2021 REPORT Conversational Commerce
The real Commerce for the mobile era
yalochat.com Table of Preface BCG Pg. 03 Contents What questions did we want to answer? Pg. 04
What were our key findings? Pg. 05
Chapter 1. Let’s define conversational commerce
and related concepts Pg. 07
Chapter 2. The apps we prefer are the messaging apps Pg. 21
Chapter 3. There is a huge economic opportunity Pg. 26
Chapter 4. What are the benefits of c-comerce? Pg. 34
Chapter 5. How to leverage the benefits of c-commerce? Pg. 51
Chapter 6. c-commerce today Pg. 56
Success stories Pg. 60 The Power to Transform Entire customers and consumers and, therefore, more assertive products, messages and promotions to this segment. Industries in Emerging Markets This is because c-commerce is a great enabler of easy online buying and By: Joel Muñiz, Managing Director selling. It allows electronic transactions to happen right now, without the & Senior Partner BCG México need for shoppers to change their devices or improve their technology skills. This trend makes it possible for what would otherwise have taken Since the invention of the Internet, much has been said about its power to decades with traditional e-commerce to happen today. Preface BCG shorten or eliminate distances and build communities. However, over the years we have seen how there continue to be major challenges when it It has been observed that c-commerce users tend to increase their comes to digital penetration and inclusion, particularly in emerging e-commerce spending. But the most relevant aspect of markets. The lack of access to the technology and know-how needed to c-commerce is undoubtedly that it has become the gateway to digital use applications/devices limits the number of people benefiting from commerce for millions of consumers: ~40% of c-commerce users in technology and widens the gaps. Traditional e-commerce has faced emerging markets made an online purchase for the first time in their lives. similar challenges, such as lack of trust in vendors, unclear pricing and long response times According to our estimates, c-commerce will grow at a rate of between 10-18% per year over the next 5 years. However, there are economies In this context, c-commerce or Conversational Commerce, whereby people where it will grow at rates of over 20%. make online purchases using conversational means such as instant messaging applications and/or chat rooms, is particularly powerful. In this growth path, companies like Yalo, together with their customers, are Because it acts as a bridge between the personalized contact of the paving the way and leading this process of digital inclusion. That's why we physical world and the convenience of the digital world, c-commerce has consider this report to be of great interest. It analyzes in-depth the shown it can incorporate segments traditionally excluded from the digital importance of conversational commerce, the way it has been used so far, strategies of large companies. and the great potential it has to continue transforming how people interact with large companies, governments and public entities. Thanks to c-commerce, better digital inclusion is promoted across all segments. With just a WhatsApp message, today the owner of a small In this way, c-commerce could help fulfill many of the promises of store in a remote village in Brazil can order supplies, a waiter in India can convenience and inclusion originally made by e-commerce. One letter may request a bank loan, and a cell phone salesperson can continue to advise seem like a small thing, but when it involves a whole philosophy of putting their customers in Mexico. the customer at the center, the change is enormous. And this is the change that Conversational Commerce is advancing. This avenue of business has the potential to connect the traditional channel with large companies, thus achieving a better understanding of Pg. 03 Table of Contents retailers and consumers and, therefore, a better understanding of their What questions did What is c-commerce? we want to answer? Is it worth focusing on messaging applications?
How big is the market and the potential of c-commerce?
What are the benefits of c-commerce for businesses?
How are companies currently implementing c-commerce?
What is the best way to leverage these benefits?
Pg. 04 Table of Contents yalochat.com What were our key findings?
There is a huge market opportunity It can be found in every market C-commerce is predominant in Asia, where Currently c-commerce is a US$35 billion is it expected to increase by 40% within the market, given that in some countries it is the next 5 years.The greatest growth potential predominant mode of digital commerce, is in Latin America, where e-commerce still accounting for 60% of e-commerce. In faces significant barriers, which leaves the emerging markets c-commerce has the way open for c-commerce. potential to reach US$130 billion by 2025, but only through adequate investment.
