Digital Commerce

Conversational marketing and live chat: Your guide to success

Incorporating live chat and chatbots into your conversational marketing strategy can create more engaging e-commerce experiences.

3 minutes, 13 seconds

In e-commerce, merchants face the challenging task of providing immediate answers and support to customers. Conversational marketing delivers just that, using chatbots, live chat, and other tools to create a two-way dialogue with your audience. Let’s break down what it is, how it works in e-commerce, and how it helps you achieve your sales goals.

What is conversational marketing?

Conversational marketing disregards the old one-way approach (billboards and TV ads) and focuses on real-time conversations. It's about meeting your customers where they are – on messaging apps, websites, and social media – and providing personalized support and information.

Types of conversational marketing

There are several types of conversational marketing tools that merchants can use to engage with the customers effectively:


Chatbots are automated programs designed to simulate human conversation. They can answer common questions, qualify leads, and even handle simple transactions. Chatbots are available 24/7, ensuring that customers can get help whenever they need it, even outside of business hours. They can handle a high volume of inquiries at the same time, providing consistent and accurate information. This automation frees up your human support agents to focus on more complex issues, improving overall efficiency and customer satisfaction.

Live chat

Live chat allows you to connect with website visitors directly through a chat window. This tool is incredibly effective for providing instant answers to customer questions, guiding them through the buying process, and addressing any concerns they may have. By offering real-time support, live chat can significantly improve the customer experience, reduce cart abandonment rates, and increase conversion rates. Customers appreciate the immediate interaction, which helps build trust and confidence in your brand.

Messaging apps

Messaging apps like WhatsApp, Facebook Messenger, and others have become popular channels for businesses to connect with customers. These platforms allow you to engage with customers on their preferred channels, providing a convenient and familiar way for them to communicate with your brand. Messaging apps support various features, including multimedia messages, voice notes, and file sharing, which can enhance the customer interaction. By being available on these platforms, you can offer personalized support, share updates, and build stronger relationships with your audience.

Benefits of Conversational Marketing

Properly used conversational marketing can give you many competitive advantages:

1. Better customer experience

Having conversations with your website visitors helps you learn more about their needs and pain points, and collect the information you need to qualify them further. Based on what they’re interested in and where they’re in their buyer process, you’ll be able to adjust your communication, send them relevant, targeted messages and interact with them in a meaningful way.

These meaningful conversations can be run 24/7 to help you build trust in your company throughout the purchasing journey and further develop relationships with your customers.

2. Improved lead generation

By providing an interactive way for customers and prospects to engage with your company, you’re able to optimize customer experiences and convert more visitors into paying customers. Conversations not only help you convert leads but also qualify them for your sales when you’re asking the right questions at the right time.

3. Move buyers through your sales funnel faster

When your marketing activities are connected with your sales team, you can be sure you’re moving your buyers through your marketing and sales funnels much faster. By providing instant support, personalized recommendations, and aligning your marketing and sales efforts, you can navigate the buyer's journey and drive more sales for your business.

Chatbots, live chat & calls - All in one place

Bots can send qualified leads directly to your sales agents or customer support on live chat, as well as book meetings and calls in real time. At HulkApps, we provide all of these – chatbots, live chat, calls. We’re here to support you every step of the way. If you have any questions or need assistance with anything related to our apps, the support team is just a click away.

Check out our app portfolio!

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