In this article, we discussed the meaning of conversational commerce, the examples, branches, we also talked about the benefits of conversational commerce.
Definition
Conversational commerce is a way for customers to interact with brands and make purchases through messaging apps, chatbots, voice assistants, and other conversational technologies.
Conversational commerce is the empowerment of consumers to make shopping decisions, purchases and transactions through messaging apps and other conversational technology. Conversational services and technology have transformed the way people shop.
The Examples of Conversational Commerce
Here are some examples of conversational commerce:
Chatbots
Chatbots can help customers select products, place orders, and get personalized support. For example, a pizza emoji can be texted to order a pizza.
Live chat
Live chat agents can help customers find products and make recommendations based on their preferences.
Social media messaging
Customers can connect with businesses on social media platforms like Facebook Messenger, Instagram, Twitter, and WhatsApp. For example, a ride can be requested from Uber through Facebook Messenger.
Voice commands
Customers can add items to an online shopping cart using voice commands.
Food delivery
Restaurants and food delivery services can use chatbots and messaging apps to take orders, provide menu
Branches of Conventional commerce
The main branches of commerce are:
Trade: The exchange of goods and services between businesses, nations, or retailers and customers
Transport: The movement of goods and services across a region
Warehousing: A branch of commerce
Insurance: A branch of commerce
Banking: A branch of commerce
Advertising: A branch of commerce
Benefits of Conventional Commerce
Improve customer service:
Conversational commerce allows your brand to answer customers’ pressing questions quickly and easily in a single, intuitive interaction. This is especially useful for high-touch products — think home appliances or other big-ticket items — that often require more consideration before purchase.
Boost customer loyalty and retention:
Conversational commerce and the improvements it can make to your customer service initiatives — has the potential to build and strengthen customer relationships. A whopping 94% of shoppers Opens in a new window say that good customer service makes them more likely to buy from a brand again. With convenience and ease of use, conversational commerce contributes to positive experiences, which encourage repeat purchases and build loyalty. Instant responses, personalized recommendations, and service experiences that feel human signal to customers that they are heard and valued.
Reduce support-related costs and increase revenue:
Conversational commerce powered by AI can free up valuable time for your service and sales reps to focus on more complex tasks that move your business forward. By empowering sales and service reps with embedded commerce apps like Pay Now links and the ability to place orders on behalf of customers you can transform your service center into a revenue generator.
Differentiate your business:
Ecommerce is more than a digital shopfront; it’s no longer enough to depend on one channel to influence sales. Customers want the ability to interact and transact on their terms. More and more, this means through messaging apps and direct messages on social media. Conversational commerce is an extension of your brand and allows you to communicate with customers in a deeper, more meaningful way. By making it easy for shoppers to connect with your business in a way that feels natural, you give customers more power over their experience and elevate your brand above the competition.
Conclusion
conversational commerce is about building meaningful, personalized connections with customers. It combines the convenience of digital communication with the warmth of natural, human language, allowing businesses to grow sales and foster long-term loyalty.