Conversational Commerce: It’s time to chat

Conversational commerce presents a massive opportunity for the future of marketing and sales. Learn all about it and how easy it can be to get started.

The ways consumers shop online and interact with businesses are changing. With the use of smartphones transforming our world, online users want instant answers, and companies need to streamline their operations to tackle the challenge. It stands to reason why there’s been so much talk around conversational commerce.


What is conversational commerce?


In 2016, Chris Messina described it in an article as follows:

“Conversational commerce (as I see it) largely pertains to utilising chat, messaging, or other natural language interfaces (i.e. voice) to interact with people, brands, or services and bots that heretofore have had no real place in the bidirectional, asynchronous messaging context.

In principle, Conversational Commerce consists in the notion of facilitating sales with conversations. The concept has existed for as long as humans buy and sell, because trading has forever involved discussion; whether it’s in meetings with salesmen to discuss products, phoning companies to check stock or asking questions in person to assistants in shops.

For the world of ecommerce, communication has been a little different. Emails dominating the digital dialogue for years has meant that the conversation hasn’t exactly been real-time, but this is now quickly shifting.

With the rise of AI, voice assistants and instant messaging tools; real-time conversation has progressively become a core part of the online shopping experience – and live chat is assuming the protagonist role.

Live chat is the epitome of conversational commerce online. Asking questions is innately human; hence, when given the chance, online consumers jump at the opportunity to engage in chat and ask for help before completing a purchase.

The benefit for businesses is clear; engaging with visitors online is equivalent to assisting potential customers coming into a shop for help – a superb resource for closing a sale.

Live chat has the ability to shorten the sales funnel to a single conversation. Without the need for emails going back and forth, time-consuming Internet search, form submissions or other broken means of communication – a visitor who engages in conversation via live chat can immediately be assisted, qualified as a lead and turned into a customer.

When it comes to closing sales, time is of the essence – and with the power of real-time conversations, you can close deals in minutes. That’s the great opportunity. Live chat is allowing businesses to easily capitalise on instant messaging and increase sales, whilst enhancing support online and boosting customer engagement.

Asking questions is innately human; hence, when given the chance, online consumers jump at the opportunity to engage in chat and ask for help. #BusinessMessaging Click To Tweet

Getting on top of the game


Conversational commerce is here for the long haul, re-shaping customer interaction for the future. If you’re not giving your visitors and customers the chance to chat with you online, you’re missing out on a big opportunity.

Getting started with live chat is easy and it doesn’t have to cost you much. In fact, with Ibby, you can get started for free!


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