Social commerce 2021

essence

A new report by Essence defines conversational commerce as the usage of apps such as WeChat and Facebook Messenger to communicate with customers in a “personal and direct environment”.
  • Speed is a huge benefit of conversational commerce, allowing customers to engage brands at any stage of the purchase journey for more information.
  • Brands can reduce churn rates by using conversational AI tools, steering users towards additional purchases or subscription renewals.
  • Conversational commerce requires a blurring of the lines between sales, marketing and customer service....

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