E-commerce seeks to give a more human aspect to the entire shopping experience to resemble the experience in a real physical store: from the arrival at the e-commerce to the selection of the product, until the completion of the payment, the shipment, the moment of delivery, or current shopping experiences in the Metaverse. The online and offline increasingly seek to shorten the distances to bridge the differences that exist between electronic commerce and the traditional point of sale.
By virtue of these objectives, the logistics startup operates isendu specialized in shipping automation. On its platform and by managing the entire process, it manages to create conversations between e-commerce and the end user on WhatsApp, contributing not only to the multiplication of reviews, and therefore to positioning an online brand as market leader, but also to the increase in the conversion rate and the possibility of upselling (that is, the purchase of higher priced items or other components related to the first purchase).
Online purchases, more than 9 out of 10 users consult the reviews before choose a brand
According to a market analysis carried out by isendu, Of the more than 80,000 e-commerce companies surveyed that ship every day, less than 1,000 are able to transform these shipments into positive reviews and, therefore, new orders. In addition, according to the startup, only 1.25% of a sample of 500 e-commerce companies use shipments as a growth strategy, without considering that each successful shipment can result in at least one or two more, including those orders in the that coupons or offers apply. Further confirming the importance of user experience, Reputation Up confirms that 90% of online shoppers read reviews before choosing which e-commerce to trust, making reviews a critical tool in the buying process. Purchase online.
It is no coincidence that isendu has chosen WhatsApp as its platform, which has a very high open rate (99%, compared to 56% for email), and is one of the best-known telematic messaging channels by users. WhatsApp has 2,000 million monthly active users worldwide, surpassing all other mobile messaging applications. WhatsApp is followed by 1,200 from Weixin/WeChat and 988 from Facebook Messenger, according to Statista. In addition, WhatsApp also represents the speed and immediacy that we are used to today, which does not always match that of emails or more structured procedures. A study from a few years ago by Harvard Business Review indicates that the response time of a user on WhatsApp is 90 seconds, compared to 90 minutes for an email.
“What is generated thanks to the development of conversations that are as human as possible is not a simple notification, but a real dialogue between the brand and the user, which each e-commerce can choose to what extent to personalize” Explain Marco PerucciHead of Growth by isendu.
In Spain and Italy, unfortunately, there are still too many online brands that do not exploit the potential of conversational marketing to grow, increase their customers and position themselves as market leaders. “This is because they do not pay enough attention to shipping and the user experience as a whole, which instead needs to be authentic to have the perception that the distance to the physical store experience is actually closed.Perucci continues.
Conversational marketing and customer service: the perfect combination for
engage the user and convince them to come back
The encouragement of carrying out conversations that are real in the eyes of the user, and not the result of the systematic intervention of a bot, also aims to offer the customer that aspect of advice and support typical of the physical store that sometimes fails in the digital.
Conversational marketing and customer service therefore go hand in hand to achieve greater involvement of the consumer, who will feel taken into consideration and assisted and, therefore, will be more likely to buy again from the brand that lent him this service. “We think that what makes the difference is the human side, even in the world of technology, speed, digital. We must never forget, in fact, that behind each brand and each user there are real people, with authentic needs and expectations that must be taken into account if you want to guarantee a positive shopping experience and increase the possibility of returns. By establishing a dialogue and bringing the digital closer to the physical, the gaps that separate online and offline are filled, giving new potential to e-commerce and creating an increasingly pleasant customer journey”, concludes Mario Miletta, Product Manager of isendu.
By streamlining the entire shipping process, logistics startup isendu creates increasingly personalized WhatsApp conversations to increase conversion rates, multiply reviews, and improve the entire shopping experience. And so, as has been shown, sales also increase.