Pg. 05 Table of Contents yalochat.com What were our key findings?
c-commerce is happening It's good for business on all types of platforms C-commerce facilitates connecting with new Both in messaging applications and social users, increases the average ticket media (50%) and in e-commerce and business of current digital commerce users by up to websites (50%). 3.9x and is the sweet spot between the offline and online experience.
Pg. 06 Table of Contents yalochat.com CHAPTER 1 c-commerce is the business that happens within messaging applications and is, therefore, the bridge between the physical Let's define and the digital world In c-commerce, every conversational commerce communication made within messaging applications has and related concepts a business impact
In c-commerce, the benefits of offline sales are combined with those of online sales
Pg. 07 Table of Contents yalochat.com c-commerce or conversational commerce
The process of acquiring goods and services through messaging apps
Pg. 08 Table of Contents yalochat.com How did it come about?
Pg. 09 Table of Contents yalochat.com c-commerce makes all mobile apps’ dreams come true: fast, easy access, collaborating in real time and in an instantaneous context
Pg. 10 Table of Contents yalochat.com Currently, developing and promoting apps is expensive.
% still use the app
They also have a big problem: 100%
On average, people stop using 7 out of 10 apps within three months
43% 33% 29%
Month 0 Month 1 Month 2 Month 3
*Source: Localytics 2019
Pg. 11 Table of Contents yalochat.com The apps we do use Most used apps: are the messaging ones. 1. WhatsApp → 2B
2. Facebook
3. Facebook Messenger → 1.3B Thus: 4. WeChat → 1.2B We chat more 5. Instagram than we talk 6. TikTok 7. Allpay
8. QQ → 648
9. Taobao
10. Baidu
Source: Localytics 2019
Pg. 12 Table of Contents yalochat.com c-commerce is the next step in the evolution of trade
B&M Website Apps Conversational Before the 1990s 2000s 2010s apps 2020s Requires people to go to Almost unlimited product Highly functional on the physical store inventory high-end mobile devices, Users have the app before getting in but little on midrange and touch with the brand Limited amount of products Very low or zero low-end mobile devices personalized attention Brands can develop mini Personalized attention Great friction in the conversational apps within Less functional on mobile downloading process messaging apps devices
Users don’t need to learn how to use a new app
Pg. 13 Table of Contents yalochat.com How does c-commerce work?
Pg. 14 Table of Contents yalochat.com This is what the purchasing process looks like through messaging apps
PRE PURCHASE PURCHASE POST PURCHASE SEARCH EVALUATION
Physical channel Conversational Commerce
Next, visited website Discussed the price of Confirmed option of Requested bank details Received confirmation Need: look for casual of “ZapatosMX” what they wanted payment on delivery of payment... shoes for office / on Instagram weekend wear
End of conversation
Visited the online store Lifestyle & Shopper, but did not like anything. Liked the design Reconfirmed cost and ...and estimated of a pair of boots delivery process delivery date found while browsing the website
Pg. 15 Table of Contents yalochat.com Even when the purchase is not made, the communication in the messaging app has an impact. We call this: Conversational Influence
Conversational Influence Conversational Commerce
Conversational influence: The buyer is influenced by the information and attention they receive in the messaging application to make their purchase elsewhere.
The buyer begins product research The buyer researches in the messaging on a messaging app and completes app and makes the purchase the purchase in a physical store. then and there.
Pg. 16 Table of Contents yalochat.com Conversational influence and conversational commerce go hand in hand
Search: Customer contacts Use organic and paid channels to be seen by Conversational influence the business the right people at the right time
Evaluation: Provide a pleasant, engaging and relevant Information on the Conversational influence product is shared product browsing experience
Purchase Accept payment and confirm Customer buys the Conversational Commerce delivery method produce
Post purchase: Product is delivered and Delivery, Conversational influence relationship with customer remarketing is followed up
Source: BCG, Report: Conversational Commerce – the next gen of E-com.
