Online sales to consumers via mobile devices have been increasing exponentially, and in recent months, these sales have really taken off due to the coronavirus crisis. According to e-commerce experts, the shift from e-commerce to mobile commerce has effectively taken place in 2020. In the United Kingdom, for instance, the mobile commerce market is expected to grow to almost 51% of the total e-commerce market in 2020 and will continue to grow to 63% in 2024.
Customers prefer personal communication over mass communication. That is why businesses – despite their customer numbers – need to enter into a personal, qualitative relationship with their customers. This centers on a relevant customer relationship and an optimal perception. In this respect it becomes even more important to maintain smart contact via the customer’s favourite mobile channel.
According to James Bayhack, Director of Sub-Saharan Africa at CM.com, “The Mobile Marketing Cloud is fully integrated with our Conversational Commerce platform. This means businesses can easily set up omnichannel marketing campaigns to improve customer experiences and to build more sustainable relationships – exactly what a future driven CMO is looking for.”
The Mobile Marketing Cloud is the only ‘mobile first’ omnichannel customer engagement platform in the world that comprises official business accounts for all mobile messaging channels. Additionally, CM.com is a business solution provider of WhatsApp Business Chat and Apple Business Chat and sends text messages via their own network of telecom operators.
Intervention of third parties or tailored programming are a thing of the past with the Mobile Marketing Cloud; thanks to native integrations for all mobile messaging channels, the marketing team is in control.
In addition to CPaaS also SaaS provider
The Mobile Marketing Cloud can easily be integrated with other solutions of CM.com. Further integration, scalability and bundling of solutions are important priorities for the development and enrichment of the platform that CM.com offers to its customers.
“Because it is in our DNA to continue innovating, the move from a CPaaS API provider towards enterprise-grade SaaS solutions is only logical. Additionally, they offer a big advantage: they own the complete infrastructure. In order to put the customer first, an optimal customer experience is needed,” continues Bayhack. Businesses need to know who their customers are and how they communicate on their mobiles, and the Mobile Marketing Cloud and the Customer Data Platform is a solution to this. “It collects all customer interactions and data in 360° customer profiles, regardless of the origin of the data. This way, marketeers can build segments by filtering on all potential profile features and behaviour,” says Bayhack.
With the Mobile Marketing Cloud, they can then automate multi-step customer journeys and reach customers on their mobiles in the way customers prefer.