EP 48: The Rise of Conversational Commerce: Turning Email & SMS into Two Way Channels

Most brands still treat email and SMS like broadcast tools. They send promotions, track clicks, and hope for the best. But the smartest operators are shifting to conversational commerce, where every message invites a response, every reply provides insight, and every interaction strengthens the customer relationship.In this episode of Send It!, Jimmy Kim and Chase Dimond share the frameworks top ecommerce brands are using to transform email and SMS into high-performing, two-way channels. From reply-driven email campaigns to consultative SMS flows and integrated customer service, they break down how to build conversations that lead to higher engagement, more conversions, and stronger retention.EP 48: The Rise of Conversational Commerce: Turning Email & SMS into Two Way ChannelsHere's what we're diving into:- Reply-driven emails that spark genuine customer dialogue and insights- SMS flows that drive engagement and sales through natural back-and-forth- Integrating customer service directly into email and SMS- Using conversational feedback loops to build community and loyalty- Turning consultative conversations into higher conversions and repeat purchasesThank you our friends at Omnisend, Kintsugi and eCom Email Certified for sponsoring the podcast!Omnisend is an all in one eCommerce email and SMS marketing automation platform that enables marketers to engage customers and drive sales through personalized experiences. https://eemtrk.com/omnisend-senditKintsugi is an AI platform that monitors, files, and optimizes sales tax for you with a 98.3% reduction in errors. Mention Chase and Jimmy to receive your first three months free! https://eemtrk.com/sendit-kintsugieCom Email Certified is a hands-on, results-driven program with a step-by-step guide to mastering retention marketing and driving serious results. Access over 25 hours of learnings and become a certified email & SMS marketer. Use code: SENDIT! for $300 OFF https://eemtrk.com/eec-senditJoin Chase, Jimmy and 500+ eCom marketers and operators at Commerce Roundtable San Diego this September! Featuring keynote speakers like Gary Vee, Ezra Firestone, Taylor Holiday and more. Secure your spot before it sells out a third year in a row! Use code SEND IT for 25% off https://eemtrk.com/sendit-crsd-25 ______00:00 Introduction to Conversational Commerce03:40 Strategy 1: Reply-Driven Email Campaigns09:46 Strategy 2: Building SMS Conversational Flows17:10 Strategy 3: Integrating Customer Support into Email and SMS23:43 Strategy 4: Building Relationships Through Support24:54 Strategy 5: Collecting Feedback and Building Community30:47 Strategy 6: Optimizing Sales Conversations38:46 Summary and Key Takeaways______Enjoying the pod? Subscribe to The eCom Email Marketer Newsletter for your weekly dose of retention strategy, actionable insights, & exclusive industry news! http://ecomemailmarketer.com/______Follow Jimmy & Chase on social!Follow Jimmy Kim at: https://x.com/yojimmykimhttps://www.linkedin.com/in/yojimmykim/https://www.instagram.com/yojimmykim/https://www.tiktok.com/@yojimmykim Follow Chase Dimond at: https://x.com/ecomchasedimondhttps://www.linkedin.com/in/chasedimond/https://www.instagram.com/chasehunterdimond/https://www.tiktok.com/@chasehunterdimondContact us at [email protected] for sponsorships, appearance requests, interviews, or general information!