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Clickatell’s smart chat solutions offers MNOs, ISPs and other other telecom providers a competitive edge. This blog explores how Clickatell enables them to thrive in an evolving industry.","image":null},"body":{"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"The telecommunications industry is in the midst of significant transformation, driven by rapid advancements in technology and evolving customer expectations. As consumers increasingly demand faster, more personalized, and seamless experiences, telcos must adapt to stay competitive. One of the most effective strategies for meeting these demands is by integrating smart chat solutions into customer service and operational processes. Clickatell, a leader in chat commerce, offers a powerful platform that enables telcos to enhance customer engagement, streamline operations, and improve overall satisfaction. This blog explores why telcos need "},{"url":"https://www.clickatell.com/","type":"link","children":[{"type":"span","value":"Clickatell"}]},{"type":"span","value":" and the power of smart chat solutions in driving success in the telecom industry. "}]},{"type":"heading","level":3,"children":[{"type":"span","value":"The Evolving Telecom Landscape "}]},{"type":"paragraph","children":[{"type":"span","value":"The telecom industry has always been at the forefront of communication innovation. However, the pace of change has accelerated in recent years, with digital transformation becoming a key priority for many telcos. Customers now expect instant, personalized communication and traditional customer service channels are no longer sufficient. This shift has created a need for more agile and responsive solutions that can meet customer expectations while reducing operational costs for telcos. "}]},{"type":"paragraph","children":[{"type":"span","value":"One of the most significant changes in customer behavior is the widespread adoption of messaging apps. Platforms like WhatsApp and SMS have become the preferred channels for communication, not just with friends and family, but also with businesses. This trend has opened up new opportunities for telcos to engage with their customers in more meaningful ways through chat-based interactions. "}]},{"type":"heading","level":3,"children":[{"type":"span","value":"Why Telcos Need Smart Chat Solutions "}]},{"type":"paragraph","children":[{"type":"span","value":"Smart chat solutions offer a range of benefits that can help telcos address the challenges of the modern telecom landscape. Here are some key reasons why telcos should consider integrating these solutions into their operations: "}]},{"type":"heading","level":5,"children":[{"type":"span","value":"1. Enhanced Customer Engagement "}]},{"type":"paragraph","children":[{"type":"span","value":"In today's competitive market, customer engagement is crucial for building long-term relationships and driving loyalty. Clickatell's chat platform enables telcos to interact with customers on their preferred messaging channels, providing a more convenient and personalized experience. By leveraging smart chat solutions, telcos can: "}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Offer Real-Time Support:"},{"type":"span","value":" Customers can receive instant responses to their queries, whether they're troubleshooting an issue, inquiring about a service, or seeking assistance with billing. This immediate support helps reduce frustration and enhances the overall customer experience. "}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Personalized Communication:"},{"type":"span","value":" With the ability to tailor messages based on customer data and preferences, telcos can deliver targeted offers, updates, and reminders that are relevant to individual customers. This level of personalization can significantly improve engagement and conversion rates. "}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Interactive Experiences:"},{"type":"span","value":" Smart chat solutions allow for two-way communication, enabling customers to ask questions, request information, and even complete transactions directly within the chat. This interactive approach keeps customers engaged and encourages them to take action. "}]},{"type":"heading","level":5,"children":[{"type":"span","value":"2. Streamlined Operations "}]},{"type":"paragraph","children":[{"type":"span","value":"Operational efficiency is a top priority for telcos, as it directly impacts profitability and customer satisfaction. Clickatell's smart chat solutions help telcos streamline their operations in several ways: "}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Automated Processes:"},{"type":"span","value":" Routine tasks such as customer onboarding, service activation, and account management can be automated through chatbots and "},{"url":"https://www.clickatell.com/products/artificial-intelligence/","type":"link","children":[{"type":"span","value":"AI-driven"}]},{"type":"span","value":" workflows. This automation reduces the need for manual intervention, freeing up resources for more complex tasks and allowing telcos to handle a higher volume of interactions. "}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Reduced Call Center Load:"},{"type":"span","value":" By offering self-service options through chat, telcos can significantly reduce the number of calls to their customer service centers. This not only lowers operational costs but also reduces wait times for customers who do need to speak with a live agent. "}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Efficient Troubleshooting:"},{"type":"span","value":" Chatbots can guide customers through troubleshooting steps for common issues, resolving problems quickly without the need for a technician visit or a lengthy phone call. For more complex issues, the chatbot can seamlessly escalate the interaction to a live agent, ensuring a smooth and efficient resolution process. "}]},{"type":"heading","level":5,"children":[{"type":"span","value":"3. Improved Customer Satisfaction "}]},{"type":"paragraph","children":[{"type":"span","value":"Customer satisfaction is a key driver of loyalty and retention in the telecom industry. Telcos that can consistently deliver a positive experience are more likely to retain customers and reduce churn. Clickatell's chat solutions contribute to higher customer satisfaction by: "}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Providing 24/7 Support:"},{"type":"span","value":" Customers expect round-the-clock service, and chat solutions can meet this demand by offering automated support at any time of day. This availability ensures that customers can get the help they need whenever they need it, without having to wait for business hours. "}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Proactive Communication:"},{"type":"span","value":" Telcos can use chat solutions to proactively reach out to customers with important updates, such as service outages, billing reminders, or special offers. By keeping customers informed and engaged, telcos can prevent issues from escalating and improve overall satisfaction. "}]},{"type":"heading","level":5,"children":[{"type":"span","value":"4. Security and Compliance "}]},{"type":"paragraph","children":[{"type":"span","value":"The telecom industry is highly regulated, with strict requirements for data security and privacy. Clickatell's chat platform is designed to meet these requirements, providing telcos with a secure and compliant solution for customer interactions. Key security features include: "}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"End-to-End Encryption:"},{"type":"span","value":" All messages exchanged through Clickatell's platform are encrypted, ensuring that customer data remains confidential and protected from unauthorized access. "}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Compliance with Global Regulations:"},{"type":"span","value":" Clickatell's platform complies with major data protection regulations, including GDPR, ensuring that telcos can meet their legal obligations while delivering rich, interactive experiences to their customers. "}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Secure Transactions:"},{"type":"span","value":" Telcos can use Clickatell's platform to facilitate secure transactions, such as bill payments and top-ups, directly within the chat interface. This convenience, combined with robust security measures, helps build trust with customers. "}]},{"type":"heading","level":5,"children":[{"type":"span","value":"5. Scalability and Flexibility "}]},{"type":"paragraph","children":[{"type":"span","value":"The telecom industry is dynamic, with customer demands and market conditions constantly changing. Clickatell's chat solutions offer the scalability and flexibility that telcos need to adapt to these changes. Whether a telco is looking to expand its customer base, introduce new services, or enter new markets, Clickatell's platform can support these initiatives with: "}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Scalable Infrastructure:"},{"type":"span","value":" Clickatell's platform is built to handle high volumes of interactions, making it suitable for telcos of all sizes. As a telco's customer base grows, the platform can scale to accommodate increased demand without compromising performance. "}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Customizable Solutions:"},{"type":"span","value":" Telcos can tailor Clickatell's chat solutions to meet their specific needs, whether that involves integrating with existing systems, creating custom workflows, or developing new chatbots. This flexibility allows telcos to innovate and differentiate themselves in the market. "}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Global Reach:"},{"type":"span","value":" Clickatell's platform supports messaging in multiple languages and across various regions, enabling telcos to connect with customers around the world. This global reach is particularly valuable for telcos operating in multiple countries or looking to expand internationally. "}]},{"type":"heading","level":3,"children":[{"type":"span","value":"Examples of Clickatell's Chat Solutions in Telecom "}]},{"type":"paragraph","children":[{"type":"span","value":"To illustrate the power of Clickatell's chat solutions, let's explore some examples of how telcos can leverage these capabilities: "}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Customer Onboarding:"},{"type":"span","value":" Imagine a telecom provider using Clickatell's platform to automate its customer onboarding process. New customers could be guided through account setup and service activation via chat, reducing the time required to get started and improving the overall onboarding experience. The automated process would also help the provider handle a large volume of new customers during peak periods, without overloading its customer service team. "}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Recharge and Billing:"},{"type":"span","value":" A telco could implement Clickatell's chat solutions to offer customers a convenient way to recharge their accounts and pay bills. Customers could complete these transactions directly within the chat, without needing to log into a separate portal or visit a store. This streamlined process would result in higher customer satisfaction and a reduction in overdue payments. "}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Proactive Support:"},{"type":"span","value":" A telecom operator could use Clickatell's platform to proactively notify customers of upcoming service outages and provide troubleshooting steps to minimize disruption. By communicating proactively, the operator could reduce the number of support calls during outages and improve customer trust. "}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Contract Upgrades:"},{"type":"span","value":" Another scenario involves a telco using Clickatell's chat solutions to streamline the contract upgrade process. Customers approaching the end of their contracts could receive personalized recommendations for new plans and features via chat. They could then easily upgrade their contracts with just a few taps, without needing to visit a store or make a phone call. "}]},{"type":"paragraph","children":[{"type":"span","value":"These examples highlight the versatility and effectiveness of Clickatell's chat solutions in addressing the diverse needs of telecom providers.  "}]},{"type":"heading","level":3,"children":[{"type":"span","value":"Spotlight: MTN South Africa and Clickatell's Chat Commerce on WhatsApp "}]},{"type":"paragraph","children":[{"type":"span","value":"A compelling real-world example of Clickatell's impact in the telecom industry is its partnership with "},{"url":"https://www.clickatell.com/press-center/clickatell-mtn-south-africa-chat-commerce-whatsapp/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"MTN South Africa"}]},{"type":"span","value":". MTN, a leading telecom operator in Africa, implemented Clickatell's chat commerce solutions to engage its customers through WhatsApp, one of the continent's most popular messaging platforms.  "}]},{"type":"paragraph","children":[{"type":"span","value":"MTN leveraged Clickatell's platform to offer a range of services directly within the WhatsApp chat interface. Customers could check their balances, recharge airtime, manage their accounts, and even receive customer support — all through a simple, intuitive chat experience. This integration not only enhanced customer convenience but also drove higher engagement rates, as users appreciated the ability to manage their telecom needs in a familiar, easy-to-use channel. "}]},{"type":"paragraph","children":[{"type":"span","value":"The success of this initiative demonstrates the potential of Clickatell's chat solutions to transform customer interactions in the telecom sector. By meeting customers where they are — on their preferred messaging platforms — MTN was able to offer a seamless, personalized experience that improved customer satisfaction and loyalty. "}]},{"type":"paragraph","children":[{"type":"span","value":"This case study underscores the importance of adopting smart chat solutions like Clickatell's, particularly for telcos operating in regions where messaging apps are a dominant mode of communication. The ability to deliver services through a trusted and widely-used platform like WhatsApp not only meets customer expectations but also sets telcos apart in a highly competitive market. "}]},{"type":"heading","level":3,"children":[{"type":"span","value":"The Future of Telecom Customer Engagement "}]},{"type":"paragraph","children":[{"type":"span","value":"As the telecom industry continues to evolve, telcos must find new ways to meet the changing needs of their customers. Smart chat solutions, like those offered by Clickatell, provide a powerful tool for enhancing customer engagement, streamlining operations, and improving overall satisfaction. By integrating these solutions into their operations, telcos can stay ahead of the competition and deliver the seamless, personalized experiences that today's customers expect. "}]},{"type":"paragraph","children":[{"type":"span","value":"Clickatell's chat platform offers telcos the scalability, security, and flexibility they need to thrive in a rapidly changing market. Whether it's automating routine tasks, providing real-time support, or offering convenient self-service options, Clickatell's solutions can help telcos build stronger relationships with their customers and drive long-term success. "}]},{"type":"paragraph","children":[{"type":"span","value":"In a world where customer experience is the new battleground for telcos, smart chat solutions are no longer a luxury — they're a necessity. By partnering with Clickatell, telcos can unlock the full potential of chat commerce and set themselves apart in an increasingly competitive industry. "}]},{"type":"paragraph","children":[{"url":"https://www.clickatell.com/solutions/telco/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Contact us today to learn more"}]},{"type":"span","value":". "}]}]}}}},{"slug":"addressing-customer-satisfaction-challenges-in-telecommunications","title":"Addressing Customer Satisfaction Challenges in Telecommunications","internal":{"type":"DatoCmsTemplateBlogPost"},"category":{"name":"Customer Experience","slug":"customer-experience"},"secondaryCategories":[{"id":"DatoCmsTaxonomyCategory-142960545","name":"WhatsApp","slug":"whatsapp"},{"id":"DatoCmsTaxonomyCategory-142960552","name":"Chat Self-Service","slug":"chat-self-service"},{"id":"DatoCmsTaxonomyCategory-KaWGwiwaTdq9m8uiWQ3hkw","name":"AI","slug":"ai"},{"id":"DatoCmsTaxonomyCategory-142960536","name":"Digital Transformation","slug":"digital-transformation"},{"id":"DatoCmsTaxonomyCategory-142960558","name":"Chat Commerce","slug":"chat-commerce"}],"featuredImage":{"alt":null,"url":"https://www.datocms-assets.com/54467/1741771772-telco_addressing-customer-satisfaction-challenges-in-telecommunications_banner.png?auto=format","gatsbyImageData":{"images":{"sources":[],"fallback":{"src":"https://www.datocms-assets.com/54467/1741771772-telco_addressing-customer-satisfaction-challenges-in-telecommunications_banner.png?auto=format&w=1110","srcSet":"https://www.datocms-assets.com/54467/1741771772-telco_addressing-customer-satisfaction-challenges-in-telecommunications_banner.png?auto=format&dpr=0.26&w=1110 278w,\nhttps://www.datocms-assets.com/54467/1741771772-telco_addressing-customer-satisfaction-challenges-in-telecommunications_banner.png?auto=format&dpr=0.5&w=1110 555w,\nhttps://www.datocms-assets.com/54467/1741771772-telco_addressing-customer-satisfaction-challenges-in-telecommunications_banner.png?auto=format&w=1110 1110w","sizes":"(min-width: 1110px) 1110px, 100vw"}},"layout":"constrained","placeholder":{"fallback":"data:image/jpeg;base64,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"},"width":1110,"height":580}},"seo":{"description":"Integrating  WhatsApp and AI presents a transformative opportunity for the telecommunications industry to address long-standing customer satisfaction challenges. Find out how these technologies can improve customer satisfaction, drive operational efficiency, and give you a competitive advantage.","image":null},"body":{"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"In today's rapidly evolving and highly competitive telecommunications landscape, customer satisfaction has become a critical differentiator for companies seeking to maintain an edge. As consumer expectations continue to rise, telecom providers must adapt their customer service strategies to meet these demands and foster long-term loyalty. Recent studies, such as the "},{"url":"https://www.pwc.co.za/en/publications/south-african-telecommunications-sentiment-index.html","meta":[{"id":"rel","value":"noreferrer noopener"},{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","marks":["underline"],"value":"South African Telecommunications Sentiment Index by PwC South Africa"}]},{"type":"span","value":", highlight persistent negative sentiment among consumers, particularly regarding call center responsiveness and network coverage issues. However, the integration of innovative technologies like WhatsApp messaging and Artificial Intelligence (AI) presents a promising solution to transform customer service and elevate satisfaction levels in the telecoms sector. \n  "}]},{"type":"heading","level":4,"children":[{"type":"span","value":"Using WhatsApp for Better Customer Service "}]},{"type":"paragraph","children":[{"type":"span","value":"To address these challenges, integrating WhatsApp messaging into customer service strategies offers a promising solution. WhatsApp, with its widespread global usage, provides a direct and familiar channel for customer interactions, which can significantly enhance the customer service experience. "}]},{"type":"paragraph","children":[{"type":"span","value":"WhatsApp is the most popular chat messaging platform in the world and is perfectly suited to delivering great customer engagement. Benefits include: \n "}]},{"type":"list","style":"numbered","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Immediate Communication:"},{"type":"span","value":" WhatsApp enables real-time interactions, significantly reducing response times compared to traditional channels. This immediacy addresses one of the primary pain points in customer service – long wait times. "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Automated Responses:"},{"type":"span","value":" Chatbots integrated with WhatsApp can handle routine inquiries, freeing up human agents for more complex issues and ensuring rapid assistance for customers. "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Enhanced Engagement:"},{"type":"span","value":" WhatsApp's support for rich media (images, videos, documents) makes it easier for bots and agents to explain complex issues or guide customers through troubleshooting steps, improving the overall support experience. "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Personalized Support:"},{"type":"span","value":" A WhatsApp thread and number provide history and context on the customer that allows service agents to provide personalized conversations, facilitating more tailored and effective support. This personalization is crucial in an industry where customer needs can vary widely. "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Customer Satisfaction Tracking:"},{"type":"span","value":" WhatsApp facilitates quick post-interaction surveys, enabling telecom companies to gauge satisfaction levels in real time and adjust their strategies accordingly. "}]}]}]},{"type":"paragraph","children":[{"type":"span","value":" "}]},{"type":"heading","level":4,"children":[{"type":"span","value":"Implementing WhatsApp for Positive Change "}]},{"type":"paragraph","children":[{"type":"span","value":"To capitalize on WhatsApp's capabilities, businesses should consider the following about deploying an effective chat commerce solution.  \n "}]},{"type":"heading","level":6,"children":[{"type":"span","marks":["emphasis","strong"],"value":"Integration with Existing Systems"},{"type":"span","marks":["strong"],"value":" "}]},{"type":"paragraph","children":[{"type":"span","value":"To gain the most value out of the WhatsApp chat commerce solution, the aim should be to integrate with as many business systems as possible, both at the back end and with third parties that are used. This will provide opportunities for automation, to improve operations, while providing customers access to rich, secure digital services, and service agents with comprehensive customer insights to enable more innovative, more informed interactions and ultimately improved customer satisfaction. "}]},{"type":"heading","level":6,"children":[{"type":"span","marks":["emphasis","strong"],"value":"Training and Development"},{"type":"span","marks":["strong"],"value":" "}]},{"type":"paragraph","children":[{"type":"span","value":"Invest in training customer service teams to effectively use the WhatsApp channel for live communication, focusing on personalization, empathy, and technical skills for troubleshooting. Ensure marketing, product, and technology teams understand how to use the channel for automated, personalized messaging experiences, that empower customers to get things done with a simple conversation, instead of having to update an app or visit a website. "}]},{"type":"heading","level":6,"children":[{"type":"span","marks":["emphasis","strong"],"value":"Monitoring and Analytics"},{"type":"span","marks":["strong"],"value":" "}]},{"type":"paragraph","children":[{"type":"span","value":"This ubiquitous messaging channel delivers so many rich data points, and by utilizing advanced analytics these personal WhatsApp interactions between your business and your customers can be analyzed to identify common issues, to continuously improve service delivery strategies based on real, customer