Conversational commerce

What is conversational commerce?

Conversational commerce refers to the use of messaging apps, chatbots, live chat, and voice assistants to interact with customers and drive sales. It blends real-time conversation with online shopping, allowing customers to ask questions, get recommendations, and even complete purchases within a chat interface.

Conversational commerce is all about merging convenience with personalization. It brings human-like interaction to digital shopping by helping customers make decisions, solve problems, and buy, all without ever leaving the conversation.

Why is conversational commerce important in ecommerce?

Today’s consumers expect quick, personalized support. Conversational commerce helps reduce friction, answer pre-purchase questions, and increase trust, which can lead to higher conversion rates and lower cart abandonment.

It’s especially useful in subscription models, where customers may want to modify orders, skip a delivery, or ask about renewal options in real-time.

Example of conversational commerce

A customer messages a skincare brand on Instagram asking for product advice. The chatbot replies with a quiz, recommends the best bundle, and offers a one-click ‘Subscribe Now‘ link, all within the chat.

That’s conversational commerce working smoothly.

Driftcharge Tip

Integrating chat tools into your storefront can turn casual browsers into loyal subscribers. Use automation to answer common questions and route complex ones to live support.

Ganesh Pawar

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Ganesh Pawar is the founder of Driftcharge, a subscription management app designed to help Shopify merchants streamline and scale their subscription businesses. With a deep focus on solving real-world pain points—like legacy account page support, flexible subscription options, and advanced analytics—Ganesh is passionate about building tools that drive growth and retention.