What is Conversational Commerce?

There is revolution in e-commerce when it comes to business operations online through conversation commerce powered by conversational AI. This translates into conversations between businesses and their clients via chat boxes, messaging platforms, and other talk-based interfaces.

Moreover, it improves the experience of shopping by making it interesting and customized for everybody while facilitating and speeding up purchases as well. Companies may improve their sales volumes, as well as consumer satisfaction by adapting conversational commerce solutions within them.

Discover how Conversational Commerce can elevate your business – Download our AI solutions!

Conversational Commerce Offer

Seamless Customer
Respond to Frequent Queries
Make Product Recommendations
Collect Feedback
Customer Feedback
Monitor Engagement

The reason for eCommerce chatbots’ effortless connectivity and reach is these two features.

Natural Language Processing (NLP) –  behavioural technology that enables AI to interact with humans through natural language.

 Machine Learning (ML) – a subfield of AI that empowers a machine to imitate intelligent human behaviour.

Open the Lines for Better Communication

How Does Conversational Commerce Really Work?

As a vital part of conversational commerce, omnichannel chatbots provide an immense growth opportunity for conversational AI in ecommerce. The use of such chatbots goes a long way in ensuring that an individual receives a personalized shopping experience whenever s/he visits them from any platform.

In addition, the conversational commerce platform uses data analysis to anticipate the wants of their customers and even to foresee how they will behave.

Businesses become better placed in their operations because this deep understanding allows them to give tailor made advice and solutions that make people enjoy the shopping. Conversational shopping has entered the ecommerce domain, thereby changing how customers are engaging with brands.

Suggested Reading: How to Reduce Cart Abandonment

Benefits of Conversational AI in eCommerce

Here are the benefits of conversational AI in eCommerce below.

Improved Customer Engagement:

Conversational AI adds more clients by giving them intelligent but personalized dialogues.

24/7 Avaialability
Improved Customer Experience

24/7 Customer Support

Ensuring 24/7 customer service by chatbot AI trained operators. This is crucial because they would prefer quick responses through chats than other forms of communication.


Most of the customers buy their products using these chatbots, as they help them personalize experiences for the users with regard to their preferences and history.

Collecting Customer Data
Improved Customer Experience

Efficiency and Cost Savings

Companies incorporating chatbots in customer service departments report a 30% reduction in costs per query, exemplifying significant operational savings

Messaging Commerce

The preference for most of the customers towards using messaging apps in place of phone calls clearly shows a trend moving towards the digitalization of conversation for customers’ service.

Messaging Commerce

Why do you need Conversational Commerce for your Business?

If you want to run a successful eCommerce business at a scale, you need chatbots to maintain and talk to your customer base. It is not feasible today to hire multiple human agents who can provide an instant solution to the large volume of queries your business might get. Therefore, adapting to trends and welcoming an eCommerce chatbot to your business can pay off exponentially, and enrich your business with the following benefits. 

The benefits of using the power of AI in chatbots are.

24/7 availability

Chatbots are there to serve your customers at any time.  They can act as your agent’s right hand and be available even when your agent decides to take a short break, leaving no customers unattended at any cost!

Improved Customer Experience

Improved customer experience

Chatbots can quickly and efficiently respond to your customer. When asked to list the benefits of speaking with a chatbot, 68% of respondents said that getting a speedy response was the best part.

Collecting customer data

Most businesses believe they generate better leads with chatbots and can drive higher sales by upselling, marketing and leveraging cart recovery alerts. As a result, Juniper Research projects that by this year (2023), chatbots will be used in $112 billion worth of eCommerce transactions..

Collecting Customer Data
Cost- Efficient

Cost Efficient

Simple user questions may be handled by chatbots, freeing up human customer service personnel to tackle more complicated concerns. Additionally, chatbots can manage an infinite number of consumer interactions simultaneously. By the end of 2023, businesses will save approximately 2.5 billion customer service hours and $11 billion.

