10 Best Conversational Commerce Platform & Software for Businesses in 2025

Conversational Commerce Software platform

Drive Experiences and Business Success with Conversational Commerce Tools

Conversational commerce software empower brands to enable exceptional support experiences customers expect.

Improve Customer Retention

Using the best conversational commerce platform allows customers to message via web, mobile and social channels to reach out to the business. The result is better customer experience (CX), seamless conversations across channels/touchpoints.

Acquire More Customer Data

Gain customer data with the help of conversational commerce tools that can be used to create language models to train chatbots. The data is the relevant source of information to leverage for product feedback and offer personalized experience.

Create Upselling and Cross selling Opportunities

Boost sales by engaging with your customers at the right time using conversational commerce software. Placing the chat widget strategically, proactive notifications, AI chatbot deployed can increase customer engagement by suggesting products.

Reduce Cart Abandonment Rate

Conversational commerce software ensures messaging options readily available in your e-commerce pages. Send proactive messages to keep the customers engaged before they check out to minimize cart abandonment.

Customer expectations have become higher than ever, demanding personalized, seamless shopping experiences – especially in digital marketplace.

A Conversational Commerce Platform merges e-commerce with real-time communication, allowing businesses to engage customers through messaging apps, chatbots, and live chat. The innovative approach not only enhances customer interaction but also drives sales by offering personalized product recommendations, seamless transactions, and immediate support.

We’ll explore how conversational commerce is reshaping the shopping experience and helping businesses thrive.

1 What is a Conversational Commerce Platform?
2 Compare the Top 10 Conversational Commerce Platform
3 Key Capabilities for Conversational Commerce Software
4 Different Types of Conversational Commerce Platforms
5 10 Best Conversational Commerce Tools
6 Criteria for Selecting Conversational Commerce Software
7 Benefits of Conversational Commerce Platform
8 Transform Your Business with Conversational Commerce
9 Scale Your Conversations with Omni24’s Digital Customer Experience Platform
10 FAQs about Conversational Commerce platform

What is a Conversational Commerce Platform?

A conversational commerce platform is an advanced digital system that enables businesses to interact with customers and conduct transactions through various messaging or voice-based channels.

These conversational commerce solutions leverage advanced technology like artificial intelligence (AI), natural language processing (NLP) and machine learning (ML) to create seamless personalized shopping experiences.

Key objectives of a conversational commerce platform include:

Enhanced customer engagement: Provide real-time, interactive communication between businesses and customers, build stronger relationships and improve overall satisfaction.
Simplified purchasing Process: Streamline the buying journey by allowing customers to browse products, ask questions and complete transactions within a single conversation.
Omnichannel presence: Integrate with multiple communication channels such as messaging apps, social media platforms, voice assistants and websites to meet customers where they prefer to interact.
Increased conversion rates: Guide customers through the sales funnel more effectively by addressing concerns and providing relevant information in real-time.

Compare the Top 10 Conversational Commerce Platform

Conversational commerce is becoming popular as more and more businesses look for ways to engage with their customers in a more personalized manner.

Software	Key Features	Price	Trial
Omni24	AI-powered chatbots Multi-platform integration Analytics dashboard Omnichannel support Proactive messaging Performance analytics	Starts at $34/month	14-day free trial
Veemo	OmniChat technology Integration with CRM system Live chat Customizable workflows Knowledge base . Integrations with CRM tools	Starts at $34/month	14-day free trial
ManyChat	Visual flow builder Omnichannel messaging Automated sequences	Starts at $15/month	Free plan available
Intercom	Live chat Chatbots Product tours	Starts at $39/month	14-day free trial
Drift	Conversational AI Account-based marketing Revenue acceleration	Custom pricing	Demo available
Zendesk	Omnichannel support AI-powered automation Knowledge base	Starts at $49/agent/month	14-day free trial
LivePerson	AI-powered conversations Intent detection Proactive messaging	Custom pricing	Demo available
Olark	AI-powered chatbot Multi-channel integration Product recommendations Automated order tracking	Free with paid advertising	Free
Gorgias	Omnichannel support Order management Customer history tracking Revenue analytics	Starts at $60/month	7 days
Tidio	Live chat & chatbots Visual chatbot builder Multi-language support Visitor tracking	From $29/month	Free plan available

Key Capabilities for Conversational Commerce Software

Conversational commerce software enables businesses to interact with customers through messaging apps, chatbots and voice assistants to facilitate purchasing decisions.

