Turning one-time shoppers into lifetime customers
Forging relationships with customers to increase conversion
How can we enable communication with customers when they are not on the retailers' websites? Can we improve this communication channel by using an omnichannel clienteling solution? How do you change long-term user behaviour to buy using a chat application? This project started with dozens of questions to really dive into how users buy online.
Challenges
- Change users common behaviours
- Increase sales using WhatsApp
- Attract in-store visits
- Ineffective chatbots
- Compliance and GDPR
- WhatsApp Business limitations
- Connect the user with the correct associate
- Ensure returning customers
Impact
1 in 3
Customers go in-store after interacting with the clienteling experience
60%
of customers started to use the WhatsApp experience to chat and shop
25%
Increase in conversion rate after adding WhatsApp clienteling experience
77%
Average order value by helping users to find on-demand help
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Posted Dec 10, 2024
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