Generally speaking, the conversion rate for an eСommerce website sits somewhere between 2-5%. However, the top brands often enjoy rates better - something that invariably correlates to the customer experience buyers get online. Today, we're here to tell you about SMS Conversations - a service launched in 2020 by the eСommerce giant that is the Klaviyo AI email marketing platform.
Allowing subscribers and brands to communicate via 2-way text messaging, features like Quick Responses deliver pre-written replies to common questions. Following on from the huge popularity of AI-driven website chatboxes, Klaviyo's Suggested Responses makes the task of replying to customer queries - day or night - an easy one.
Scaling Text Marketing Communication is a Challenge
As any Klaviyo SMS AI agency will tell you, online consumers love the ability to get quick answers to their shopping queries via text. The issue is that when scaling your operation, staying on top of all those customer queries and responding quickly can be a real challenge.
Now, if you're just starting to employ SMS marketing, there's a chance you might feel that conducting your customer support via the channel might be a touch too complex. The truth, however, is very different, as SMS actually represents the ideal customer support channel.
Facilitating quicker response times, as it does, SMS provides something no other communication channel does, leading to significantly enhanced customer satisfaction.
How Klaviyo SMS Suggested Responses Work
Klaviyo's AI-powered SMS Suggested Responses deliver game-changing conversation flows that support customers as they shop. Allowing brands to provide highly-personalized 1-to-1 support to customers at scale, the feature - which sadly isn't available for Zendesk or Gorgias integrations - guides customers to resolve their issues, resulting in greater satisfaction. Let's take a look at how a typical AI-powered SMS conversation might pan out.
Should a suggested response be available, it's simply a matter of clicking that response and the message being sent through to the customers.
The Obvious Benefits of Suggested Responses
By pre-writing and storing your Quick Responses to the most common questions customers ask, businesses are able to ensure that sales aren't lost through a lack of available information. Furthermore, if a Klaviyo agency sets up these responses for you, your support team is aided while making sure that all messaging stays on-brand.
Other benefits of AI-driven 2-way SMS conversations include:
- Ultra-quick response times
- Customers who feel looked after throughout
- Increased sales conversions
- Improved brand reputation
Being able to have a 2-way conversation with customers allows any friction that may exist along the customer journey. Product queries, shipping information, and even questions about returns can be fielded in a timely manner. This instantly-available information can literally mean the difference between a sale and an abandoned shopping cart.
How to Get Started Setting Up AI Suggested Responses
So, if a Klaviyo SMS AI agency sets your responses up for you, then you won't have to worry about this part, however, if your in-house team is dealing with things, here are a few things you should know. Firstly, you must already have SMS turned on within Klaviyo.
Your customers must be subscribed to SMS and have initiated contact via text i.e. they've sent you a query text without a keyword. It's also important to note that this feature is only available as part of the platform's SMS Conversations service.
Using AI to Deliver Customer Experiences that Convert
On average, as much as 70% of customers will abandon their shopping carts. Often, the reasons for doing so relate to uncertainty relating to the product or how it's shipped once purchased. Thanks to Klaviyo's SMS AI-suggested responses, many of the issues that cause a purchase to fail can be avoided - and within seconds.
Due to the high deliverability of SMS text messages, you can get those answers delivered right into the hands of your customers - helping to remove uncertainty and gain the commitment you need. Furthermore, the feature sits there 24/7, acting on your behalf.
If you're excited about AI and the possibilities for SMS, check out what else is happening in our blog about AI, chatbots, and voice commerce here. Put the necessary time and energy into creating a smooth customer experience with AI responses, and increased conversion rates are just one of many ways your business can benefit.
