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Why Is Conversational Commerce The Key To Solving The Woes Of D2C Brands

Challenges faced by D2C brands

In the last year, D2C adoption has increased as more retailers tap the potential to grow their businesses. 

However, one of the most exciting yet scary aspects of running a D2C brand is that the company must directly interface with customers at every touchpoint. Moreover, this is a great opportunity for D2C brands to leverage the power of online shopping platforms and the tools they use to invest in their customer relationships. If leveraged optimally, it can result in an increased revenue stream, broader customer outreach, increased profits, and improved financial performance.

The entire funnel calls for out-of-box thinking and excellent execution, from building brand awareness to nurturing user engagement, optimizing customer acquisition, and providing post-sales services. To do this, one needs to master the art of communication for meaningful interactions with the target customer base. D2C companies need technology solutions that help them process massive amounts of customer data and pull insights for improving the customer journey. With conversational messaging solutions, D2C marketers are better equipped to solve the industry’s challenges.

But what brought on these changes in the first place? What were the inherent problems faced by the eCommerce industry in the traditional medium? Could it be:

Cost of acquisition: Customers have difficulty navigating a website and app-based acquisition workflows.

Diverse buying occasions: Conversations are a crucial element missing from a digital shopping occasion.

Lack of consumer engagement: Web and mobile app experiences haven’t proven adequate replacements for more complicated transactions.

Secure payment methods: Due to trust issues and security concerns, customers are wary about making online payments, especially D2C.

Customer retention: It can be challenging to retain D2C clients interested for an extended period because they are price-sensitive. Intelligent chatbots and virtual assistants are conversational messaging solutions that aid brands in providing customers with the experiences they anticipate. Customers may easily find products, place orders, pay for the orders, and track purchases, thanks to that, all within a single messaging interface.

Conversational messaging is the solution for D2C commerce

Conversational messaging is a new customer engagement paradigm that improves relationships between companies and customers by facilitating human-like interactions in marketing, sales, and commerce. It occurs on messaging platforms that the customers are already accustomed to using.

Today’s consumers seek out tailored conversations through their preferred media. They desire D2C brand interactions to be as easygoing as corresponding with a buddy.

A brand can therefore adapt its communication for a better client experience and provide tailored discounts throughout every discussion on a messaging app, resulting in increased customer loyalty and retention.

Undoubtedly, conversational commerce offers clients the convenience of real-time responses to their questions and increases company connection with consumers.

Conversational commerce can be crucial to reaching out to a broader group of potential customers for D2C firms that lack substantial marketing budgets or personnel to oversee those marketing initiatives. Conversational commerce can help brands solve problems by connecting and turning discussions into sales. It also has several other advantages:

Personalized approach: Customers like personalized suggestions as it reduces their searching time, and they get the product of their preference. Likewise, buyers find it easier when brands offer products based on their purchase history. Conversational commerce creates a win-win situation for all parties as brands get the opportunity to understand customer behavior and help them make informed, personalized decisions. 

Personalization strategy: Customers frequently like tailored recommendations because they spend less time looking for what they want and end up with it. Similar to how customers find it more straightforward when brands offer them products based on past purchases. All sides benefit from conversational commerce since it gives brands the chance to understand customer behavior better and assist customers in making more educated, individualized decisions.

Providing superior client experiences: Customer experiences are crucial to customer loyalty. Fast replies and omnichannel experiences are two factors that keep customers loyal to a brand. Therefore, businesses should provide opportunities for connecting via various communication channels and improve the purchasing experiences with prompt and relevant responses.

Possibility for development: Genuine criticism helps brands develop. They can study customer feedback, find out about popular goods and services, and conduct surveys with their assistance. Customers who engage with brands through conversational commerce feel valued and welcomed, strengthening their loyalty to the business.

Builds a brand identity: Customers’ perceptions of a brand’s importance and worth are based on its image. Brands may deliver a memorable experience by using conversational commerce. It aids the firm in notifying customers about current promotions and assisting them as they shop. These actions leave a lasting impression on the customer.

Futuristic: Conversational commerce has allowed businesses to test and promote new goods and services with their devoted clientele. Thanks to conversational commerce, customers can make well-informed purchasing decisions because it has made it possible to quickly browse the whole catalog or search for the needed sales-generating products directly from messaging apps.

Use cases to implement conversational messaging in D2C brands


Lead generation

D2C and eCommerce businesses have a greater possibility of enhancing lead generation and follow-ups by gathering information and contact information from prospects while guiding them through a conversational journey.

Scope for remarketing

Brands can launch campaigns on 30+ messaging channels, including Facebook, Zalo, WhatsApp, or Instagram.

Personalized deals

With a data-driven strategy, brands can quickly identify customers’ interests and develop tailored offers to influence purchasing decisions. Based on clients’ demographics, buying habits, and past purchases, brands can propose products and tailor promotions.

Product discovery

Understand customers’ requirements better and help suggest relevant products.


Live chat support

Utilize support bots to respond to general and commonly asked questions to lessen the workload on human agents. This is a critical feature that could convert potential clients into paying ones. Most individuals like to fully comprehend a thing before making a purchase. Therefore, real-time customer interactions to address their questions will benefit a brand.

avatar + Kate Tran
Kate Tran

Kate Tran is a story-teller and a marketer at Chative. Her passion is to bring knowledge of chatbot trends to everyone. Despite of her busy schedule, she always makes time to read novels at the weekend.

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