Clickatell is a leader in mobile communications, Chat Commerce and collaboration with senior executives in the CCaaS, CPaaS and Digital Commerce sectors to predict the most important trends for 2022.
All three sectors are being consolidated in a new sector called Chat Commerce, according to responses.
The digital transformation efforts of the pandemic have been intensified, leading to a multibillion-dollar Chat Commerce market.
Consumers now live in chat apps. Brands are moving beyond email and desktop websites and leveraging business messaging to connect with customers for support, engagement and payments.
“Chat Commerce” is the third wave digital commerce following eCommerce and mobile commerce,” said Pieter de Villiers CEO and Co-Founder, Clickatell.
Due to COVID-19’s acceleration of digital commerce adoption and businesses rapidly tracking their digital transformation to meet consumer needs, we can expect a higher demand and deployment of Chat Commerce services.
CMO Council reports Chat Commerce Resource Centre Instant Interaction Driving Business Traction that Chat Commerce has been one of the fastest-growing global phenomena.
This channel has a greater impact on engagement than any other. Chat Commerce offers a vast market opportunity, which brands have just begun to realize.
Clickatell’s 2022 predictions are based on market and proprietary research as well as conversations with industry leaders.
Consumers will be able to connect directly with brands via chat apps, instead of calling call centers and downloading new apps.
Chat Commerce makes it easy for consumers to contact brands from anywhere, anytime.
To upgrade his seat via chat, a consumer might connect to the airline using his address book.
A consumer may place an online order and make payment immediately using a credit card or their airline rewards card. They can also use the chat app to communicate with family and friends while they wait to board.
Clickatell customer Eswee vorster, Executive Manager at FlySafair and CIO, stated, , “I think chat could be a gamechanger for our company going forward.”
It is an opportunity for us to better understand our customers and to gain valuable data. I’m excited for the future and how we can better connect with our customers.
Consumers of all generations will continue to use chat to manage their lives and communicate with one another, regardless of whether they are Gen Z or millennials. Brands will invest in chat channels to help their customers.
Brett StClair was Co-Founder, Chief Evangelist Officer at TeraFlow. He is also a member Clickatell’s Insight Circle.
“Understanding the customer’s journey down into microdata points is where meaningful improvements are possible.”
By analyzing the data contained within each company, companies can find the microdata necessary to build extraordinary customer journeys.
Why would brands miss the opportunity to offer their customers a more personal experience by creating customer journeys that are so personalized? “Chasing chat is the first step towards a successful customer service strategy.”
Brands can add personal, targeted and relevant communications to their checkout experience. Chat Commerce allows for buying, selling, and paying through more personal interactions between merchants and consumers, with chatbot-powered, automated interactions.
Alec Wright is the Chief Product Officer of OneValley. Clickatell’s Insight Circle featured him.
Each brand will operate as a bank to offer financial services. “I believe that the next five years will see the banking infrastructure and payments infrastructure becoming as simple and user-friendly today as it is for food delivery.”
Gartner recently reported that Clickatell was a “Who’s who in CPaaS payment and how they are going about doing it” and said, “Currently there is a small number of CPaaS suppliers that offer the payment capability.”