Hello curious reader! We are going to take you backstage, where you’ll possibly unravel some scandalous yet useful “chats” of marketers. With more than a billion consumers relying on messaging apps for all forms of communication, marketers are now coming up with innovative ways to keep their consumers engaged. Enter Conversational Commerce.
Conversational commerce is a front-runner in the current communication game, and it is something that everyone is talking about. It is a new form of e-commerce where brands communicate with their customers and prospects through AI assistants and live chats. It elevates sales and marketing manifolds and leaves a long-lasting effect on brands’ customers.
Conversational commerce is all about sharing information about one’s products/services easily and enabling the customers to make decisions regarding the purchase in their comfort. Brands provide instant, personalized advice, connect with the customers better, and enhance the overall customer experience.
“Communication works for those who work at it.” And who could be better communicators than the marketers trying to make their brand heard, seen, and acknowledged? No matter how big or small an organization is, if its communication strategy is at par, the products/services are bound to sell like hotcakes.
Let us have a look at brands that harnessed the power of conversational commerce into their marketing strategies and drove impeccable results.
Here is a list of 55 “Leaked chats of Marketers”, that should get your creative juices flowing!
1. Lessonly’s Efforts Toward Lessening the Gap Between its Sales & Marketing:
Training software for teams to learn, practice, and do better work, Lessonly is a powerful tool with a mission to provide its customers with skyrocketing productivity and streamlined professional growth.
When the team at Lessonly started experiencing a dip in site conversions, they immediately built conversational landing pages and implemented chatbots on their top-tier pages to get more qualified leads.
Learning management is often thought of as dull, but Lessonly’s users found it fun and interactive by implementing conversational marketing. The team managed to get 20-30% more leads from content and 400% better demo conversion.
2. L’Oréal’s Conversational Commerce Endeavors on Facebook Live Event
Since the COVID-19 pandemic impacted practically every business, L’Oréal found an exciting way to keep its Malaysian fanbase and customers shopping online. The globally renowned make-up brand embraced conversational commerce with the help of Jumper.ai by live-streaming a beauty festival on Facebook Live to engage customers and let them shop for their products.
The live stream enabled customers to have a one-to-one consultation with the beauty advisor on Messenger and place orders, and process payments within the chat application. All they had to do was comment with the branded hashtag in the live stream. This resulted in 17,000+ chats in a day and a whopping 4X increase in daily sales.
3. Banco Azteca improved customer communications with the WhatsApp Business API
Banco Azteca introduced WhatsApp as a way to communicate with its customers. It had found that when it sent potential customers their authentication codes over SMS, open rates were low. To improve these rates, the bank worked with Yalo to start sending people the codes via WhatsApp. It hit its annual customer acquisition target in just six months. 30% new accounts were opened, there was a 10% increase in loan applications and the customer service satisfaction level went up to 93%.
4. OpenSooq’s journey in establishing itself as a mobile-first ecommerce leader
OpenSooq, an online marketplace and classifieds platform, set up and launch the WhatsApp Business API in 19 countries. OpenSooq used WhatsApp to create an automated customer onboarding experience and account verification process, which was previously done via SMS. It allowed people to easily create accounts, increasing its customer satisfaction score by 82%. There was a 78% increase in agent productivity and 65% in first-contact resolution. There was a surprising decrease of 44% in agent handling time.
5. HDFC’s Virtual Banking Agent, Eva:
A great example of conversational marketing is HDFC’s own virtual banking agent Eva conversing with users in natural human language, handling general user queries, and offering product recommendations instantaneously.
Implementing a conversational AI-enabled chat the bank could provide a smooth customer experience across multiple channels like the website, mobile application, WhatsApp.
6. Audi Taiwan driving its way into 80% new leads
Audi, a leading producer of premium cars, the automaker values excellent customer service and wanted to offer a digital channel for communication with Messenger. It wanted to build a modern and functional client engagement platform. To build its automated experience for Messenger, held multiple workshops to identify CRM challenges and establish its goals for the platform. Thanks to that, there were 80% of new leads and over 600 Audi Taiwan drivers interacted with their Messenger-powered digital assistant every month.
7. Promart optimizing customer experience with conversational commerce
Promart is a leading retail chain in Peru offering furniture, kitchenware, building materials and other home essentials. It needed to improve communication throughout the customer experience while reducing help center costs. The home store retailer then set up Messenger to serve as a conversational channel that would be instrumental in engaging with people, lending customer support and driving sales. As a result it saw a 5X Messenger-powered digital assistant conversion rate.
