Retail e-commerce sales are projected to make up almost 14% of total retail sales by 2021, more than doubling its contribution since 2012 (6%). But what you might find surprising is that most customers are dissatisfied with the online shopping experience.
Shopkeep notes that one of the key reasons customers don’t purchase online is a long and exhausting checkout process. These are customers who WANT to buy your product but are turning away because it’s too hard to pay.
Taking a payment is an easy place to reduce friction in the buying process. The good news is there’s a solution.
Retailers using Salesforce Service Clouds’ Chat App (Live Agent) to create and manage relationships have the option to use a solution called Blackthorn Chat Payments.
How Payments in Salesforce Chat (Live Agent) works:
- When a customer wants to use a new card or update existing card information, agents send a pre-generated link created automatically on the customer’s record through the chat window conversation.
- Once the customer clicks on the link, a window appears to input card data.
- Card numbers are sent directly to payment gateways through secure APIs, meaning information is NOT stored in Salesforce or on other platforms. Dates, amounts, and payment status are stored on a related Transaction record.
Keeping customer data secure is a top priority for retailers. And Blackthorn is no stranger to the need; it’s the main reason for the creation of our PCI-compliant Chat Payments solution.
Help your customers get the right products at the right time by taking the “process” out of paying for products.
Want to learn more?