In 2019, the ecommerce retail industry saw $3,5 triliun in global sales. Needless to say, online retail is one of the world’s fastest-growing markets, and the competition for customers is fierce. As businesses modernize their online shopping experiences with smoother payment processes, intelligent product suggestions, elevated brand strategies, and the like, the way they talk to customers must advance as well. In a world where more than 50% of customers feel that companies don’t make it easy to contact them, being active on the communication platforms your customers use and love is an easy way to differentiate your online shopping experience from the competition.

Bird works with retailers like Hugo Boss and Rituals to integrate intelligent communications into their shopping experiences that drive faster sales and build long-term brand loyalty. We’ve collected some of the most compelling use cases below to help you elevate your online shopping experience.

Mendorong penjualan dengan Pemulihan Pembayaran yang Ditinggalkan

Any ecommerce business is unhappily familiar with the pains of abandoned shopping carts. With a staggering cart abandonment rate of 75.5%* globally, targeting (and converting) shoppers who have drifted away during the payment process is a surefire way to drive sales. 

Of course, building strategies to reduce cart abandonment is nothing new, but businesses often rely on email to do the heavy lifting. Bird is helping customers leverage SMS to drive higher conversions and faster sales. If we compare the average SMS open-rate of 90%* ke average 45%* open-rate of cart abandonment emails, the choice is obvious. SMS enables businesses to bypass the clutter of an email inbox to land straight on customers’ phones—reminding them of that beautiful juicer they're two clicks away from owning, or the free tote bag they’ll receive with their order.

Not to mention, customers are increasingly moving from desktop to mobile to do their shopping. Case in point: in 2018, Shopify reported that 77% of traffic and 67% of orders came through mobile, whereas 2019 saw mobile generate 81% of traffic and 71% of orders*. By reaching customers directly on their mobile devices, whether it’s through SMS, WhatsApp, Messenger, WeChat or Line, brands are better positioned to deliver cohesive, engaging experiences.

Deliver impactful campaigns with an omnichannel marketing approach 

Pemasaran yang efektif bergantung pada pemahaman pelanggan Anda. Seperti yang dikatakan oleh pemasar mana pun, semakin personal dan kontekstual sebuah interaksi dengan pelanggan, semakin besar kemungkinan mereka untuk terlibat. Pikirkanlah seperti ini: memberi tahu pelanggan bahwa Anda mengadakan penjualan melalui email blast yang tidak personal adalah satu hal. Mengirimkan pesan kepada pelanggan tentang penjualan barang dengan ukuran tertentu, dengan warna yang mereka sukai, di lokasi toko yang paling dekat dengan mereka adalah hal yang berbeda.

Bird is helping brands build these types of personalized, seamless communication experiences at scale. With Bird’s solusi e-niaga, retailers can automatically trigger restock notifications that default to a customer’s preferred messaging app, or run click-to-message campaigns that put you in direct contact with potential customers straight away.

Caranya adalah dengan menggunakan perangkat lunak komunikasi cloud yang memusatkan riwayat pembelian dan keterlibatan pelanggan di satu tempat. Ketika bisnis memiliki akses mudah ke seluruh riwayat interaksi mereka dengan pelanggan, hal ini akan meningkatkan pengalaman pelanggan dan memperpanjang perjalanan pelanggan.

Modernize your customer support with Bird Inbox

Whether a customer is looking to return a faulty product, check in on an order, or lodge a complaint, every support interaction is an opportunity to turn a potentially dissatisfied customer into a brand loyalist. And if support teams count on one weapon to combat customer dissatisfaction, it’s context. 

Empowering your support agents by centralizing every customer’s interaction history in a simple, accessible conversation thread is the easiest way to drive faster ticket resolutions, build smarter support processes, and boost NPS and CSAT scores. With tools like Bird Inbox, retailers are not only delivering better customer support—they’re creating more efficient processes, automating repetitive manual tasks, and shifting towards engagement patterns that meet and exceed customer expectations.

Membangun loyalitas merek dengan solusi komunikasi modern

Pembeli menginginkan loyalitas mereka tercermin dalam pengalaman pelanggan yang dipersonalisasi dan tanpa hambatan yang menjelaskan hubungan unik mereka dengan merek Anda. Ritel bukan sekadar pengalaman transaksional yang dimulai dan diakhiri di tempat penjualan, melainkan sebuah hubungan. Membangun loyalitas merek bergantung pada hubungan yang kuat dengan pelanggan Anda, memahami kebutuhan mereka, dan memenuhi kebutuhan mereka di mana pun mereka berada.

Bird is empowering retailers around the world to do exactly that with easy-to-use, omnichannel solutions that reduce shopper dropoff, drive sales, increase campaign engagement, and maximize the impact of your communications. Pelajari lebih lanjut tentang solusi e-niaga kami or hubungi kami hari ini to see how you can transform your online shopping experience with cloud communications.