<aside> 🛍️ Congrats on joining Paloma! Let's set up your messaging storefront. Below is a guide to everything from how to construct sales conversations, acquiring leads, and the customer experience settings to consider for these channels.

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Table of contents –

Getting started

When launching these storefronts, you'll need to:

  1. Think about how customers will get to this channel, and how you can customize their journey based on that context. For example, someone directly messaging your page, versus someone who has clicked on your ad, or responded to a Instagram story.
  2. Once your customer is in your messaging store, and you know they want to shop, think about how you would have a sales conversation with them if you could talk to them in-person. A good, consultative sales conversation is about understanding the customer, so you can a) route them to the right product, and/or b) help them understand why you're product is right for them
  3. Think about how you want to support customers who need help navigating, or have a support issue – whether that's in the same channel, or directing them somewhere else.

Selling in Messaging Channels

First we want to think about:

  1. What type of product do you sell?
  2. How many products do you sell?
  3. What type of person do you sell to?

There are a few key categories we find will impact how we build these experiences:

Few SKUs

Less SKUs means that your conversation will be less about what the customer should buy, and more about why to buy – or, why it's right for this customer.

This can be accomplished by asking about them, their lifestyle, routines, and sharing how you solve their problems throughout the conversation.

Lots of SKUs

Lots of SKUs means that your conversation can help a customer find what to buy, and the why to buy can be shared along the way.

This can be solved by asking about them, their style preferences, routines, use cases, and anything else, to then dynamically share the most relevant products.

High consideration products

Conversations need to more effectively support the customer in understanding why its right for them, while also giving them access to all of the unblockers like reviews, flexible payment solutions, ease of use or cancellation policy.