Conversational commerce - a messaging first approach that leads to both increased digital sales and world-class customer experience.
As CBS Bahamas set out to create a more personalised buying experience and replicate their world-class customer experience online, The Chat Shop was key in helping them deliver a more modern, innovative approach that enables instant, human, conversation-based interactions that move shoppers through the buying process.
With the valuable insights and service The Chat Shop provides, CBS Bahamas was able to ultimately deliver round the clock assistance to customers, creating a better buying experience, an increase in out of hours sales, and a method of success in engaging at the exact right time with the exact right message. A proven strategy that works for eCommerce brands.
The results? Over the last six months, Brent and the CBS Bahamas team have:
- Converted 22% of sales conversations into online purchases
- Converted 24% of trade conversations into opportunities
- Seen a 5x uptick in out of hours traffic converting into sales.
In addition to improving conversions, CBS Bahamas has seen added benefit with The Chat Shop leveraging conversation insights to gather intelligence into what information visitors are looking for and optimize the site and user experience to reflect their needs.
CBS Bahamas has seen a ton of digital sales success since implementing Conversational Commerce. And they’re not done yet. They plan to continue to optimize their use of conversations, experiment with bot-based conversational flows for specific support use cases, and build out even more conversational experiences to support other marketing channels including search, advertising, and social.