Pg. 17 Table of Contents yalochat.com It's important to differentiate between c-commerce and social commerce
SOCIAL COMMERCE CONVERSATIONAL COMMERCE
Social commerce is where orders are placed through the check-out function in social media.
It also takes into account purchasing processes conducted through social media marketplaces.
Pg. 18 Table of Contents yalochat.com There are two types of digital buyers
Chat First: Started their online shopping process through messaging apps with different Chat First: e-comm first: brands Has never made an First digital purchase was e-commerce purchase on an e-commerce site
e-comm first: Started their online Their first digital purchase Started digital shopping was through a messaging using a computer shopping process through an app e-commerce website or app Went from shopping on Went from buying via chat e-commerce sites using to shopping on e-commerce a computer to shopping sites through messaging apps
Pg. 19 Table of Contents yalochat.com Conversational Commerce is in the sweet spot between physical stores and e-commerce…
Benefits of physical stores Benefits of digital stores
Personalization and Convenience of time product testing and effort when shopping
Verification of product C-Commerce Competitive prices quality and bigger discounts C-commerce combines the benefits of offline sales Advice and explanations Ease of shopping in terms of personalization and from sales staff proximity with those of online sales Access to a wide variety in terms of variety and immediacy Negotiation of prices of products
Confidence in product quality
Pg. 20 Table of Contents yalochat.com CHAPTER 2
Messaging apps are those designed and used primarily The apps we prefer are for text communication Globally, WhatsApp has more the messaging apps than two billion users per month
Currently 7 out of 10 users chat via Facebook Messenger or WhatsApp
Pg. 21 Table of Contents yalochat.com Although similar, there is a difference between social networking platforms and messaging applications
Messaging applications: Social networking platforms: Plataforms designed and used for Designed for social interaction text communication
Facebook WhatsApp Line Messenger Facebook Instagram Twitter
WeChat Telegram
Pg. 22 Table of Contents yalochat.com The most widely-used messaging applications in each region
WhatsApp has more than 2 billion users per month
Source: Hootsuite 2019
Pg. 23 Table of Contents yalochat.com Facebook and WhatsApp are the most popular applications for interacting
Messaging apps most widely used to communicate during the purchasing process 7 out of 10 users chat 46 31 10 13 through Facebook Messenger U.S. Mexico 43 10 38 9 or WhatsApp Brazil 29 20 43 8 India 39 25 31 5 Philippines 72 9 3 16 Viber Malaysia 30 14 44 11 Indonesia 17 17 57 10 Line 63 5 5 29 Zalo Advanced Vietnam c-commerce markets Thailand 53 11 1 35 Line
Total 40 21 29 10 % of responses
Facebook Messenger Instagram Direct WhatsApp Others
Source: Data from consumer survey in 9 countries. BCG analysis.
Pg. 24 Table of Contents yalochat.com Messaging channels are the predominant platform for c-commerce
4 Messaging app 12 10 10 10 9 16 In the U.S., Mexico and Brazil, 20 19 most widely used to 32 communicate with brands the use of brand websites during the purchasing 31 35 37 35 process and apps is higher than 27 48 43 60 36 the global average 26
54 57 54 54 49 46 37 42 44 42
U.S. Mexico Brazil India Philippines Malaysia Indonesia Vietnam Thailand Total
Brand's website / app E-commerce site / app Social media and messaging apps
Source: Data from consumer survey in 9 countries. BCG analysis.