feedback. This feedback loop also helps to refine the overall service offering and automation in WhatsApp. "}]},{"type":"heading","level":6,"children":[{"type":"span","marks":["emphasis","strong"],"value":"Marketing and Communication"},{"type":"span","marks":["strong"],"value":" "}]},{"type":"paragraph","children":[{"type":"span","value":"As well as being used for notifications and customer support, WhatsApp can also be used for marketing purposes, sending updates about new plans, services, or promotions directly to customers, enhancing engagement and loyalty. WhatsApp can be used to easily and conveniently gather customer opt-in, as well as deliver granular communication services based on customer selections. \n "}]},{"type":"heading","level":4,"children":[{"type":"span","value":"The Impact of AI on Customer Service and Its Synergy with WhatsApp "}]},{"type":"paragraph","children":[{"type":"span","value":"The potential of recent advancements made with generative AI, and the ease with which conversational chatbots can now be deployed in WhatsApp, will transform ways in which customers can be supported on this channel. AI can enhance customer service operations and streamline various backend processes. Some key areas where AI can make a substantial impact: "}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"heading","level":6,"children":[{"type":"span","marks":["emphasis","strong"],"value":"Efficient Query Resolution"},{"type":"span","marks":["strong"],"value":" "}]},{"type":"paragraph","children":[{"type":"span","value":"AI-powered chatbots, trained on business-specific information, can handle massive volumes of routine customer inquiries, providing instant, smart responses, freeing up human agents for more complex issues. AI can further assist human agents by providing suggested responses to customer queries in live chat threads. This can lead to quicker resolutions and higher customer satisfaction. "}]},{"type":"heading","level":6,"children":[{"type":"span","value":" "},{"type":"span","marks":["emphasis","strong"],"value":"Predictive, Proactive, Personalised"},{"type":"span","marks":["strong"],"value":" "}]},{"type":"paragraph","children":[{"type":"span","value":"Analyzing customer data and predicting future behaviors can help MNOs, ISPs, and Telcos offer more personalized services and proactive solutions, as these AI-driven systems can detect and address potential service disruptions before they affect customers. AI can also create tailored experiences, unique to each customer, from customized recommendations to personalized onboarding processes potentially reducing complaints and increasing customer loyalty. "}]},{"type":"heading","level":6,"children":[{"type":"span","marks":["emphasis","strong"],"value":"Continuous Improvement"},{"type":"span","marks":["strong"],"value":" "}]},{"type":"paragraph","children":[{"type":"span","value":"AI systems can continuously learn from interactions, refining their responses and strategies over time to better meet customer needs. By automating routine tasks and optimizing network operations, AI can help drive operational efficiency, reducing costs and allowing companies to invest more in customer service initiatives and digital transformation strategies. "}]},{"type":"heading","level":4,"children":[{"type":"span","value":" \nImplementing a Successful Strategy "}]},{"type":"paragraph","children":[{"type":"span","value":"It is clear that the combination of WhatsApp messaging and AI creates a powerful synergy that can significantly enhance customer service across industries, but particularly in telecommunications. "}]},{"type":"paragraph","children":[{"type":"span","value":" Imagine deploying an intelligent, AI-powered chatbot, integrated with WhatsApp to provide instant, accurate responses to customer queries 24/7. Imagine dramatically improving response times and customer satisfaction with an advanced system that analyzes customer data and interaction history to deliver personalized responses, making customers feel truly valued and understood. Imagine anticipating issues before they arise, proactively sending helpful information or solutions to prevent problems from escalating. Imagine using AI to continuously refine and improve services and strategies, creating a cycle of ever-improving customer satisfaction and loyalty.  "}]},{"type":"paragraph","children":[{"type":"span","value":"To successfully leverage WhatsApp and AI for improved customer satisfaction, telecom companies should consider the following: "}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Develop an Implementation Plan:"},{"type":"span","value":" Create a clear roadmap for integrating these technologies into existing customer service frameworks and business operations. Start with catalyst use cases that drive value and convenience. "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Invest in Technology Infrastructure:"},{"type":"span","value":" Ensure robust systems are in place to support customer communications at scale, as well as deploying AI in a responsible, secure, and private fashion. "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Maintain a Human Touch:"},{"type":"span","value":" While leveraging advanced technology, ensure that human empathy and problem-solving skills remain central to customer service. "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Focus on Employee Training:"},{"type":"span","value":" Equip staff with the skills needed to effectively use WhatsApp for customer interactions, and work alongside AI in the process. "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Continuously Gather and Act on Feedback:"},{"type":"span","value":" Regularly analyze customer feedback to refine and improve the use of these technologies. \n "}]}]}]},{"type":"heading","level":4,"children":[{"type":"span","value":"Conclusion "}]},{"type":"paragraph","children":[{"type":"span","value":"The integration of WhatsApp messaging and AI presents a transformative opportunity for the telecommunications industry to address long-standing customer satisfaction challenges. By leveraging these technologies, companies like MNOs, ISPs, and Telcos can provide faster, more personalized, and more efficient customer service. This not only improves customer satisfaction but also drives operational efficiency and competitive advantage. As the industry continues to evolve, those who successfully implement these innovative solutions will be well-positioned to lead in customer satisfaction and loyalty. "}]},{"type":"thematicBreak"},{"type":"paragraph","children":[{"type":"span","marks":["strong","emphasis"],"value":"Are you ready to improve customer satisfaction using WhatsApp? Get our "},{"url":"https://www.clickatell.com/contact/contact-sales/","meta":[{"id":"rel","value":"noreferrer noopener"},{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","marks":["underline","strong","emphasis"],"value":"demo "}]},{"type":"span","marks":["strong","emphasis"],"value":"right now!"},{"type":"span","marks":["emphasis"],"value":" "}]},{"type":"paragraph","children":[{"type":"span","value":" "}]}]}}}},{"slug":"blog-conversational-marketing-unlock-the-power-of-the-whatsapp-business-platform","title":"Conversational Marketing: Unlock the Power of the WhatsApp Business Platform","internal":{"type":"DatoCmsTemplateBlogPost"},"category":{"name":"Conversational Marketing","slug":"conversational-marketing"},"secondaryCategories":[{"id":"DatoCmsTaxonomyCategory-142960536","name":"Digital Transformation","slug":"digital-transformation"}],"featuredImage":{"alt":null,"url":"https://www.datocms-assets.com/54467/1708434282-campaignmanager_blog_banner_1100x580.png?auto=format","gatsbyImageData":{"images":{"sources":[],"fallback":{"src":"https://www.datocms-assets.com/54467/1708434282-campaignmanager_blog_banner_1100x580.png?auto=format&w=1100","srcSet":"https://www.datocms-assets.com/54467/1708434282-campaignmanager_blog_banner_1100x580.png?auto=format&dpr=0.25&w=1100 275w,\nhttps://www.datocms-assets.com/54467/1708434282-campaignmanager_blog_banner_1100x580.png?auto=format&dpr=0.5&w=1100 550w,\nhttps://www.datocms-assets.com/54467/1708434282-campaignmanager_blog_banner_1100x580.png?auto=format&w=1100 1100w","sizes":"(min-width: 1100px) 1100px, 100vw"}},"layout":"constrained","placeholder":{"fallback":"data:image/jpeg;base64,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"},"width":1100,"height":580}},"seo":{"description":"Discover how the WhatsApp Business Platform is revolutionizing conversational marketing in this blog. Learn how businesses are leveraging WhatsApp to engage customers, drive sales, and create personalized experiences through real-time, interactive communication.","image":null},"body":{"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"With over 2 billion users and use in 180+ countries, WhatsApp has transformed the way we connect, not just with friends and family but also with the brands we love and trust. Brands that capitalize on messaging customers in this channel are not just heard but also seen—gaining the kind of attention that traditional email marketing envies. "}]},{"type":"paragraph","children":[{"type":"span","value":"Can you imagine launching an email campaign and witnessing nearly every message blossom into engagement? Unlike overcrowded inboxes, a WhatsApp notification rarely goes unnoticed. A good email open rate is between 17-28%, but WhatsApp can deliver up to 98% open rates, with most messages read within minutes. This isn't just marketing; it's the beginning of a digital commerce revolution, and it's no wonder that smart brands see WhatsApp as an excellent way to grab customer attention. "}]},{"type":"paragraph","children":[{"type":"span","value":"  "}]},{"type":"heading","level":5,"children":[{"type":"span","value":"Digitization Saves Costs, Increases Reach, and Is More Environmentally Sound "}]},{"type":"paragraph","children":[{"type":"span","value":"One of Clickatell’s customers, a large retailer, used to print hundreds of thousands of broadsheets for their shoppers every month. These were distributed as newspaper inserts or mailed directly to consumers, generally seeing a conversion rate of 1-5%. The retailer replaced the printed brochures with targeted WhatsApp campaigns, sending out digital broadsheets instead, featuring the same products, prices, and promotions. "}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"item":"b-vJ2W7jRxaXuGZlO1rrhw","type":"block"},{"type":"paragraph","children":[{"type":"span","value":"And the result? By far, the biggest benefit is the impressive reach that WhatsApp offers. Their campaigns enjoy excellent open rates of up to 95%, with low opt-out rates of around 6%. Their messages provide customers with the option to opt out of receiving marketing messages by tapping an opt-out button in the chat thread, ensuring you are only contacting customers who want to hear from you. Sending the campaign via WhatsApp was also 10.4% cheaper than printing broadsheets. Then there’s the reduction in the environmental impact. How many printed pages end up in the trash or on the street? "}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"heading","level":5,"children":[{"type":"span","value":"Redefining Engagement with WhatsApp "}]},{"type":"paragraph","children":[{"type":"span","value":"In marketing, grabbing attention is only the first step. Engagement is the journey. WhatsApp empowers brands to deliver innovative, interactive messages on a platform users trust and regularly engage with. Its global ubiquity and rich media capabilities make it a versatile tool for creating deeply personalized and contextually relevant brand experiences. Hundreds of millions of people a day use WhatsApp to contact businesses, making it an important customer service channel through customer-initiated messaging. What about the opportunities that exist for marketing on WhatsApp, with business-initiated messaging that can be used to start personalized, impactful, and meaningful