In the age of digitalisation, the way in which companies interact with their customers is changing fundamentally. In particular Chat commerce a forward-looking approach that is revolutionising the dialogue between companies and customers. Through intelligent communication on digital channels, companies can dynamically adapt their business models and tap into new sales potential.
The importance of chat commerce for modern business models
Integrating companies from the retail, service and even B2B sectors Chat commerce, to significantly improve the customer experience. In online retail in particular, direct, dialogue-oriented communication via messenger, live chats or voice assistants delivers tangible added value.
For example, well-known cosmetics brands use live chat systems to replicate the personalised advice provided in bricks-and-mortar shops. Customers receive personalised product recommendations that are perfectly tailored to their needs. In the mobility sector, too, companies such as automobile clubs are using virtual assistants to provide quick answers to frequently asked questions and thus relieve the burden on customer service.
Another advantage is the reduction in shopping basket cancellations. Companies proactively address customers through automated messages on other communication channels such as WhatsApp or Instagram and thus support the completion of the purchase. This increases the conversion rate and, ideally, significantly increases the average order value.
BEST PRACTICE with one customer (name hidden due to NDA contract)
A client from the retail sector successfully implemented a chat commerce strategy with iROI coaching. This involved launching targeted WhatsApp campaigns to provide advice and remind customers of offers. This led to a significant increase in the repurchase rate and improved customer loyalty.
How chat commerce is redefining dialogue with customers
Chat commerce starts exactly where customers already are: on their favourite messaging platforms. By using chatbots and AI-based assistants, companies can provide quick answers and personalised advice around the clock, without waiting times.
In the tourism industry, providers use digital travel consultants who give personalised recommendations via Facebook Messenger. This form of communication conveys a personalised experience, as if you were speaking directly to a service employee.
The media sector also shows how chat commerce can be used effectively. A public broadcaster operates a chatbot on Telegram, for example, which offers viewers further content on programmes and thus supports brand loyalty.
Retailers also benefit from opportunities such as up-selling and cross-selling. Chatbots suggest suitable additional products to customers, for example, which can round off the shopping experience and increase sales.
BEST PRACTICE with one customer (name hidden due to NDA contract)
A cosmetics company integrated iROI coaching consulting to optimise its customer service via chat tools. This enabled product recommendations to be better tailored to user profiles, which increased customer satisfaction and order value.
Practical tips for implementing chat commerce
There are a number of aspects that need to be taken into account if companies are to make a successful entry into chat commerce. Firstly, it should be clearly defined which customer questions and use cases are to be automated and supplemented by personalised service.
It is important to choose the right channels. Many users prefer WhatsApp, Facebook Messenger or Telegram as communication channels. This makes it possible to pick up the target group where they feel comfortable.
The technology should also respond to individual needs and enable learning processes. Modern systems recognise intentions and offer suitable answers, while switching seamlessly to a human advisor for more complex issues.
Continuous analysis and optimisation of the course of discussions helps companies to identify new impulses and improvements. This creates sustainable added value for both sides.
BEST PRACTICE with one customer (name hidden due to NDA contract)
A service company relied on a combination of chatbots and live employees, accompanied by iROI coaching. The seamless transfer of enquiries improved the user experience and reduced the average response time by over 40 per cent.
Why chat commerce will be indispensable in the future
Companies report that chat commerce strengthens customer loyalty in the long term. Direct, personal communication helps to build trust and promotes long-term customer relationships. Service costs are reduced as recurring enquiries can be processed automatically.
Those who rely on chat commerce today are positioning themselves for the future and creating flexible business models that can be quickly adapted to market changes. The combination of human advice and digital automation makes all the difference.
BEST PRACTICE with one customer (name hidden due to NDA contract)
An international retail company realised a chat commerce solution with iROI coaching that works globally around the clock. The combination of AI-supported service and personal contact significantly increased sales and reduced support requests.
My analysis
Chat commerce opens up a wide range of opportunities for companies to intensify customer contact and make it more efficient at the same time. The combination of dialogue-oriented customer service, personalised advice and automated support often leads to better purchasing decisions and greater satisfaction. iROI coaching accompanies you through this change and offers valuable impulses for the optimal integration of this modern communication approach into your business model.
Further links from the text above:
Conversational Commerce Guide (Superchat)[1]
Conversational Commerce: Definition, Types & Examples (Shopify)[2]
Conversational Commerce: Definition, advantages and examples (OMQ)[3]
Conversational commerce as a huge opportunity for companies (Chatwerk)[4]
Conversational commerce in the year 2025 (BigCommerce)[5]
Conversational Commerce: Definition & Benefits (Moin AI)[7]
What is conversational commerce? Examples, types and benefits (Zendesk)[9]
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