Beyond transactions: How omnichannel messaging enhances payment experiences

Personalised, omnichannel payment experiences are key to deepening loyalty, boosting retention, and exceeding customer expectations.

Today’s shoppers always demand speed, convenience, and personalisation. These expectations aren’t just reserved for swift, bespoke customer support. Thanks to the growing ubiquity of “on-demand” digital payment tools, consumers now expect their payment experiences to accommodate their unique needs and preferences.  

That is why it is no surprise that digital wallet transactions will surpass $16 trillion in 2028 or that the buy now pay later (BNPL) market will reach $167.58 billion by 2032. These statistics reflect customers’ growing demand for flexible, personalised payment processes. 

To attract, obtain, and retain more customers, brands must deliver hyper-personalised experiences at every touchpoint. These cumulative experiences significantly impact loyalty and customer acquisition, as 84% of consumers are more likely to recommend a business after a positive experience. This is especially true for billing and payment experiences since these often determine lasting customer opinions. 

Omnichannel communication enables businesses to meet high consumer expectations and wow them during the final acts of their purchasing journey. This strategy unifies multiple interactions into one cohesive experience and facilitates two-way conversations, making payments more personalised and streamlined.  

The shift from transactional to conversational  

Unified, personalised experiences ultimately influence a shopper’s final purchase decisions and loyalty, making the difference between more abandoned carts and more returning customers.   

As such, businesses are shifting from transactional messaging to conversational omnichannel engagements. Payment notifications, one-time passwords (OTPs), and alerts were necessary touchpoints to ensure secure and smooth transactions. While these transactional messages played a crucial role in keeping customers informed and safe, they now lack the personal touch modern consumers crave. 

Conversational omnichannel messaging allows customers to engage in real-time with their favourite brands, ask questions, resolve issues, and receive instant support across multiple platforms. Whether a customer service agent offers assistance via WhatsApp or a chatbot proactively provides a discount on the next purchase, these interactions bring a humanised element to payments. With 63% of customers expecting personalised engagements and offers based on their purchasing history, tailored interactions can foster deeper trust, boost loyalty, and increase retention.  

Exceed customer expectations with embedded messaging tools 

Meeting consumer expectations is not enough anymore. One in four shoppers will take their business elsewhere if a company merely “satisfies” them. Customers want brands to go above and beyond, especially at checkout.  

Brands can accomplish this with embedded messaging tools. These software solutions integrate messaging functionalities directly into customer relationship management (CRM) systems and payment platforms, supporting personalised, real-time communication.   

For example, a customer can instantly connect with a live support agent or chatbot for assistance, whether they’re facing a technical issue, have a question about billing, or need help with a payment method. This reduces frustration and eliminates the need for customers to search for contact details or navigate through multiple systems. 

Embedded messaging lets businesses capture valuable customer feedback in real time, allowing them to address concerns immediately and refine future customer service strategies. 

Real-world examples of omnichannel payment experiences 

Three ways brands can leverage omnichannel communication and embedded messaging tools to elevate the payment experience include: 

1. Billing reminders: With embedded messaging, businesses can reach customers on their preferred communication channels to send timely and relevant billing reminders. By offering these reminders across multiple channels, brands ensure higher engagement rates and reduce the likelihood of missed payments.  
2. Payment confirmations: Embedded messaging tools allow businesses to provide instant and comprehensive payment confirmations, enhancing customer trust and transparency. After a customer completes a payment for an online purchase, they might receive a message from a chatbot with a brief payment confirmation and order number. Brands can also send a WhatsApp message containing a detailed receipt, order summary, and shipping details. This multi-channel approach reassures customers that their transactions have been successfully processed and gives them access to critical information in a format that suits their preferences. 
3. Dispute resolution: Handling disputes efficiently and transparently is critical for maintaining strong customer relationships. Embedded messaging allows businesses to provide timely, personalised resolutions across multiple platforms. If a customer files a payment dispute, companies can send an immediate acknowledgement via SMS, directing them to a dedicated support channel on live chat or through social media for further assistance. By using a range of channels, brands can care for customers in real time and ensure they feel heard, informed, and supported throughout the dispute process. 

Deepen loyalty and improve retention with personalised payment experiences 

By enhancing the payment experience with personalised, two-way engagements, brands can exceed customer expectations, deepen loyalty, and improve retention. 

Embedded messaging tools can elevate payment processes with streamlined communication flows, real-time support, and enhanced CX.