In 2019, the ecommerce retail industry saw 3.5万亿美元 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.

利用废弃的结账恢复功能促进销售

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%* 到 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 

有效的营销有赖于对客户的了解。任何营销人员都会告诉你，与顾客的互动越个性化、越有情境性，他们就越有可能engage 。这样想一下：通过非个人化的电子邮件告诉顾客你正在促销是一回事。但如果向顾客发送信息，告诉他在离他最近的商店有他们喜欢的颜色、特定尺码的商品在打折，那就完全是另一回事了。

Bird is helping brands build these types of personalized, seamless communication experiences at scale. With Bird’s 电子商务解决方案, 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.

诀窍是插入云通信软件，将每个客户的购买和参与历史集中在一个地方。当企业能够方便地访问他们与客户的整个互动历史时，就会改善客户体验并延长客户旅程。

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.

用现代通信解决方案建立品牌忠诚度

购物者希望他们的忠诚度反映在一个个性化的、无缝的客户体验中，说明他们与你的品牌的独特关系。零售业不是简单的交易体验，从销售点开始到结束，它是一种关系。建立品牌忠诚度的关键在于与你的顾客建立强有力的联系，了解他们的需求并满足他们的需求。

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. 了解更多关于我们的电子商务解决方案 or 今天就与我们联系 to see how you can transform your online shopping experience with cloud communications.