REPORT

Chat Commerce is taking the world by storm. This emerging digital channel of engagement delivers fast and frictionless customer interactions with a brand’s chatbot or live agent conducted mostly over popular messaging platforms, such as Facebook Messenger and WhatsApp. It leverages these trusted social connections and engages localized audiences seeking to satisfy real-life needs.

Chat Commerce has the potential to eclipse and reshape the traditional merchant-driven e-commerce model by introducing simplified mobile payment methods and on-demand assistance. It also has the power to nurture relationships and lift customer lifetime value. The CMO Council has identified Chat Commerce as the next big opportunity for marketers.

This strategic brief covers the global Chat Commerce opportunity, early adopters, and the future of this exciting channel.