How Social Commerce is Changing the Customer Experience

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Social networks have established themselves as an important part of people's lives. In this context, companies needed to revolutionize the way they relate to customers in order to meet consumer expectations. More than expanding your online presence and promoting relationships with customers, social networks have matured into a new channel for e-commerce. This is the Social Commerce phenomenon! In today's publication, we will discuss what Social Commerce is and its importance for brands. Follow What is Social Commerce? When the stages of a consumer's journey, ranging from learning about a product to purchasing, occur on social networks, we say that they are engaged in Social Commerce , or social commerce, in free translation into Portuguese. The possibilities for brands are vast: More than 1 billion people use Meta's messaging services – Instagram, Messenger, WhatsApp – each week to interact with business accounts, as the company recently reported. Monthly views of a company's product catalog on WhatsApp alone exceed 150 million. It's encouraging to see so many interested consumers.

Accenture estimates that by 2025, the global social commerce business is expected to be worth $1.2 trillion . By 2025, Millennials and the next generation are estimated to be responsible for more than 60% of all Social Commerce spending worldwide, driving significant growth in this sector. As a result of the pandemic, consumers of all ages are more comfortable using digital technologies and are spending more time on social media, including shopping. This provides strong tailwinds for the growth of Social Commerce in the post-pandemic economy. In the beginning, social networks were considered simply Industry Email List as promotional tools. But now, thanks to advances in app development, they can serve as a one-stop shop for product research, sales, and customer service. Therefore, social media has evolved into a platform where consumers can discover, interact and follow businesses, all from the convenience of their mobile devices. The new role of social networks Social media has replaced traditional storefronts in today's economy. The growth of Social Commerce presents companies with a new challenge and opportunity: replicating the experience in the online store, where consumers spend most of their time.



Mobile messaging apps are important in making this a reality. If Facebook, Twitter and Instagram are the new storefronts, contacting a brand using messaging apps like Messenger, WhatsApp and Instagram Direct Messages is the digital counterpart to physically visiting the store and asking a question. The customer journey becomes considerably more disjointed and decentralized as we shift from a web-centric experience to a social experience. Brands must strive to develop a seamless customer experience that takes into account all platforms through which consumers connect. All of this to simplify the customer journey across social and messaging touchpoints. To enable your business to be available at any time at scale via a messaging app to target these highly-intentioned buyers, businesses can equip themselves with conversational technology capabilities like ChatGuru chatbots . The advantages of Social Commerce Instead of just visiting a physical digital store, customers of companies with a digital presence can have one-on-one conversations with brand representatives on various social media platforms.