1. Natural Language Processing (NLP)

NLP is the cornerstone of conversational commerce software, enabling the system to understand and interpret human language in its natural form. Advanced NLP algorithms allow the software to parse user inputs, extract intent and identify key information.

The advanced capability is crucial for maintaining smooth, context-aware conversations and accurately addressing user queries. NLP also enables the software to handle various languages, colloquialisms and even typos, making the interaction more user-friendly.

2. Artificial Intelligence (AI) and Machine Learning (ML)

AI and ML technologies power the intelligence behind conversational commerce systems. These technologies enable the software to learn from past interactions, improving its responses over time.

AI algorithms can predict user preferences, recommend products and provide personalized suggestions based on browsing history or previous purchases. Machine learning models can also detect patterns in user behavior, allowing the system to proactively offer assistance or suggest relevant products.

3. Omnichannel Integration

Effective conversational commerce software seamlessly integrates with multiple communication channels, including websites, mobile apps, social media platforms and messaging apps.

The omnichannel approach ensures a consistent user experience across all touchpoints, allowing customers to start a conversation on one platform and continue it on another without losing context. It also enables businesses to reach customers through their preferred communication channels.

4. Product Catalog Integration

Integration with a company’s product catalog is essential for conversational commerce software. The capability allows the system to access up-to-date information about products, including pricing, availability and specifications.

The product catalog integration ensures accurate product recommendations, answers specific questions about items and even facilitates purchases directly within the conversation.

5. Personalization

Personalization capabilities enable the software to tailor interactions based on individual user preferences, purchase history and behavior.

Personalizing conversations includes customizing product recommendations, offering personalized discounts and adapting the conversation style to match the user’s preferences. Effective personalization can significantly enhance the user experience and increase conversion rates.

6. Human Handoff

While AI-powered conversational commerce systems can handle many queries, there will always be situations that require human intervention. The ability to seamlessly transfer complex or sensitive conversations to human agents is crucial.

The human handoff should be smooth, preserving the context of the conversation and providing the support agent with all necessary information to continue assisting the customer effectively.

7. Rich Media Support

Conversational commerce software should support rich media elements such as images, videos, carousels and interactive buttons.

The media support capability enhances the user experience by allowing the system to showcase products visually, provide instructional videos or offer interactive elements for easier navigation and selection. Rich media support makes conversations more engaging and can help customers make more informed purchasing decisions.

8. Conversational UI Design

The design of the conversational interface plays a significant role in user engagement and satisfaction. Effective conversational commerce software should offer intuitive, user-friendly interfaces that guide customers through the shopping process naturally.

The UI includes features like quick reply buttons, guided flows and clear menu structures that make it easy for users to navigate options as well as find what they’re looking for.

9. Customization and Branding

Businesses need the ability to customize the conversational commerce experience to align with their brand identity. It includes tailoring the conversation flow, tone of voice and visual elements to match the company’s branding guidelines.

Customization capabilities ensure that the conversational interface becomes an extension of the brand, providing a cohesive experience for customers.

Different Types of Conversational Commerce Platforms

Conversational commerce platforms are tools that enable businesses to interact with customers through chat interfaces, facilitating sales, customer support and engagement.

1. Chatbots
Chatbots in the e-commerce industry can handle customer inquiries instantly, provide product recommendations and process orders. AI bots can be integrated into websites, messaging apps, or social media platforms, offering 24/7 customer service and reducing the workload on human customer support teams.

2. Voice Assistants
Voice assistants like Amazon’s Alexa, Google Assistant and Apple’s Siri are becoming increasingly popular for conversational commerce.

The voice assistant platforms allow users to make purchases, check order status, or get product information using voice commands. As smart speakers and voice-enabled devices become more common, voice commerce is expected to grow significantly.

