By Jack M. Germain
Nov 6, 2020 5:00 AM PT
More consumers are shopping via phones and other mobile devices, and companies that use chat with commerce are reaping rewards while improving the customer experience.
New commerce research reveals that at least two-thirds of firms using chat apps such as WhatsApp and WeChat see greater commerce gains than competitors that do not. These gains include year-over-year revenue growth of 75 percent, greater annual growth in cross-sell/upsell revenue of 89 percent, a YoY bump in customer retention rates of 48 percent, and an almost two times greater YoY increase in marketing ROI.
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