The Rise of Conversational eCommerce

Conversational ecommerce is a new concept that has emerged and has completely changed the landscape of online retail shopping. Conversational AI is quickly becoming popular in eCommerce, enabling business adaptation into an innovative, conversational approach. Personalized customer experience resulting from the adoption of conversational commerce solutions such as chatbots has improved customers’ satisfaction levels and loyalty towards a firm.

Such conversational ecommerce chatbots built on AI enable one to understand better customer conducts and preferences with sophisticated analytics. The shift has responded to the increased demand for consumer-specific experience while signaling the coming age of conversational commerce.

How Conversational Commerce Can Make Matters Smooth and Easy?

An eCommerce business chatbot is your go-to innovative tool for meeting customers’ ever-evolving needs. 
Let’s find out how!

Missed Organic Leads From Site Visitors

When you leave customers on your eCommerce website unattended and have them navigate your products on their own; they may leave the site without a clear picture of your offerings. But with an efficient AI chatbot in place,  you can see an immediate surge in positive customer experiences, conversions, and sales.

Conversational Intelligence
Improved Customer Experience

Lack of Personalisation

Personalization entails providing a one-of-a-kind shopping experience to each customer in real-time. The best eCommerce chatbots let you speak to your user’s subconscious mind. Personalising your customer’s search with more appropriate options can help you sell more and guarantee your user an integrated shopping experience..

Resolving High Volume of Customer Queries at Scale

An eCommerce business receives thousands of support requests daily. Without automation, agents are left with many tasks and frustrated customers. High wait times to get in touch with the support team + having to repeat their queries to different representatives are blaring red flags to customers!  An eCommerce chatbot messenger can swoop in, respond to the most frequent queries, and let your agents handle the complex ones! .

Collecting Customer Data
Lack of Self-Serving Options
Customers expect quick resolution in today’s digital world.  When they require assistance, they prefer to use the simplest mode of communication. Therefore, customer self-service empowers customers to solve their problems rather than spending too much time searching for a support agent.

 A customer self-service solution enables businesses to be available 24 hours a day, seven days a week and reduces the number of incoming queries (emails or phone calls) by 30-40%.
Limited Omnichannel Experience
Your target audience may not be represented in all channels. This is why it is critical to have a firm grasp on which channel to employ, as customers use multiple touchpoints when shopping or purchasing.

An omnichannel chatbot offers a unified purchasing and customer support experience across all channels. To provide consistent customer support, you can deploy and manage single omnichannel chatbot across all devices,communication channels and accommodate your customers!
High Churn Rates
A study by PWC found that one-third of customers (33%) say they will walk away from a brand after just one bad experience. Therefore, if an eCommerce platform isn’t fully equipped to support its customers all across the board, the business might witness high churn rates!

Therefore, a versatile platform that offers seamless customer support across platforms is a must! It not only reduces churn rates but also Improves revenue and quality of leads, Shortens the sales cycle, Collects customer feedback, Improves customer experiences … and much more!.

Conversational Commerce: How Does It Work?

Let’s hop in to understand this innovative process! 

To build a delicious recipe of seamless and effective customer support, you need two ingredients:

1. Natural language processing (NLP) and 

2. Machine learning (ML) techniques.

An eCommerce chatbot employs natural language processing (NLP) algorithms to decipher the client’s message and determine its intent when the consumer starts a discussion. With this knowledge, the chatbot may access a list of replies or actions pertinent to the customer’s request.

The chatbot processes and examines the customer’s communication using machine learning. It may gain knowledge from prior interactions and apply it to develop better replies over time using sophisticated ML algorithms.

Then to identify what to say next in a conversation, a chatbot employs a set of predetermined rules and a decision-making tree, this process is known as dialogue management. Chatbots can operate in various ways, including giving an answer, addressing a query, or even carrying out a transaction, depending on the message analysis and decision made by the dialogue management.

Additionally, chatbots may be coupled with other platforms, such as a business’s CRM or e-commerce platform, to access more data and carry out activities like updating customer profiles, confirming the status of an order, or processing payments. In general, e-commerce chatbots are intended to make it quick, simple, and convenient for customers to receive customer support.

