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Chat commerce, or also known as conversational commerce, is rapidly changing the way businesses interact with customers. With the proliferation of messaging apps like WhatsApp, Facebook Messenger, Instagram Direct Messages, brands can now offered a solution to communicate with customers at a more personal level at scale. Through direct chat interactions, brands are able to more effectively offer more personalized engagement experiences across different social and messaging platforms. According to recent surveys, over 2 billion people now use messaging apps worldwide. This massive user base presents a huge opportunity for businesses to connect with customers in a more personal and engaging manner. 

In this post, we’ll explore how chat commerce helps boost conversions and sales for businesses.


How Chat Commerce Works

Chat commerce involves brands interacting with customers via chat interfaces like messaging apps and website chatbots. Some key ways chat is implemented for commerce include:

  • Messaging apps: Customers can message brands on platforms like WhatsApp to browse products, make purchases, and get support.
  • Chatbots on websites: Bots provide instant answers to common questions and guide visitors towards making purchases. 
  • In-app messaging: Retail apps allow shoppers to live chat with support agents to answer questions.
  • Social commerce bots: Bots on platforms like Facebook Messenger allow brands to showcase products and enable buying.

With chat commerce, the entire shopping experience from discovery to purchase and support happens via conversational interfaces.

Here are some key ways chat commerce helps improve conversions:

  • 24/7 availability: Bots and live chat ensure customers get instant responses any time. This boosts conversion rates.
  • Personalized engagement: Chat allows customized interactions based on individual user data and history. Personalized experiences drive sales.
  • Reduced friction: Chat reduces steps and friction in the buying process. Customers can make purchases faster.
  • Rich communication: Chat supports images, videos, gifs, etc. Visual content improves engagement and decision making.
  • Instant answers: Whether it’s product questions or queries about shipping, chat provides quick resolutions. This increases confidence and conversions.
  • Seamless transitions: Chat allows moving conversations seamlessly between bots and live agents. This assists at different stages of the sales process.


Driving More Sales with Chat Commerce

Additionally, chat commerce also provides positive the below sales advantages:

  • Upselling and cross-selling: Chat agents can recommend additional products or upgrades based on purchase history.
  • Promotions: Time-bound promotions shared through chat drives impulse purchases. 
  • Cart abandonment recovery: Using chat to engage visitors who abandon carts can capture lost sales.
  • Geo-targeted campaigns: Location-specific offers sent via chat help acquisition across markets.
  • Hyper-personalization: Using chat data to understand preferences and intent allows highly relevant communication. This directly improves sales.
  • Faster problem resolution: Chat enables real-time support and quicker complaint resolution. Happy customers drive repeat purchases.

The personalized, quick, and rich customer engagement provided by chat commerce allows brands to drive more conversions and sales. As more commerce shifts online, chat will emerge as the ideal medium for businesses to connect with customers. With the right strategy, chat can dramatically improve sales performance for brands across industries.