• Safwan AMM
  • 01 September, 2025

Social Commerce in Srilanka

Social Commerce in Sri Lanka: Why Attention and Trust Win Customers

Imagine this: You’re scrolling through Instagram, and suddenly you spot a limited-time discount on a product you’ve been eyeing. The price looks right, reviews from other Sri Lankans pop up below, and within a few taps — you’ve made the purchase.

This is the power of social commerce.

In today’s digital world, attention is money. Deals, discounts, and authentic brand engagement are the magnets that attract customers. But here’s the catch — if shoppers face even two bad experiences, most of them will never return.

A recent study by Emplifi revealed that 70% of customers leave a brand after just two negative interactions. For businesses in Sri Lanka, where competition on platforms like Facebook, TikTok, and Instagram is intense, this is a big wake-up call.

Why Customers Stick (or Leave)

According to Susan Ganeshan, CMO of Emplifi, three things drive today’s shoppers:

  • Speed – People expect quick replies, sometimes within minutes.
  • Trust – They want real proof, not just glossy ads.
  • Value – Deals, perks, and useful content make them feel connected.

Think about it. When a customer comments on your page or sends a DM, it’s not just a message — it’s a public test of your brand’s reputation. Slow responses or copy-paste answers can make your business look careless.

From Browsing to Buying on Social Media

Today, social media isn’t just for discovering brands. Customers want to:

✔️ Discover products
✔️ Compare with reviews
✔️ Buy instantly
✔️ Get customer service — all on the same platform

For example, in Sri Lanka, buyers now expect to:

  • See TikTok reviews before buying makeup
  • Join WhatsApp groups for flash sales
  • Get instant Messenger replies from clothing stores

Best Practices for Social Commerce in Sri Lanka

So how do brands win loyalty in this crowded space?

  1. Be Fast and Thoughtful

  • Reply within an hour. Don’t just say “Noted.” Show empathy. Example: “Hi Nimal, sorry for the delay in your delivery. We’re checking with our courier now.”

  2. Stay Consistent

  • Don’t post only during Avurudu or Christmas sales. Share daily content — mix educational, entertaining, and value-driven posts.

  3. Use UGC (User-Generated Content)

  • Sri Lankan shoppers trust real people more than influencers. Share customer photos, tag them, and highlight their stories.

  4. Leverage Deals & Promotions

Emplifi’s study shows:

  • 60% buy because of discounts
  • Gen Z and millennials love flash sales
  • Baby boomers respond to short, clear video offers

In Sri Lanka, time-sensitive deals like “Only 24 Hours Left!” or “First 100 Customers Only” perform especially well.

  5. Add AI & Social Listening

  • AI tools can help you monitor what people say about your brand and reply faster. Even small Sri Lankan businesses can use free tools to track mentions, reviews, and trends.

Why Deals Work (But Aren’t Enough)

Yes, discounts bring people in — but authenticity keeps them around.

Customers also want:

  • Behind-the-scenes content – how products are made, who’s behind the brand
  • Exclusive perks – early access to sales, VIP WhatsApp groups, members-only discounts
  • Video content – short clips for boomers, fun TikToks for Gen Z, how-to tutorials for everyone

In Sri Lanka, live-streaming sales on Facebook and TikTok have exploded. Customers don’t just want the deal — they want the experience of being part of a community.

The Future of Social Commerce in Sri Lanka

The next chapter of social commerce is clear:

  • AI-powered personalization (custom deals based on browsing history)
  • In-app checkout (buy directly on Instagram/TikTok without leaving)
  • Community-driven loyalty (referral programs, brand ambassadors, WhatsApp VIP clubs)

For Sri Lankan businesses, the message is simple: don’t just sell, connect. Build relationships, reply fast, and give customers value that lasts beyond the discount.

✨ Final Thought:
In social commerce, there’s no single magic trick. But when speed, trust, and value come together — brands in Sri Lanka can build communities that don’t just buy once, but keep coming back.

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