Use Cases in Conversational Commerce

Conversational commerce boosted by Conversational AI in ecommerce is swiftly redefining the retail industry. Here are some key use cases:

Order Placement and Tracking

A conversational ecommerce chatbot simplifies ordering processes by enabling customers to make and track orders through commonly used messaging applications. It is a modern convenience that contributes to the general shopping atmosphere.

Conversational Intelligence

Product Recommendations

Conversational selling eCommerce automation tools utilize customer data to give them personalized recommendations corresponding to their tastes and previous behavior. Customer engagement and sales are enhanced enormously with this adapted method.

Customer Support Automation

Chatbots that act so quickly as soon as a customer’s question is raised thus increase high-level customer care. Customers notice that Conversational Commerce quick answers are more efficient than traditional ones.

Collecting Customer Data

Recent statistics underscore the growth of this domain: AI and chatbots has been widely accepted among online consumers and this behavioral shift is estimated at 74% users. Its worldwide market size is forecasted to exceed USD 15.5 billion by 2028, proving that it is generally accepted as a conversational e-commerce platform.

Together, these trends and stats show that conversational commerce as a whole, and particularly conversational ecommerce chatbots, are not just a passing fad.

Moreover, it represents an emerging future of conversational commerce, completely reshaping how enterprises engage and cater to customers.

How Can Conversational Commerce Be Used?

Now that we’ve known how useful eCommerce chatbots can be let’s dive into
some of the crucial tasks an eCommerce Chatbot can be a helping hand in!

Make Catalogue Browsing Simple

eCommerce businesses likely have the largest product portfolios of any internet business.

When things are divided into multiple categories, users find manual browsing to be relatively ineffective. Chat-based eCommerce lets your customers focus their search by simply chatting with the bot. An eCommerce chatbot can make browsing your catalogue easier on all your social media platforms..

Conversational Intelligence

Personalised Experiences, Customer Acquisition, and Cross-Selling

As mentioned earlier, you can communicate with your users’ subconscious minds with eCommerce chatbots.

Conversational Automation Analytics can measure how much time each user spends on each message, what call to action they respond to, what their attention span for particular forms of media is, and heat maps to track which parts of the certain cause “tension” to the sales process because bots break each part of the sales funnel into individual messages.
The best eCommerce chatbots can further personalise the user’s experience by recommending, “Hey, would you also like to look at these strong phone cases to go along with your purchase?” while presenting applicable options.

Process Returns, Exchanges, Refunds

Your customers want to return a product? Replace it? 

Are they asking you to process a return? 

With an eCommerce chatbot, you can say goodbye to the day-to-day back, and forth you and your agents usually have with customers.  Your smart AI chatbot is prepared to respond and automate such post-sales tasks, whether it’s one of these OR informing your users when they return to check on the status. .

Collecting Customer Data
Improved Customer Experience

Assess Your Performance Using
Automatic Feedback

Emphasizing your customers’ needs heavily can increase your profitability by 60%.  And once again, a well-designed eCommerce chatbot template can assist you by automatically collecting client feedback after every customer engagement. 

How did your service fare with your customers? 
Did they enjoy the payment procedure? 

Your eCommerce chatbot can gather priceless crucial insights by just interacting with them..

Serve as the Perfect Knowledge Base

AI-based eCommerce chatbots makes it simple to provide clients with the information they need to know.
For instance, the bot will provide one-touch access to the FAQ area when a consumer chooses a specific product. Additionally, if clients need more information, the chatbot can quickly process the input and deliver the needed details. As a result, the eCommerce chatbot’s user interactions streamline the purchasing process, increasing user engagement and revenue.

Collecting Customer Data

Asses your Conversational Commerce Efficiency!

