Conversational Commerce: Turn 97% of your traffic into a sales conversation

In the 21st century, our communication habits are changing faster than any other period throughout history.
We now know the 4 big messaging apps boast more active daily users than the big four social media platforms. However, this trend shift has only been seen in the past 12-18 months.
Heres what 2014 looked like:
Source: (Comscore)
Source: (Nielsen)
And more recently, 2016
Source: (Statista)
And Overtime

Source: (Business Insider)

Messenger uptake is directly affected by how easy it is to facilitate conversations
Mobile had so much success in the first place because of text messaging.
The familiarity of texting drives efficiency, with a strong desire to get from A to Z in the least amount of steps.
WhatsApp hasn’t been so successful because it had 1000 features, it was successful because it allowed friends and family to have groups of conversations where the history could be seen. It was text messaging 2.0.

We are multi tasking across media types
We’re willing to embrace anything if it lets us have a conversation with each other through multi-media & channel as long as its in real-time and convenient.

The psychology of social is playing a part
Facebook have released a study which shows we are now much more concerned with our posting behaviour on social media and we are going out of our way to edit or delete posts we are about to post. The care free days of sharing and posting what we want has now reached a point where we no longer feel comfortable sharing certain information in a public forum. Social media has become the centre for how we wish our lives to be viewed by our wider social circle, not a private sharing amongst friends.

Messaging facilitates privacy, ease and instant gratification
Messaging offers a new “more convenient” way of sharing information with certain groups of people. Sending a picture to a set of friends in a group is very different from posting it on Facebook for everyone to see.
Messaging apps have offered us a new way to have complex or simple conversations that are private or open in an easy to control environment where the user can be relaxed.

So where do brands stand in this conversation?
Easy, we should be less worried about our advertising (1-way monologue) and care more about how we offer our customers the opportunity to have a real-time two-way conversation with us.
Depending on the source, companies see an average 3% conversion rate on their site. This means that at the least 97% of your website traffic arrived, browsed and then left.
What if your marketing team offered chat, messaging, email, click-to-message, click-to-call, and was able to manage and personalise every inbound call. What kind of effect would that have on the website conversion rate?

Will “conversion rate” even exist by 2020. Will we care more about “conversation rate”.
The question we should all be asking ourselves:
How can we turn the remaining 97% of our website traffic into a sales conversation?

The one common channel that most marketers have yet to master

From social media to email to live chat (to name but a few) marketers have become experts at tracking and managing their users’ activity across many channels. But there’s one that marketers still find challenging: the phone.
Yes, the good old phone. The device that half of us carry with us constantly and check three times or more each and every hour*.
Whether your business is an automotive, insurance, banking, real estate, travel or marketplace company, your call centre receives thousands of calls every day.
These phone calls carry important data about your customers’ interests and feedback.
So how can you integrate your calls into your customer journey to leverage these golden nuggets of information? How can you action your call activity to provide the best customer experience possible?
Well, Freespee lets you do just that…in the most efficient way there is.
Our recently upgraded integration with Salesforce empowers your agents to deliver a “feel-good” phone experience. Our technology updates your database in real-time ready for you to power your marketing campaigns, increase that user satisfaction score and ultimately bring more revenue.
So, are you interested in leveraging the power of your Salesforce capabilities with your phone call activity? Find out how today, contact one of our conversation cloud specialists.

About Freespee
Freespee is a real time conversation cloud for marketers that places every phone and text conversation into its digital context. Marketers use Freespee to monitor, manage and personalise the experience of every customer that wants to have a conversation with their brands through their desktop web, mobile web and mobile apps.

*52% of smartphone owners check their phone a few times an hour or more. Source: Gallup.