Square Releases “Growth of Mobile and Conversational Commerce Report” Alongside Advanced Features for Square Messages - Seite 2

With these findings in mind, Square continues to build advanced features for mobile commerce tools like Square Marketing, which offers SMS capabilities, and Square Messages, its conversational commerce platform with smart, AI-enabled capabilities. Through Square Messages, merchants are able to quickly and efficiently communicate with customers in a new, professional channel so they can better manage customer correspondences all in one place.

With more than 53M messages sent between sellers and buyers, Square Messages has seen a 3X increase in active merchants using the platform from the end of March 2021 to the end of August 2022. Square Messages has also proven to be a tool that works for merchants of any size and complexity as upmarket businesses represent nearly 20% of the active seller base.

Today, Square is announcing that within Square Messages, merchants have access to advanced AI messaging features. The first, Suggested Replies, saves sellers time by suggesting responses to a customer’s message, helping boost a buyer’s reply rate by 10%. Square Messages also launched Suggested Actions, giving businesses the ability to respond to buyers with one-click interactions, such as a prompt to send an invoice or payment link. To further bring customer correspondence into one place, which saves sellers time and increases sales, Square Messages recently integrated with social media platforms as well. Currently, 40% of inbound messages from social platform integrations are commerce-related, like inquiring about how to pick up an order or cost of services.

“Square Messages has become an essential part of our daily operations. It allows us to quickly correspond with customers regarding upcoming reservations, saving time and eliminating a lot of back and forth,” said JC Cutlip, Financial and Technical Services Director of Oasis Hot Tub Gardens, a multi-location business in greater Michigan. “Fewer and fewer people want to communicate verbally over the phone. Now, our staff can use Square Messages to quickly get a hold of customers, especially those of a demographic who prefer texting over a phone call.”

As Square Messages seamlessly integrates within Square’s ecosystem, merchants benefit from both lead generation and offering an exceptional customer experience by operating all within one platform. Additionally, Square Messages has helped businesses discover new tools within Square for a full suite of technology solutions. For example, 65% of sellers that used payment links in Square Messages were first time users of the feature.