3. Messaging Apps
Popular messaging platforms such as WhatsApp, Facebook Messenger and WeChat have evolved beyond simple communication tools to become powerful conversational commerce channels. Businesses can use these apps to interact with customers, showcase products and facilitate purchases directly within the chat interface.

4. Live Chat Software
Live chat solutions enable real-time communication between customers and human agents on e-commerce websites. Unlike chatbots, live chat involves actual people responding to queries, providing a more personalized experience for complex issues or high-value transactions.

5. Social Media Platforms
Social media networks like Instagram, Facebook and Pinterest have integrated shopping features, allowing users to purchase products without leaving the platform. These social commerce tools often include messaging capabilities for direct communication between businesses and customers.

6. SMS-based Platforms
Text messaging remains a popular and accessible form of communication. SMS-based conversational commerce platforms allow businesses to send promotional messages, order updates and engage in two-way conversations with customers via text messages.

7. Augmented Reality (AR) Commerce Platforms
AR commerce platforms combine conversational interfaces with augmented reality technology. These solutions allow customers to visualize products in their own environment while chatting with virtual assistants or sales representatives, enhancing the shopping experience for items like furniture or cosmetics.

8. Video Chat Commerce
Video chat platforms enable face-to-face interactions between customers and sales representatives or product experts. Video chat type of conversational commerce is particularly useful for high-end products or services that require detailed explanations or demonstrations.

10 Best Conversational Commerce Tools

Conversational commerce is becoming increasingly popular as businesses look for new ways to engage with customers and drive sales.

1. Omni24

Excellent automated conversation platform

Omni24 is an AI-powered customer experience platform that helps businesses create meaningful connections with customers through messaging and chatbots. It’s designed to help businesses automate customer interactions, generate leads and provide support. Omni24 is suitable for businesses of all sizes looking to leverage conversational commerce.

Key features

Meeting scheduler: It automates appointment booking, allowing customers to select available time slots directly via chat interfaces to streamline scheduling processes.
Lead routing: Automatically routes incoming leads to the right team based on predefined rules, ensuring timely follow-ups.
Analytics dashboard: It provides visual representations of KPI, allowing businesses to track customer interactions and team performance.
Team inbox: Centralizes all customer communications across various channels into a single, collaborative workspace, enabling efficient team coordination.
Campaign management: Enables creation, execution, and tracking of targeted marketing campaigns within the conversational platform.

Pricing: Omni24’s pricing starts from $29/user/month and goes up to $149/user/month based on the features and add-ons. All plans come with 14 days free trial and include a shared inbox, known base base and omnichannel support.

2. Veemo

Popular omnichannel chatbot platform

Veemo Chat Conversational Commerce Platform

Veemo is a customer engagement platform that includes powerful conversational commerce capabilities. Its chat and messaging features allow businesses to engage customers across multiple channels, while its AI-powered bot helps automate responses. Veemo’s robust ticketing system and extensive integrations make it an excellent choice for businesses seeking an all-in-one customer experience solution.

Key features

OmniChat: Integrates multiple messaging channels (e.g., website chat, SMS, social media) into a unified conversation flow across all platforms.
Unified interface: Presents a single, cohesive workspace for managing all aspects of customer interactions and reducing context-switching between tools.
Customizable workflows: Allows businesses to design and implement automated processes tailored to their specific needs.
Ticketing system: Organizes customer issues, ensuring proper follow-up and resolution by assigning & monitoring support tickets throughout their lifecycle.
Reporting and analytics: Generates comprehensive insights on customer interactions, team performance, and business metrics.

Pricing: Veemo’s pricing plans start from $29/user/month and go up to $129/user/month based on the features and add-ons. The software pricing is also customizable as per business requirements.

3. Drift

Best conversational and marketing platform

Drift is a conversational marketing & sales platform that uses chatbots or live chat to help businesses engage website visitors in real-time, qualify leads, and accelerate the sales process.

