Chat commerce gives businesses the chance to conversation actually work connect with customers at every stage of the customer journey. Unlike aggressive pop-ups and banners, this form of selling opens up a dialogue between you and your potential customers that allows you to build much better and lasting relationships.
The customer journey map can be broken down into five stages: discovery, decision, purchase/delivery, and loyalty. By using the right conversational commerce tools and tactics, you can connect with your customer at each of these stages, improve the shopping experience, and turn each touchpoint into a lasting relationship.
Let’s look at where you can find your customers during each stage.
Discovery.
This stage begins when a customer realizes job function email list they have a need or problem. They start looking for ways to solve it and discover you (your company or brand) in the process.
The discovery stage is considered the most important stage of the entire funnel. You can sell great products and create beautiful pages, but how can customers buy from you if they don’t know who you are or have any questions about your product or service?
Conversational tools allow you to connect with customers who are just starting their journey and are looking for businesses like yours. You can use these tools to show customers that you understand their problems and know how to solve them.
At this stage, customers have already done some preliminary research and learned a little about you. However, their search for information hasn’t stopped yet. They are still looking for more information, comparing you to available competitors and reading user reviews.
Now you can use the power of conversation to provide customers with even more details to help them learn about your offering.
Decision
This is the moment when the customer is ready to automation of some processes buy. But even if they have chosen your company, you can’t rest easy because the sale hasn’t been closed yet.
You need to reassure the customer that they are making the right choice so that they don’t change their mind. At this stage, you need to keep the conversation going to strengthen the customer’s decision. Provide social proof and resolve issues instantly if any arise.
Purchase / Delivery
>>>>>This is in fact the stage where we consider the bulk lead greatest friction (i.e., greatest difficulty in completing) if we consider the paths that need to be taken by the client and the technological issues.</p>
At this point, once the purchase has been decided, the customer needs to complete the purchase through an online process: registering their personal details, setting a password, registering their address, choosing delivery options and payment methods, and completing the purch
ase. And in almost 100% of cases, without any human support from a salesperson or online assistant.
This step can be quite tiring and usually is, given the large volume of “abandoned carts” when measuring e-commerce performance.
If the customer encounters difficulties, it is easier to give up if the purchase is not extremely important.</p>
In chat-commerce, the journey can be different, as the customer is already used to chatting via messages and is in their comfortable environment (their preferred app, such as WhatsApp, for examp
le).
Additionally, the checkout process can be partially transformed into a conversation, which dramatically reduces friction and dropout rates.</p>
Not to mention that in these cases there is also the possibility for the customer to buy with the support of a salesperson, via chat, who can assist, engage and facilitate the purchasing proc
ess.
Loyalty.
This is the last stage of the customer journey. If the customer has reached this stage of Loyalty (we can also refer to it as Retention or Fidelization), it means that you have provided everything they needed so far.
This doesn’t mean you can stop doing your best. In fact, taking special care of clients who have reached this stage is extremely beneficial.
Data shows that it is five times cheaper to retain an existing customer than to acquire a new one. To maintain a good relationship with your customer. You need to message them regularly and respond to their messages, even if they are negative.