Pg. 25 Table of Contents yalochat.com CHAPTER 3
c-commerce is expected to turn into a US$130 billion market by 2025
There is a huge Given the current trend, in countries like Brazil, India, economic opportunity Indonesia and Thailand, c-commerce will grow more than 6X by 2025
In those same countries, c-commerce will represent 45% or more of e-commerce, reaching 80% in Thailand
Pg. 26 Table of Contents yalochat.com Estimated growth potential for c-commerce is US$130 billion by 2025
To achieve an accelerated growth Projected size of c-commerce in c-commerce, the requirements are: 150 $133.5 B Digital shopping barriers
to be resolved 100
Investment in c-commerce platforms $56.6 B 50 $25 B Increased adoption of e-commerce, smartphones and Internet access 0 2019 2025 Base Case 2025 Accelerated Case Billions
Source: Data from consumer survey in 9 countries. BCG analysis.
Pg. 27 Table of Contents yalochat.com Although Southeast Asia is more advanced in c-commerce, countries such as Mexico and Brazil have greater potential for accelerated growth
Size of c-commerce market (USD MM) Given the penetration rates of 59.0 smartphones, e-commerce
13.5-19 and Internet access, an 16.5
14.5 12.1 increase in investment in 12.5 c-commerce platforms would lead to c-commerce
6.6 growing by more than 6x on 4.3 6.3 2.6-3.5 2.1-2.8 1.8-2 2-2.6 average by 2025 in countries 1-1.1 1.7 0.9-1.2 0.2 1-1.2 like India, Brazil, Indonesia Relative size of U.S. Mexico Brazil India Philippines Malaysia Indonesia Vietnam Thailand c-commerce market and Thailand in relation to e-commerce in 2025 6% 20% 14% 45% 58% 62% 55% 71% 80%
2019 <50% of E comm market 2025 >50% of E comm market Source: Data from consumer survey in 9 countries. BCG analysis.
Pg. 28 Table of Contents yalochat.com Terms to keep in mind
% c-commerce % c-commerce % c-commerce % c-commerce awareness influence: purchase: transactions:
Percentage of Percentage of Percentage of people For c-commerce people who know people who have who have placed or shoppers, the that c-commerce interacted with a confirmed an order percentage of total exists and are able to brand or company for a product or transactions place orders or buy through chat during service through a (offline + online) through chat. a purchase process. brand or company's that happen through chat. c-commerce.
Pg. 29 Table of Contents yalochat.com Although recent, awareness of the options to make purchases and conduct business from messaging apps is high in all markets
Initial c-commerce penetration phases c-commerce has grown and the foundation c-commerce has been completely has been laid for further penetration integrated in the way people shop
Conversational commerce ADVANCED C-COMMERCE process (%) EMERGING C-COMMERCE MARKETS DEVELOPING C-COMMERCE MARKETS MARKETS
% c-commerce awareness 44 27 56 57 75 67 62 69 86
% c-commerce influence 12 14 21 34 44 45 48 53 61
% c-commerce purchase 5 6 11 10 23 26 29 36 40
U.S. Mexico Brazil India Philippines Malaysia Indonesia Vietnam Thailand
Source: Data from consumer survey in 9 countries. BCG analysis.
Pg. 30 Table of Contents yalochat.com The greatest potential for c-commerce is where the relationship between Conversational Influence and c-commerce is high
In countries such as India
Relationship between penetration of conversational influence 1.5x and Mexico, the relationship 1.5x and penetration of c-commerce 1.6x 1.7x is from 3.3x to 2.1 between 1.9x 2.1x 3.3x 61 conversational influence and 2.2x 1.9x 53 48 44 45 c-commerce, far surpassing 40 36 34 the rate where 29 c-commerce 26 21 23 is more developed 14 12 11 10 5 6
U.S. Mexico Brazil India Philippines Malaysia Indonesia Vietnam Thailand
C-commerce penetration Conversational influence penetration
Source: Data from consumer survey in 9 countries. BCG analysis.
Pg. 31 Table of Contents yalochat.com Categories of highest penetration
To reach greater penetration Percentage of c-commerce penetration by category in the home appliance and electronic categories, 6 it is important to have the support 5,6% of trusted brands in c-commerce, 5% 4 which presents a great 4% opportunity for large businesses
2 2,3% 2% 2%
1,3% 0
Clothing Food Cosmetics and Travel Food Home Electronics % and accessories delivery personal care products appliances
Source: Data from consumer survey in 9 countries. BCG analysis.
