Supportsoft Glossary

Enabling Sales Through Chat-Based Interactions

Conversational commerce refers to a method of communication in which less formal and chat-based channels facilitate sales and purchasing transactions. In the IT and ITES sectors, it allows customers to understand, enquire about, and decide on the services through live chats.

This method offers a mix of comfort and personalisation. Consumers get instant replies and personalised suggestions, which altogether make the buying process smoother.

The use of messaging services, chatbots, and human support all contribute to the success of conversational commerce. While automating processes takes care of routine questions, the experts concentrate on the more intricate or higher-valued interactions.

The integration with the CRM and the payment system enables instant switching from the enquiry to the purchase stage. The conversation records become a great source of information for the subsequent contacts and for building the relationship.

If done in a good manner, the conversational commerce will boost the engagement, shorten the decision-making process, and improve the overall customer experience.