{"id":3548,"date":"2025-04-22T19:58:21","date_gmt":"2025-04-22T19:58:21","guid":{"rendered":"https:\/\/getleadster.com\/blog\/?p=3548"},"modified":"2025-04-22T19:58:21","modified_gmt":"2025-04-22T19:58:21","slug":"what-is-conversational-commerce","status":"publish","type":"post","link":"https:\/\/getleadster.com\/blog\/what-is-conversational-commerce\/","title":{"rendered":"What is Conversational Commerce? How to Do It?"},"content":{"rendered":"\n

With the advancement of AI and its practical applications, conversational commerce has shifted from being an abstract, “future” <\/strong>concept to a real possibility that you can implement today.<\/p>\n\n\n\n

Yes, today\u2014seriously. There are already tools\u2014 which we will analyze throughout this article\u2014specifically designed to track sales in a conversational way.<\/p>\n\n\n\n

The topic of today’s article is this: how exactly does conversational commerce happen? And how has it already been happening?<\/strong><\/p>\n\n\n\n

It\u2019s important to understand that despite the innovative nature of conversational commerce and the launch of new tools that make it easier, it has already been applied, even in simpler forms.<\/p>\n\n\n\n

To understand exactly what conversational commerce is, let\u2019s start by exploring where it is already taking place.<\/p>\n\n\n\n

Shall we begin?<\/p>\n\n\n\n

Understanding Conversational Commerce: How Is It Already Applied?<\/h2>\n\n\n\n
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If the name doesn\u2019t make much sense to you, conversational commerce is the practice of offering your customer or prospect the ability to be assisted via messages throughout their journey.<\/strong><\/p>\n\n\n\n

\ud83e\udd3f Dive deeper: Customer Journey: What It Is, How to Do It, and Examples<\/p>\n\n\n\n

In other words, it’s about being available for sales opportunities through immediate responses to any questions about the purchase process or the product.<\/p>\n\n\n\n

And in some cases, it means being proactive and actively pursuing sales through personalized messages sent to prospects according to their stage in the Marketing and Sales Funnel<\/a>.<\/p>\n\n\n\n

That is, conversational commerce is already a reality, but it is expanding.<\/strong><\/p>\n\n\n\n

How exactly this reality unfolds is what we will analyze in this section at the beginning of the article.<\/p>\n\n\n\n

Let\u2019s go:<\/p>\n\n\n\n

Email Marketing and Conversational Commerce<\/h3>\n\n\n\n

One of the main Inbound Marketing<\/a> strategies, especially for Lead Nurturing<\/a>, email marketing is probably one of the oldest conversational commerce strategies still in use.<\/p>\n\n\n\n

In e-commerce, email marketing operates on multiple fronts simultaneously, but it is most commonly used for abandoned cart recovery and customer re-engagement.<\/strong><\/p>\n\n\n\n

The abandoned cart email, in fact, is probably the oldest known conversational commerce strategy.<\/p>\n\n\n\n

Back in the early days of e-commerce, email was the only way to connect with customers outside of phone calls.<\/p>\n\n\n\n

The strategy works quite simply: by analyzing the primary cookies of your site, you can understand customer behavior.<\/p>\n\n\n\n

This allows you to identify leads who added products to their cart but did not complete the purchase. Knowing this, and ensuring that the person is a lead (having provided contact details), you can send an email.<\/p>\n\n\n\n

This is a very common Inbound strategy for e-commerce\u2014one that isn\u2019t always widely applied but delivers excellent results.<\/p>\n\n\n\n

Customer re-engagement is another common strategy: since the customer is already registered, you can analyze how long it has been since their last purchase and send an email with special offers.<\/p>\n\n\n\n

These strategies are classic and have been used for years in e-commerce, even long before social media.<\/p>\n\n\n\n

However, social media has introduced another dimension to conversational commerce, making it worth discussing further. Read on:<\/p>\n\n\n\n

Social Media and Conversational Commerce<\/h3>\n\n\n\n

Social media brings another layer to conversational commerce\u2014one that goes beyond simply “sending messages to prospects and leads.”<\/p>\n\n\n\n

The most basic role of social media in conversational commerce is customer service.<\/strong><\/p>\n\n\n\n

There are already specialized tools for organizing comments and direct messages, as well as for automatic replies.<\/p>\n\n\n\n

