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What is Conversational Commerce and what benefits does it bring to your business?

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In the last decade, we have been seeing how, as a result of the transformation process digital, online commerce has been growing exponentially.

Nowadays, the majority of sales are made electronically and, therefore, competition between companies is increasing more and more, and with it, the concern of marketing and sales teams for SEO and positioning.

All of this results in strategic and totally depersonalized websites, in which users often encounter artificial language, designed to satisfy search engines and not their needs; For this reason, as a natural evolution of electronic commerce, conversational commerce ends up emerging, to counteract the lack of personalization and warmth in the purchasing experience.

Are you interested in adopting this strategy in your business? Let’s talk about c-commerce!

What is conversational commerce or c-commerce?

Customer relationships have entered a new era, in which the digital consumer seeks increasingly personalized and differentiating shopping experiences.

With the arrival of conversational commerce, brands can relate to their customers in a natural, agile and effective way, making them feel heard and well cared for at all times, but what is it and what does it consist of? exactly conversational commerce?

We can refer to c-commerce as a business strategy that encourages communication and conversation in real time through different tools, as the main means of interacting with clients or users, accompanying them throughout the entire purchase process. sale. In short, it is about implementing conversation as a sales tool.

Although the main objectives when implementing this strategy would be to improve the shopping experience and boost sales, it is not always about selling products or services, but also to improve the perception of our brand and reinforce consumer confidence, offering them personalized advice at the right time.

In practical terms, rather than relying solely on online forms, emails or static websites, conversational commerce involves the use of live chat technologies, chatbots, virtual assistants and other communication tools. communication, with which to involve customers in the sales processes, in a more direct and personalized way.

Let’s look at some examples:

Where does conversational commerce take place?

Conversational commerce involves the use of technologies with which to involve customers in the sales processes, in a direct and personalized way. In practical terms, conversational commerce has a much broader reach than online forms, emails, or static websites.

Let’s look at some examples:

Live chat

Use a live chat on your website to interact with visitors, it will allow your agents Customer service representatives can provide you with assistance and resolve your questions or problems in real time.


Integrating a chatbot into your websites, mobile applications or messaging platforms will allow you to answer frequently asked questions, provide information about your products or services and carry out simple tasks, automatically.

Virtual Assistants

These advanced artificial intelligence systems can carry out complex conversations with users to provide them with personalized recommendations and help them make purchases or schedule appointments, among other things.

Instant messaging

Using messaging applications such as WhatsApp, Facebook Messenger or Telegram, to interact with your customers, facilitates direct communication and problem resolution, through text, voice or multimedia messages.

Social networks

You can also use social networks to answer questions, provide information about your products or services or manage orders.

As you can see, conversational commerce seeks to provide a more fluid and personalized experience to your customers, allowing them to obtain quick responses and access relevant information efficiently; Additionally, it can help you automate repetitive tasks and improve the efficiency of your customer service.

How to implement c-commerce in your business

To implement conversational commerce in your business, it is essential that you properly use different techniques and tools that allow your customers to interact effectively with your brand.

It is about “making life easier” for your clients and to do this, we explain some steps you should follow:

1. Define your objectives

Before starting you will have to identify what objectives you want to achieve. Improve customer service, increase sales, reduce operating costs, or are your goals different?

3. Select the right technology

Research and select among the different options available on the market, the conversational commerce tools and platforms that best suit your needs and budget.

5. Integrations

Integrate selected technology into websites or other platforms where you interact with customers and ensure you deliver a seamless and consistent experience across all channels.

7. Employee training

If necessary, prepare your customer service team so that they can interact effectively with users through different contact channels.

9. Monitoring and improvement

Track interactions with clients and evaluate your results, to make improvements or adjustments to your strategy, if necessary.

2. Identify your audience

Conduct prior research to help you determine which communication channels your customers prefer to use and at which stages of the customer journey they need the most help.

4. Chatbot development

If you’ve decided on a chatbot, make sure it’s capable of answering frequently asked questions, providing information, and helping your customers through the purchasing process.

6. Customization

Offer your customers personalized conversation experiences through product recommendations, special offers, and responses tailored to their needs.

8. Human support

Despite automation, it is important that your customers have the option to contact a representative of your company when necessary.

10. Measuring success

Establish clear metrics (level of satisfaction, cost reduction, increase in sales…), which help you know if your strategy has been successful.

As you can see, if you decide to implement conversational commerce in your business, customer experience and operational efficiency will improve considerably. However, it is important to be prepared to continually adapt and improve the strategy, based on the results obtained.

Now that you know how to implement a c-commerce strategy, would you like to know what its main advantages are?

We’ll tell you then. Keep reading!

Benefits of conversational commerce for your business

As we have been telling you, conversational commerce or c-commerce is that which involves the interaction between consumers and companies through chatbots , virtual assistants and other automated communication tools.

This type of strategy offers you significant advantages that you cannot miss in your business. We show you some:

Increase retention:

Providing answers and offering information about your products and services immediately will prevent your customers from leaving your website.


Using conversational commerce systems will allow you to improve your customers’ shopping experience by offering them personalized recommendations and offers.

Reduces friction:

Increase your customers’ satisfaction by helping them find what they are looking for more efficiently, through the use of virtual assistants, chats or instant messaging applications.

Improve your processes:

Allow your agents to focus on strategic tasks, while a chatbot takes care of routine tasks, such as collecting contact information, tracking orders or processing payments.


Encourage your customers’ loyalty by keeping them informed about new offers or updates and provide a constant and effective communication service, through the use of chatbots and virtual assistants.

Optimize your strategy:

The data collected through interactions with your customers can provide you with valuable information about their behavior and preferences that you can use to improve your marketing and sales strategy.

Reduce operating costs:

Task automation and virtual assistance can reduce your costs while improving efficiency, allowing you to offer more competitive prices for your consumers.

In short, conversational commerce offers a series of advantages for your processes that contribute to a more satisfactory and effective purchasing experience for your customers, as it speeds up interaction, personalizes the experience and improves operational efficiency.


As you know, today customer experience is a priority, both for brands and consumers. Adding conversational commerce to your strategy will allow you to create an excellent shopping experience, and will be of great help to stand out from your competition and build lasting relationships with your customers, without having to excessively increase staff or your business budgets.

Webphone is a complete platform for communication with clients, which offers you all the necessary resources , to provide conversational commerce experiences throughout the customer journey.

Ready for conversational commerce? Call us! We will be happy to help you in the process.

And if what you need is more inspiration, don’t miss our post “Intelligence conversational artificial, what it is and how it can help you”.