Conversational commerce

-> Conversational commerce is on the rise in beauty, from product sales to appointment booking.

Further illustrating the importance of omnichannel, conversational commerce — where sales and customer service are conducted via text or chat — is becoming an indispensable tool. Customers are responding, and when the right message is sent at the right time, they may buy items and book appointments.

31% of consumers say they bought products through text messages from personal care businesses. That number rises to 43% among Millennial and Gen Z consumers.

You can promote products and services through text with Square Messages and include a Square checkout link, allowing customers to purchase products right from your text.

53% of beauty businesses used automated technology to confirm appointments via text or chat prior to the pandemic, while 27% more started using this tech after the pandemic started.

1 in 5

customers booked appointments through text message or chat.

34%

of beauty businesses say they allow customers to book via text or chat.

"More communication is happening over messaging channels, and it’s important for business owners to manage client relationships on these channels as their business grows. Conversational commerce takes the hassle out of back-andforth communication, making scheduling appointments, product purchases, and customer service requests more seamless.”

Willem Ave
GM, Square Appointments

Tips

Automate where you can, using text and chat to handle customer service requests or booking.
Monitor engagement data to understand the most effective time to send texts to clients.
Use texts to promote deals, let customers know about appointment availability, or give customers additional information about their appointments, such as parking information.