communication? "}]},{"type":"paragraph","children":[{"type":"span","value":"WhatsApp isn't just a messaging app; it's become a sophisticated channel for real-time, two-way conversations between businesses and customers, at every phase of the customer journey, and through the marketing funnel. Adopting a full-funnel approach to WhatsApp messaging ensures customers not only stay engaged but are also motivated to take the next step in the journey: "}]},{"type":"list","style":"numbered","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Top of funnel - "},{"type":"span","marks":["strong"],"value":"awareness"},{"type":"span","value":": Grab attention and build awareness by sending media-rich messages that showcase your products or services, utilizing images, videos, and interactive content to captivate your audience. Robust interaction helps drum up interest and initiate a connection with potential customers. "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Middle of funnel - "},{"type":"span","marks":["strong"],"value":"consideration"},{"type":"span","value":": Nurture leads and drive conversions by sending personalized messages and unique offers to customers. Use WhatsApp's messaging capabilities to deliver targeted content, building trust and increase the likelihood of conversion. "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Bottom of funnel - "},{"type":"span","marks":["strong"],"value":"conversion"},{"type":"span","value":": Recover potentially lost sales by sending helpful reminders to customers who have abandoned their carts. Leverage the power of a WhatsApp conversation to engage with these customers on a more personal level and provide them with support and incentives to complete their purchase. Additionally, create remarketing content in the form of ads that direct customers to a WhatsApp conversation, where they can continue the buying process seamlessly. "}]}]}]},{"type":"paragraph","children":[{"type":"span","value":"Using WhatsApp, businesses can optimize their marketing efforts and create meaningful interactions with customers. The platform's rich media capabilities, personalized messaging, and convenient conversational interface make it an ideal channel for driving customer engagement and conversions. "}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"heading","level":5,"children":[{"type":"span","value":"A Gateway to Meaningful Messaging "}]},{"type":"paragraph","children":[{"type":"span","value":" To take advantage of the thriving WhatsApp Business messaging ecosystem, Clickatell has built Campaign Manager, a user-friendly broadcast messaging web app specifically for sending WhatsApp messages. It's designed to streamline outbound marketing efforts, ensuring messages not only reach their destination but also resonate with their recipients. "}]},{"item":"V0ChGgAnS_CuMpJp0eJp3Q","type":"block"},{"type":"paragraph","children":[{"type":"span","value":"Campaign Manager enables marketing teams to craft, schedule, and dispatch messaging campaigns through a simple, intuitive interface, allowing the team to focus on crafting compelling messages, not navigating complex software. "}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Key features include: "}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Creating, scheduling, and sending WhatsApp messaging campaigns. "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Sending approved WhatsApp templates already set up in your account. "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Uploading recipient details in bulk via the web front-end, or SFTP. "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Receiving and viewing customer responses. "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Creating and managing auto-responses. "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Managing customer opt-outs. "}]}]}]},{"type":"paragraph","children":[{"type":"span","value":""}]},{"type":"heading","level":5,"children":[{"type":"span","value":"Connect, Interact and Transact with Customers  "}]},{"type":"paragraph","children":[{"type":"span","value":"Digital marketing is not just about broadcasting a message; it's about starting a conversation. As the mobile messaging market grows, the need for a sophisticated messaging tool becomes clear. Clickatell understands this, offering a new way to engage, impress, and foster lasting relationships with customers. Our Chat Commerce Platform empowers businesses to connect, interact, and transact with customers on the channels they love and use daily. "}]},{"type":"paragraph","children":[{"type":"span","value":"Supercharge your marketing this year with efficiency and effectiveness. Make each message count, and every conversation matter. In this world, reach and engagement are not just metrics; they are cornerstones of customer connection. WhatsApp isn't just another channel in the digital marketing repertoire—it's an opportunity for sophisticated, modern customer engagement, and in the competitive race to win customer attention, WhatsApp is your secret weapon. Embrace conversational marketing, where every message sent is an opportunity to nurture, to sell, and to grow. "}]}]}}}},{"slug":"transforming-telecoms-with-customer-experience","title":"Transforming Telecoms with Better Customer Experiences ","internal":{"type":"DatoCmsTemplateBlogPost"},"category":{"name":"Digital Transformation","slug":"digital-transformation"},"secondaryCategories":[{"id":"DatoCmsTaxonomyCategory-142960558","name":"Chat Commerce","slug":"chat-commerce"},{"id":"DatoCmsTaxonomyCategory-142960545","name":"WhatsApp","slug":"whatsapp"},{"id":"DatoCmsTaxonomyCategory-YVXHiGUvRzOd17kV1SJm9w","name":"Mobile Messaging","slug":"mobile-messaging"},{"id":"DatoCmsTaxonomyCategory-142960538","name":"Mobile Marketing","slug":"mobile-marketing"},{"id":"DatoCmsTaxonomyCategory-142960541","name":"Customer Relationship Management","slug":"customer-relationship-management"},{"id":"DatoCmsTaxonomyCategory-142960528","name":"Customer Engagement","slug":"customer-engagement"}],"featuredImage":{"alt":null,"url":"https://www.datocms-assets.com/54467/1741772031-telco_transforming-telecoms-with-customer-experience-blog.png?auto=format","gatsbyImageData":{"images":{"sources":[],"fallback":{"src":"https://www.datocms-assets.com/54467/1741772031-telco_transforming-telecoms-with-customer-experience-blog.png?auto=format&w=1110","srcSet":"https://www.datocms-assets.com/54467/1741772031-telco_transforming-telecoms-with-customer-experience-blog.png?auto=format&dpr=0.26&w=1110 278w,\nhttps://www.datocms-assets.com/54467/1741772031-telco_transforming-telecoms-with-customer-experience-blog.png?auto=format&dpr=0.5&w=1110 555w,\nhttps://www.datocms-assets.com/54467/1741772031-telco_transforming-telecoms-with-customer-experience-blog.png?auto=format&w=1110 1110w","sizes":"(min-width: 1110px) 1110px, 100vw"}},"layout":"constrained","placeholder":{"fallback":"data:image/jpeg;base64,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"},"width":1110,"height":580}},"seo":{"description":"Read how the Telecoms industry can use WhatsApp messaging to turn negative customer sentiment around, improving customer experience, reducing churn, and driving digital transformation. ","image":null},"body":{"value":{"schema":"dast","document":{"type":"root","children":[{"type":"heading","level":2,"children":[{"type":"span","value":"Overview"}]},{"type":"paragraph","children":[{"type":"span","value":"Mobile network operators and internet service providers need to remain competitive in a market filled with many alternatives and an increasing number of agile, customer-focused digital-native companies. To deliver returns, the telecoms industry needs to go beyond simply delivering technology and start to innovate with the customer experience being offered but is often viewed with some skepticism by customers. While its technology solutions are vital to peoples’ lives and should represent real opportunities to forge ever deeper connections with customers, several factors contribute to this suspicion: an emphasis on customer acquisition over retention, slower adaptability compared to digital-native companies, and insufficient digital touchpoints in a digital-first world. The outcome? High customer churn. Let’s explore how WhatsApp can address persistent challenges and achieve sustainable business benefits through chat commerce."}]},{"type":"heading","level":2,"children":[{"type":"span","value":"Shifting the Negative Customer Perceptions"}]},{"type":"paragraph","children":[{"type":"span","value":"Businesses make significant investment in enhancing the customer journey through better customer experience, with most ranking digital CX as one of their top three spending priorities. However, choosing the right digital channels for delivering exceptional CX is crucial. A strong starting point would be WhatsApp, the world’s most popular messaging platform. With"},{"url":"https://www.statista.com/statistics/258749/most-popular-global-mobile-messenger-apps/","type":"link","children":[{"type":"span","value":" 2 billion monthly active users"}]},{"type":"span","value":" across 180 countries, and more than 65 billion messages sent daily, WhatsApp messages boast high open rates, with the majority of messages being viewed within five minutes."}]},{"type":"paragraph","children":[{"type":"span","value":"Businesses are turning to the WhatsApp Business API for more effective customer messaging, a change designed to improve customer satisfaction, deliver effective issue resolution, and focus on rich feedback, especially in call centers. Additionally, the processes for contract renewals and product recharges can be delivered in the same channel, further reducing reliance on traditional telephonic support to deliver a more seamless customer experience, helping businesses to ‘close the loop’ as much as ‘close a sale’."}]},{"type":"paragraph","children":[{"type":"span","value":"In an age where consumer attention is scattered across numerous digital channels, WhatsApp consistently stands out as a trusted, 24/7 service. Businesses are increasingly using the WhatsApp Business API to connect with customers on a familiar platform, which in turn enhances CX programs, strengthens customer relationships, and boosts retention rates and revenue."}]},{"type":"heading","level":2,"children":[{"type":"span","value":"Telco Reinvented: A Day in the Life of a Customer "}]},{"type":"paragraph","children":[{"type":"span","value":"Imagine waking up on a typical weekday morning, the sun just starting to filter through the blinds. You reach for your phone, not to check emails or social media, but to quickly renew your mobile contract. No need to navigate through complex websites or wait on hold for customer service—everything you need is right at your fingertips, on WhatsApp."}]},{"type":"heading","level":3,"children":[{"type":"span","value":"Morning Routine Simplified"}]},{"type":"paragraph","children":[{"type":"span","value":"Sarah, a busy marketing exec, starts her day as usual. She’s about to jump into her morning routine when she receives a notification from her mobile service provider via WhatsApp. It’s a gentle reminder that her contract is up for renewal. With a packed day ahead, Sarah is relieved to know she can handle this task without even leaving her home."}]},{"item":"bFPYXf6wQNOP8eW-64zDUQ","type":"block"},{"type":"heading","level":3,"children":[{"type":"span","value":"Seamless Interaction"}]},{"type":"paragraph","children":[{"type":"span","value":"As she sips her coffee, Sarah taps on the WhatsApp notification. A chatbot greets her with a personalized message: “Good morning, Sarah! Your mobile contract is set to expire soon. Would you like to review your options now?” She selects “Yes” and is instantly presented with a few tailored contract options based on her usage over the past year."