Pg. 32 Table of Contents yalochat.com Users are wary of re-sellers, which opens up a great opportunity for the sales channels of official brands
Percentage of purchases of official brands through chat In Mexico and Brazil, the percentage of people 26% who prefer to buy directly 38% 39% 34% 33% 42% 49% 41% 39% from official brands is higher than the global 39% 43% average 37% 45% 36% 39% 36% 39% (37.88%) 30%
34% 19% 20% 22% 21% 20% 23% 21% 20%
U.S. Mexico Brazil India Philippines Malaysia Indonesia Vietnam Thailand
Brand website/ app E-commerce website / app Social media and messaging applications
Source: Data from consumer survey in 9 countries. BCG analysis.
Pg. 33 Table of Contents yalochat.com CHAPTER 4
C-commerce places the user at the center, is omnichannel and easy for businesses to adopt
What are the benefits Through c-commerce, 8 out of 10 people in emerging markets who of c-commerce? have never made an e-commerce purchase can be reached
Brings earnings to businesses and contributes to increased spending by existing digital shoppers by up to 3.9x
Pg. 34 Table of Contents yalochat.com Just as the web revolutionized services“ to make them available from anywhere, to anyone, at any time, smartphones also revolutionized applications where real-time collaboration and context is maintained, as the entire history of every conversation is available. The new messaging apps are the perfect marriage of agility, access and ease of creation of web services with the immediacy, collaboration and context of smartphone information. The best of virality meets the best of speed"
- ADAM BOSWORTH
CRM veteran and former Vice President at Google, Salesforce and Amazon
Pg. 35 Table of Contents yalochat.com Benefits
01 02 03 04 05
Customer Democratizes Good for Companies centric Omnichannel access business reap benefits quickly
READ MORE READ MORE READ MORE READ MORE READ MORE
Pg. 36 Table of Contents yalochat.com Benefits
01 02 03 04 05
Customer Democratizes Good for Companies centric Omnichannel access business reap benefits quickly
Pg. 37 Table of Contents Benefits yalochat.com C-commerce allows companies to connect with users through the devices they use the most
People now spend more than Minutes per day per device two hours a day looking at their mobiles. 2015 2016 2017 2018 2019 2020
42 40 42 39 39 38
81 94 109 122 132 143
Source: Statista
Pg. 38 Table of Contents Benefits yalochat.com C-commerce adapts to people and their habits
Work, emails, spreadsheets Work, emails, spreadsheets Rest and personal time Personal time
2005
Desktop
MORNING AFTERNOON EVENING
Receive online purchases Online Check messages Check messages purchasing Check messages Check messages Check messages Check messages 2020
Mobile MORNING AFTERNOON EVENING
Commute to work, Lunch, videos, Commute to home, Free time, news, messages messages videos, articles video games, video calls
Pg. 39 Table of Contents Benefits yalochat.com Benefits
01 02 03 04 05
Customer Democratizes Good for Companies centric Omnichannel access business reap benefits quickly
Pg. 40 Table of Contents Benefits yalochat.com C-commerce is integrated with the entire physical and digital experience
You don't have to say goodbye to your app or e-commerce because c-commerce is integrated with all your channels e-commerce Physical store
c-commerce
Sale of products Customer service Make payments Promotions and discounts Information on status of order and products
Pg. 41 Table of Contents Benefits yalochat.com Benefits
01 02 03 04 05
Customer Democratizes Good for Companies centric Omnichannel access business reap benefits quickly
Pg. 42 Table of Contents Benefits yalochat.com 8 out of 10 people in emerging markets have never made a purchase through e-commerce
% who have never made a purchase through e-commerce
Emerging markets VS Advanced markets
India 82% United Kingdom 20%
Mexico 81% South Korea 19%
Brazil 76% Sweden 15%
Data as of 2019 Sources: eMarketer, World Retail Congress
Pg. 43 Table of Contents Benefits yalochat.com C-commerce resolves the barriers of e-commerce in emerging markets
Low to mid-range smartphones Limited data plans