8. Nykaa’s switch from Emails to a Chatbot for Dispute Resolution
Dispute resolution is one of the most crucial facets for e-commerce platforms to focus on. Handling clients’ conflicts with the purchased products over emails and query forms posed a massive challenge for Nykaa.
The beauty and fashion platform dropped the conventional method and switched to a chatbot to understand customer’s concerns and handle repetitive requests like returns, cancellations, shipping inquiries, refunds, and payment hassles on the app. It provided an efficient self-serve option to Nykaa’s customers instead of waiting for an agent to help solve conflicts.
9. Gett’s AI Chatbot-Based Solution to Resolve the Most Common Rider & Driver Inquiries:
The UK’s leading rideshare app, Gett, was facing problems handling manual responses from agents for rider and driver support tickets. With almost 100,000 interactions a week, the company found itself in a pickle. The most typical queries circled lost items, incorrect fares, and app troubleshooting, which required out-and-out manual responses from the agents.
The implementation of the AI-powered chatbot managed over 50% of all interactions and immediately resolved 90% of missing item cases. Gett’s agents were able to spend more time on complex cases. Moreover, the company’s CSAT jumped from 60-70% to 90% for both customers and drivers.
10. Turning Instagram into a perfect avenue for Kiehl’s
As many of the beauty brand’s customers are active Instagram users, part of the L’Oréal group, Kiehl’s, a luxury beauty brand, wanted to use the platform to foster a closer connection with them. Kiehl’s Malaysia worked with automated conversational commerce expert Jumper.ai to integrate Messenger API for Instagram and build an automated experience for Messenger. Two months after launching the messaging solution, it saw 30% more qualified leads compared to other channels, 20% conversion rate from consultation to sales and reduced registration completion time for beauty consultation to just two days.
11. Urbanic’s success story of providing a smooth customer journey
The very well-known ecommerce company Urbanic worked with digital solutions provider Sanuker to integrate WhatsApp into its customer management system. Shoppers could now opt in to the WhatsApp service on Urbanic’s website and mobile app. With WhatsApp, it measured high message delivery and open rates serving over 67,000 customers via the platform within the first three months after launch and more than 500 messages exchanged on the app. There was a 20% rise in opt-in rates and 98% in the read rate.
12. Hyundai trying messenger-powered conversations to gain more customers
A South Korean automaker with dealerships and manufacturing plants across the world, Hyundai, sells its vehicles in over 190 countries and is a market leader in Brazil. They built a Messenger-powered digital assistant to help the company facilitate faster conversations and gather customer leads. As a result, it learned that the conversational approach encouraged by Messenger generated a higher number of quality leads, 3.5X higher conversion rates, 4X higher sales rate and 13% decrease in cost per lead per Messenger.
13. Zenefits’ Improved Customer Engagement & Shorter Sales Cycle:
Zenefits, a SaaS-based solution for human resources management, faced real challenges with its traditional form and inbound line. Their standard website relying on forms couldn’t adhere to the customers’ unique needs.
The company eventually combined live chat with automation to directly acknowledge its most pressing challenges. The solution allowed them to have more personalized conversations with the customers and provide them immediate value.
14. Mad Over Donuts Going Mad Over Conversational Marketing:
Being one of the best-known donut producers in the world, Mad Over Donuts has been working toward reducing the gap between offline sales and online engagement via their conversational marketing campaigns.
The donut mogul wanted to leverage the power of online channels to increase their offline footfall. Their idea was to implement a 2-way conversation using Jumper.ai to engage their followers and drive them to their offline store visits.
M.O.D fashioned a Facebook Messenger experience where they asked basic questions to the followers and offered free in-store purchase coupons. They got 110% lift in sales compared to similar campaigns without Messenger Automation, and 2.2X more people redeemed an offer coupon when compared to previous campaigns.
15. Lido Learning’s Improved Agent First Response Time with 100% Chat Support:
An ed-tech software, Lido Learning wanted to enhance the customer experience by offering cohesive, context-rich support to its customers. Their goal was to optimize the campaigns to get the students and parents to respond better.
