Conversational commerce is revolutionizing the e-commerce industry. By integrating messaging apps and AI chatbots into the shopping experience, brands can provide personalized and interactive support to customers anytime, anywhere. According to research by PwC, 77% of consumers say a positive customer experience is important when deciding which companies they want to buy from. Furthermore, a survey by Salesforce found that 84% of customers say being treated like a person, not a number, is very important to winning their business.
To meet these rising expectations and stand out from the competition, more and more companies are embracing conversational commerce strategies. Messaging apps like WhatsApp and Facebook Messenger combined with AI chatbots allow brands to provide personalized, interactive shopping assistance and support at scale. According to Juniper Research, the spend via conversational commerce is expected to exceed $290 billion globally by 2025, up from just $7.5 billion in 2020.
In this article, we will highlight 5 real-world examples of successful conversational commerce initiatives from leading brands across industries. These examples showcase the tangible business impact and value that can be achieved by integrating messaging and intelligent chatbots into the customer journey.
1. CEAT – 5.4x Increase in Leads with Personalized Recommendations
CEAT is a leading Indian tire manufacturer that exports to over 100 countries worldwide. In 2021, they set out to boost sales and improve customer experience through conversational commerce.
The Challenge
CEAT wanted to find new ways to increase lead generation and sales through better customer engagement. However, the tire industry often suffers from a lack of consumer trust and brand loyalty. CEAT needed to provide personalized recommendations and reliable support to earn trust and build relationships.
The Initiative
CEAT partnered with conversational AI specialist Haptik to develop a WhatsApp chatbot, supplemented by live agents, to interact with customers. The chatbot provided:
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Personalized recommendations based on individual needs – for example, suggesting fuel-efficient, low emission tires for environmentally conscious users.
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Lead gen capabilities with opt-in questions to identify potential buyers.
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Automated complaint handling for easy ticket registration and tracking.
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24/7 FAQ support to boost engagement and satisfaction.
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Seamless handover to human agents for complex queries.
CEAT‘s AI-powered chatbot provides personalized tire recommendations tailored to each customer
The Results
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Over 540% increase in leads driven by the WhatsApp chatbot.
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70% decrease in cost per lead.
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21% conversion rate from leads to sales.
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75% of customer queries handled automatically by the chatbot.
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200,000+ customers engaged on WhatsApp, lifting brand awareness.
CEAT‘s conversational approach delivered standout results by using personalization and automation to connect with customers in a relevant and helpful way unmatched by static websites or one-way communication channels.
According to Haptik, the company behind the chatbot, key factors in CEAT‘s success included:
- Natural language processing to understand diverse customer queries.
- Effective user profiling based on past conversations to make personalized recommendations.
- 24/7 availability neither human agents nor traditional channels could match.
- Seamless human handovers using conversational context transfer.
2. Tata CliQ – 2.4x Increase in Cart Addition Rate
Tata CliQ is the e-commerce arm of the Tata Group, one of India‘s largest conglomerates with over $100 billion in global revenue.
The Challenge
When the COVID-19 pandemic disrupted offline retail in 2020, Tata CliQ looked to conversational commerce to recreate the interactive in-store experience online. Their goal was to increase engagement and conversion rates, which were low compared to site traffic.
Analysis revealed that shoppers wanted quick assistance comparing expensive electronics, along with personalized recommendations for categories like fashion. Tata knew that delivering this level of individual support at scale would be impossible without an AI-powered solution.
The Initiative
Tata CliQ partnered with conversational commerce platform Haptik to develop a chatbot that could understand each user‘s intent and needs. The bot provided:
- 24/7 purchasing assistance to address product questions and confusion.
- Personalized recommendations to showcase relevant products.
- Seamless payments integration for express checkout.
Tata CliQ‘s conversational AI chatbot provides customized product recommendations and shopping assistance
The Results
- 2.4x increase in cart addition rate within 3 months of launching the chatbot.
- Nearly 95% of user queries automatically addressed by the AI assistant.
- On average, the bot handled 6 distinct questions from each customer.
According to Haptik, the success was driven by the chatbot‘s ability to engage visitors and emulate a real sales assistant. The AI behind the bot was crucial to deliver personalized experiences at scale.
