To build unbreakable relationships with your customers, see social messaging differently

Looking ahead, the hypergrowth in messaging coupled with digital commerce is creating a new wave of conversational commerce.

81% of people use messaging to ask about products, 78% to get support and 74% to make a purchase or appointment.

Sometimes the most transformative shifts occur when two trends collide to form something powerful and new. Looking ahead, the hypergrowth in messaging coupled with digital commerce is creating a new wave of conversational commerce.

We view conversational commerce as using chat or voice assistance with the intent to drive the purchase of goods and services. It encapsulates the full range of reasons people chat with businesses, from asking about store hours to booking appointments, tracking deliveries and resolving issues. And it’s happening in all the places where people are spending time online, which is predominantly social and messaging platforms.

The businesses that have a social messaging strategy in place — ready to consistently meet their customers’ needs in the moment — will be able to see a strong return on conversational commerce.

MOO: Facebook’s research found that over 66% are more likely to buy something from a business they can contact via messaging, which is why we’re dedicated to giving brands more ways to provide an asynchronous, productive customer experience.

As a consumer, I’ve used a well-known athleisure brand’s Messenger experience on Instagram to make a purchase, and it felt like having a personal shopper from the comfort of my couch. Someone asked me questions about my preferences, presented new options based on my feedback and continually personalized the private conversation.

Empowering businesses of all sizes to deliver that kind of efficient, tailor-made service is why we’re so excited to launch Messenger’s API in Sprout.

As different parts of an organization, from sales to customer service, get more involved with social messaging, connecting the API to a social media management system like Sprout will help keep workflows organized, improve response times and unlock opportunities to personalize conversations.

No matter where a conversation begins, whether through Instagram DMs, Story replies, Shop inquiries or mentions, businesses can get a holistic view of the customer and the interactions they’ve had right in Sprout’s platform.

This functionality will add to the Sprout platform’s already robust integration with Instagram, including features that let brands more easily manage Instagram DMs, reporting and analysis. We’re confident that this new solution will help brands tap into messaging as the true epicenter for building customer relationships and driving sales.

This is just the beginning. Together, Sprout Social and Facebook look forward to the new possibilities that will emerge as our customers continue to see messaging differently.

Capitalize on the full potential of Instagram for brands by integrating messaging into your holistic strategy. Download this guide to gain best practices, engagement ideas and other tenets necessary to create a high-impact Instagram strategy.

The post To build unbreakable relationships with your customers, see social messaging differently appeared first on Sprout Social.

Tags: Intermediate, Customer Care, facebook, Awareness Stage, What’s Next, instagram

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