The platform switched to 100% chat support which improved the Agent First Response Time (FRT) by 72% within 3 months. The chat made it easier to share docs, images and files whenever needed.
16. The story of MeUndies achieving a 3.2X boost in their customer service.
Founded in 2011, underwear and loungewear brand MeUndies aims to fuel “authentic self-expression” with its products. As many of the brand’s customers are active on Instagram, the platform is a crucial part of its growth and requires a dedicated, personalized customer care strategy. It partnered with social media management company to test Messenger API for Instagram, a solution that streamlines direct messages, comments, and Story mentions on Instagram into Messenger, making it easier to see, track, and respond to customers contacting a brand via Instagram. The intimate brand then learned that 24% of its inbound Instagram volume came from direct messages and has seen 12 staff-hours per month saved and 3.2X boost in average first-response times.
17. Incorporating a centralized messaging platform for Hismile’s customer care
Hismile is a teeth whitening company based in Queensland, Australia that uses Instagram as its primary channel to engage with its global customers. It partnered with customer relationship management expert Kustomer and implemented Messenger API for Instagram to streamline all of its customer care channels across Facebook, Messenger, and Instagram into one centralized system. The teeth whitening brand was then able to use its existing automated experience for Messenger to respond to frequently asked questions and easily transfer customers with complex queries to a live agent. As a result, 8 hours per day were saved on customer support hours and there was a 55% decrease in average response time.
18. Journey of Sephora satisfying its Instagram-savvy customers.
Known for its wide range of prestige beauty products across makeup, skincare, haircare, and fragrance, Sephora needed a more streamlined way to respond to their queries and comments on time and at scale. To integrate and launch Messenger API for Instagram into its platform, it worked with its existing client engagement software Khoros. By leveraging Khoros’s automation and technical tools that matched keywords and phrases to the appropriate customer service agents, the beauty retailer could easily redirect client queries received via Instagram direct messages, comments and Story mentions to the team members with the relevant expertise. Thanks to that, 100% of clients reaching out through Instagram are now served on Instagram and there is a 15% decrease in average responses per conversation across all channels.
19. Ford Motor Argentina driving 2.1X more leads with Messenger and Instagram
Ford Motor Argentina’s activation agency, GTB, worked with automated conversation specialist Botmaker to build FORDi, a Messenger-powered digital assistant. Botmaker included a variety of conversational flows for different customer service needs, integrated Ford’s internal systems and databases. In just one year, it achieved a 3.5X increase in Messenger sessions, 90% of Messenger conversations resolved with automation, 2.1X increase in leads generation and a 12% higher average certification level of leads generated via Messenger compared to other channels.
20. Zoey AI bot to David’s Bridal’s Rescue During the Pandemic:
A brick-and-mortar bridal store, David’s Bridal had to shut down their retail stores temporarily because of the COVID-19 pandemic. With little time on their hands, they had to act quickly to keep their business running. The company resorted to Conversational AI.
Zoey, the concierge bot, skyrocketed their e-commerce revenue by enriching the messaging experience. The AI bot managed to garner a 700% increase in sales via messaging.
21. Skillsoft’s Rise to Successful Conversational Engagement:
Another learning management system (LMS) software turning to conversational marketing, Skillsoft was struggling with the manual processing of lead generation. Their conventional marketing style didn’t seem to be as efficient.
The company integrated a real-time conversational engagement system that delivered tailored experiences to their prospects. The implementation provided them with a smooth, one-click registration option that drove 1,800+ registrations for their annual Perspectives event.
Skillsoft even implemented conversational marketing solutions to qualify its site visitors before moving them over to their Business Development team.
22. Ben & Jerry’s Rendezvous with Experimental Conversational Marketing Campaign:
Ben & Jerry’s is a popular name in the ice-cream industry known for always looking to improve customer service. With the same zeal, they experimented with their first Messenger conversational marketing campaign.
The campaign was designed to engage users through Facebook Messenger. Using Jumper.ai’s conversational marketing solution, the followers were asked questions about their favorite ice-cream flavors and guided to the nearest vending machine where they could redeem coupons for free samples of the newly launched flavors.
This streamlined and personalized campaign experiment outperformed all of Ben & Jerry’s past sampling campaigns.
