What is Conversational Commerce?

Consumers today want to make real connections with the companies they do business with. Conversational commerce occurs when a customer and a business have a two-way discussion through messaging or chat apps, establishing a relationship and ideally leading to a value-based transaction. Customers can ask questions, get advice and personalized recommendations, read reviews, and complete purchases—all within the app or using a virtual personal assistant, such as Amazon Alexa or Google Home.


It is inevitable that everyone is going to have to incorporate conversations inside of Messenger, and into social media platforms, in order to sell things more effectively.

Phil Libin, Founder, All Turtles and Evernote

Enhance Experiences with Conversational Feedback

Meet your customers where they are and engage them to provide conversational feedback with minimal disruption. “See” them on your site or a social platform and make them feel valued and heard.

Web insurance enhance

Up to 25% Annual Revenue Increase

With over 2 billion people using messaging apps, letting customers reach your company through their preferred channel enhances the relationship and drives sales.

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24.5% YOY Increase in ROI

Phone conversations cost companies an average of $6-15 per call, versus $1 per interaction on a messaging app. Reduce overall operating costs and boost ROI.

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Highest NPS of Any Channel

Drive brand loyalty and retention by responding proactively, using rich communication history to advance the conversation without making customers repeat themselves.

Related Products and Features

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Chatbots/Virtual Agents

The leading enterprise virtual agent reinvents your customer experience using natural language to boost first contact resolution (FCR) and reduce costs.

Explore: AIVA Virtual Agent for Digital

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Chat On Any Channel

Extend chat to wherever your customers are for a unified experience across web, mobile, apps, messaging, Facebook, and even IVR.

Explore: Chat

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Deliver personalized and effortless experiences, wherever your customers are, in their most preferred communication channel.

Explore: Messaging

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Agent Services

Our over 7,000 digital chat agents globally use industry-leading technology that outperforms across metrics in every engagement.

Explore: Digital Chat Agents

Featured Resources

Blog: Customer Experience Predictions 2019: Part 1

Break down the top six predictions expected to impact the world of customer service and customer experiences in 2019.

Read the blog
Blog: Customer Experience Predictions 2019: Part 2

Chatbots and agents are the new customer experience power couple. Though many organizations are ramping up automation , chatbots will never fully replace human agents.

Read the blog
Webinar: CX Predictions 2019: The Year of Investing in Humans

Ian Jacobs, Forrester Research, shares insights into how CX technology is changing rapidly, keeping up with the latest trends, your customers’ expectations, and staying ahead of your competition.

Watch Replay

Pay for Results, Not Technology

Outcome-based pricing ensures you get the business results you expect.