Is c-commerce the key to ecommerce?
The Hustle

Is c-commerce the key to ecommerce?

Conversational commerce, which brings chat to the shopping experience, could be worth $142B in retail by 2024.


July 14, 2021

Here’s a stat that seems obvious but is still impressive: 2.8B+ people use messaging apps to chat.

And now a lot of those people also use them to shop.

It’s called “conversational commerce” (AKA c-commerce) and, according to The Economist, it’s hot in online shopping.

Conversational what now?

In c-commerce, businesses use AI bots on platforms like China’s WeChat, Apple Business Chat, and Facebook Messenger to connect with customers.

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The bots help them browse and find products, book services, make purchases, and track delivery info. It’s fast, convenient, and works even if your internet is spotty.

Example: In 2017, Lego launched Ralph, a friendly bot that helped shoppers find the perfect gift for building-block enthusiasts.

Other big brands including Ikea, Sephora, Walmart, and Coca-Cola are all aboard this train, too — and it’s no wonder.

AI-powered chat…

… could power $142B in retail spend by 2024, per Insider Intelligence (that’s up from $2.8B in 2019).

And supplying chat functionality is a growing business, too: Yalo has raised $100m+ to help businesses onboard to messenger platforms like WhatsApp (where customers exchange an eye-popping 175m messages per day with business accounts).

What’s the best use of all this fancy AI? Chatbots that send you pizza.

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