23. SHEIN making its way into conversational commerce
SHEIN is a global B2C e-commerce platform that sells fast-fashion goods. It used Messenger API for Instagram and was then able to sort and respond to requests from customers on Instagram quickly and efficiently, as well as track customer satisfaction and operational productivity metrics. It has earned 73% decrease in first-response reply time, 50% increase in number of Instagram messages SHEIN customer service agents could respond to in one hour and 18% improvement in overall service-level agreement (SLA) for comment and ticket responses.
24. Magazine Luiza’s comprehensive messaging strategy
One of Brazil’s largest retail companies, with more than 1,200 stores and 35,000 employees across the country, Magazine Luiza (Magalu) brought their famous persona Lu, to be a Messenger-powered digital assistant that included quick replies, natural language processing, and a handover protocol to onboard the vendors. To streamline the customer communication process across channels, Magalu’s team incorporated Messenger API for Instagram and WhatsApp Business API into its existing Messenger experience. By pursuing a consolidated messaging strategy to interact with customers, the retailer reported 30% greater efficiency, 47% more volume and a 6.9X increase in responded tickets driven by Instagram API adoption.
25. European Wax Center leveraging its most active platform – Instagram
European Wax Center is a leading hair removal services brand in the United States. It operates more than 800 outlets and offers a range of waxing services. During the coronavirus (COVID-19) pandemic, it received more than 4X its usual volume of messages via Instagram. It wanted to find a way to integrate its Instagram direct messages into its existing digital customer care solution and they also had early access to the Messenger API for Instagram. As a result, it experienced a lift in customer satisfaction thanks to increased response and resolutions rates, a higher resolution rate per agent, a decrease in time spent per customer query, and resolving most prioritized queries in two or three messages.
26. Bupa’s Successful Health Insurance Sales via Live Chat:
Bupa’s customers were finding it challenging to understand the complexities of health insurance when applying for it and getting a quote from the agents. The health insurance company decided to adopt a digital engagement strategy and move past its traditional communication channels.
By implementing a conversational commerce platform, Bupa achieved a +10 increase in CSAT. The company saw an 80% increase in the average sale and found that 13x more customers were willing to buy health insurance if provided with customer service via chat.
27. TechStyle Fashion Group’s journey of providing intelligent customer service
TechStyle Fashion Group is a fast-growing, membership-driven ecommerce company with a sales presence in 12 countries serving more than 5 million active members. They wanted to find a way to decrease live-agent customer service operational costs as well as upgrade the automated self-service system. Hence they partnered with Snaps, a leading platform for connecting people and businesses, with the goal of creating the best automated experience on Messenger. Thanks to that, there was 60% overall containment, 86% ‘Where Is My Order’ (WISMO) containment and a level of 95% Customer Satisfaction.
28. Max Life Insurance’s Step Ahead Toward Conversational AI:
Max Life’s automated email-based customer support is another excellent example of conversational commerce. The insurance company built an email bot that automatically responded to customer emails and segmented queries based on intents before sending them forward to the right agents.
With the email bot implementation, the company noticed a significant improvement in their average response time, with a 60% increase in overall productivity. They could process over 200,000 emails with a 90% accuracy rate and achieved almost 98% automation for email support.
29. CMI Group’s Shift from Phone Calls to SMS Messaging:
The CMI Group is a renowned business solutions provider that focuses on revenue, receivables, and contact center solutions. To reduce the excessive calling for debt collections, tackle low response rates, and improve the consumer experience, the company shifted to SMS messaging.
SMS messaging gave customers the freedom to respond on their own time. The CMI Group witnessed a 98% open rate, with 45% of texts receiving a response.
30. IKEA’s journey of embracing automation
With over 400 stores worldwide, IKEA is passionate about providing customers with a wide-range of well-designed, functional, quality home furnishings. IKEA Hong Kong chose to work on an automated customer care solution that could perform essential tasks faster, more reliably, and more cost-effectively. It then earned 56% automation in handling enquiries, 300% growth for Messenger as a customer care channel and 78% increase in agent productivity.
31. Carrefour pleasing millions with the ease of an automated experience
Carrefour is a leading multinational hypermarket headquartered in France and with retail outlets worldwide. It needed to pivot its reliable and competitively priced catalogue delivery system. Due to the lockdown in France, Carrefour suspended its printed promotional materials and accelerated the roll-out of its digital-only catalogue via Messenger from 60 test outlets to all 220 outlets across the nation. Customers quickly took to the online version and resulted in Over 500,000 catalogues being viewed on Messenger and 30% of customers tapped to see more catalogues during the conversational experience.
