How conversational commerce can help you convert customers

Conversational commerce basically refers to the connection between shopping and messaging.

It is a term first coined by Uber’s Chris Messina in 2015. It is achieved through platforms like Facebook and live chat applications that are “add-ons” to websites and online stores.

The rise in engagement via messaging is not only enhancing the shopping experience, but also promoting two-way real time online conversations that alleviate the need for phoning or emailing.

Research from Juniper highlights that instant messaging has now overtaken email as the preferred vehicle for personal and commercial conversations, with more than 1.4 billion consumers worldwide using mobile messaging apps.

That rise in some ways can be attributed to the consumer familiarity with apps like Facebook Messenger, WhatsApp, Talk, and WeChat.

Online shopping sites are encouraging consumers to engage using instant messaging for things like:

  • conversations with company representatives
  • customer support
  • product questions
  • personalised recommendations, and
  • click to purchase from the messaging app.

Some premium brands like Louis Vuitton are using Facebook Messenger as a live chat tool for customer service helping shoppers find products and more. We also can see that brands like Domain are integrating the Messenger chatbot into their marketing efforts.

Small business owners can take advantage of conversational commerce by installing a live chat facility on their website which is available for a relatively low cost.

There are a number of free live chat plug ins that can be added to WordPress websites.  Here are some examples.

You can sign up for a subscription to a live chat platform like Live Chat, with prices starting from $16 a month.

While live chat allows a new way to engage with customers it’s also important to  stay on top of interactions to ensure that you achieve the same consistency as face to face or voice contact.

Share the Post:

Find the Right Digital Solution for Your Business

Related Posts

Martin Rogers
Chief Executive Officer

Martin holds an extensive background and certification in Business, Marketing, and Strategy with over 20 years’ experience specialising in Strategic Thinking, Business Growth, Leadership and Team Development, across a number of industries. Martin utilises a collaborative leadership style and has a thirst for problem solving, understanding the latest trends and identifying the uniqueness that gives businesses their edge.

Mark McCrea
Chief Operations Officer

Mark McCrae stands out as a highly efficient Operations professional, known for his strategic oversight and management prowess within the corporate landscape. With years of experience under his belt, Mark has become synonymous with operational excellence, streamlining processes to enhance productivity and drive sustainable growth. Mark's forward-thinking approach and unwavering commitment to excellence have solidified his reputation as a cornerstone of operational success.

Razz Khan
Chief Marketing Officer

With over a decade of experience, Razz has a proven track record of driving growth and enhancing the digital footprint of various brands across multiple industries. His expertise spans across SEO, PPC, content marketing, social media strategies, and analytics. Razz is known for his innovative approaches to solving complex marketing challenges. Razz's passion for digital marketing, combined with his commitment to client success, makes him a valuable asset to any team looking to elevate their digital presence..

Greg Kay
Chief Commercial Officer

Greg has more than 25 years success in working with many for the development and implementation of growth strategies for businesses by building strong relationships through effective partnerships. Greg constantly strives for opportunities to have a positive influence in the personal and business lives of the people he works with.

Chris Wilborn
Contracts Manager And Advisor

Chris is a results-driven leader with a wealth of knowledge derived from his more than two decades in the NGO, corporate and government sectors. As a current business owner, from his prior work as a growth-minded CEO and a background working with disability organisations, Chris is deeply passionate about the NDIS, small business community and the central role they play in the fabric of our society.

Lindsay Munns

As a long term member of the Realise Business Board, Lindsay has temporarily stepped into this key role to facilitate the changeover of Chief Executive as part of our CEO succession strategy. Additionally he is busy leading the roll out of a major new Government contract that will take Realise Business up to the next level of its vital place in the NSW Small Business Advisory scene.

Marisa Barresi
Office / Client Coordinator
- Business Connect

Shanice Bangar
Events / Client Coordinator - Digital Solutions

Mona Bucog
Event Coordinator

Over the past 12 years, Mona has honed her skills in customer service, specializing in managing and addressing a wide range of customer needs. She’s dedicated to providing exceptional service and ensuring customer satisfaction. Her experiences have helped her develop skills that assist organizations in achieving their goals. Her ultimate aim is to help them focus on what they love, and she will take care of the rest!