As customer expectations shift toward “instant” communication, your business’s inbox is no longer just for support – it’s your newest shop-front.

In this updated session, Emma Watson dives into how small businesses are moving beyond basic chat to close real sales on the apps customers use every day.

Whether you’re a retailer, maker or service provider, you’ll learn how to transform a “how much is this?” query into a “payment received” notification – all from your smartphone.

Topics covered in this session:

• Why messaging matters: Why customers prefer messaging over email and how to capitalise on it
• The art of the soft sell: Techniques to recommend products naturally within a conversation
• Taking orders in-app: Practical workflows for capturing order details and sending secure payment links
• Efficiency hacks: How to use catalogues, quick replies and templates to manage 10 times the enquiries in half the time
• Trust and personalisation: Delivering concierge-level service that builds lifelong loyalty