Think of the last time you engaged with a brand, product, or service you love.
When you picture it, do you imagine waiting around for someone to call you back or constantly reloading an order tracker webpage? Or maybe you send a question about when the new product will be available, then sit at home on the edge of your seat, waiting for a response.
Probably not.
You likely envision a much more interactive experience—one where you can start the conversation, receive clear, personalized information and answers, and do it all from the device that’s with most of us at all times (and perhaps where you’re reading this right now!).
That’s why conversational commerce—interactive engagements between brands and consumers through messaging channels like SMS, chat apps, and more—has become so popular with consumers and the brands they love. From discovering more about your favorite products and easily being able to say “I’ll take it!” to tracking, updating, and finding out about orders, appointments, shipments, and the status of services, we all gravitate towards experiences that are convenient, interactive, and done in real-time.
Did you hear the news?
We’re super excited to enable two-way conversations via new integrations with the Bitly Connections Platform. Check out some of our newest conversational commerce partners!
You can now easily connect Bitly to:
- AudienceTap: A mobile marketing platform that allows you to both communicate and sell to your audience, all over text message.
- OneText: Commerce brands can add text to buy, shopper-specific recommendations, and two-way texting on top of conventional SMS marketing.
- Authvia: A text-to-pay firm that manages the mission-critical task of billing and payments on behalf of our partners and customers, removing the burden of investing in additional resources.
How conversational commerce expands opportunities for connection
According to a report by Podium, 90% of consumers prefer to interact with a brand via text message. Given this preference for convenient communication channels like text messaging and rich communications services (RCS), it’s clear why establishing connection points through chat experiences matters.
And the types of connections made matter, too.
Organizations across various industries, from retail and consumer packaged goods to healthcare and financial services, can deliver better, more personalized experiences while also ensuring customer satisfaction thanks to the power of conversational commerce. Let’s take a look at how these improved interactions play out in real scenarios.
Quicker interactions through text/scan-to-buy
Whether you want to learn more about a newly discovered product or reorder your favorite skincare item, conversational commerce via text-to-buy technology simplifies the process. Consumers can scan a QR Code on packaging, on a promotional flyer, on your storefront, or wherever they may encounter it in the physical world and initiate a conversation.
Through pre-built journeys, prompts, or even AI-enabled conversation tools, the people who discover or already love your brand can learn which product is best for them, make selections, add or update their billing and shipping information, and confirm payment—all from the text message channel!
Seamless and secure payments via text-to-pay
For the products and services you have already purchased or are currently using, managing those transactions is easier and quicker than ever through text-to-pay.
Setting up a vet appointment, getting billing or order reminders, updating recurring subscription details, and changing your plan all become easier for the consumer when initiated and completed via text-to-pay. Plus, payments happen quicker than through just statements, emails, or phone calls.
Whether it’s discovering a new product, finding recommendations on the best fit or latest style, or getting order updates, conversational commerce makes these interactions easier, more secure, and better branded for your customers, while also enhancing tracking capabilities.
Ready to dig in and start tapping into the power of conversational commerce? Check out our new text-to-pay and text-to-buy conversational commerce partners!
3 real-life conversational commerce use cases
From text-to-buy and text-to-pay to reordering and customer support, conversational commerce technology paired with QR Codes is helping businesses spark meaningful conversations with customers every day.
Driving new customer engagement through text-to-buy
If you’re an upstart brand, you’ll want to broadcast your message as far and wide as possible—and ensure that the first interaction someone has with your business is fun, engaging, and rewarding!
From startups to established luxury brands, businesses are utilizing text-to-buy and conversational commerce to engage new customers, create enjoyable experiences, and offer rewards throughout the process.
They do this by allowing their audience to:
- Discover their brand and start a conversation through a QR Code accompanied by a compelling call-to-action (ie, “Start a chat to get a personalized coffee drink recommendation!”)
- Engage with the brand through text messaging to learn more about available products or participate in interactive, quiz-like conversations where consumers answer questions—and you recommend the best-fitting products!
- Enable the consumer to buy now or offer a special coupon or discount code for their next purchase.
It’s easy! A new customer discovers your brand, receives personalized product recommendations, and begins their shopping journey—all from their phones. And as a business, you’re now able to share more targeted and prescriptive recommendations for their next purchase. It’s a win-win!
Check out how OneText enables commerce-ready, prescriptive, and consumer-specific recommendations and purchases, now with Bitly Links and QR Codes.
Encouraging repeat purchases through scans and texts
Regular and recurring purchases become more straightforward when you engage customers through their preferred channels, making reordering, learning more, and interacting a seamless and conversational experience.
Text-to-buy can power more purchases and larger cart sizes through:
- Product launches and new campaigns
- Simplified reorders and subscription enrollments
- Tailored product recommendations and discount offers
- Exclusive loyalty program benefits
For example, a direct-to-consumer coffee brand can keep their customers fueled with a QR Code on their coffee bean bags. Scanning the code initiates a text conversation that facilitates the reorder process, confirming the quantity and type of coffee, and finalizing the purchase.
The coffee brand can also recommend other products or services, offer its most engaged audience exclusive text-based promotions, and even get customers to sign up for loyalty programs.
All of these interactions, whether initiated by scanning a QR Code or through SMS campaigns with existing contacts, allow brands to control their message and offerings. At the same time, they empower customers to engage on their own terms, whenever and however they prefer.
Check out how AudienceTap helps brands of all sizes initiate orders, drive reorders, and increase cart sizes—all with branded, trackable links in the Bitly Connections Platform.
The power of text-to-pay to drive recurring, efficient revenue
Customer experiences that go beyond a single transaction or payment can be incredibly powerful. Whether you’re providing services like medical prescriptions, veterinary care, or utilities, or offering subscription-based products, maintaining regular communication with your customers throughout the service process is crucial.
Put simply, having a channel where customers can receive updates, obtain information, and make payments is vital.
Text-to-pay services do just that. They allow businesses to communicate through SMS about order updates and confirmations, answer questions about appointments, and enable secure, efficient payments directly through text.
Adopting text-to-pay not only speeds up transactions but also enhances the overall customer experience. Think about the last time you scheduled a last-minute veterinary checkup for your pet. It’d be so much easier if, through one communication channel, you could:
- Schedule the appointment
- Receive updates and reminders
- Adjust appointment details
- Check the status of prescribed medications or follow-ups
- Complete payment for services
Using text-to-pay to power your customer experience not only meets consumers where they are but also reinforces your brand across every interaction.
With Authvia, text-to-pay users can send branded payment links powered by Bitly that drive ongoing engagement and securely pay directly within the SMS channel via text message interactions. Plus, with Bitly Analytics, you can measure impact and performance alongside your other marketing and customer service efforts.
Conversational commerce, powered by Bitly Links and QR Codes
Thanks to conversational commerce, businesses of all sizes can connect with their customers like never before. Bitly makes it easy to create, manage, and track every physical and digital touchpoint you have with your customers—including SMS! With branded, trackable QR Codes that initiate text conversations and short links featuring your custom domain, Bitly helps you make secure, trusted connections that drive engagement and purchases through text.
Ready to get started? Head over to Bitly’s Integrations Marketplace to discover powerful tools that can help enhance your customer connections today!
