Heyday by Hootsuite launches Instagram Direct Messages and Facebook Messenger integrations on Shopify. These new integrations aim to enable merchants to sell more products on Shopify and offer their customers immediate support on the most popular social networks.
Heyday by Hootsuite*, the leading conversational AI platform, integrated Instagram Direct Messages and Facebook Messenger into its Shopify chatbot app for e-commerce, thereby creating new opportunities for merchants to connect with their customers. According to Hootsuite's July 2022 Digital Report update, three quarters (75 %) Internet users aged 16 to 64 use social networks to find brands, services or products. In the current context of digital primacy, consumers are more demanding of the businesses they interact with online : they are looking to engage directly with brands and receive real-time customer service via social messaging. This integration will take merchants to the next level by providing access to powerful conversational AI capabilities across these social messaging platforms — ensuring chats work 24/7, all year round, to sell products and answer questions in real time at any time of the day.
The app integrates with web chat and emails
As more merchants on Shopify scramble to capture the attention of digital shoppers, offering immediate and personalized experiences on the social networks they frequent is essential to remain competitive. The chat application, initially launched in November 2020, integrates with web chat and emails, centralizing each message in a unified inbox. Using automation to guide customers towards their first purchase had a favorable impact on e-commerce sales for Heyday customers, following the example of Rose Buddha, based in Montreal. After implementing Heyday for Shopify in 2021, the company has seen a 95% satisfaction rate among its customers when shopping online. “The fact that Heyday integrates with Instagram and Facebook Messenger means we can get a complete overview of all the questions our customers ask.”, explains Jennifer Pellettier, Director of Operations at Rose Buddha. “This means providing better service to our customer, and it will be a great addition to our business. »
A key factor in increasing e-commerce conversions
Social networks that customers use the most : Instagram and Facebook Messenger. “This will be a significant game-changer in empowering brands to leverage automation to connect with their customers and build stronger relationships with them, And this, very cost-effectively”, believes Steve Desjarlais, co-founder and vice president of conversational AI at Heyday by Hootsuite. “Shopify research has shown that customers are nearly 70% more likely to make a purchase from a company that responds to their chat request within minutes.”, recalls Ellen Dunne, Senior Product Lead for Messaging chez Shopify. “This immediacy, combined with in-depth conversations with customers, proven to be a key factor in increasing ecommerce conversions for Shopify merchants. We know that customers who initiate a chat are extremely motivated, and marketers can capitalize on this to make the first sale and start building a lasting customer relationship. »
* Hootsuite is a powerful social media management tool.
