Conversational Commerce

Grow Conversion With Conversational Commerce

Automate and integrate mobile customer communication and direct processing of online payments in a smart way.

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Boost Sales, Gain Customers, Improve Customer Satisfaction

1. Customer Experience

A customer experience is built when a product or service is purchased and when customer service is provided.

2. Communication Platform

A platform that provides access to the most popular mobile communication channels such as WhatsApp, Facebook Messenger, Apple Messages for Business, Twitter, Viber, etc.

3. Payment Platform

A platform that provides access to the most popular payment methods to handle payments directly within the mobile channel.

What is Conversational Commerce?

Conversational Commerce is the combination of communication between companies and brands with their customers and online payments. Customer communication is increasingly taking place on mobile channels such as WhatsApp, Facebook Messenger and Apple Messages for Business. With potential customers when it comes to sales and marketing, or existing customers when it comes to customer service. This way, companies and brands directly engage with customers via their favorite mobile channel where they can be reached best. Adding online payments within a mobile channel ensures a seamless customer experience from contact to purchase. Each customer contact provides new information that is stored in the central customer profile. This customer profile offers the opportunity to further personalize each new contact moment. provides companies and brands with the necessary platforms, solutions and products to create unique customer experiences for their customers. By engaging 'the conversation' through mobile channels such as WhatsApp, Facebook Messenger and Apple Messages for Business, former anonymous customers get names and corresponding profiles in order to serve them best.

customer experience messaging channels

1. Customer Experience

When a consumer is in the process of purchasing a product or service, contact with the company or brand is very intense.

The way in which this contact takes place is of great importance when it comes to the customer experience. If the contact goes smoothly and quickly, this leads to a positive experience.

Research shows that such a positive experience contributes to building a brand preference. Communicating with consumers via their favorite mobile channel plays a major role in this.

After all, the lives of many consumers increasingly take place on their mobile phone.

Improve the Customer Experience

When a purchase can be handled directly during the contact, this has a positive influence on the customer experience. This involves completing a purchase within the consumer's favorite mobile channel without having to switch to other apps.

After the purchase of a product or service, such as clothing, but also tickets for museums and events, contact with customer service is desired when there are questions or help is needed. Again, when this is done via the consumer's favorite mobile channel it has a positive impact on the overall customer experience for that specific brand. In addition, in this phase the direct handling of payments within the mobile channel leads to a positive experience.

The smart integration and automation of mobile communication and payments provides consumers with a unique premium customer experience. For companies and brands this leads to better sales, more customers and increased customer satisfaction.

alle messaging channels

2. Communications Platform's communication platform provides access to the most popular mobile channels through our own cloud software solutions (Mobile Marketing Cloud and Mobile Service Cloud) or for partners and developers directly through our APIs.

All popular mobile communication channels are supported, from SMS to WhatsApp and from Facebook Messenger to Viber. The communication platform offers marketing, sales and customer service the possibility to contact their customers directly via these mobile channels. 

To Communication Channels
in-app payments

3. Payment Platform is an international payment service provider which means that we can handle online payments for all popular payment methods such as iDEAL, credit cards and Klarna.

The combination with the communication platform makes it unique what has to offer to companies and brands.

The combination of cloud software solutions (for marketing, sales and customer service), direct access via APIs for developers and our payment platform enables companies and brands to offer their customers a unique customer experience.

More about Payments

Want to Get Started With Conversational Commerce? is a global leader in cloud software for conversational commerce. Our communications and payments platform empowers to automate customer engagement across mobile channels enriched with payments to drive sales and increase customer happiness.  

Mobile Marketing CloudMobile Service Cloud

Latest Articles

Jun 06, 2024 • Conversational Commerce

Unlock Communication Excellence With CPaaS

Diving deeper into's CPaaS approach in empowering business users to unlock Communication Excellence - a guest article by Quadrant Knowledge Solutions, a global advisory and consulting firm focused on helping clients in achieving business transformation goals with Strategic Business and Growth advisory services.

Ads That Click to WhatsApp
Jan 17, 2024 • Conversational Commerce

Ads That Click to WhatsApp: What Are They and What Are the Benefits?

Successful marketing means creating personal and conversational experiences for your customers. And what better place to meaningfully connect to your customers than on their favorite social media platforms and channels such as Facebook, Instagram and WhatsApp? With ads that click to WhatsApp, aka click-to-chat WhatsApp ads, you can offer your customers the direct and personal engagement that they crave. Read all about it!

How Popular is Facebook Messaging
Jul 20, 2023 • Conversational Commerce

Facebook Messenger: Popularity, Users, and Insights

Everybody has probably used (or at the very least heard of) Facebook and its communication channel Facebook Messenger. But did you know that Facebook Messenger can be of great added value for your business? Use this versatile channel to reach your audience!

Jun 29, 2023 • Conversational Commerce

Smooth Payments for the Ultimate Dutch Grand Prix Experience

What is needed for the best Formula 1 Heineken Dutch Grand Prix experience? A good, fair race of course. Racers who are on top of their game? Good food and a nice cold beer? All the above are true. But there are also unseen factors that contribute to a great day at the Dutch Grand Prix. Payments during an event are seen as a given, a necessary evil perhaps, but they can truly make or break the experience for a visitor. Learn more about our Payments solutions at the Dutch Grand Prix and how they contributed to this awesome event.

May 19, 2023 • Conversational Commerce

Introducing Instagram Marketing Messages

Today, more and more customer engagement happens on social media. And with good reason. Personalized messages on the favorite messaging apps of your customers can truly benefit your brand awareness. Instagram's new Marketing Messages feature offers a great marketing tool to be visible where your customers are and re-engage them to boost those conversion rates.

whatsapp business retail ecommerce
May 02, 2023 • Conversational Commerce

How to Use the Whatsapp Business Platform in Retail and eCommerce

In today's digital age, businesses are always looking for ways to connect with their customers quickly and efficiently. One of the most popular communication tools that have emerged in recent years is WhatsApp, which is widely used around the world. The WhatsApp Business Platform provides businesses with an easy way to manage their customer communication, automate responses, and provide better customer service. In this blog, we will explore how retailers and eCommerce businesses can use the WhatsApp Business Platform to enhance their customer engagement, drive sales, and build a loyal customer base.

Jan 17, 2023 • Conversational Commerce

Showcase Your Products With WhatsApp Business Product Messages

You might already be using WhatsApp Business as a communications channel for things like customer service, customer feedback, and marketing. However, what many people have yet to discover is the power of WhatsApp Product Messages as a highly innovative and effective way to boost your sales potential on one of the world's most popular online messaging channels.

Jan 12, 2023 • Conversational Commerce

How to Use WhatsApp Business for Conversational Commerce?

Conversational Commerce is a type of eCommerce that focuses on two-way conversations with customers via the use of online chat tools. It's a concept that's actually been around for quite some time, with former Developer Experience Lead at Uber, Chris Messina, describing it as "the intersection of messaging apps and shopping" back in 2015.

Increase Your Conversions Rate With WhatsApp Business
Jan 12, 2023 • Conversational Commerce

Increase Your Conversions Rate With WhatsApp Business Assisted Sales

You don't need a degree in psychology to know that some customers are more risk-averse than others when it comes to making a purchase. When shopping online everyone has, at some point, been in the position of hovering over the 'confirm payment' button with that little voice at the back of their minds telling them they're about to make a mistake. Sometimes we throw caution to the wind regardless of any doubts we may have and buy the product anyway; in many cases, we abandon our carts and go elsewhere to find what we're looking for.

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