Conversational commerce is the term used to describe the convergence of retail and messaging apps.

This is a reference to the tendency of communicating with companies via chat and messaging services such as WeChat, WhatsApp, and Facebook Messenger. Alternatively, you can interact with technology through voice commands, such as the Google Assistant.

From within messaging apps, customers may read reviews, ask questions, get individualized recommendations, communicate with company representatives, and click to buy.

In conversational commerce, the customer converses with a chatbot, a human agent, or a combination of the two.

Businesses may answer customer care concerns, offer recommendations, generate wish lists, and engage with customers in real time by utilizing conversational AI chatbots.

The Rise Of Conversational Commerce

Message features are becoming more and more important to consumers for all types of communication, including business and personal. In fact, it’s predicted that by 2025, global spending on conversational commerce channels would amount to $290 billion. 

Customers are increasingly using chat to look for and choose goods and services, as well as to finish the purchase process, all without having to give a brand a call, send an email, or even visit their website. Everything takes place inside the messaging application.

What Are The Features Of Conversational Commerce?

These days, chat firms collaborate with brands to streamline the purchasing process for customers. For instance, Facebook Messenger and Uber have partnered to enable users to request an Uber driver without ever leaving the chat window of the messaging service. 

Through a partnership with Capital One, Amazon’s Echo, a voice-activated device, allows bank customers to check recent transactions, make payments, and find out their balance.

Conversational commerce is easier for customers, who can now obtain information and make purchases without switching between text conversations and websites because of messaging apps. It also gets you closer to receiving the same level of attention you might from a salesperson in-store. 

You can use product reviews to determine whether a new product would work for you when ordering online, but you can also use chat to ask for assistance comparing your alternatives; this is similar to the guidance you would get in-store.

The distance between prospect and purchase is shortened by lowering the number of information sources and steps consumers must consult.

Types Of Conversational Commerce


Chatbots are computer programs that mimic consumer discussions using artificial intelligence and natural language processing. Throughout the consumer journey, they are utilized to offer product recommendations, assist with customer service, and respond to inquiries.

Voice commerce

Customers can use speech-activated systems like Apple Siri, Google Home, and Amazon Alexa to make purchases using voice commerce, a type of conversational commerce.

Social messaging apps

E-commerce websites are using messaging apps like WeChat, Facebook Messenger, and WhatsApp more and more. These platforms allow users to buy products, ask questions, and get product recommendations. 

Text message marketing 

Businesses can deliver messages to clients via SMS by using text message marketing. Product promotion, discount offers, and customer support can all be done with these messages.

How To Start With Conversational Commerce

1. Choose A Conversational Commerce Platform 

There are numerous chat services available, such as WhatsApp and Facebook Messenger. Select a platform that works with your business strategy and that your clients are already using.

Approximately 70% of Inbox discussions are from buyers who are ready to buy, based on our data.

Use cases for Shopify Inbox are numerous: 

  • Activate chat and monitor outcomes with a smooth process in the Shopify admin.
  • Oversee chats from Messenger, Instagram, Shop, and online stores.
  • With the use of profile and shopping cart information, quickly learn who your consumers are.
  • Without exiting the chat, send discounts, cross-selling opportunities, product recommendations, and images.
  • Automate contact capture, greetings, and FAQs to help you and your customers save time. 

2. Define Your Conversational Commerce Strategy

Decide which channels your bot will operate on, the kinds of questions it will answer, and the language and tone it will employ. Describe your conversational commerce endeavors. 

Additionally, choose how your chatbot will work with your overall marketing and sales plan. Use your chatbot, for instance, to assist prospective customers with their orders at the register or to advertise sales and discounts.

3. Plan A Conversational Flow

Your chatbot uses conversational flow to communicate when a person isn’t present. 

Create a user-friendly flow that satisfies the demands of your clients. Your conversational commerce technology has a flow builder that you can use to outline the actions and queries your chatbot will pose at each point of contact with a consumer.

4. Train Your Chatbot

Over time, your chatbot’s conversational skills can be enhanced by utilizing artificial intelligence and machine learning. Add details about your goods and services as well as answers to often asked questions about your company. This will improve the intelligence and question-answering capabilities of your chatbot.

5. Test Your Conversational Commerce Solution Works

Make sure your chatbot functions by testing it before launching it. It should manage client orders and complaints, respond to inquiries, and offer pertinent information.

Make sure your chatbot delivers a satisfying user experience and pinpoint any areas that require improvement.

Important metrics to monitor are:

  • Conversion rates
  • Cart abandonment rates
  • Goal completion rates
  • Customer satisfaction scores
  • Average response time
  • Average conversation length


What Does Conversational Commerce Mean?

The term “conversational commerce” refers to the use of chatbots, messaging applications, and other automation technology to facilitate more natural communication between businesses and their customers. Without using conventional online or offline methods, it enables customers to communicate with businesses, ask inquiries, and complete purchases.

What Advantages Does Conversational Commerce Offer?

All things considered, conversational commerce benefits consumers by making shopping simpler and more convenient. It aims to improve the omnichannel shopping experience by allowing customers to engage with online retailers in a more conversational and natural way.

It also helps online retailers boost customer happiness and gives them access to useful customer data that can aid them with retention.

What Distinguishes Social Commerce From Conversational Commerce?

Conversational commerce is the practice of using chat apps to speed up client service and transactions.

Social commerce is the use of social media platforms to advertise products and services for sale.

Which Situations Illustrate Conversational Commerce?

  • Chatbots driven by AI
  • Assistants with voice 
  • WhatsApp apps 
  • Live conversation


Conversational commerce, is going to become popular in 2024, is a step forward in how companies interact with their clients. It’s a crucial tactic to satisfy growing client demands, provide outstanding customer experiences, and maintain competitiveness in the quick-paced digital market.

Moreover, if you are looking for an ecommerce development company that can help you create a mobile app then you should check out Appic Softwares. We have an experienced team of developers that can help you with all your requirements.

You can even hire dedicated developers from us and let them manage your store. So, what are you waiting for?

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