What is Conversational Commerce?

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It was Uber’s Chris Messina, in  Medium article, who first used the term “conversational commerce” . Messina drew attention to the growing practice of using chat apps to sell items and services. So this strategy – also called “chat commerce” or “conversational marketing” – turned out to be very powerful . Using messaging apps, customers can chat with customer service staff , get support , ask questions, receive personalized suggestions , read reviews, and click to buy the product they are interested in. As technology advances , the possibilities become increasingly interesting. A human representative, a chatbot , or a combination of both interacts with the customer through conversational commerce. Chat bots, which enable businesses to automate customer service and marketing communications via text message, are becoming increasingly common. This software is based on conversational commerce to allow consumers to shop from their favorite brands without having to leave the chat application they already use.

Chatbots can be configured to act at a number of points in the customer journey , from capturing leads, to sending order confirmations and updating order status, to after-sales support. All through messaging apps like WhatsApp. At a more advanced level, Amazon's Echo, for example, is a device that communicates with companies through voice commands. In short, “conversational commerce” means that personalized, friendly and agile contact with customers is all that is Industry Email List needed to move them through the sales funnel quickly and easily. Experience Enhancement The website and messaging apps can be complementary to the customer experience. By reading reviews on the website, consumers can get an idea of the suitability of a product for their needs and, using chat, they can get assistance and ask questions , just as they would in a physical store. In practice, customers are one step closer to the attention they can receive from a salesperson in the store.



Thanks to conversational commerce, eCommerce stores have the opportunity to communicate with customers at every stage of the customer experience. In contrast to pushy pop-ups and banners, this type of marketing allows you to create stronger connections with your potential customers by opening a two-way discussion with them. At each stage of the customer journey , you can use conversational commerce tools and methods to interact with your consumers, enhance their experience, and turn each encounter into a long-term connection. Now, let's look at how your business can meet your customers during each step of the customer journey: 1. Awareness The customer is in the Awareness phase when they discover they have a problem. Starting to investigate the issue, he comes across his mark. In the first step of the funnel, your company has the challenge of increasing this consumer's awareness . If customers don't know about your brand, they won't be able to buy from you, even if your solutions are the best for them.