Conversational commerce, a new way to shop?

Customer: Hi, I forgot my wife’s Birthday. Can you please send me options for diamond rings.Seller: Hi, Sure. Please take a look at these.

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Customer: I like number 3. Could you please tell me its price?

Seller: Sir, this ring costs Rs. 20,365. We give you the guarantee certificate for the diamond.

Customer: Ok. Please gift wrap it and send it to this address. Can you do it by tonight?

Seller: Yes sir, we can if you make the payment immediately on the below link.

Customer: I have made the payment.

Seller: Thank you, sir. Your product will reach you shortly.

Conversational commerce is simply using the messaging applications like WhatsApp or facebook messenger or even live chat apps on the e-commerce websites to interact with people, brands or companies. Which means you can sell online using the messaging apps. The whole idea of conversational commerce is to give business a personalized touch for the user. With conversational commerce, you don’t have to tap on the shopping applications to get your favorite product. Instead, you can just open your messaging app and order by having a casual conversation with the seller. The additional advantage is that you will know everything about the product just by having a casual conversation on your messaging app.

Why Is It A New Way To Shop?

When was the last time you shopped on an instant messaging application on your phone. Even WhatsApp, which is now owned by Facebook, removed its $1 annual fee to go completely free in anticipation of a conversational commerce future:

The Blog post on Whatsapp’s Blog read“Starting this year, we will test tools that allow you to use WhatsApp to communicate with businesses and organizations that you want to hear from. That could mean communicating with your bank about whether a recent transaction was fraudulent, or with an airline about a delayed flight. We all get these messages elsewhere today — through text messages and phone calls — so we want to test new tools to make this easier to do on WhatsApp while still giving you an experience without third-party ads and spam.”

January 4, 2016, article in Business Insider ( shows that messaging apps are bigger than social networks.

The big guns of the communication industry are looking forward to bringing a revolution in the e-commerce industry. So now you might just ping your favourite seller on WhatsApp or facebook messenger and shop for your favourite apparels or footwear after properly discussing the size and colour options with the seller.

There are e-commerce platforms like Shopify, Buildabazaar, Kartrocket and much more which offer eCommerce solutions. These platforms also offer live chat apps for the people who build their own e-commerce websites. For example, BuildaBazaar offers live chat applications like B’live chat apps or Shopify offers Shopkey chat app. By using such apps you can actually build a personalized level of communication between you and your potential customer.

Now let’s think of it from a customer’s point of view. A customer will feel relieved when he can personally ask questions about a product and then buy it. There are a lot of businesses who run just on the basis of Whatsapp or FaceBook. They add people who are interested in their products on their FaceBook or WhatsApp groups and then sell their products.

What are the advantages of it?

The biggest advantage of conversational commerce is that it is personalised. The consumers like to speak to the seller before investing their hard-earned money into a particular product. They expect the seller to reassure them about the authenticity and guarantee of the product and this can only be done via conversational commerce.The conversational commerce is a familiar interface. It has been around for thousands of years. People go to the shop, choose a product, bargain with the seller and buy it. That’s the basic protocol. It has just been replaced by digital messaging platforms like WhatsApp or Hike Messenger.

To take conversational commerce to a higher level, there are several different approaches to making a sale like texting, mobile applications, web chat, voice chats, etc.

Through conversational commerce, your company will be able to manage business-related interaction without having a third party vendor decide whether or not customers should get a product from your company.

It is very simple for you to start your own business or convert your own business to conversational commerce. Firstly do a small research about what type of conversation channels do your potential customers use. Secondly, find the provider who can fulfill your needs and you are good to go. Run a pilot and survey it amongst your present customers.

Conversational commerce is the way to go. It has a lot of potentials and is only set to grow in the coming years of business.
Source: SaaS GeeK


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