In simple terms, conversational commerce is described as the interaction between the consumers and brands which gets facilitated by a variety of communication channels such as, live chats, voice assistants, messaging apps, chatbots and other such mediums.

These channels play a crucial role in influencing the decision making of customers throughout their buying journey.

According to the Facebook Messaging Survey, 53% of consumers say they are more likely to shop with a business they can message.  When asked how they use these messaging platforms to talk to brands, 39% said they ask questions or seek information; 33% inquire about store hours, location or inventory; 34% make or confirm an appointment; 33% make a purchase or place an order; 30% give feedback and 30% share photos of products.

The above statistics are a clear indication of how communication has proved to be a feature of utility to customers as well as the businesses.