Definition
What Does Conversational Commerce Mean?
Conversational commerce is the use of chat, messaging, and conversational technology to help customers discover products, interact with businesses, and complete purchases.
Rather than treating shopping and communication as separate experiences, conversational commerce brings them together. A customer can describe what they need, ask questions about a product, receive recommendations, and proceed with an order through a conversation.
For example, a customer might say:
"I need a laptop for school, but my budget is ₦300,000."
Instead of searching through hundreds of products, the customer can receive relevant suggestions based on their needs.
Definition
What Is Chat Commerce?
Chat commerce is a form of conversational commerce that allows businesses to sell and interact with customers through chat-based communication.
Customers can use chat to:
- Discover products
- Ask questions
- Get recommendations
- Check availability
- Place orders
- Receive support
This creates a more interactive shopping experience, particularly for products where customers may need advice before making a purchase.
Context
What Is Text-Based Commerce?
Text-based commerce lets customers describe what they want in their own words instead of searching independently.
Text-based commerce refers to using written messages to support commercial activities such as product discovery, customer enquiries, recommendations, and ordering.
For example, a customer might message a business:
"Do you have white sneakers in size 42?"
The business can then respond with relevant products and help the customer continue with their purchase.
Unlike traditional e-commerce, where customers often have to find products independently, text-based commerce allows them to describe what they want in their own words.
Use cases
Text-Based Commerce Examples
Text-based commerce can be used in several ways, including:
-
Product discovery:
Customers describe what they need and receive relevant suggestions.
-
Product enquiries:
Customers can ask about pricing, availability, features, sizes, and other details.
-
Product recommendations:
Businesses or AI-powered tools can suggest products based on a customer's needs and preferences.
-
Conversational ordering:
Customers can interact with a business and begin or complete the ordering process through text.
-
Customer support:
Businesses can continue communicating with customers after a purchase to provide updates and assistance.
Technology
What Is Conversational Commerce AI?
Conversational commerce AI uses artificial intelligence to help businesses manage shopping-related conversations.
AI can understand customer requests, answer questions, recommend products, and help customers find what they need.
For example, a customer could say:
"I need a gift for someone who loves fitness, but I don't want to spend more than ₦50,000."
An AI-powered conversational system could use this information to suggest relevant products.
The key advantage is that customers can describe their needs naturally instead of having to search using specific product names or keywords.
Value
Why Is Conversational Commerce Important?
Conversational commerce can make online shopping more personal and convenient.
Customers can communicate what they need in their own words instead of navigating through complex menus or searching through large product catalogues. Businesses can also provide more relevant assistance and build stronger relationships with customers throughout the buying journey.
As artificial intelligence and messaging technologies continue to develop, conversations are likely to become an increasingly important part of how people discover and buy products online.
Channel
Conversational Commerce on WhatsApp
WhatsApp commerce
is one example of conversational commerce. It allows businesses to communicate with customers and support product discovery and purchases through WhatsApp.
Because WhatsApp is already widely used for everyday communication, it provides a familiar channel for businesses and customers to connect.
Read our complete guide to WhatsApp Commerce to learn more.