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

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

Augmentez vos ventes grâce à la récupération des commandes abandonnées

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

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

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

Deliver impactful campaigns with an omnichannel marketing approach 

Un marketing efficace repose sur la compréhension de vos clients. Tous les spécialistes du marketing vous le diront : plus l'interaction avec un client est personnalisée et contextuelle, plus il est susceptible de s'engager. Pensez-y de la manière suivante : c'est une chose de dire à un client que vous organisez des soldes par le biais d'un message électronique impersonnel. C'en est une autre d'informer un client de l'existence de soldes sur un article dans sa taille spécifique, dans la couleur qu'il aime, dans le magasin le plus proche de chez lui.

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

L'astuce consiste à se brancher sur un logiciel de communication en nuage qui centralise en un seul endroit l'historique d'achat et d'engagement de chaque client. Lorsque les entreprises ont facilement accès à l'ensemble de l'historique de leurs interactions avec un client, l'expérience client s'en trouve améliorée et le parcours du client prolongé.

Modernize your customer support with Bird Inbox

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

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

Fidélisez votre marque grâce à des solutions de communication modernes

Les acheteurs veulent que leur fidélité se traduise par une expérience client personnalisée et transparente qui tienne compte de leur relation unique avec votre marque. Le commerce de détail n'est pas simplement une expérience transactionnelle qui commence et se termine au point de vente - c'est une relation. Pour fidéliser une marque, il faut établir un lien solide avec vos clients, comprendre leurs besoins et les satisfaire là où ils se trouvent.

Bird is empowering retailers around the world to do exactly that with easy-to-use, omnichannel solutions that reduce shopper dropoff, drive sales, increase campaign engagement, and maximize the impact of your communications. En savoir plus sur nos solutions de commerce électronique or contactez-nous dès aujourd'hui to see how you can transform your online shopping experience with cloud communications.