Chat commerce: An emerging trend in e-commerce to convert conversations into conversions

Alan Chan

Customers are increasingly choosing to communicate with businesses via messaging apps and Omnichat’s Alan Chan says this allows brands to deliver personalised and seamless shopping experiences.

This article is part of a Spotlight series on social commerce in APAC. Read more

Conversational commerce, or ‘chatvertising’, refers to businesses using chat or voice assistance to facilitate interactions and communications with customers with the intention of driving conversions. Customers have increasingly embraced online shopping since the epidemic began and they prefer to communicate with businesses through text messages. With the rising popularity of WhatsApp, Facebook Messenger, Instagram Direct and Line, people are used to seeking information, making enquiries and placing orders via messaging apps.

According to Meta, more than one billion users...

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