How to use instant messaging to improve your e-commerce

Can instant messaging revolutionize your e-commerce?

In my more than two decades in the world of digital marketing in Spain, I have seen dozens of trends pass by. However, few have been as long-lasting as the instant messagingAt Sintonai, I work every day with companies looking to stand out in an increasingly competitive environment. Let me share why instant messaging isn't just a fad, but a crucial tool for your ecommerce.

I remember a recent conversation with an online store manager: "Manuel, how can we connect better and faster with customers?" My response was clear: "Integrate instant messaging and you'll see the difference." In this article, I explain how to do it and the benefits you can achieve in the short and long term.

Why has instant messaging become essential in e-commerce?

Currently, 671% of online shoppers expect near real-time responses, according to Shopify data. instant messaging It shortens distances and eliminates barriers between store and user. At Sintonai, I've found that e-commerce sites that incorporate chat or WhatsApp increase their conversion rate by between 15% and 35%.

This channel allows for personalized and automated support, available 24/7. Imagine a fashion retailer that answers questions about sizes or shipping in seconds, guiding the purchase process without losing a sale due to unresolved issues. I've seen how, in sectors such as beauty and electronics, instant messaging reduces shopping cart abandonment by an average of 25%.

Furthermore, there's something increasingly important: trust. Accessible e-commerce conveys closeness. At Sintonai, we help small and large brands position themselves as leaders thanks to the fluid and rapid communication offered by instant messaging.

Keys to implementing instant messaging in your online store

The key question is never whether to incorporate instant messaging, but how to do it right. My advice is to start with an easy channel: a web chat, integrated with WhatsApp or Messenger. At Sintonai, I make this first step easier with a free trial of 500 web messages, allowing you to experience the real impact risk-free.

Effective implementation requires analyzing when and where to offer chat. You need to be where the customer needs it most: on the product page, during the checkout process, or in help sections. For example, an electronics store that launches a chat pop-up when it detects inactivity in the shopping cart recovers up to 20% of potential sales.

Intelligent automation is also important to consider. Chatbots can answer common questions and escalate support to a human only when necessary. At Sintonai, we design flows that combine efficiency and empathy, adjusting automated responses and personalizing the experience on each instant messaging channel.

Sintonai: How to Boost Ecommerce with Instant Messaging

From my position as CEO of Sintonai, I support companies in their digital transformation, optimizing their communication. Sintonai is an intelligent platform that integrates, centralizes, and automates your customer service. instant messaging, regardless of the size of your ecommerce.

For example, a Spanish youth fashion brand we partner with was able to reduce its response time on Instagram and WhatsApp to less than two minutes. Thanks to Sintonai, they increased their online sales by 32% during key campaigns, such as sales and Black Friday.

Our focus is on making testing and learning easier: we offer a free 500-message web trial so any online store can experience the before-and-after moments of connecting with their customers in real time.

Instant Messaging Trends: What's Coming in 2025

“Instant messaging will be the primary sales and support channel in e-commerce in less than two years,” states a recent eMarketer study. Integration with AI, data-driven personalization, and omnichannel are the major challenges we are already helping to overcome at Sintonai.

More and more users prefer texting rather than calling: by 2024, WhatsApp had surpassed 2 billion active users, and Telegram and Messenger are consolidating their audiences. instant messaging in remarketing or after-sales strategies can define your reputation for years to come.

At Sintonai, my team and I don't just provide technology; we help design the entire customer journey from first contact to loyalty, always under the umbrella of efficient and scalable instant messaging.

— Manuel Jurado, CEO of Sintonai