Social commerce refers to any user-generated content that influences the buying process. Examples include consumer reviews and recommendations, ‘Ask an Owner’ features and consumer conversations that happen online, over text and email, and on social networking sites.
Commerce has always been social, in the form of individuals making recommendations to their friends and family. Now these exchanges are happening across multiple channels and touchpoints, and even between trusted strangers.
That means you can engage with your consumers on an individual level, listening to their feedback and influencing their purchase decisions every step of the way.
Driving real results
Genuine consumer reviews and social content build trust, and trust increases sales and order values. Our customers experience an average sales uplift of 18% after implementing our review solutions and consumer conversation tools. Additionally, user-generated content increases traffic to your site by providing fresh, keyword-rich content that search engines love.
Engaging your customers
When you advertise you’re telling consumers what to think. In contrast, social commerce engages consumers directly with your brand and your brand advocates. Asking customers their opinion, through product and service reviews, enhances loyalty and it also reduces returns, as new customers have clearer expectations about what they’re buying.
Listening to consumers helps you improve your offering, your marketing and customer support, and to customise them on an individual level. We call this micro-segmentation and this level of social measurement enables personalised engagement with your customers, increasing customer satisfaction and turning buyers into loyal repeat customers.
Across all channels
Your customers are using multiple channels to gather information before they purchase: mobile apps and sites, desktop internet, social networks, showrooms and the high street. Social commerce is a vital ingredient of every touchpoint across every channel your customer chooses.
Conversations about your products and services are going on everywhere. With social commerce you can join the conversation, understand your customers and engage with them, while encouraging the dialogue across all channels.