What is Conversational Commerce?
A commerce model where buying and selling happens within messaging or chat interfaces rather than traditional websites or apps.
Detailed Explanation
Conversational commerce (c-commerce) refers to the intersection of messaging apps and ecommerce, where transactions — discovery, recommendation, negotiation, and purchase — occur within a conversation thread. Coined by Uber's Chris Messina in 2015, the concept has grown massively with the rise of WhatsApp, Instagram DMs, Messenger, and Telegram. AI-powered sales chatbots enable businesses to automate the conversational commerce process at scale, handling thousands of customer conversations simultaneously without human agents.
FAQs about Conversational Commerce
- What is the difference between conversational commerce and social commerce?
- Social commerce refers to selling through social media broadly (including posts, stories, and shops), while conversational commerce specifically refers to transactions that occur within a private messaging or chat conversation.
- Why is conversational commerce growing?
- Consumers increasingly prefer messaging over email or phone for business interactions. Messaging apps have billions of daily active users and offer a familiar, low-friction environment for making purchases.
Related terms
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