A customer experience is built when a product or service is purchased and when customer service is provided.
A platform that provides access to the most popular mobile communication channels such as WhatsApp, Facebook Messenger, Apple Messages for Business, Twitter, Viber, etc.
A platform that provides access to the most popular payment methods to handle payments directly within the mobile channel.
Conversational Commerce is the combination of communication between companies and brands with their customers and online payments. Customer communication is increasingly taking place on mobile channels such as WhatsApp, Facebook Messenger and Apple Messages for Business. With potential customers when it comes to sales and marketing, or existing customers when it comes to customer service. This way, companies and brands directly engage with customers via their favorite mobile channel where they can be reached best. Adding online payments within a mobile channel ensures a seamless customer experience from contact to purchase. Each customer contact provides new information that is stored in the central customer profile. This customer profile offers the opportunity to further personalize each new contact moment.
CM.com provides companies and brands with the necessary platforms, solutions and products to create unique customer experiences for their customers. By engaging 'the conversation' through mobile channels such as WhatsApp, Facebook Messenger and Apple Messages for Business, former anonymous customers get names and corresponding profiles in order to serve them best.
When a consumer is in the process of purchasing a product or service, contact with the company or brand is very intense.
The way in which this contact takes place is of great importance when it comes to the customer experience. If the contact goes smoothly and quickly, this leads to a positive experience.
Research shows that such a positive experience contributes to building a brand preference. Communicating with consumers via their favorite mobile channel plays a major role in this.
After all, the lives of many consumers increasingly take place on their mobile phone.
When a purchase can be handled directly during the contact, this has a positive influence on the customer experience. This involves completing a purchase within the consumer's favorite mobile channel without having to switch to other apps.
After the purchase of a product or service, such as clothing, but also tickets for museums and events, contact with customer service is desired when there are questions or help is needed. Again, when this is done via the consumer's favorite mobile channel it has a positive impact on the overall customer experience for that specific brand. In addition, in this phase the direct handling of payments within the mobile channel leads to a positive experience.
The smart integration and automation of mobile communication and payments provides consumers with a unique premium customer experience. For companies and brands this leads to better sales, more customers and increased customer satisfaction.
CM.com's communication platform provides access to the most popular mobile channels through our own cloud software solutions (Mobile Marketing Cloud and Mobile Service Cloud) or for partners and developers directly through our APIs.
All popular mobile communication channels are supported, from SMS to WhatsApp and from Facebook Messenger to Viber. The communication platform offers marketing, sales and customer service the possibility to contact their customers directly via these mobile channels.
To Communication ChannelsCM.com is an international payment service provider which means that we can handle online payments for all popular payment methods such as iDEAL, credit cards and Klarna.
The combination with the communication platform makes it unique what CM.com has to offer to companies and brands.
The combination of cloud software solutions (for marketing, sales and customer service), direct access via APIs for developers and our payment platform enables companies and brands to offer their customers a unique customer experience.
More about PaymentsCM.com is a global leader in cloud software for conversational commerce. Our communications and payments platform empowers to automate customer engagement across mobile channels enriched with payments to drive sales and increase customer happiness.
Mobile Marketing CloudMobile Service CloudDiving deeper into CM.com's CPaaS approach in empowering business users to unlock Communication Excellence - a guest article by Quadrant Knowledge Solutions, a global advisory and consulting firm focused on helping clients in achieving business transformation goals with Strategic Business and Growth advisory services.
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Conversational Commerce is a type of eCommerce that focuses on two-way conversations with customers via the use of online chat tools. It's a concept that's actually been around for quite some time, with former Developer Experience Lead at Uber, Chris Messina, describing it as "the intersection of messaging apps and shopping" back in 2015.
You don't need a degree in psychology to know that some customers are more risk-averse than others when it comes to making a purchase. When shopping online everyone has, at some point, been in the position of hovering over the 'confirm payment' button with that little voice at the back of their minds telling them they're about to make a mistake. Sometimes we throw caution to the wind regardless of any doubts we may have and buy the product anyway; in many cases, we abandon our carts and go elsewhere to find what we're looking for.
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