}]},{"item":"D9t1dqNdR6C93ee16s7VmQ","type":"block"},{"type":"heading","level":3,"children":[{"type":"span","value":"Personalized Offers and Quick Decisions"}]},{"type":"paragraph","children":[{"type":"span","value":"Sarah reviews the options: one offers more data for her frequent travel, another provides a discount for committing to a longer term. The chatbot even highlights that she can save more by bundling her mobile plan with home internet. Impressed by the convenience and clarity, Sarah selects the option that best fits her lifestyle."}]},{"item":"dbR3v_nnRH2L_qFscdRVkA","type":"block"},{"type":"heading","level":3,"children":[{"type":"span","value":"Instant Confirmation"}]},{"type":"paragraph","children":[{"type":"span","value":"Within minutes, the chatbot confirms Sarah’s choice. She receives a summary of the new contract, a link to the terms and conditions, and is asked to confirm her upgrade by tapping “Confirm My Upgrade.” After confirming, she receives an electronic copy of her new contract, along with a breakdown of the changes. All of this happens without Sarah needing to speak to a human representative or log in to a separate app. Contract renewed, Sarah finishes her coffee and heads out the door. The whole process was completed in under 20 minutes, and without breaking her morning routine."}]},{"item":"KTXp2jDjSd6UDewMYFcubQ","type":"block"},{"type":"heading","level":2,"children":[{"type":"span","value":"Why This Matters"}]},{"type":"paragraph","children":[{"type":"span","value":"This scenario is not just a glimpse into Sarah’s life—it’s the future of customer service. WhatsApp is not just for messaging friends anymore—it has become a powerful tool for consumers to connect with businesses. The convenience of turning to an app that is already used daily, to get things done with businesses and brands, makes the customer experience more efficient, satisfying and personal. For consumers like Sarah, it means more time, less hassle, and the peace of mind that comes with knowing they can contact your business, and manage the services your business provides, on their terms."}]},{"type":"paragraph","children":[{"type":"span","value":"The WhatsApp Business API can help brands deliver rich customer experiences like contract renewals, customer onboarding, service coverage enquiries, product recharging, and troubleshooting and support, that not only enhance customer satisfaction, but also simplify business operations. For telecom companies, this shift means reduced operational costs, fewer customer service calls, and increased customer retention, while delivering process automation and digital transformation."}]},{"type":"paragraph","children":[{"type":"span","value":" "},{"type":"span","marks":["strong"],"value":"Are you ready to enhance your customer experience using WhatsApp? Get our "},{"url":"https://www.clickatell.com/contact/contact-sales/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","marks":["strong"],"value":"demo "}]},{"type":"span","marks":["strong"],"value":"right now!"}]}]}}}},{"slug":"chat-commerce-for-marketing","title":"The evolution of Conversational Commerce to Chat Commerce: The Next Big Thing in Marketing","internal":{"type":"DatoCmsTemplateBlogPost"},"category":{"name":"Chat Commerce","slug":"chat-commerce"},"secondaryCategories":[{"id":"DatoCmsTaxonomyCategory-142960549","name":"Conversational Commerce","slug":"conversational-commerce"},{"id":"DatoCmsTaxonomyCategory-142960550","name":"SMS","slug":"sms"},{"id":"DatoCmsTaxonomyCategory-142960545","name":"WhatsApp","slug":"whatsapp"},{"id":"DatoCmsTaxonomyCategory-142960556","name":"Chat Banking","slug":"chat-banking"}],"featuredImage":{"alt":"Evolution of Conversational to Chat Commerce for marketing.","url":"https://www.datocms-assets.com/54467/1667373431-seo2_q4-chat-and-conversational-commerce_the-next-big-thing-in-marketing_webbanner.png?auto=format","gatsbyImageData":{"images":{"sources":[],"fallback":{"src":"https://www.datocms-assets.com/54467/1667373431-seo2_q4-chat-and-conversational-commerce_the-next-big-thing-in-marketing_webbanner.png?auto=format&w=1110","srcSet":"https://www.datocms-assets.com/54467/1667373431-seo2_q4-chat-and-conversational-commerce_the-next-big-thing-in-marketing_webbanner.png?auto=format&dpr=0.26&w=1110 278w,\nhttps://www.datocms-assets.com/54467/1667373431-seo2_q4-chat-and-conversational-commerce_the-next-big-thing-in-marketing_webbanner.png?auto=format&dpr=0.5&w=1110 555w,\nhttps://www.datocms-assets.com/54467/1667373431-seo2_q4-chat-and-conversational-commerce_the-next-big-thing-in-marketing_webbanner.png?auto=format&w=1110 1110w","sizes":"(min-width: 1110px) 1110px, 100vw"}},"layout":"constrained","placeholder":{"fallback":"data:image/jpeg;base64,/9j/4AAQSkZJRgABAQAAAQABAAD/2wCEAAoHBwgHBgoICAgLCgoLDhgQDhcNDh0dFhEkIxciHSUWHSUdKSsjJh0oHRYWJDUlKC0vMjIyGSI4PTcwPCsxMi8BCgsLDg0OHBAQHDsoHSg7Ozs7Ly87Oy8vNTs7NS8vNTUvOzU7OzUvNS8vLy8vLy8vLy8vLy8vLy8vLy8vLy8vL//AABEIAA0AGAMBIgACEQEDEQH/xAAXAAEBAQEAAAAAAAAAAAAAAAAEBgEA/8QAHRAAAQQCAwAAAAAAAAAAAAAAAQACBAUDBhEhMf/EABYBAQEBAAAAAAAAAAAAAAAAAAUEAP/EABkRAAIDAQAAAAAAAAAAAAAAAAECAAMxEf/aAAwDAQACEQMRAD8Am9So8EiOQ53ZTZms4o2Qua4Kc1uykYGkMcnWF1LL+C5IusPY2A7CWtUQOQVyHZ2cg4R36tWCytXs5s//2Q=="},"width":1110,"height":580}},"seo":{"description":"The Chat Commerce evolution has well & truly begun, benefiting industries such as travel & finance. Learn why it's the next big thing in marketing.","image":{"gatsbyImageData":{"images":{"sources":[],"fallback":{"src":"https://www.datocms-assets.com/54467/1667373431-seo2_q4-chat-and-conversational-commerce_the-next-big-thing-in-marketing_webbanner.png?auto=format&w=1110","srcSet":"https://www.datocms-assets.com/54467/1667373431-seo2_q4-chat-and-conversational-commerce_the-next-big-thing-in-marketing_webbanner.png?auto=format&dpr=0.26&w=1110 278w,\nhttps://www.datocms-assets.com/54467/1667373431-seo2_q4-chat-and-conversational-commerce_the-next-big-thing-in-marketing_webbanner.png?auto=format&dpr=0.5&w=1110 555w,\nhttps://www.datocms-assets.com/54467/1667373431-seo2_q4-chat-and-conversational-commerce_the-next-big-thing-in-marketing_webbanner.png?auto=format&w=1110 1110w","sizes":"(min-width: 1110px) 1110px, 100vw"}},"layout":"constrained","placeholder":{"fallback":"data:image/jpeg;base64,/9j/4AAQSkZJRgABAQAAAQABAAD/2wCEAAoHBwgHBgoICAgLCgoLDhgQDhcNDh0dFhEkIxciHSUWHSUdKSsjJh0oHRYWJDUlKC0vMjIyGSI4PTcwPCsxMi8BCgsLDg0OHBAQHDsoHSg7Ozs7Ly87Oy8vNTs7NS8vNTUvOzU7OzUvNS8vLy8vLy8vLy8vLy8vLy8vLy8vLy8vL//AABEIAA0AGAMBIgACEQEDEQH/xAAXAAEBAQEAAAAAAAAAAAAAAAAEBgEA/8QAHRAAAQQCAwAAAAAAAAAAAAAAAQACBAUDBhEhMf/EABYBAQEBAAAAAAAAAAAAAAAAAAUEAP/EABkRAAIDAQAAAAAAAAAAAAAAAAECAAMxEf/aAAwDAQACEQMRAD8Am9So8EiOQ53ZTZms4o2Qua4Kc1uykYGkMcnWF1LL+C5IusPY2A7CWtUQOQVyHZ2cg4R36tWCytXs5s//2Q=="},"width":1110,"height":580},"url":"https://www.datocms-assets.com/54467/1667373431-seo2_q4-chat-and-conversational-commerce_the-next-big-thing-in-marketing_webbanner.png?auto=format"}},"body":{"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","marks":["emphasis"],"value":"“In this ‘want it now’ culture where accessibility and instant gratification are two of the leading factors in securing sales, if a customer can’t quickly find a product or the information they’re looking for, or they don't have a way to receive answers to their questions instantly, they may abandon your site without a second thought.” - "},{"url":"https://www.forbes.com/sites/forbesagencycouncil/2021/04/26/create-utilize-provide-three-tips-for-executing-live-chat-on-your-site/?sh=6bfd66975658","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","marks":["emphasis"],"value":"Forbes"}]},{"type":"span","value":" "}]},{"type":"paragraph","children":[{"type":"span","value":"Marketing remained stagnant for several decades as getting a brand’s message across relied on print media, billboards, radio and then television. The internet and associated digital age blew this wide open. The introduction of email marketing became more mainstream, but the arrival of the smartphone took this even further. Now "},{"url":"https://www.clickatell.com/enterprise-solutions/chat-commerce/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"chat commerce"}]},{"type":"span","value":" has become the pinnacle of marketing solutions, delivering personalised commerce experiences directly into your customers’ hands in real-time, every day. "}]},{"type":"heading","level":5,"children":[{"type":"span","value":"What does ‘conversational commerce’ mean?"}]},{"type":"paragraph","children":[{"type":"span","value":"This is a way for retailers and service providers to engage directly with their customers and customers-to-be using messaging apps. This goes beyond typical customer communication to create personalised experiences that engage customers on their preferred platforms such as WhatsApp, WeChat, Facebook Messenger, or SMS. Conversational Commerce often includes these components: "}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Live chat:"},{"type":"span","value":" This is where a live chat agent can engage directly with the customer – or several customers – to facilitate sales. This is a great way to proactively engage your customers, share information that could be of use to them, and finally secure those sales. "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Chatbots"},{"type":"span","value":": To ease the burden on your live agents, you can also incorporate chatbots into your conversational commerce platform. This delivers a conversational experience with predetermined answers for those frequently asked questions."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Messaging apps"},{"type":"span","value":": You can use Facebook Messenger, "},{"url":"https://www.clickatell.com/blog/top-5-benefits-of-promoting-your-business-with-whatsapp","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"WhatsApp"}]},{"type":"span","value":" or other preferred apps to communicate with your customers via instant messaging. "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Voice assistants"},{"type":"span","value":": This software allows customers to search and buy while talking rather than typing. This is great for multitasking and is becoming much more popular as the software develops."}]}]}]},{"type":"heading","level":5,"children":[{"type":"span","value":"How does this differ from Chat Commerce?"}]},{"type":"paragraph","children":[{"type":"span","value":"Chat Commerce is essentially the next wave in Conversational Commerce that focuses on creating vertical-specific, rich, end-to-end commerce experiences using modern messaging platforms rather than legacy communication channels. Chat Commerce is a mobile-dedicated commerce solution where transactions are conducted on the world’s biggest chat apps."}]},{"type":"heading","level":5,"children":[{"type":"span","value":"Which industries benefit from Chat Commerce?"