Pg. 44 Table of Contents Benefits yalochat.com Works on all types of smartphones
Cost of smartphone Globally, only 5% 50% of smartphones cost more than US$800, while half 45% of these devices cost 40% under US$150 30%
20% 22%
10% 12% 9% 7% 5% 0% <$150 $150-250 $250-400 $400-600 $600-800 >$800 Percentage
purchased 1H 2019 1H 2020
Source: Statista
Pg. 45 Table of Contents Benefits yalochat.com Most pre-paid plans include the use of messaging apps
WhatsApp works for the Percentage of pre-paid lines 72% of users worldwide 100% who do not have an unlimited 97% 97% 89% 89% data plan. 83% 75% 72% 72% 68% 56% 50%
25% 20%
0 U.S. Mexico Brazil India Philippines Malaysia Indonesia Vietnam Thailand Global Average
Source: Digital 2021 Global Overview Report
Pg. 46 Table of Contents Benefits yalochat.com Beneficios
01 02 03 04 05
Customer Democratizes Good for Companies centric Omnichannel access business reap benefits quickly
Pg. 47 Table of Contents Benefits yalochat.com c-commerce users are more likely to make an online purchase
Percentage share of online spending c-commerce contributes to an Online share of increased spending e-comm first users vs. non c-commerce users
increase in spending by existing 47% 47% 47% 47% 45% 44% 43% digital shoppers of up to 3.9x 42% 41%
36% 35% 36% 34% 33% 31%
21% 22%
12%
U.S. Mexico Brazil India Philippines Malaysia Indonesia Vietnam Thailand
1.1x 1.4x 3.9x 1.2x 1.6x 1.3x 1.4x 1.9x 1.3x
Source: Data from consumer survey in 9 countries. BCG analysis.
Pg. 48 Table of Contents Benefits yalochat.com Benefits
01 02 03 04 05
Customer Democratizes Good for Companies centric Omnichannel access business reap benefits quickly
Pg. 49 Table of Contents Benefits yalochat.com c-commerce allows you to
With the time to market
Build relationships Close and increase sales 4x Be where users are less than an application
Source: Yalo
Pg. 50 Table of Contents Benefits yalochat.com CHAPTER 5
c-commerce goes beyond bots
How to leverage A complete c-commerce solution should have a platform that integrates, through the benefits middleware, the client's back-end and third-party of c-commerce? systems
The best c-commerce solutions are integrated with the company's systems and working hours
Pg. 51 Table of Contents yalochat.com c-commerce goes way beyond a simple chatbot
A chatbot answers pre-programmed Therefore, this model requires questions in an automated way and is a platform that can: only in the interface (front-end).
A c-commerce system connects critical business systems, manages the customer relationship, and handles the end-to-end purchasing process.
Handle Operate a business Use artificial the workflow engine intelligence
Pg. 52 Table of Contents yalochat.com To leverage c-commerce requires a comprehensive platform Messaging apps
This way, both the company and third-party systems are integrated.
Specific conversational apps are also Deep Apps Work flows Artificial Intelligence built for companies. Simple Chatbots
Corporate Systems
PDV SAC WMS CRM Zendesk CMS Data Lake ERP TMS
Ecom OMS
Pg. 53 Table of Contents yalochat.com The best c-commerce solutions are integrated with the company's systems and working hours
The ideal solution should:
Synchronize inventory Optimize orders with Share customer Manage Integrate human with the ERP a system to manage them data with the CRM payments operators
Pg. 54 Table of Contents yalochat.com A c-commerce strategy should take into account how users come in contact with the brand's communication channels
c-commerce touchpoint
40% More than 60% of users 63% initiate contact with 30% 32% the messaging channel through social networks 20% 17% 18% 14% 10% 9% 8% 0 2%
The user sees an The company Discovery Friends and/or Friends and/or Friends are Other ad or post with contacts the through social family share family add user to salespersons a button for live user after a like networks purchase group with the on a chat chat on the or comment on experience brand's sales team platform company's social the brand's posts through chat media Discovery through Discovery outside of social media social media Source Data from a consumer survey in 9 countries. BCG analysis.