32. Smartling’s Smart Move to Conversational Marketing:
Smartling, a translation management software, enables brands to easily connect with their global customer base by translating their professional and consumer products like mobile apps, websites, and services.
The company hit a roadblock when they started witnessing that the rate of filling forms was quite low as compared to a considerable amount of traffic on the website.
The company immediately moved from traditional forms to 100% conversational marketing to drive one-to-one conversations. Their email bot campaign engaged more prospects and helped with follow-up conversations.
33. Impeccable consumer experience by AMARO
AMARO is a lifestyle brand that offers the best of fashion, beauty, wellness, and home all in one place. It wanted to provide seamless pre-purchase and customer care support, while boosting its customer service team’s productivity. So it partnered with digital customer service platform Kustomer to streamline its Messenger, WhatsApp and Instagram channels into a single customer relationship management platform. By doing this, they achieved 93% customer satisfaction score, 58% reduction in phone support costs and 92% of customer queries successfully resolved on first contact across the 3 messaging apps
34. Bath & Body Works Arabia scaled up their conversations by conversational commerce
Personal care brand Bath & Body Works operates worldwide, offering its range of fragrances and skincare products. Their team wanted to scale their customer communication channels on social media so they could provide more efficient customer care. To manage and optimise its conversations with customers, it partnered with customer experience expert Emplifi. The teams worked together to implement Messenger API for Instagram, streamlining the direct messages the brand received on Instagram into a centralised platform. It was able to organise messages, respond to customers faster, and identify qualified leads. There was a 2.8X increase in incoming queries, 42% improvement in resolved conversations and 40% operational time savings
35. 4ocean sustaining their way in the automated world.
Ocean cleanup company 4ocean sells bracelets and other merchandise made from recycled materials to encourage environmental sustainability. The sustainable retailer needed a solution for generating social media reports and tracking key messaging metrics on Instagram, as it had no visibility for the platform. It partnered with customer experience management platform Clarabridge to better manage customer conversations. With Clarabridge’s customer management solutions, the jewellery maker routed all its social media mentions to a special folder called Engage where its public tags, private messages, and mentions in Instagram Stories were separated and organized. To top that, 76% of customers received a response within 10 minutes and 100% of relevant daily messages received a response.
36. Lancôme’s End-to-End Conversational Marketing on Facebook Messenger:
Lancôme, a subsidiary of L’Oréal and a popular luxury perfumes and cosmetics retailer, is required to run a Ramadan campaign on their Facebook and Instagram pages. The customers were requested to use a hashtag in the Facebook post comments to have a one-to-one conversation with the brand on Messenger.
The automated chat experience powered by Jumper.ai provided the customers with answers to their questions, product recommendations, and frictionless shopping transactions.
37. Okta’s Virtual Chat Experience:
A global leader in the identity and access management space, Okta created a virtual chat experience to tap into its existing knowledge pool without the need for manual programming. The solution helped the company fill gaps in the buyer experience and helped land quality leads as well.
38. Commvault’s Deep Dive into the Conversational Marketing Strategy:
Commvault is a data protection and data management company offering its services to mid-size and enterprise-level organizations. The team wanted to create a better buyer experience but with the same ease of communication.
Solution? Conversational Marketing as a strategy.
In their virtual event, Commvault helped users navigate to the event and enabled them to connect to the sales team for 1:1 conversations. This drove over 1,200 registrations to the webinar.
The overall strategy helped them achieve a 135% increase in opportunities generated from chat, 7.7% more conversations than email, and a 105% increase in new business revenue.
39. Swisscom winning over customers with empathy, transparency and efficiency
Swisscom is a leading telecommunications company in Switzerland. The telco experienced a 50% increase in Messenger volume during the outages, 21% of which were negative messages. They vowed to address these concerns with empathy and respond to every inbound message. They decided to manage its inbound Messenger conversations and focus on building strong relationships with customers through transparency, personalisation and clear communication. Thanks to this, it turned detractors into fans and saw 43% of dialogues that started out as negative turned to positive and 42% of dialogues that started out as neutral turned to positive.
40. Island king scoring big with automation
Island King is a casual social game that created an automated experience for Messenger. It was developed, built and launched within one month. As a result, 4X higher volume of customer inquiries were handled, 80% questions were solved in 5 minutes and 60% registration rate was achieved.