3. Cars24 – 1⁄3 of Sales Influenced by Conversational Commerce
Cars24 is a leading used vehicle marketplace in India. In 2021, they introduced conversational commerce to boost revenue and improve customer experience.
The Challenge
Cars24 wanted to:
- Increase sales by capturing visitor data to generate high-quality leads.
- Reduce support costs by automating responses to common questions.
- Improve experience as buying a car usually requires quick, reliable support.
The Initiative
Cars24 partnered with Haptik to build AI-powered chatbots on their website, app and WhatsApp. The bots provided:
- Lead generation by collecting visitor details to identify potential buyers.
- 24/7 assistance to answer common questions on vehicles, pricing, and more.
- Personalized recommendations to suggest suitable models.
Cars24‘s conversational commerce initiative helps address customer questions and concerns around the clock
The Results
- 33% of sales influenced by the chatbots.
- Over 100,000 conversations handled by the bots.
- 75% decrease in customer support costs.
According to Haptik, the AI chatbots played a crucial role by qualifying leads 24/7, answering repetitive queries, and quickly assisting buyers through personalized interactions.
4. House of Tours – 1.5x Increase in Lead Conversion
House of Tours provides various vacation packages and visa services in India. In 2019, they introduced conversational commerce to boost sales and improve customer experience.
The Challenge
With over 500,000 site visitors per month, House of Tours found it difficult for agents to respond to queries quickly enough. They needed a solution to increase lead conversion rates by better understanding visitor intents and needs.
The Initiative
House of Tours partnered with Haptik to deploy a hospitality-focused chatbot on their site and app. The AI assistant could:
- Recognize user intents and recommend relevant travel packages.
- Address common questions to reduce wait times.
- Collect visitor details to identify promising leads.
House of Tours‘ conversational commerce initiative collects user details to recommend suitable travel packages
The Results
- 146% increase in lead conversion rate.
- 80% of queries handled automatically by the chatbot.
- 80% positive customer ratings of the conversational experience.
By leveraging an AI assistant to qualify leads and address FAQs 24/7, House of Tours was able to boost conversions and deliver more positive experiences.
5. Mondelēz – 67% Sales Increase for Valentine‘s Day
Mondelēz International is a leading global snacking and confectionery company with over $28 billion in worldwide revenue. For Valentine‘s Day 2018 in India, they launched an innovative conversational commerce campaign to engage customers.
The Challenge
Mondelēz wanted to increase Valentine‘s Day sales and brand awareness among tech-savvy 25-40 year olds – a key demographic.
The Initiative
Partnering with Haptik, Mondelēz created a Valentine‘s Day chatbot to interact with customers on Facebook Messenger. The bot provided:
- Gift recommendations for different budgets.
- Romantic tips and ideas for celebrating.
- Seamless payments integration.
Mondelēz‘s limited-time Valentine‘s Day chatbot drove engagement and sales
The Results
- Almost 13% conversion rate from the conversational campaign.
- Over 5 million users engaged within one week.
- 67% sales increase during Valentine‘s week, exceeding expectations.
The timely, personalized experiences delivered by the AI chatbot were crucial in driving engagement and sales. According to Haptik, the majority of conversations went well beyond basic Q&A, with the bot able to provide genuine romantic advice at scale.
Key Takeaways
These real-world examples clearly demonstrate the business impact conversational commerce can deliver for brands across sectors when applied strategically:
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Higher sales and revenue – Chatbots boost lead conversion and directly influence purchases through personalized recommendations and interactions.
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Lower costs – Automating customer support with AI reduces human staffing requirements and expenses.
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Improved customer experience – Intelligent assistants provide 24/7, instant, conversational support that delivers more positive experiences.
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Increased brand awareness – Messaging-based touchpoints boost visibility, especially among young demographics.
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Valuable consumer insights – Analysis of conversational data provides feedback to improve products, services and marketing.
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Enhanced personalization – Understanding user intents and needs enables highly tailored recommendations and responses.
The results validate that conversational commerce should now be an integral component of any brand‘s digital strategy. To learn more about successfully implementing messaging and chatbots, connect with me directly here. With over 10 years of experience in data analytics and intelligence, I can provide strategic guidance on how conversational AI can create value for your business.