Buyers and retailers are moving to accessible digital channels that offer safe and reliable experiences
Shoppers want to discover, evaluate, buy, and ask for support from convenient mobile and social media channels
Brands are still behind the race with dispersed context and tools across offline, web, mobile, and social commerce
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New offline shopping experiences like mobile payments, curbside pickups, contactless checkouts are making offline and local commerce safe, economical, and reliable. Contactless retail stores grew revenue by 27% in Q1 2020 when compared to 13% growth for stores not offering these shopping options.
As we spend more time on mobile and social media apps, we also expect to talk to brands, evaluate them, and get sales and post-sales support on these channels. Mobile and social commerce — with a heavy mind and screen share, would lead the convenience change.
Reliable and transparent customer experience is the need of the hour. Heavy demand in commerce segments are accompanied by spikes in call volumes, emails, social media DMs that leave sales and support agents burdened.
Brands often use dispersed tools for these communication channels that scatters customer data — leaving teams on the frontline, lost, and stressed.
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