Assessing your conversational commerce efficiency is crucial, and Verloop.io offers robust solutions to optimize this aspect. Verloop.io specializes in Conversational AI in eCommerce, providing tools that enhance customer interaction and drive sales. Their platform offers a range of features including advanced conversational chatbots, which are instrumental in defining modern shopping experiences.

With our top solutions, you can also assess how conversational commerce is effective. We are a solution provider in Conversational AI for eCommerce, creating solutions that boost customer interaction resulting in increased sales.

Our platform provides many features including advanced conversational ecommerce chatbots, which are instrumental in defining modern shopping experiences.

Seamless Customer
Respond to Frequent
Make Product
Collect Customer
Schedule a demo

Get a Conversational AI for eCommerce Today!

Engage 99% of their customers in
under 1 minute
Provide the correct response 90% of
the time
Understand customer questions and intents in multiple languages
Integrate with your existing
Respond to customers using personalised conversations

 Conversational AI Platform for eCommerce


Connect with your website visitors even after business hours and improve your conversion rates by miles by welcoming a chatbot to your website! 

Facebook Messenger

Improve brand awareness, reach a larger audience, and interact with customers in real time by integrating a chatbot with Facebook Messenger. 

WhatsApp Messenger

Improve response rates and communicate with customers more personally by integrating a chatbot with WhatsApp. 


Engage in smooth, customised, and high-quality interactions with your website visitors through a seamless Shopify integration. 

How Businesses Optimise Verloop.io to Their Advantage!

Nykaa’s eCommerce Chatbot Drives Maximum Engagement

The eCommerce chatbot from Verloop.io increased Nykaa’s engagement by 2.2 times.
For more than 500,000 clients on its app, Nykaa automated customer issues ranging from cancellations, returns, shipping questions, replacement worries, refunds, and payment hassles using eCommerce chatbot templates targeted towards various use cases. 

Conversational Intelligence

Frontier Markets Uses WhatsApp to Spread Their Message

Frontier Markets expanded its reach to more than 500,000 rural Indian households with a dedicated eCommerce chatbot that taught Hindi. The WhatsApp chatbot provided customers with meaningful information and assisted their workforce in managing their workload. Verloop.io’s WhatsApp Chatroom Report was an efficient tool to get to know their clients, and the User Insights tools by Verloop.io helped Frontier Markets structure the query management..

Kanmo Connects with Their Users Multilingually

Kanmo Group is a compelling instance of the advantages of having a well-trained multilingual chatbot. 97% of users of  Kanmo Group spoke and preferred to communicate with the company in Bahasa over English. Kanmo Group was able to divert 42% of all inbound inquiries from email, which is now the primary support channel. Going Indonesian first not only helped the business direct the customer inquiries to the bot but also allowed its live operators to increase their productivity by up to 42%!. 

Conversational Intelligence

Water Projects Qualify Their Leads Using A Language-Agnostic Platform

Water Projects achieved a 50/50 split between generated and qualified leads before deploying Verloop.io. Then, WaterProjects created their bot in Spanish, and customers received all responses to their queries in Spanish. This bot could also simplify the flow of conversations for customers and attract more prospective clients.  However, according to its most recent data, Verloop.io has a 94% qualifying rate as Verloop.io’s bot brought in more customers! .

Verloop.io – The Tool Your eCommerce Store
Needs for Happier Customers

Convenience at Fingertips
Companies using eCommerce chatbots from Verloop.io have managed to engage 99% of their customers in under 1 minute.
Lead Generation on Auto-Pilot
eCommerce Chatbot Messengers from Verloop.io help lead generation, and companies saw a 30%-150% increase in lead generation.
Intelligent Conversations with a Multilingual Bot
Verloop.io’s eCommerce chatbots do the heavy lifting, interacting with your customers in the language of their preference! 

In essence, eCommerce chatbots

  • foster human connections
  • are a more rapid form of communication
  • help improve revenue by producing high-quality leads
  • can enhance CSAT and the overall consumer experience
  • help save heavily on support expenses by automating simple questions
  • are more straightforward to use than conventional alternatives for agents + customers!.