}]},{"type":"paragraph","children":[{"type":"span","value":"Chat Commerce, or evolved conversational commerce, is being adopted across a range of industries, but certain key industries are leading the way. These include:"}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"1. Banking"}]},{"type":"paragraph","children":[{"url":"https://www.clickatell.com/blog/finance-solutions-for-your-customers-and-business-through-chat","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Financial service providers"}]},{"type":"span","value":" can communicate more effectively with their clients over chat platforms. Alongside the marketing opportunities in terms of upselling and cross-selling, they can "},{"url":"https://www.clickatell.com/blog/send-scam-alerts-to-your-customers-via-chat","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"alert customers to fraud"}]},{"type":"span","value":", provide notifications, facilitate transactions, and assist in applications for new cards. "}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"2. Airline"}]},{"type":"paragraph","children":[{"url":"https://www.clickatell.com/blog/easy-travel-bookings-using-chat","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Travel and tourism"}]},{"type":"span","value":" are in demand right now which is why tailored marketing approaches work best. Airlines can share discounts and notifications directly with customers, encourage "},{"url":"https://www.clickatell.com/blog/travel-bookings-through-chat-platforms","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"last-minute bookings"}]},{"type":"span","value":" through deals and even work with other operators such as hotels and tour operators. Check-ins, lost luggage, and flight changes are just some of the options available via chat. "}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"3. Telecommunications"}]},{"type":"paragraph","children":[{"type":"span","value":"It’s the logical trajectory that telecommunications providers are incorporating chat commerce to engage with their clients. They can share details about data discounts, market the latest mobile phones and tablets and provide real-time support to customers. All account management can be facilitated here as well, including monthly payments. "}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"4. Utilities"}]},{"type":"paragraph","children":[{"type":"span","value":"This is the ideal platform to share worthwhile information such as energy-saving tips, alerts to any power outages and updates on outstanding amounts owed. All utility bill payments can be conducted over chat commerce. "}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"5. Retail"}]},{"type":"paragraph","children":[{"type":"span","value":"The "},{"url":"https://www.clickatell.com/blog/how-clothing-chat-boosts-roi","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"eCommerce industry"}]},{"type":"span","value":" is expanding exponentially, and marketing is what sets anyone apart. By engaging with customers through Chat Commerce, you’re able to tailor your approach and meet their needs quickly and easily. From finding your product to securing a sale can all be done on the platform in a matter of minutes. "}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"6. Healthcare"}]},{"type":"paragraph","children":[{"type":"span","value":"Pharmaceutical and healthcare companies are learning to operate remotely following the pandemic, and realising the many benefits. Customers can learn more about medications, side effects and healthy living with tips shared via Chat Commerce. There are many benefits, from "},{"url":"https://www.clickatell.com/blog/order-medication-through-chat","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"prescription refills"}]},{"type":"span","value":" to order tracking and appointment reminders. "}]},{"type":"heading","level":5,"children":[{"type":"span","value":"What are the stages of Chat Commerce marketing?"}]},{"type":"paragraph","children":[{"type":"span","value":"You can view the impact of Chat Commerce in its various stages of customer engagement. Here’s how it works."}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Stage 1: Customer awareness"}]},{"type":"paragraph","children":[{"type":"span","value":"This is the first stage of engagement through chat platforms when a customer realises they have a problem or a need and are looking for ways to address this. Typically, the first thing they will do is either contact someone for a word-of-mouth recommendation, or they will turn to the internet and start searching. This is where Chat Commerce on your website is beneficial as you’re making customers aware of your products or services. "}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Stage 2: Customer suggestions"}]},{"type":"paragraph","children":[{"type":"span","value":"The customer is now on your site and has learnt a bit about you but they’re still wanting more information to convince them that your service or product is the best option. They know of the competing brands, so this is when you can engage with them on the chat platform and provide them with more details on what you offer that sets you apart."}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Stage 3: Decision-making"}]},{"type":"paragraph","children":[{"type":"span","value":"You’ve given a great sales pitch via the Chat Commerce platform, and the customer has approached the check-out site. Unfortunately, the work is not done because cart abandonment rates remain high. In 2022, cart abandonment rates ranged from 98% for cruise travel to 50% for groceries, according to "},{"url":"https://www.statista.com/statistics/457078/category-cart-abandonment-rate-worldwide/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Statista"}]},{"type":"span","value":". You need to provide reassurance that your product or service is the right one for them, which you can do by sharing brand statistics, customer feedback, or product guarantees. "}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Stage 4: Customer retention"}]},{"type":"paragraph","children":[{"type":"span","value":"Once you get to this point, it’s clear that your Chat Commerce has done the job, but you don’t want to lose a customer after one interaction. Retaining customers is much more cost-effective than trying to win over new ones, so you need to do all that you can to continue this relationship. Don’t harass the customer, but what you can do is send them alerts about product discounts and launches, or other correspondence that would be useful to them. "}]},{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Stage 5: Customer recommendations"}]},{"type":"paragraph","children":[{"type":"span","value":"You can even use the Chat Commerce platform to encourage your customers to become brand ambassadors. Through their recommendations, your customers can benefit from further discounts or other loyalty programme advantages. If you’ve engaged well enough on the Chat Commerce platform, this should be an organic next stage whereby customers are happy to recommend you via word-of-mouth marketing."}]},{"type":"heading","level":5,"children":[{"type":"span","value":"Tips for using Chat Commerce in marketing"}]},{"type":"paragraph","children":[{"type":"span","value":"Chat Commerce will drive revenue through its marketing opportunities, but you need to ensure that you’re taking the right approach when implementing the chat platform. Here are a few tips to guide you on your way. "}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Make it personal"},{"type":"span","value":": One of the biggest drivers of chat is that it provides solutions in real-time, but modern customers want more than this – they want a personal experience. Tailor the chat platform to the individual customer using past chats and purchases as a baseline from which to work. This drives both brand loyalty and sales. "}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","marks":["strong"],"value":"Make it convenient"},{"type":"span","value":": You must ensure the chat box is well-integrated and that your customers are enjoying a disruption-free experience that doesn’t disappoint. You only have a short space of time to grab and retain customer attention, so ease of use is key."}]}]}]},{"type":"paragraph","children":[{"type":"span","value":"If you’re looking to elevate your marketing approach with chat commerce, then "},{"url":"https://www.clickatell.com/contact/contact-sales/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Clickatell"}]},{"type":"span","value":" is the industry leader. This mobile-first "},{"url":"https://www.clickatell.com/enterprise-solutions/chat-commerce/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"chat"}]},{"type":"span","value":" commerce solution will provide your customers with the support they need to remain loyal to your brand."}]},{"type":"paragraph","children":[{"type":"span","value":""}]}]}}}},{"slug":"conversational-commerce-101","title":"Conversational Commerce 101","internal":{"type":"DatoCmsTemplateBlogPost"},"category":{"name":"Chat Commerce","slug":"chat-commerce"},"secondaryCategories":[{"id":"DatoCmsTaxonomyCategory-142960549","name":"Conversational Commerce","slug":"conversational-commerce"},{"id":"DatoCmsTaxonomyCategory-142960526","name":"Customer Experience","slug":"customer-experience"},{"id":"DatoCmsTaxonomyCategory-142960534","name":"Customer Relationship","slug":"customer-relationship"}],"featuredImage":{"alt":null,"url":"https://www.datocms-assets.com/54467/1679913632-conversational-commerce-101_banner.png?auto=format","gatsbyImageData":{"images":{"sources":[],"fallback":{"src":"https://www.datocms-assets.com/54467/1679913632-conversational-commerce-101_banner.png?auto=format&w=1110","srcSet":"https://www.datocms-assets.com/54467/1679913632-conversational-commerce-101_banner.png?auto=format&dpr=0.26&w=1110 278w,\nhttps://www.datocms-assets.com/54467/1679913632-conversational-commerce-101_banner.png?auto=format&dpr=0.5&w=1110 555w,\nhttps://www.datocms-assets.com/54467/1679913632-conversational-commerce-101_banner.png?auto=format&w=1110 1110w","sizes":"(min-width: 1110px) 1110px, 100vw"}},"layout":"constrained","placeholder":{"fallback":"data:image/jpeg;base64,/9j/4AAQSkZJRgABAQAAAQABAAD/2wCEAAoHBwgHBgoICBMLEgoLDhgMGg0SFhUNDQsMHhUZGBYVIhUaHysjGh0oKSEWJDUlKC0vMjIyGSI4PTcwPCsxMi8BCgsLDg0OHBAQHDsoIh07LzsvNS8vLy8vNTU1Oy87Ly8vLy8vLy8vNS8vLy8vLy8vLy8vLy8vLy8vLy8vLy8vL//AABEIAA0AGAMBIgACEQEDEQH/xAAYAAACAwAAAAAAAAAAAAAAAAAABAECB//EABwQAAEEAwEAAAAAAAAAAAAAAAEAAgQRAwUUIf/EABcBAAMBAAAAAAAAAAAAAAAAAAMEBQH/xAAZEQACAwEAAAAAAAAAAAAAAAAAAQITURL/2gAMAwEAAhEDEQA/AM5hQnchpROhO5hab1eZzonqrtsrhHFKk0heueiYhlmvtCbLydSEIiSM4np//9k="},"width":1110,"height":580}},"seo":{"description":"Master the art of conversational commerce and drive business success with our comprehensive guide. Unleash the power of chat to engage customers and create meaningful connections.","image":{"gatsbyImageData":{"images":{"sources":[],"fallback":{"src":"https://www.datocms-assets.com/54467/1679913632-conversational-commerce-101_banner.png?auto=format&w=1110","srcSet":"https://www.datocms-assets.com/54467/1679913632-conversational-commerce-101_banner.png?auto=format&dpr=0.26&w=1110 278w,\nhttps://www.datocms-assets.com/54467/1679913632-conversational-commerce-101_banner.png?auto=format&dpr=0.5&w=1110 555w,\nhttps://www.datocms-assets.com/54467/1679913632-conversational-commerce-101_banner.png?auto=format&w=1110 1110w","sizes":"(min-width: 1110px) 1110px, 100vw"}},"layout":"constrained","placeholder":{"fallback":"data:image/jpeg;base64,/9j/4AAQSkZJRgABAQAAAQABAAD/2wCEAAoHBwgHBgoICBMLEgoLDhgMGg0SFhUNDQsMHhUZGBYVIhUaHysjGh0oKSEWJDUlKC0vMjIyGSI4PTcwPCsxMi8BCgsLDg0OHBAQHDsoIh07LzsvNS8vLy8vNTU1Oy87Ly8vLy8vLy8vNS8vLy8vLy8vLy8vLy8vLy8vLy8vLy8vL//AABEIAA0AGAMBIgACEQEDEQH/xAAYAAACAwAAAAAAAAAAAAAAAAAABAECB//EABwQAAEEAwEAAAAAAAAAAAAAAAEAAgQRAwUUIf/EABcBAAMBAAAAAAAAAAAAAAAAAAMEBQH/xAAZEQACAwEAAAAAAAAAAAAAAAAAAQITURL/2gAMAwEAAhEDEQA/AM5hQnchpROhO5hab1eZzonqrtsrhHFKk0heueiYhlmvtCbLydSEIiSM4np//9k="},"width":1110,"height":580},"url":"https://www.datocms-assets.com/54467/1679913632-conversational-commerce-101_banner.png?auto=format"}},"body":{"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":"Conversational commerce is a highly effective omnichannel marketing strategy that has proven successful with customers and merchants worldwide. It’s transforming how businesses engage with their customers, providing an interactive environment where they can find information, shop, and communicate with the companies they love —  all on their mobile devices."}]},{"type":"paragraph","children":[{"type":"span","value":"The growing smartphone adoption rate makes conversational commerce incredibly effective. Currently, "},{"url":"https://www.oberlo.com/statistics/how-many-people-have-smartphones#:~:text=The%20latest%20statistics%20on%20global,Germany%2C%20with%2078.8%25%20each.","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"82% of American adults own smartphones"}]},{"type":"span","value":", with the UK and Europe not far behind. Recent "},{"url":"https://www.mordorintelligence.com/industry-reports/mobile-payment-market","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"research"}]},{"type":"span","value":" also states that mobile devices are now considered the preferred shopping tool and payment method for North Americans. As mobile transactions increase, "},{"url":"https://www.clickatell.com/articles/chat-commerce/chat-commerce-vs-conversational-commerce-the-difference-matters/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"conversational commerce and chat commerce"}]},{"type":"span","value":" (making purchases over chat) will also likely increase."