Interactive voice response (IVR) systems are meant to make customer calls more efficient—but sometimes they get in the way.
Advanced IP messaging apps include a range of use cases – from standard user-to-user chatting to AI-powered chatbots. In this article, we cover the benefits that IP messaging brings to the e-commerce industry.
Previously, it was enough for a commercial website to offer visitors a contact page or a request form to obtain more information about a product or service. Today’s customers will quickly become frustrated by such communication mechanisms.
IP messaging solutions help e-commerce services provide customers with immediate answers to their questions, keep them informed and engaged about topics of interest, and automate contact center operations. Let’s look at how IP messaging solutions add additional value to the e-commerce world.
Interactive Chat Adds Human Touch to Online Shopping
Shoppers expect online communication to be fast, direct and available on-demand. According to a Forrester survey, 44% of online customers say having a live person available to take questions during a shopping journey is one of the most important features a service can offer.
Live chats save your customers time. In contrast to phone calls, shoppers receive real-time answers to their questions without leaving the platform.
Live chats accelerate marketplace shoppers through each stage of the sales cycle. Customers may consult with contact center agents on the order information. When an order is confirmed, shoppers may request shipping details.
Live chats increase your contact center performance. While an agent can handle one phone call or email at a time, a few live chats can be served at once. This reduces the average wait time – especially during peak hours. Customers don’t need to waste time in a call queue or waiting for an email response.
Chatbots Increase Productivity and Eliminates Routine Tasks
IP messaging leverages AI-driven chatbots to provide automated 24/7 support in communication channels via text or voice. When it comes to routine and standardized tasks, chatbots are faster and more cost-effective than live agents.
In e-commerce, their major application is related to rapidly answering common requests. For instance, chatbots help to automate tasks such as checking a customer’s order status. This can be done by your CRM with a shipment tracking system and an AI software vendor. Chatbots enable a shopper to retrieve their order status through the self-service chatbot. The shopper inputs his/her tracking number and the chatbot provides real-time shipping status via a request data to your CRM.
Chatbots can also increase cart conversion rates. For instance, a shopper browses your marketplace, adds goods to the cart but doesn’t complete the purchase. A chatbot recognizes that the shopping cart is abandoned and reminds your customer about the products they leave using push notifications or Facebook Messenger.
Push Notifications Drive Customer Engagement
In mobile and web development IP messaging is closely associated with push notifications. Similar to in-app messages, push notifications use the Internet Protocol to be delivered.
Push notifications allow marketers to reach customers when they have left an app or website and they have time-sensitive information to deliver. The notifications bring users back to the website or mobile app with one click.
Retailers use push notifications to send personalized alerts such as a change in shipping status, new product offerings and promotions. If you track the pages and items your shoppers interact with, you can use this data to personalize notifications. You can send push notifications with relevant content for different audience segments.
Some retailers issue notifications to customers that are driven by changes in shipping status. For instance, they deliver notification at each stage in the order fulfilment process – when the purchased item is packed, has left the warehouse, and is delivered.
Adding IP Messaging with Voximplant
Voximplant provides users with an IM API for user-to-user communication, Bot API for integrating with external platforms, and SDKs for web, iOS, Android, Flutter, React Native, and Unity. Voximplant’s IP messaging features include:
- One-to-one messaging and group conversations for up to 1,000 participants
- Multipart messages combining text and application data
- Read receipts for group participants
- Typing indicators
- Audio and video calls for chat participants
- Support for mobile push notifications via Apple Push Notification System (APNS) and Firebase Cloud Messaging (FCM)
- User and bot identity profile management
- ACL management for participant access control
Learn how to embed IP messaging APIs in our documentation.