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3 Best Ways to Implement Conversational Commerce

3 Best Ways to Implement Conversational Commerce

Jun 25, 2016

Messaging is the future. From mobile commerce to conversational commerce, if you’re not adopting some kind of mobile conversations in your business you will be behind. Messaging apps have surpassed social networks. From LinkedIn to Airbnb’s messaging features, all signs point to in-app messaging being an integral part to all businesses mobile commerce. Mobile commerce is projected to be worth $700 billion in 2017 and we want to make sure you get your slice of that pie. According to studies, integrating in-app messages increases app launches by 27%, boost engagement by 3x and in-app messages triggered from an in-app event increase conversion by 4x! Now is the time to integrate in-app messaging into your app.

Read our white paper about how conversational commerce empowers retail.


Messaging is dominating and will be the future

Everyone around the world is adopting mobile messaging. 6 of the top 10 apps used globally are messaging apps and mobile messaging has become the most widely used mobile behavior. In fact, messaging apps have surpassed social networks in monthly active users:


With messaging being so widely adopted, businesses adopting and integrating with mobile messaging are seeing increases in sales and usage. If you haven’t done so yet for you business, now is the time to leverage the messaging revolution, you’re leaving money on the table if you don’t. An American Marketing Association study shows that customers that use live chat are 3 times more likely to make purchases, having paid live chat software returned a 300% ROI, and live chat helped increase conversions by at least 20%. Below, you’ll learn about 3 different ways that you can integrate in-app messaging to help you increase your mobile commerce.

3 Ways In-app Messaging Can Increase Your Mobile Commerce Sales

Here are 3 different ways to integrate in-app messaging with mobile commerce:

1) Buyer to Seller

Whether you’re using a mobile concierge service or Amazon, anytime a customer is going to purchase something from a 3rd party, questions will inevitably arise. Do these clothes run small or big? Is this product compatible with my devices? What else is included in your services? Imagine if you or your users could answer any of these questions instantly for your customers, instilling trust with your responsiveness all while helping to eliminate any doubt and give that small push they often need to make the purchase.

Alibaba is a great example of Buyer to Seller in-app messaging helping all parties involved: the sellers who can use it to increase sales, the buyers who use it to gain trust from their sellers and ask questions to lower the barrier of purchase, and most importantly Alibaba benefits from increased sales and user satisfaction from both the buyers and sellers.

Screen Shot 2016-06-21 at 4.11.07 PM2) Support Chat

Anytime your new or existing customers are using your app, questions inevitably arise in their minds that might prevent them from making a purchase or using your product. Having a live chat feature to assist your customers could be the most important feature you can add to increase your bottom line. According to studies, 90% of customers consider live chat helpful and an emarketer survey found that

“62% reported being more likely to purchase from the site again. A further 38% of respondents said they had made their purchase due to the chat session itself. All these attitudes were even more prevalent among respondents who bought online at least weekly.”

Gilt is a perfect example of leveraging their in-app messaging to increase their sales. They’ve integrated in-app messaging alerting users of sales and assistance during the buying process.

3) Buyer to Buyer

Allowing your customers to message each other inside your app can also reap tons of benefits. It engages your users which brings them back to your app. It can also generate a sense of belonging to a network of like minded people which will create more engagement and sales for your business. It can also provide your customers an extra level of trust to make a purchase. Imagine new and returning customers being able to ask previous buyers about their purchases, increasing your sales and customer satisfaction at the same time.


In-app messaging is an important key advantage in the rapidly growing Mobile commerce industry. We’ve seen through multiple studies that messaging in your app can increase your sales and has a 300% ROI. Integrating messaging and chat features into your apps isn’t as hard as it used to be, so make sure you take advantage of the soon to be $700 billion mobile commerce market. Some services such as SendBird are making it easy to integrate in-app messaging into your app. You can easily integrate into your app with their SDK for iOS, Android, React.js and more. There are also easy solutions such as Intercom for live chat on the web. With several easy ways to integrate chat and messaging solutions available there is no reason for you not to add messaging to your apps and get your piece of the huge pie.

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