}]},{"type":"paragraph","children":[{"type":"span","value":"Today we’ll learn more about how (and why) to incorporate conversational commerce into your digital marketing strategy."}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"#_xmbyk4ito4bz","type":"link","children":[{"type":"span","marks":["strong"],"value":"What is conversational commerce?"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"#_k6dh0imw9gb5","type":"link","children":[{"type":"span","marks":["strong"],"value":"Three types of conversational commerce"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"#_a5v70fcx0ski","type":"link","children":[{"type":"span","marks":["strong"],"value":"How to include conversational commerce in your marketing strategy"}]}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"url":"#_ver7lselrr97","type":"link","children":[{"type":"span","marks":["strong"],"value":"Conversational commerce DOs and DON’Ts"}]}]}]}]},{"type":"heading","level":4,"children":[{"type":"span","value":"What Is Conversational Commerce?"}]},{"type":"paragraph","children":[{"type":"span","value":"Conversational commerce turns one-way dialogues into conversations – personalized interactions between buyers and sellers. It creates a quick and easy way for consumers to find the products or information they need when they need it and guides them seamlessly into making purchases by communicating with human representatives, chatbots, messaging apps or a mix of all three."}]},{"type":"paragraph","children":[{"type":"span","value":"This technology allows merchants to give their clients the same high-quality customer experience as if they had come into a physical store. Conversational commerce provides an interactive environment where consumers can find information, shop, purchase products, communicate with, and transact with the companies they love with the power of convenience and personalization. It’s an extremely effective omnichannel marketing strategy that has been a proven success with both customers and merchants all over the world."}]},{"type":"paragraph","children":[{"type":"span","value":"Conversational commerce helps boost customer satisfaction and response times, alleviates stress from your sales teams, and helps your brand adapt to the world we live in today. In addition, it:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Lowers the amount of time that customer service reps spend dealing with accounts"}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Increases sales without increasing spend on sales personnel "}]}]}]},{"type":"heading","level":4,"children":[{"type":"span","value":"3 Types of Conversational Commerce"}]},{"type":"paragraph","children":[{"type":"span","value":"You have likely seen conversational commerce in your daily business operations. Here are four examples of conversational commerce you can use to guide meaningful conversations with customers and provide them with a superior shopping experience:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Automated Chatbots"}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"SMS Communications"}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Chat/Messaging Apps"}]}]}]},{"type":"heading","level":4,"children":[{"type":"span","value":"1. Automated Chatbots"}]},{"type":"paragraph","children":[{"type":"span","value":"Chatbots can be a vital part of a smart conversational commerce strategy. Chatbots do a fantastic job at answering basic questions, particularly repeat inquiries that often make up a substantial portion of interactions with your customer service team. This frees up your customer service agents for more complicated interactions that need a human in the loop."}]},{"type":"paragraph","children":[{"type":"span","value":"The bot on your website can ask visitors, “How can I help you today?” and provide a list of options, such as:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Pay a bill"}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Schedule a call"}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Leave a message"}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Change an appointment time"}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Get an estimate"}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Open an account"}]}]}]},{"type":"paragraph","children":[{"type":"span","value":"Chatbots can also initiate interactions to get the conversation started. For example, when someone visits your Facebook page, your chatbot can immediately ask them what services they need."}]},{"type":"paragraph","children":[{"type":"span","value":"For example, when someone visits a restaurant website, a chatbot might ask questions like:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Do you want to reserve our restaurant for a fun event?"}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Want to check out our latest menu of hot-off-the-grill specials?"}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Check out our Happiest Happy Hour specials!"}]}]}]},{"type":"paragraph","children":[{"type":"span","value":"When someone clicks on one of those options, the chatbot gives them the correct answer or directs them to the appropriate resource."}]},{"type":"paragraph","children":[{"type":"span","value":"A chatbot’s questions would look very different for an investment company known for its conservative approach to growing wealth. The voice your chatbot and agents would use would be straightforward and honest, using simple, direct language to inspire trust. In addition, the content of your conversations with customers would be completely different."}]},{"type":"paragraph","children":[{"type":"span","value":"With a financial business, conversation starters might sound more like:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Do you need to roll over your 401(k)?"}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Would you like to schedule a meeting with an advisor?"}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Talk to an expert about lowering your tax burden."}]}]}]},{"type":"paragraph","children":[{"type":"span","value":"By utilizing chatbots, businesses can provide their customers with simple and efficient solutions to common problems. Customers can easily navigate through a list of questions and receive immediate responses from the chatbot. This creates a seamless experience that can feel as natural as chatting with a live human."}]},{"type":"paragraph","children":[{"type":"span","value":"However, for more complex issues, some customers may prefer to speak with a live agent. In this case, automated chatbots can be programmed to recognize when a customer requires additional support and can seamlessly transfer them to a customer service representative for real-time assistance."}]},{"type":"paragraph","children":[{"type":"span","value":"Clickatell’s Chat Desk is an advanced digital contact center solution that relies on conversational technology to provide customer support through a mix of conversational commerce and live agent interactions."}]},{"type":"paragraph","children":[{"type":"span","value":"Chat Desk enables your customers to get immediate answers from a live agent through whatever channel they choose (online web chat or mobile chat apps like WhatsApp), resolving issues quickly. This gives contact centers greater flexibility to manage teams while increasing call volume and customer satisfaction."}]},{"type":"heading","level":4,"children":[{"type":"span","value":"2. SMS Communications"}]},{"type":"paragraph","children":[{"type":"span","value":"SMS (Short Messaging Service) text messages are a simple, cost-effective way for customers to send instant messages and get information from your business without the wait. Many people prefer this method, increasing engagement with your business."}]},{"type":"paragraph","children":[{"type":"span","value":"SMS can also inform customers about new products, special promotions, and discount opportunities. As long as customers opt in for texts (and you give them an easy way to opt out), you don’t risk spamming them with annoying messages."}]},{"type":"paragraph","children":[{"type":"span","value":"Clickatell helps you seamlessly integrate your current applications with our SMS service, enabling you to send bulk messages using an easy-to-use, no-code interface."}]},{"type":"heading","level":4,"children":[{"type":"span","value":"3. Chat/Messaging Apps"}]},{"type":"paragraph","children":[{"type":"span","value":"Communications using chat apps (like WhatsApp, Facebook Messenger and WeChat) enable you to form relationships with consumers via platforms they already use—and love. For example, WhatsApp is extremely popular, with U.S. usage anticipated to hit "},{"url":"https://www.statista.com/statistics/558290/number-of-whatsapp-users-usa/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"85.8 million users in 2023"}]},{"type":"span","value":"."}]},{"type":"paragraph","children":[{"type":"span","value":"Consumers can chat with company representatives, get customer support, ask questions, get personalized recommendations, read reviews, and click to purchase – all from within messaging apps."}]},{"type":"paragraph","children":[{"type":"span","value":"Clickatell helps you take advantage of WhatsApp’s most useful features to:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Protect customer data with end-to-end encryption."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Send notifications about upcoming deliveries, payment alerts, and other time-sensitive tasks."}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Automate responses to messages that customers send you."}]}]}]},{"type":"paragraph","children":[{"type":"span","value":"While WhatsApp is the most popular messaging app globally, Facebook Messenger, Apple iMessage, Google Business Messages, Instagram, WeChat, and other emerging Chat apps are all incredibly powerful conversational technologies. However, each app may appeal to a different demographic or age group, so finding which app your customers prefer is key."}]},{"type":"heading","level":4,"children":[{"type":"span","value":"How to Include Conversational Commerce In Your Marketing Strategy"}]},{"type":"paragraph","children":[{"type":"span","value":"So what are some of the most effective ways to use conversational commerce within a successful digital marketing strategy? Here are five popular functions:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Provide 24/7 customer support"}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Get customer feedback"}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Reduce abandoned shopping carts"}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Leverage upselling and cross-selling opportunities"}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Generate (and close) leads"}]}]}]},{"type":"heading","level":4,"children":[{"type":"span","value":"Provide 24/7 Customer Support"}]},{"type":"paragraph","children":[{"type":"span","value":"Enabling your customers to perform routine tasks on the go saves valuable time for customers and customer support staff alike. Many successful businesses use SMS communications for customer service functions, including:"}]},{"type":"list","style":"bulleted","children":[{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Order confirmations"}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Appointment scheduling"}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Reservations"}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Invoice or bill payments"}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Personal information updates"}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Business contact information"}]}]},{"type":"listItem","children":[{"type":"paragraph","children":[{"type":"span","value":"Shipping/delivery information"}]}]}]},{"type":"heading","level":4,"children":[{"type":"span","value":"Get Customer Feedback"}]},{"type":"paragraph","children":[{"type":"span","value":"Using conversational commerce methods to gather feedback lets you instantly gauge customer satisfaction with your products and services. Whether you ask customers to fill out a short survey randomly or immediately after a purchase, you’re taking a proactive approach to solving problems or assessing your digital marketing strategies."