The Ins and Outs of Conversational Commerce

If you are looking to implement conversational commerce into your business, we have got you covered.

Chris Messina coined the term conversational commerce. It is defined as selling products and services over various chat applications. You can think of it as being the culmination of messaging and eCommerce technology. This strategy allows brands to redirect consumers through the entire marketing and sales funnel. It helps create customized interactions.

What Is Conversational Commerce?

Conversational commerce is an omni-channel communication method. In which brands can easily interact with their customer base. Online retailers can use this technique. It helps convert prospective clients to repeat customers. It allows companies to sell their products or services directly to consumers. 

When it comes to conveying the message, marketing channels are necessary. It ranges from chat to voice assistants such as Alexa or Siri. The purpose of such mediums is to personalize communication and help build relationships. This measure leaves clients with a positive shopping experience. Enabling them to come back for more.  

Objectives of Conversational Commerce

The primary goals of conversational commerce are:

  • It ensures that customers feel they are properly assisted through the buying process.
  • It helps move consumers through the purchase funnel. Reminding them of notifications via direct chat. 
  • Conversational commerce introduces customers to products they were otherwise unaware of.
  • It provides additional support and recommendations after the sale has been completed.

Customers and businesses can mutually benefit from this type of technique. Chatting with an agent can help improve information on products and services. Agents can answer queries and aid in the development of a relationship. It can help improve sales metrics which helps improve brand confidence. Clients will keep coming back to your store to shop for goodies.

How Does Conversational Commerce Work?


The first phase of the journey occurs when a customer recognizes that they have a need for a product or service. Customers would browse the online world to look for a store that would meet their needs. In the process, they will discover your company.  and may either seek to connect or require your inquiry as a business directly.

Building a relationship with customers and improving brand recognition is essential. Shoppers prefer to buy products from companies familiar to them. Getting ahead of this will improve familiarity and provide a better experience. If you have 1-on-1 dialogue with consumers, it can help skyrocket your brand’s conversion rate


Once the customer has decided on what product or service they need. A process will begin where customers seek information to determine the best solution. Conversational commerce allows brands to answer prospective clients’ specific questions. It opens a gate for concerns, providing them with the required information. 

It increases the possibility that consumers will consider your brand over competitors. A seamless connection can be formed using chat apps on smart devices. It includes mobile phones and tablets. 


Now it’s time for customers to decide and evaluate options. Based on elements such as price, quality, performance and trust. Brands should communicate with consumers directly at this stage. 

This can help improve the loyalty of customers. Loyalty brings opportunities for expansion, such as an increase in sales. This technique adds legitimacy and value to your offerings. 


Once the decision is made, brands must ensure consumers buy the items they have added to their carts. Make sure you offer prospective customers easy payment options and reduced shipping fees. 

This measure would help ensure that the cart abandonment rate gets reduced. To build confidence, you must remind your customers about the product. This can happen through a simple text message. Agents can talk to consumers through the buying process. It would help them complete the purchase. 


Buyer’s remorse is a real concern and can impact your brand’s trustworthiness and visibility. Ensure that you instill confidence in your brand through communication with customers. It can improve brand satisfaction and lead to an increase in loyalty. 

This can be done through good reviews and personal testimonials. Conversational commerce allows you to align customer needs and brand objectives. Retaining an existing customer is less costly than acquiring new ones. 

Types of Conversational Commerce

Live Chat

For e-Commerce brands, live chat is one of the most popular communication channels. It’s easy to use and lets consumers get answers immediately through the retailer’s website. This feature gives brands a huge advantage over email or phone. 

Live chat enables one agent to chat with two or even three customers simultaneously. Through this measure, brands can reduce the wait time. It also helps boost customers’ satisfaction levels. 

You can use live chat apps to proactively engage with customers who visit your website. It helps you connect with customers who are shy and who otherwise wouldn’t ask for your help. Agents can guide the customer on your website and offer personalized recommendations. This helps users choose the right product. 

Voice Assistants

Voice assistant is a type of software that is activated by voice commands. It answers users’ questions and concerns. This includes Google Assistant, Alexa, Cortana, or Siri. Customers love them because they are convenient and engaging and let them multitask.

The growing popularity of voice assistants encourages brands to use them. Voice assistants can be utilized in marketing and customer service strategies. Voice assistants can offer fast answers or direct searchers to your website. This helps you to increase your brand awareness. 

Some voice assistants can recognize a user’s voice. This function is especially useful when multiple users are sharing one device. Voice assistants can learn about a particular user’s interests and recommend solutions. 

Aligning with the users’ previous buying choices. Marketers can use this opportunity to create personalized voice ads. This can be used to build greater intimacy with customers. 

Future of Conversational Commerce

In the future, conversational commerce will blur the lines. Between consumer and business interactions. Messaging platforms will collaborate with popular companies. This measure will enhance the accessibility and scalability of their offerings. Through this technique, businesses would reduce the number of steps involved. It helps convert prospective buyers. This measure will aid brands in improving their conversion rate. It would provide consumers with seamless access to customer support. Instant and accurate resolutions on their handheld devices. 

Featured Image: GETVOIP

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