Pg. 55 Table of Contents yalochat.com CHAPTER 6
More than a billion people interact with businesses c-commerce through chat c-commerce brings benefits to today all types of industries, whether they have highly standardized or very customized products or services
There have already been huge benefits from c-commerce strategies in the traditional channel and in the retail and banking industries
Pg. 56 Table of Contents yalochat.com We are already talking to brands
More than a billion More than 175M people people interact with interact with official businesses through stores through WhatsApp. chat.
Pg. 57 Table of Contents yalochat.com Two types of c-commerce
Whether the industry has Requires automated scripts and Requires a connection with a human considerable Artificial Intelligence operator through chat highly standardized or very customized products, Highly standardized Highly customized c-commerce tools allow products products for an increase in sales and for connecting better with customers.
For example: For example: Sales of food products, insurance, etc. Retail, travel, etc.
Pg. 58 Table of Contents yalochat.com The road to c-commerce
In countries still in the nascent Emerging c-commerce markets Developing c-commerce markets Advanced de c-commerce markets
Initial phases of c-commerce C-commerce has grown and the C-commerce has been completely phase, the average use of penetration foundation has been laid for greater integrated with the way people shop penetration messaging applications exceeds
Thailand 90%. 40%
Vietnam 36% This paves the way for rapid adoption of c-commerce in the coming years. Indonesia Malaysia 29% Philippines 26% Brazil 23% Mexico India U.S. 11% 6% 10% 5% Percentage of c-commerce penetration Percentage
Stage of c-commerce maturity
Source: Data from consumer survey in 9 countries. BCG analysis.
Pg. 59 Table of Contents yalochat.com Success stories
Pg. 60 Table of Contents yalochat.com Revolutionizing the corner store
For decades, a vendor Companies that used traditional Conversational visited stores personally channels tried to automate these commerce in to take their order. processes using websites and apps, without success. WhatsApp
22% increase in the average ticket 300K return stores
Companies like these have already implemented c-commerce strategies: With a c-commerce strategy, businesses are able to: Count on a direct channel to promote their products Keep stores from being short on inventory and losing sales as a result Focus their sales team on work that adds more value, such as providing advice on product display and promotions
Pg. 61 Table of Contents yalochat.com Providing more and better communication channels for clients: The case of retail companies
During 2020, retail companies faced To address the situation, c-commerce strategies major challenges: were implemented with the following results:
Increase in online sales Salespeople were transformed into digital assistants, overall productivity increased Increase in customer service requests by up to 4X
Store closings and salespersons Calls about orders were reduced by whose jobs were at risk up to 35%
18% of call center calls were redirected to WhatsApp
Brands such as:
Pg. 62 Table of Contents yalochat.com Simplifying processes and preventing long lines: The case of banks
C-commerce strategies enable bank customers to enjoy the benefits of the bank with a simple message
Through messaging applications, it is now possible to:
Apply for and receive loans Make payments Get account status and payment deadlines Increase credit lines
Brands such as:
Pg. 63 Table of Contents yalochat.com The information contained in this report, including Disclaimer texts, graphics, designs, trademarks, logos, and names, etc., is the exclusive property of Yalo or third parties who have granted Yalo all necessary authorizations for its use and is protected by applicable intellectual property and copyright laws.
In the event that any material contained herein is to be used, transmitted, reproduced or published, partially or wholly, Yalo must be cited as the author and, under no circumstances, may such information be modified.
Pg. 64 Table of Contents yalochat.com Thanks!
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