Conversational Commerce: Leveraging it with Shopify

Conversational commerce refers to the use of instant messaging, live chats, and social messaging applications to facilitate interactions and transactions between businesses and their customers. It allows consumers to ask questions, get recommendations, place orders, and receive after-sales service through communication platforms they already use daily, such as Facebook Messenger, WhatsApp, or chatbots integrated into websites.

How to use conversational commerce on Shopify?

Here are some steps to leverage conversational commerce on Shopify:

1. Implement messaging applications:
   • Facebook Messenger: Shopify allows you to integrate Facebook Messenger directly into your store. Customers can ask questions and receive instant answers, increasing engagement and satisfaction.
   • WhatsApp: With the WhatsApp Business app, you can set up automated responses and guide customers through every step of their purchase journey.
2. Set up chatbots:
   • Chatbots can automate answers to frequently asked questions, recommend products based on customer preferences, and even help finalize purchases. Apps like Tidio or Re:amaze are popular on the Shopify platform.
3. Use specialized plugins:
   • Many apps in the Shopify App Store, such as Gorgias and Zendesk, facilitate the integration of different messaging platforms and centralize all communications in one place.

For example, an online store selling fashion accessories integrated Facebook Messenger with its Shopify agency. Thanks to this tool, customers can ask questions about product availability, sizes, and receive personalized recommendations. The store's director, Claire, noted a 20% increase in sales since the implementation of conversational commerce, and customer satisfaction also significantly improved. "Our customers appreciate the speed and simplicity of communication. We guide them in their purchases in real time," she explains.

Source: Shopify Blog