41. TPBank enabling customers to self-serve on Messenger
TPBank, one of the few banks in the country with a diversified digital banking portfolio that includes ebanking, QR code payments and machine learning solutions. Given the importance of customer service, the bank looked for a solution to better serve their customers. The result was an automated experience supported by the Messenger platform which led to 2x increase in agent productivity, 80% containment in Messenger and 50% reduction in customer wait time on support channels.
42. Virgin Atlantic’s Safe Landing with Conversational AI:
Virgin Atlantic’s traditional model included channels like email, voice, and self-service via their website. Being heavily dependent on such traditional practices, the company lagged in providing an optimal customer experience. With a swift move, the methods converted to Conversational AI.
With the implementation of conversational AI, they could achieve unintrusive, high-quality customer interactions at scale.
43. Conversational Marketing to Gong’s Rescue:
Gong, a Revenue Intelligence platform, confided into conversational marketing to drive more pipeline and higher conversion.
The conversational marketing strategy helped Gong familiarize their audience with Revenue Intelligence and educate them about its market. The team could initiate people-to-people conversations that were more human and authentic and catered to the customers visiting the Gong website even at odd hours.
44. eticket’s success story with 85% new customers
In operation for more than 15 years, eticket is one of the top ticketing companies in Latin America. The online ticket seller wanted to improve the efficiency and quality of its customer service. It realized that it could meet all goals by implementing Login Connect with Messenger. By doing that, eticket’s customers could now create an account and opt-in to receive communications via Messenger quickly and seamlessly. As a result, 85% of new customers who use Facebook allow eticket to contact them through Messenger with Login Connect with Messenger, 87% of customers use Messenger to contact eticket and 60% of customer service inquiries are efficiently answered by the automated Messenger experienced without any human interaction.
45. Newchic’s new way to faster checkouts
A B2C online fashion store headquartered in Hong Kong that serves customers in over 200 countries, Newchic, wanted to use messaging to forge a closer relationship between the retailer and its shoppers and encourage people to make a purchase. The fashion brand turned to Facebook and integrated Login Connect with Messenger, a new product that gives people the opportunity to opt-in to receiving messages when they create an account using Facebook Login. It successfully provided users the ability to opt-in to receive messages when they created a new account, which led to a 2.6X increase in Messenger conversations and sales.
46. Ninja Van driving its way into conversation commerce
Ninja Van is a tech-enabled company that specialises in providing innovative ecommerce supply-chain solutions for businesses across Southeast Asia. It wanted to reduce customer wait times via phone and increase customer satisfaction. Their developers used Messenger API to integrate its existing digital assistant into the messaging platform. This allowed the team to send customers who opted-in automated and enhanced delivery notifications via Messenger. Thanks to that, there was 5X faster turnaround time in handling customer queries and 98% Net Promoter Score.
47. Hang Seng Bank recommends tailored credit card rewards with Messenger.
With over 3.5 million clients, Hang Seng Bank is a leading domestic financial institution in Hong Kong. The bank wanted to find a solution that would ease and strengthen communication with its credit cardholders and raise awareness of the rewards available to them. It chose to build an automated solution using machine learning and natural language processing (NLP) that could accurately read multilingual data to help credit card customers find suitable dining and shopping reward experiences. As a result, more than 10X increase in new user activity over a 6-month period and 90% increase in qualified customer leads.
48. Joybird flying high with a Messenger-first digital assistant
Online furniture brand Joybird builds custom, high-quality furniture to suit clients’ specific preferences and design needs. It wanted to grow its audience, generate leads, and boost sales with an online campaign. The furniture company incorporated Messenger into its marketing strategy. The conversational flow in Messenger would guide customers through the shopping experience. The automated experience responded to customers quickly.
49. Informatica Harnessing the Power of Conversational Marketing:
Informatica, known for helping its clients to accelerate their digital transformation, found itself in a tough spot when its chat service failed miserably. The company started to miss opportunities due to slow response time and lack of Sales and Marketing alignment. Creating a more aligned buying process while increasing qualified leads was the need of the hour.
To control the situation, Informatica applied a conversational model to engage sales, marketing, and buyers.
With the conversational model in place, the company started picking up deals that used to take approximately 6 months to close and started closing them in a mere 30 to 60 days. Their account-based experience completely transformed with personalization and conversation.
