Why Conversational Commerce Matters for Your Brand

And How Whym Takes it One Step Further


Whym understands the importance of conversational commerce. 

In today’s world of online shopping, capturing a customer’s intent to buy is essential. On average, it takes 56 impressions to make a sale. Your marketing channels are working hard to send customers to your website, but how do you know you’re attracting the right audience? And if a potential customer ends up on your site, how can you be sure they’ll actually make a purchase? Only 2% of web traffic currently converts to a sale. How do you capture the other 98%? And how do you keep them coming back? 

This is where conversational commerce makes its entrance. The term conversational commerce gained popularity in 2015 after Chris Messina drew attention to the trend in his Medium article. In the article, he noted that more providers would shift towards selling products and services through messaging apps while people are on the go, with limited attention to spare.

It’s obvious that Messina was onto something – more and more, providers are adding personalization to a consumer’s shopping experience, and simplifying the checkout process. Live chats, voice assistants, and chatbots have helped customers to better navigate a provider’s website, leading to more sales. In fact, 75% of customers are more likely to spend more time with a brand if they can message rather than call them. Moreover, chatbots can reduce cart abandonment by sending reminders or alerting customers of discounts. These conversational features allow customers to feel more nurtured and connected to the brand, increasing brand loyalty and, again, sales. 

But Whym, a startup founded by former Snap employees, takes this idea one step further. What if you didn’t need customers to visit your website at all? What if the entire shopping experience could take place within a text message or direct message? The result: more sales, more customer loyalty, and more time saved. Read on to discover how Whym is making conversational commerce even easier for both the shop and the shopper. 

Text messaging and DMs are having a moment 

People love to stay connected. In fact, 78% of consumers say that checking, sending, and answering messages is the activity they do most on their smartphones throughout the day. On average, 18.7 billion texts are sent per day worldwide – not including app-to-app messaging. The stats behind those texts speak for themselves – 98% were opened, with more than 30% click-through rate, 8-18% first-time conversion, and less than 1% opt-out per campaign. 

Further, DMs are becoming a more popular way to communicate. As of 2021, WhatsApp is most popular global mobile messenger app worldwide with approximately two billion monthly active users, outranking Facebook Messenger at 1.3 billion and WeChat at 1.2 billion users. Facebook Messenger and WhatsApp process 60 billion messages a day – three times more than SMS. This statistic doesn’t even account for the other apps that offer direct messaging, like Twitter, Snapchat, or Instagram. 

Despite this messaging boom, only 1% of messaging providers offer a mobile wallet with secure, direct message payment solutions. Whym is filling the need for a text-to-purchase option, and paving the way for customers to buy more often, and with more ease. With their cutting-edge shopping cart technology, Whym is focused on creating new ways for shoppers to purchase while avoiding the traditional website-to-cart model used too often today. 

The traditional online shopping experience loses customers along the way

Using text and direct messaging as a marketing tool is a great first step, but without the cart technology to purchase within the message, customers still get lost. 

Websites often have too many options, leaving the consumer overwhelmed. They may have come to your site to purchase a specific product, but the myriad of items on your site can distract the buyer from their original intent to buy – leading to a website visit, but no purchase. 

Additionally, cart abandonment is a common problem among online retailers. Unfortunately, up to 80% of shopping carts are reported to be abandoned by the shopper. Online shopping should be simple – a customer should find an item they love, add it to their cart, and check out – but this high percentage of abandoned carts indicates friction points in the customer journey. Some common reasons behind cart abandonment include a confusing or lengthy checkout process, high shipping costs, and lack of payment methods, among other factors. 

Whym eliminates all of that. The website-to-cart model, and all the distractions and roadblocks that come with it, become a thing of the past with Whym’s cart technology that stays completely within a text or direct message. With Whym, a customer receives a text that contains a link to your product, and they can simply reply “Y” to buy. If the consumer has never used Whym before, Whym will onboard them for you, using their phone number as their unique user ID. They’re only onboarded once – after that Whym remembers their info, so purchases can be completed by just hitting send.

Whym also makes it easier to capture shopper interest from your website. Whym’s Patented “Text me this Item” button appears on every product page of your website, inviting customers to remember your product if they aren’t ready to buy now, but will be later. Whym then follows up on a 1:1 basis, encouraging customers to remember your product and close the sale – all within their texts – so you can say goodbye to cart abandonment and say hello to more sales. 

Whym makes it effortless to increase your sales 

Your customers are already talking about your products. Whym makes it easy to convert those conversations into sales. 

You can use Whym with any existing solution for marketing, e-commerce, or customer service, with no integrations needed – making it effortless to take your checkout process anywhere. All you have to do to get started is sign up, where you will create a text-to-pay link. This link works anywhere people are talking about your products, whether that be a DM, a text, or the comments on an Instagram post. Your link works with every messaging provider, regardless of an integration. Once a shopper purchases your product through the link, the order is fulfilled like any other. Whym acts as the point of sale, processing the payment and sending orders to your e-commerce dashboard, ready to fulfill. 

Whym integrates seamlessly with Stripe, Big Commerce, Woo Commerce, Magento, and Shopify stores, so you can turn the conversations about your products into sales – wherever these conversations are already happening.  

Whym makes it easier for shoppers to repurchase  

With a traditional cart model shoppers buy their item once, and often… that’s it. Retailers have no way of reaching out to their customers to let them know it’s time to re-up on their favorite products. More often than not, customers don’t remember where they purchased their products, or they remember too late and opt for a convenient drugstore brand. 

With Whym, all you need to do is identify which items in your shop can be repurchased, and Whym will intelligently identify shoppers who have previously purchased those items and encourage them to purchase again. These reminders come in the form of a text message, and all shoppers have to do to repurchase is reply “Y” or “N”. When the customer responds “Y”, that item is immediately repurchased – because Whym remembers their information from their previous purchase. It’s almost too easy.

Whym’s cart technology is making every aspect of the online shopping experience more convenient 

Conversational commerce is a no-brainer when it comes to today’s world of online shopping and consumer engagement. But creating a personalized shopping experience on an individual website still leaves room for major purchase distractions and cart abandonment. The team behind Whym is using their cutting-edge cart technology to make the shopping experience faster and more enjoyable for your customers – which leads to more sales for you. 

If you’re ready to explore all that Whym has to offer, schedule your free demo. Whym knows that it is important to meet customers where they are, and today, that’s within their text and direct messages. Find out what this could mean for your brand today.

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