Sign up for
Get started

What is conversational commerce?

Definition: Conversational commerce refers to using chatbots, messaging apps, or voice assistants to facilitate interactions between businesses and customers throughout the buying process.

By leveraging AI and NLP technologies, conversational commerce enables customers to browse products, ask questions, get recommendations, and make more intuitive and conversational purchases. 

This approach enhances the customer experience by providing personalized, real-time support and streamlining the shopping process, ultimately leading to increased customer engagement, satisfaction, and loyalty.

Types of conversational commerce

The most common types of conversational commerce are: 

  • Chatbots: AI-powered chatbots embedded on websites or messaging platforms that can understand and respond to customer inquiries, provide product recommendations, and guide users through the purchasing process.
  • Messaging apps: WhatsApp, WeChat, or Viber, are common places for conversational commerce, where businesses communicate with customers and offer support, promotions, or transaction assistance.
  • Voice assistants: Amazon's Alexa, Google Assistant, or Apple's Siri enable conversational commerce through voice commands, allowing customers to ask questions, receive product suggestions, and purchase using spoken language.
  • Social media platforms: Many social media platforms, such as Instagram, Twitter, or Facebook, have integrated messaging features that enable businesses to engage in conversational commerce.
  • SMS and text messaging: Conversational commerce can also occur via traditional text messaging or SMS.
Wonder what your customers want?
Discover Mindmesh

Article FAQs

What is an example of conversational commerce?
A customer uses Facebook Messenger to chat with a business and schedule their nail salon appointment. Another example is when you reach out for help via a chatbot on the website to help you with a monthly software subscription.
Why is conversational commerce important?
Conversational commerce is important because it enhances customer experience, offering personalized, real-time support and streamlining the buying process.
What’s the difference between conversational commerce and conversational marketing?
Conversational commerce facilitates transactions and provides customer support through chatbots, messaging apps, or voice assistants. Conversely, conversational marketing emphasizes using similar technologies to engage leads, nurture relationships, and generate sales opportunities but not necessarily completing transactions.
What is the difference between conversational commerce and social commerce?
Social commerce refers to buying and selling products directly through social media platforms, leveraging features like shoppable posts or integrated checkout, while conversational commerce involves using chatbots, messaging apps, and voice assistants.‍

Recommended Terms


Get started

Hundreds of tech workers have already
tried Mindmesh and use it daily

Get Started

A monthly newsletter delivered straight to your inbox