50. Puma created a Virat Kohli bot
A leading sports brand used its brand ambassador, Virat Kohli, the captain of Indian cricket team to market and sell their shoes in facebook messenger! They created a bot mimicking the speaking style of Virat which would give the customers a feeling that they are talking to the captain fantastic himself. The Virat bot asks people about their running styles, pain points, etc., and then recommends the most appropriate shoes for them based on the things they said in the FB chat. The beauty of it is that the bot does it in the most human way possible by using a very casual language while interacting with the brand’s customers.
51. UBA Group achieving a digital customer journey
United Bank for Africa (UBA) is a leading Pan-African financial institution, offering banking services to more than 21 million customers, in 20 African countries. After noticing that customers were spending more time on their phones and social media platforms, UBA Group wanted to provide them with a digital banking experience. It launched LEO, a digital assistant custom-built for the Messenger platform. It helped to build automated multiple banking services, including customer care, which successfully reduced the number of queries, over 270,000 new accounts were created via Messenger and 30% reduction in calls to the contact centre.
52. Grupo Savol’s journey of transforming the customer service experience with Messenger
Grupo Savol is a car dealership chain based in Brazil that carries vehicles from global automakers. It wanted to provide its clients with superior customer service by introducing Messenger as an easy-to-use automated solution for booking car service appointments. It partnered with automation expert smarters after taking part in a Facebook test for a Messenger-run appointment-booking feature. When the test ended, the company wanted to build and integrate an appointment-booking service into its existing automated Messenger experience. As a result, 99% of customers served with Messenger, Over 10,000 appointments booked through it and 10% increase in average monthly bookings.
53. Klarmobil GmbH’s success story with 5.5X increase in Messenger users
Based in Germany, telco operator Klarmobil GmbH specialises in the no-frills market by offering customers a complete telco package. The telco found that many customers seeking support had similar requests, and that most were easy to resolve. It built an automated experience for Messenger and the Chat Plugin to its website, where it shows 59% more handled conversations by agents, 19% decrease in resolution time and 5.5X increase in users using Messenger with the Chat Plugin.
54. CCC setting its foot in CC
CCC is a leading footwear retailer in Central Europe, and one of Europe’s largest footwear manufacturers. It wanted to introduce an automated tool to be a first point of contact for customers. It built an automated Messenger experience that could answer frequently asked questions and that was connected to its product catalog to support its customer service team. Since then the shoe retailer has seen 6X more Messenger assistant sessions on average and 44% fewer cases handed over to a live agent.
55. Samsung smoothened customer journey using Whatsapp
The electronics company set up something called Samsung WarrantyBot—a WhatsApp-powered digital assistant designed to guide people through the product and warranty registration in an easy, systematic way. The assistant also helps customers who have queries regarding their warranties. They got fantastic results out of it with customer satisfaction rate going up to 98.3%. They received a whopping 14,000 messages in six weeks.
As seen in the examples above, conversational commerce generates excellent benefits for many brands. Many global brands have inculcated conversational marketing into their strategies.
Other well-known brand names riding their success with this magic tool are Spring, Sephora, RapidMiner, DemandBase, Algolia, ConnectWise, Lattice, Bynder, Frontify, Jitterbit, and multiple other prominent leaders.
Interesting conversational commerce statistics
- 86% of online shoppers prefer proactive customer support that can be achieved using conversational marketing chatbots.
- 79% of top-performing businesses use conversational marketing automation in order to generate more leads.
- Companies that are already automating conversational marketing witness a 10% increase in revenue after a 6-9 month period.
- 79% of consumers prefer messaging apps customer support as compared to traditional forms.
- 36% of companies use live chatbots for marketing, sales, and customer service.
- 82% of consumers believe that an immediate response is important when they have a question, and find conversational marketing chatbots effective.
You might add a virtual product advisor in the form of an AI assistant on your e-commerce website, or automate your live chat on FB messenger or Instagram DMs and even help your customers complete their purchase inside the chat itself. Conversational commerce could have multiple use cases. It is up to you what you make out of it. There are absolutely no limits to the ways you can interact and communicate with your consumers. We have curated these examples to stimulate your thinking of how C commerce can fit in for your brand.
If you need any help on the subject, do not hesitate to reach out to us or even set up a demo.