Within the contexts of these conversations, you can even cross-sell and upsell by recommending products that match your customer’s unique needs, similar to the brick and mortar experience of engaging with a rep who’s an expert on your product catalogue.įacebook Messenger also rolled out its own payments feature in the U.S that works much the same way. Messaging apps create a private line of communication between a business and its customers, which is a lot better than addressing negative complaints in a public forum like Twitter. In fact, live chat has a 73% customer satisfaction rate, the highest rated even compared to traditional channels like email (61%) and phone (44%).īut as popular messaging apps like Facebook Messenger expand their functionality, they will grow to become channels that enable a more seamless customer experience from product discovery to payments to tracking the status of orders to customer service.Ĭompanies like Hyatt and Walmart are already testing out the upcoming Facebook Messenger for Business and fielding more inquiries than ever through the platform. Messaging Apps as a communication channelĬhat is already a popular channel for customers to engage with a business in private. Add the Messenger Channel for your Shopify store to create a direct line between you and your customers.

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