From Ecommerce To Conversational Commerce

Ecommerce has been around for some time now. Over the years, it gained immense popularity due to the ease that it provides in selling and buying products online without the need for brick and mortar stores.

However, things in this industry change very fast, with new trends continually emerging. The infographic below, shows what these trends are and presents dozens of case studies which show the current balance between ecommerce and brick and mortar shopping.

One such trend is a gradual but steady shift from standard ecommerce to conversational commerce.

What is conversational commerce? Let’s find out.


Conversational Commerce

We all use conversation apps like WhatsApp, WeChat, or Facebook Messenger for interacting with friends. But what if you could use such apps to communicate directly with brands and companies?

Conversational commerce is exactly what its name suggests. It is a form of ecommerce where customers have the option to engage in a conversation with a brand through conversation apps instead of just shopping on its website.

Alternatively, customers can also chat with a brand’s representative through a popup chat box on the brand’s website.


How Does It Help The Customers?

The popup chat on a brand’s website can provide a more personalized shopping experience to the customers as they can get their queries answered while browsing through the products.

The brand representative or a chatbot could also help in product selection. After placing the order, they could assist the customer in tracking it and provide necessary help with the delivery process.


What Are The Uses Of Conversational Commerce For A Company?

The most significant use of conversational commerce for a company is that it can provide a personalized shopping experience to a large base of customers in a single go.

Secondly, conversational commerce is also useful in screening customer’s comments and complaints. With the use of proper web tools, all the customers’ comments will be filtered through a single gateway so that it is easy to keep track of their overall sentiments.


Is Conversational Commerce The Future Of Ecommerce?

Considering the numerous advantages that conversational commerce has both for brands and the customers, it seems that ecommerce could be soon entirely subsumed by conversational commerce.

However, although conversational commerce is helping brands in building relationships with customers, it is also necessary to ensure that the use of artificial intelligence, upon which conversational commerce is built, does not end up backfiring.

Microsoft’s chatbot, Tay, for example, was initially designed to become smarter by interacting with customers. The main reason why Microsoft introduced it was to connect with millennials.

Contrary to this, the chatbot became racist by learning conversation from Twitter users’ inflammatory comments and posted offensive and hurtful tweets.

This should not happen to you. Thus, it is important to have an effective customer relationship strategy in place for regulation of the chatbot activities.

To find out more about how e-commerce is getting shaped by recent trends in the industry, check out the infographic given below.


See the rest of the infographic at


Ana Bera
Head of Marketing & Content at  Subscriptionly

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