Key features: Customizable chatbots, AI-powered lead qualification, meeting scheduler, account-based marketing tools, video messaging and integration with CRM systems.

Pricing: Custom pricing. Contact Drift for a quote.

4. Intercom

Comprehensive customer communication platform

Intercom Conversational Commerce Platform

Intercom is a comprehensive customer communication platform that combines chatbots,
live chat & email marketing to help businesses acquire, engage and support customers
throughout their journey.

Key features: Customizable chatbots, targeted messaging, team inbox for customer support, knowledge base creation, product tours and integrations with various business tools.

Pricing: Starter plan begins at $74/month. Custom pricing for larger businesses.

5. ManyChat

Leading conversational bot building platform

ManyChat Conversational Commerce Platform

ManyChat is a bot-building platform focused on Facebook Messenger and Instagram, allowing businesses to create automated conversations for marketing, sales or customer support.

Key features: Visual flow builder, broadcast messaging, automated sequences, conditional logic, A/B testing & integrations with popular marketing tools and CRMs.

Pricing: Free plan available. Pro plan starts at $15/month.

6. LivePerson

Popular AI powered conversational platform

LivePerson Conversational Commerce Platform

LivePerson is an AI-powered conversational platform that helps businesses create chatbots and live chat across multiple channels, including web, mobile and popular messaging apps.

Key features: Intent-based conversational AI, seamless bot-to-human handoffs, real-time analytics, proactive messaging, conversation builder and integration with various business systems.

Pricing: Custom pricing. Contact LivePerson for a quote.

7. Zendesk

Best customer service software with chatbot & live chat capabilities

Zendesk Conversational Commerce Platform

Zendesk is a customer service software suite that includes chatbot and live chat capabilities, allowing businesses to automate conversations as well as provide efficient support across multiple channels.

Key features: AI-powered chatbots, unified agent workspace, customizable workflows, multilingual support, advanced analytics and integration with other Zendesk products or third-party tools.

Pricing: Suite plans start at $49/agent/month. Custom pricing for enterprise.

8. Gorgias

Top conversational commerce tool for ecommerce business

Gorgias Conversational Commerce Platform

Gorgias is specifically designed for e-commerce businesses, particularly those using Shopify. It combines helpdesk functionality with social media management and automated responses. The platform provides deep integration with e-commerce platforms and order management systems.

Key Features: E-commerce integration, macro templates, automated responses, order management, social media inbox.

Price: Starting at $60/month for basic features. Custom enterprise pricing.

9. Olark

Intuitive live chat solution for SMBs

Olark provides a straightforward live chat solution with powerful features for small to medium-sized businesses. It focuses on ease of use while offering robust reporting and customization options. The platform includes targeted chat rules and visitor insights.

Key Features: Automated messages, chat routing, searchable transcripts, team management, detailed reporting.

Price: Begins at $29/agent/month. Volume discounts available.

10. Tidio

Robust conversational commerce tool with easy integrations

Tidio combines live chat, chatbots, and email marketing in one platform. It’s particularly suitable for small businesses and startups, offering easy setup as well as integration. The platform includes visual chatbot builders and ready-to-use templates.

Key Features: Live typing preview, visitor information cards, multi-language support, customizable chatbots.

Price: Free plan available. Paid plans start at $19/month

Criteria for Selecting Conversational Commerce Software

Conversational commerce software is becoming increasingly popular among businesses looking to provide a personalized and seamless customer experience.

User-friendly interface: Select software with an intuitive interface that’s easy for your team to navigate and manage. It reduces training time and improves efficiency in updating conversational flows.
Customer support and training: Consider the level of support and training offered by the software provider. Comprehensive onboarding and ongoing assistance can significantly impact your success with the platform.
Channel support: Evaluate which messaging platforms and channels the software supports. Look for solutions that cover popular channels like Facebook Messenger, WhatsApp, Instagram, SMS, web chat and voice assistants. The ideal software should integrate seamlessly with your existing customer communication channels.
Customization and flexibility: Choose software that allows you to tailor conversations to your brand voice and specific business needs. Look for options to create custom flows, scripts and responses that align with your products/services.
AI and machine learning capabilities: Look for solutions that leverage AI and machine learning to improve conversation quality over time. These technologies can help personalize interactions and make product recommendations based on user behavior.
Omnichannel consistency: Look for solutions that maintain context and conversation history across different channels, providing a seamless experience for customers who switch between platforms.

