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Conversational commerce offerings, or the idea of texting to purchase, have become more widely adopted by major retailers. Vice President Chris Ventry was featured in “Why Beauty Entrepreneurs and Experts Think SMS Will Become Bigger for Beauty Shopping” in Beauty Independent discussing his vision for the future of this capability in retail.
Chris explains a few ways he sees conversational commerce adding to the purchase process, “I could see benefits of “reaction texts” wherein something that a customer wants is back in stock, they receive a text, and this causes a reaction. Building out a shopping list has some potential, albeit the visual form of a Walmart shopping app or mobile site might be more powerful than having customers text their shopping lists.”
He continues to describe how companies could leverage texting to complement existing digital assets, “I could also see customers engage via app or mobile site or even in-store, and then receive forward communication via app. Instacart for example could send “product substitution approval/rejection” lists via text.”
Read the full article here.
Chris Ventry serves as a Vice President in the Retail & Consumer Packaged Goods practice at SSA & Company