}]},{"type":"heading","level":4,"children":[{"type":"span","value":"Reduce Abandoned Shopping Carts"}]},{"type":"paragraph","children":[{"type":"span","value":"Abandoned carts contribute significantly to lost sales opportunities. Instead, you can use conversational marketing to connect with customers via live chat, chatbots, or SMS messages, offering support or discounts to entice them to complete their transactions."}]},{"type":"heading","level":4,"children":[{"type":"span","value":"Generate (and Close) Business"}]},{"type":"paragraph","children":[{"type":"span","value":"Looking for new customers? Why not start with the customers you already have? Asking for referrals from existing customers, whether B2B or B2C, is an effective way to generate new sales leads. In addition, you can increase sales appointment efficiency by using chat or text to confirm business appointments ahead of time."}]},{"type":"heading","level":4,"children":[{"type":"span","value":"Conversational Commerce DOs and DON’Ts"}]},{"type":"paragraph","children":[{"type":"span","value":"Ready to get started? Great! First, review some DO’s and DON’Ts that will help get your conversational commerce off to a good start."}]},{"type":"heading","level":3,"children":[{"type":"span","value":"DO Set Realistic Goals"}]},{"type":"paragraph","children":[{"type":"span","value":"When you start your conversational commerce plan, start small and build upon your successes. You get lots of learnings quickly by choosing simple tasks that a large percentage of your customers do over and over. You’ll see what’s working and where you might want to make tweaks. During the first month of your plan, set goals like:"}]},{"type":"paragraph","children":[{"type":"span","value":"●      Decrease customer service queries by 10%"}]},{"type":"paragraph","children":[{"type":"span","value":"●      Increase online orders by 5%"}]},{"type":"heading","level":4,"children":[{"type":"span","value":"DON’T Choose the Wrong Channel"}]},{"type":"paragraph","children":[{"url":"https://www.pewresearch.org/internet/2021/04/07/social-media-use-in-2021/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Seventy-one percent"}]},{"type":"span","value":" of U.S. adults between ages 18 and 29 say they use Instagram, but only 13% of people over 65 do. If your business targets a young audience, reaching them through Instagram can be a wise investment. If you have an older audience, it likely is not."}]},{"type":"paragraph","children":[{"type":"span","value":"However, roughly "},{"url":"https://www.pewresearch.org/internet/fact-sheet/social-media/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"69%"}]},{"type":"span","value":" of Americans use Facebook, so adding a chatbot to your business page is a solid option. WhatsApp is the most popular global messaging channel, with more than "},{"url":"https://www.oberlo.com/blog/whatsapp-statistics","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"two billion monthly active users"}]},{"type":"span","value":". WhatsApp is also "},{"url":"https://bizibl.com/marketing/article/whatsapp-wechat-and-facebook-messenger-apps-global-messenger-usage-penetration-and","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"the most popular message app for all age groups"}]},{"type":"span","value":"."}]},{"type":"heading","level":4,"children":[{"type":"span","value":"DO Boost Your Brand"}]},{"type":"paragraph","children":[{"type":"span","value":"Whether you’re using a chatbot, human agents, or both, all interactions with your brand must have the same voice and deliver similar messages. With the right approach, you can make a conversation with your automated chatbot feel like a natural extension of your brand. Ensure you frame questions and answers in your brand’s tone and voice."}]},{"type":"heading","level":4,"children":[{"type":"span","value":"DON’T Wait to Reply"}]},{"type":"paragraph","children":[{"type":"span","value":"Delaying answering customers’ inquiries defeats your purpose in offering automated replies. The power of conversational commerce lies in quick, personal responses. So make sure you set auto replies to trigger within minutes (or even seconds) of a customer response. "}]},{"type":"heading","level":4,"children":[{"type":"span","value":"DO Let Customers Know You’re Available"}]},{"type":"paragraph","children":[{"type":"span","value":"Want to build your automated customer service capabilities? Make it clear that you’re available 24/7 to serve their needs by including a noticeable “live chat” button on your website. However, "},{"url":"https://www.clickatell.com/articles/digital-marketing/opt-in-sms-marketing/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"ensure that customers opt-in"}]},{"type":"span","value":" before initiating conversations via chat or SMS."}]},{"type":"heading","level":4,"children":[{"type":"span","value":"Choose Clickatell to Launch Conversational Commerce For Your Business"}]},{"type":"paragraph","children":[{"type":"span","value":"As a global messaging and conversational commerce leader, Clickatell helps you maximize your outreach and track performance with years of digital chat experience."}]},{"type":"paragraph","children":[{"type":"span","value":"Clickatell is experienced in "},{"url":"https://www.clickatell.com/products/sms-platform/#step-1","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"integrating SMS"}]},{"type":"span","value":" into CRMs and other software. The Clickatell "},{"url":"https://www.clickatell.com/products/whatsapp/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"WhatsApp Business API"}]},{"type":"span","value":" enables you to take advantage of the channel’s chat capabilities and tap into the "},{"url":"https://www.clickatell.com/ebooks/chat-commerce/aberdeen-research-report-maximize-the-roi-of-chat-in-commerce-activities/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"75% greater year-over-year (YoY) growth"}]},{"type":"span","value":" in annual revenue experienced by companies that do."}]},{"type":"paragraph","children":[{"type":"span","value":"Our team of skilled professionals will work with you to design a plan that meets your needs—and exceeds your expectations. Curious to know more? "},{"url":"https://www.clickatell.com/contact/contact-sales/","meta":[{"id":"target","value":"_blank"}],"type":"link","children":[{"type":"span","value":"Let’s chat"}]},{"type":"span","value":"."}]},{"type":"paragraph","children":[{"type":"span","value":" "}]},{"type":"paragraph","children":[{"type":"span","value":" "}]},{"type":"paragraph","children":[{"type":"span","value":" "}]}]}}}}]},{"id":"DatoCmsComponentConfidenceBar-147652979","model":{"apiKey":"component_confidence_bar"},"newDesign":false,"noPaddingTop":true,"noPaddingBottom":true,"negativeMarginBottom":null,"background":"White","eyebrow":"","heading":"","headingSize":"","variant":"Slider","iconSize":"standard","body":{"blocks":[],"value":{"schema":"dast","document":{"type":"root","children":[{"type":"paragraph","children":[{"type":"span","value":""}]}]}},"links":[]},"company":[{"id":"DatoCmsEntityCompany-123429376","name":"Absa_New_2024","logo":{"gatsbyImageData":null,"url":"https://www.datocms-assets.com/54467/1720778978-absa_new_2024.svg","title":null,"width":66,"height":68}},{"id":"DatoCmsEntityCompany-123429396","name":"Accenture_New","logo":{"gatsbyImageData":null,"url":"https://www.datocms-assets.com/54467/1659729332-accenture.svg","title":null,"width":117,"height":68}},{"id":"DatoCmsEntityCompany-123429401","name":"Bloomberg_New","logo":{"gatsbyImageData":null,"url":"https://www.datocms-assets.com/54467/1659729348-bloomberg.svg","title":null,"width":118,"height":68}},{"id":"DatoCmsEntityCompany-123429434","name":"Booking_New","logo":{"gatsbyImageData":null,"url":"https://www.datocms-assets.com/54467/1659729365-booking-com.svg","title":null,"width":130,"height":68}},{"id":"DatoCmsEntityCompany-123429453","name":"Bp_New","logo":{"gatsbyImageData":null,"url":"https://www.datocms-assets.com/54467/1659729379-bp.svg","title":null,"width":63,"height":68}},{"id":"DatoCmsEntityCompany-123429456","name":"Capitec_New","logo":{"gatsbyImageData":null,"url":"https://www.datocms-assets.com/54467/1659729394-capitec.svg","title":null,"width":142,"height":68}},{"id":"DatoCmsEntityCompany-123429461","name":"CATechnologies_New","logo":{"gatsbyImageData":null,"url":"https://www.datocms-assets.com/54467/1659729412-catechnologies.svg","title":null,"width":69,"height":68}},{"id":"DatoCmsEntityCompany-123429464","name":"Chubb_New","logo":{"gatsbyImageData":null,"url":"https://www.datocms-assets.com/54467/1659729425-chubb.svg","title":null,"width":140,"height":68}},{"id":"DatoCmsEntityCompany-123429467","name":"Deloitte_New","logo":{"gatsbyImageData":null,"url":"https://www.datocms-assets.com/54467/1659729439-deloitte.svg","title":null,"width":112,"height":68}},{"id":"DatoCmsEntityCompany-123429471","name":"GoDaddy_New","logo":{"gatsbyImageData":null,"url":"https://www.datocms-assets.com/54467/1659729459-godaddy.svg","title":null,"width":148,"height":68}},{"id":"DatoCmsEntityCompany-123429473","name":"GTBank_New","logo":{"gatsbyImageData":null,"url":"https://www.datocms-assets.com/54467/1659729580-gtbank.svg","title":null,"width":68,"height":68}},{"id":"DatoCmsEntityCompany-123429474","name":"IBM_New","logo":{"gatsbyImageData":null,"url":"https://www.datocms-assets.com/54467/1659729597-ibm.svg","title":null,"width":84,"height":68}},{"id":"DatoCmsEntityCompany-123429475","name":"Ikea_New","logo":{"gatsbyImageData":null,"url":"https://www.datocms-assets.com/54467/1659729612-ikea.svg","title":null,"width":93,"height":68}},{"id":"DatoCmsEntityCompany-123429482","name":"McKinsey_New","logo":{"gatsbyImageData":null,"url":"https://www.datocms-assets.com/54467/1659729636-mckinsey.svg","title":null,"width":172,"height":68}},{"id":"DatoCmsEntityCompany-123429484","name":"MTN_New","logo":{"gatsbyImageData":null,"url":"https://www.datocms-assets.com/54467/1659729655-mtn.svg","title":null,"width":92,"height":68}},{"id":"DatoCmsEntityCompany-123429485","name":"Novartis_New","logo":{"gatsbyImageData":null,"url":"https://www.datocms-assets.com/54467/1659729667-novartis.svg","title":null,"width":152,"height":68}},{"id":"DatoCmsEntityCompany-123429489","name":"StandardBank_New","logo":{"gatsbyImageData":null,"url":"https://www.datocms-assets.com/54467/1659729680-standardbank.svg","title":null,"width":152,"height":68}},{"id":"DatoCmsEntityCompany-123429495","name":"Tangerine_New","logo":{"gatsbyImageData":null,"url":"https://www.datocms-assets.com/54467/1659729692-tangerine.svg","title":null,"width":114,"height":68}},{"id":"DatoCmsEntityCompany-123429496","name":"Telegram_New","logo":{"gatsbyImageData":null,"url":"https://www.datocms-assets.com/54467/1659729706-telegram.svg","title":null,"width":125,"height":68}},{"id":"DatoCmsEntityCompany-123429502","name":"United_New","logo":{"gatsbyImageData":null,"url":"https://www.datocms-assets.com/54467/1659729721-united.svg","title":null,"width":153,"height":68}},{"id":"DatoCmsEntityCompany-123429503","name":"USFoods_New","logo":{"gatsbyImageData":null,"url":"https://www.datocms-assets.com/54467/1659729733-usfoods.svg","title":null,"width":68,"height":68}},{"id":"DatoCmsEntityCompany-123429516","name":"Visa_New","logo":{"gatsbyImageData":null,"url":"https://www.datocms-assets.com/54467/1659729745-v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