Emma is a 24-year-old Instagram influencer who feels at one with nature. To brighten up her living room, she regularly shops for plants. On Facebook, she comes across the company page of The Sill, where they offer plants via Facebook shopping. Emma has some doubts about purchasing her plants and decides to send The Sill a message via Messenger. Quickly she receives a reply and continues her purchasing process.
When taking care of her plant, she also has some questions, so she chooses Instagram to send the shop a DM. Thanks to The Sill's omnichannel approach, all platforms are integrated with each other, so service agents know about everything to help her along.