Benefits of Conversational Commerce Platform

Unlock the potential of conversational commerce platforms to deliver personalized customer experiences and enhance engagement across every touchpoint. Here are the benefits:

Conversational Commerce Platform Benefits

24/7 availability: AI-powered chatbots and virtual assistants can operate round-the-clock, providing instant support to customers at any time. It improves customer satisfaction and reduces the need for extensive human customer service teams.
Increased sales and conversion rates: Offering personalized product recommendations conversational commerce platforms can guide customers through the purchase process, which reduces cart abandonment and increasing conversion rates.
Streamlined purchasing process: Customers can complete transactions directly within the chat interface, reducing friction and simplifying the buying process. It is particularly beneficial for mobile users, who may find traditional e-commerce interfaces cumbersome on smaller screens.
Proactive customer engagement: Conversational platforms can initiate conversations with customers based on their browsing behavior or previous interactions, offering timely assistance and potentially increasing sales opportunities.
Brand differentiation: Implementing a conversational commerce platform can set a business apart from competitors by offering a unique and innovative shopping experience.
Reduced cart abandonment: Providing immediate assistance and addressing concerns in real-time, these platforms can help reduce cart abandonment rates as well as recover potentially lost sales.

Transform Your Business with Conversational Commerce

Conversational Commerce platforms are revolutionizing the way businesses interact with customers. By leveraging AI-powered chatbots and messaging apps, companies can provide personalized, round-the-clock support. This technology not only enhances customer satisfaction but also drives sales and improves operational efficiency.

As natural language processing continues to advance, we can expect even more sophisticated and human-like interactions. Businesses that embrace Conversational Commerce will gain a competitive edge in the digital marketplace, encouraging stronger customer relationships and boosting their bottom line. The future of e-commerce is conversational and those who adapt quickly will reap the benefits of this innovative approach to online retail.

Scale Your Conversations with Omni24’s Digital Customer Experience Platform

Omni24’s DCX platform harnesses automation and AI to deliver unified customer experiences across digital channels, while keeping human touch

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FAQs about Conversational Commerce platform

1. Which conversational commerce vendors provide a comprehensive platform?

There are several vendors in the market that offer comprehensive conversational commerce platforms such as LivePerson, Drift and Conversocial. These platforms typically include features like chatbots, messaging apps and AI-powered tools to help businesses engage with customers across various channels.

2. How can a conversational commerce platform help enterprises respond to changing consumer behavior?

A conversational commerce platform enables enterprises to interact with customers in real-time, providing personalized recommendations, answering queries and offering support. By leveraging automation and AI technology, businesses can respond quickly to customer needs to adapt to changing trends in consumer behavior.

3. What software can integrate with conversational commerce platforms?

Conversational commerce platforms can integrate with a wide range of software applications, including CRM systems, e-commerce platforms and social media channels. This integration allows businesses to streamline their operations, gather valuable customer data and provide a seamless experience across different touchpoints.

4. How to choose the right conversational commerce platform?

When choosing a conversational commerce platform, consider factors such as scalability, customization options, integration capabilities and pricing. It’s essential to assess your business needs, target audience and long-term goals to select a platform that aligns with your objectives.

5. What are the different types of conversational commerce platforms?

There are various types of conversational commerce platforms available, including chatbots, messaging apps, voice assistants and customer service tools. Each type of platform offers unique features and functionalities, so it’s essential to evaluate your requirements before making a decision.

6. Risks To Be Aware of Regarding Conversational Commerce Platforms?

While conversational commerce platforms offer numerous benefits, there are also risks associated with implementing this technology. These risks include privacy concerns, data security issues, potential customer dissatisfaction with automated interactions and the need for ongoing training to ensure optimal performance.

10 Best Conversational Commerce Platform & Software for Businesses

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