Category
Business
Assisted Conversion
Trend cluster
Category
Chat
Commerce
Brands are enabling users to order and pay for products directly via messaging apps.
4.3
Trend score
Trend
What is the Chat Commerce trend?
Chat Commerce: Retailers are utilizing social messaging apps to allow shoppers to interact with businesses and pay for products while they remain in-chat. What this means is that shoppers can use their favorite messaging channels to discover products, place orders, make payments, and track packages.
Insight
The consumer insight behind the Chat Commerce trend
When it comes to e-commerce, today's consumers increasingly expect two things: convenience and personalization. Moreover, most online shopping now takes place on mobile devices. In response to this, social messaging apps have begun offering retailers new in-chat commerce features that prioritize these expectations. First, by condensing the commerce journey into a single, convenient chat-based solution. And second, by reaching consumers where they are already spending their time — on their phones.
Trend themes
Themes within the Chat Commerce trend
Three behaviours holding the trend together01
Chat-based E-commerce
Using messaging apps for e-commerce to offer convenient and personalized shopping experience.
02
Conversational Commerce
Rethinking business-to-consumer communication through SMS-based software solutions to increase customer loyalty and engagement.
03
Social Messaging Money Transfers
Introducing peer-to-peer money transfers through messaging apps for seamless and convenient transactions.
Industry implications
What the Chat Commerce trend means for industry
Where the trend changes the playbookFor
Retail
The use of chat-based e-commerce and conversational commerce platforms to improve the customer experience and increase sales revenue.
For
Fintech
The integration of social messaging apps and digital wallets for peer-to-peer money transfers.
For
Marketing
Conversational commerce and chat-based e-commerce allow for one-to-many marketing and personalized promotions to drive sales.
Workshop question
How could your brand better prioritize convenience and personalization?
Trend signals
Trend signals for Chat Commerce
Trend score 4.3 out of 10, from popularity 68%, activity 45%, freshness 18%.
Popularity68%
Activity45%
Freshness18%
Audience
50%Men
50%Women
- Gen Alpha
- Gen Z
- Millennial
- Gen X
- Boomer (not a primary audience)
Market
North America
Europe
Asia-Pacific
Evidence
Examples of the Chat Commerce trend
6 featured examples from Jul 19, 2022 to Sep 20, 2023CategoryBusiness
Pay-in-Chat Instagram Updates
Mark Zuckerberg Launches a 'Payments in Chat' Feature on Instagram
The integration of payment features in social media platforms like Instagram and Whatsapp will disrupt the traditional e-commerce industry and provide an opportunity for social co…
CategoryBusiness
Communication App Shopping Experiences
WhatsApp Flows Allow for In-App Booking and Shopping
WhatsApp Flows provide a promising avenue for businesses in the e-commerce industry to expand their reach and improve customer engagement.
CategoryBusiness
Chat App E-Commerce Integrations
'Charles' Seamlessly Blends Chat Services with Online Retailers
E-commerce companies can benefit from integrating their systems into chat apps, as it provides a new way to market, sell, and support their products.
CategoryBusiness
Social Messaging Money Transfers
Viber Enters the World of Fintech with 'Payments on Viber'
The integration of payments into messaging apps presents an opportunity for mobile payment companies to collaborate with messaging platforms to create an enhanced digital payment…
CategoryTech
Conversational E-Commerce Features
Attentive Debuts New SMS-Based Text-to-Buy Solution for Shopify
By implementing conversational commerce and text-to-buy solutions, e-commerce businesses can create more engaging and personalized shopping experiences, leading to increased sales…
CategoryBusiness
Text Messenger Checkout Applications
'Postscript' Uses Text-To-Buy to Improve Customer Retention
Postscript's text-to-buy feature offers an innovative solution for e-commerce businesses to drive revenue and improve customer retention.