(We have an article with several platform recommendations for this purpose.)<\/p>\n\n\n\n

But social media expands the concept of social commerce in a much broader way. You can interact with individual customers through automation platforms, but also engage with your entire target audience through your posts.<\/p>\n\n\n\n

Creating a Reels video showcasing a product is also conversational commerce, though in a different form.<\/strong><\/p>\n\n\n\n

Doing an unboxing, a live promotion, a product comparison, and so on\u2014all of these qualify as conversational commerce since they use content and articles to present a product to your audience.<\/p>\n\n\n\n

Push Notifications and WhatsApp<\/h3>\n\n\n\n

Another common tactic in conversational commerce is using push notifications and WhatsApp at various stages of the customer\u2019s Buying Journey.<\/p>\n\n\n\n

Push notifications are SMS messages sent to leads already registered in your system. WhatsApp works similarly but changes the delivery platform.<\/p>\n\n\n\n

Generally, push notifications and WhatsApp strategies focus more on converted customers since they have already shared their contact information with your brand.<\/strong><\/p>\n\n\n\n

However, you can also generate leads through the other strategies we’ve discussed so far and use this contact database to enhance your push strategy.<\/p>\n\n\n\n

That said, these strategies often resemble advertisements more than conversations.<\/strong><\/p>\n\n\n\n

That\u2019s because, when sales-oriented, these notifications don\u2019t necessarily invite a conversation. In fact, conversation isn\u2019t even the goal.<\/p>\n\n\n\n

The use of instant messaging platforms, such as WhatsApp and Telegram, also plays a significant role in conversational commerce in another interesting way.<\/p>\n\n\n\n

Let\u2019s explore that in the next section:<\/p>\n\n\n\n

WhatsApp and Telegram Chatbots<\/h3>\n\n\n\n

Today, one of the most popular methods of implementing conversational commerce is through customer service chatbots.<\/p>\n\n\n\n

There is some debate about whether this strategy qualifies as conversational commerce. Remember: conversational commerce occurs when conversation is essential to the customer’s purchasing process, right?<\/p>\n\n\n\n

These chatbots are typically linked to menus where customers or prospects interact with the brand to seek support, check product prices, or even complete a purchase.<\/p>\n\n\n\n

So, we can indeed include WhatsApp and Telegram chatbots as part of conversational commerce since sales occur through conversation.<\/p>\n\n\n\n

However, it\u2019s not just sales that happen in this context. As we\u2019ve discussed, support, general information, and answering inquiries also take place through these channels.<\/p>\n\n\n\n

Those who argue that chatbots don\u2019t qualify as conversational commerce are ignoring key aspects of the Customer Journey.<\/strong><\/p>\n\n\n\n

Support is part of the post-sale<\/a> experience. Answering customer inquiries directly impacts sales.<\/p>\n\n\n\n

We have two tutorial-style articles explaining how to create customer service chatbots, each with three different methods. Check them out below:<\/p>\n\n\n\n

\u27a1\ufe0f How to Create a Telegram Chatbot? The Easy and Hard Way
<\/strong><\/a>\u27a1\ufe0f How to Create a WhatsApp Chatbot? 3 Methods + Examples<\/strong><\/a><\/p>\n\n\n\n

There are various ways to implement conversational commerce. The ones we\u2019ve covered so far are the most popular, but as you can see, they are part of other strategies.<\/p>\n\n\n\n

That\u2019s the biggest issue with how conversational commerce is typically executed today. It is a subject, not the entire discipline.<\/strong><\/p>\n\n\n\n

High-performance conversational commerce happens in more specific situations\u2014especially at the moment of sale.<\/p>\n\n\n\n

Let\u2019s discuss these points next. Follow along:<\/p>\n\n\n\n

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How to Implement Advanced Conversational Commerce?<\/h2>\n\n\n\n

Now that we understand that conversational commerce is a way to boost sales through close and useful customer interactions, let\u2019s explore its practical applications.<\/strong><\/p>\n\n\n\n

This fundamental principle will guide you in your conversational commerce experiences.<\/p>\n\n\n\n

What changes are the methods used to initiate these interactions.<\/p>\n\n\n\n

Today, conversational commerce can be divided into two broad categories:<\/strong><\/p>\n\n\n\n