Choose the message types for which you want to apply the auto-tag rule. For example, if you select Instagram as the social profile and mentions as the message type, only the mentions from your chosen Instagram profile will be tagged. Step 3: Input the keywords that should trigger the auto-tag rule. Step 4: Choose the tags you want to apply.Step 5: Click "Save Rule" to publish the auto-tag ruleConclusion: We have a short tutorial video to guide you through the process.we have a short tutorial video to guide you through the process. Congratulations! You've successfully mastered manual and automated tagging in Chat Breezes. By leveraging this powerful feature, you can efficiently categorize, prioritize, and manage your social media conversations, ensuring you never miss a crucial interaction.

How to 10X Sales Conversion with Sales Outreach Automation: Step-by-Step Guide

In today's fast-paced business world, setting more appointments and boosting sales revenue doesn't have to be a mythical journey. Join us as we unveil a simple yet effective system to streamline your sales outreach and qualify leads automatically, leaving the complexities of manual processes behind.In a world where manual outreach can feel like searching for a needle in a haystack, Chat Breezes serves as your guide to a more efficient and effective sales outreach strategy.Curious about the impact of automation on your sales outreach? Discover the success story of one of our customers. Now, envision a future where you can automate sales outreach and scale meetings at a fraction of the cost.Here's your step-by-step guide to an automated and effective way to sell via chat for your sales team.Step 1: Pick a starting pointTo get started with one of these options, open your Chat Breezes dashboard and head over to the Automation tab.Choose triggers relevant to your goals, whether they are comments on Instagram posts, Facebook messages, or other starting points.Click "Create a new rule" and choose the conditions you want to use. For this example, let’s go with Instagram so you can see it in action for yourself.In the Conditions section, you can customize the rule based on your needs.In this case, we'll choose 'Comments on a Post,' which automatically responds to incoming comments in the post and also sends a series of DMs in Instagram Direct.Step 2: Ask qualifying questionsOnce you choose a starting point, the automation builder sets up the input trigger for you. You could let the automation reply to comments on all Instagram posts. But since we want to find qualified leads for a certain product or service, we’ll link this automation to a specific lead generation post.Next, set up the qualifying questions you want to ask prospects. We typically start with collecting contact details so we have multiple options for connecting with potential clients.Our questions can focus on the potential buyer’s company size, pain points, industry, and use cases.What should you ask? If you’re a creator, you might ask about the prospect’s niche. If you’re a business growth consultant, you might ask how long the prospect has been in business.No matter what you sell, it’s always a good idea to ask about the budget so you can make sure the prospect is a good fit. Finally, wrap up your automation with a brief thank you message.Then you can let the Chat Breezes do its thing and set up a re-engagement automation.Step 3:  Update the contact information you collected from automation in the 'Contact' tab of Chat Breezes. The more lead information you accumulate, the higher the chance of successfully converting themStep 4: Run a promotional campaignThe final step is creating an Instagram post that gets decision-makers to comment.When you want to drive a lot of potential clients to your automation, think about a limited-time offer for new customers. You could also create a giveaway to promote your new product.In your Instagram caption, invite prospects to comment to get your offer or enter your giveaway. To filter out spam, you can ask them to comment with a specific keyword. (Just be sure to add that keyword to the input trigger at the very beginning of your Instagraion automation. ) Conclusion: Embark on a journey into a realm of heightened sales efficiency, powered by the magic of automation.  Are you ready to embrace the future of automated success? Let's venture into this world of possibilities!