Imagine ordering your favorite coffee just by saying it aloud. No buttons. No screens. No typing. That’s not the future. It’s happening right now.
Thanks to voice and conversational commerce, the way people shop is evolving faster than ever. In fact, Google reports that 27% of the global online population is already using voice search on mobile. And with smart speakers in over 69 million US homes, voice commerce is quickly becoming a habit, not a novelty.
This means your customers are no longer browsing. They’re talking. They’re asking Siri to reorder their skincare, telling Alexa to buy dog food, and chatting with bots about the best size or color. They’re shopping while cooking dinner, folding laundry, or walking the dog. It’s seamless and fast.
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Voice commerce allows customers to shop hands-free using smart assistants like Alexa and Siri, making reordering fast and convenient.
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Conversational commerce uses chatbots and messaging apps to guide customers through personalized shopping experiences in real time.
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Major brands like Starbucks, Sephora, and Domino’s are already using AI-powered tools to drive sales and improve customer loyalty.
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Online sellers using tools like ManyChat or Tidio often see higher conversion rates and better engagement with less manual effort.
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AI and NLP technology help online stores anticipate customer needs, streamline support, and scale smarter, not harder.
If you’re an online seller and haven’t looked into voice or conversational commerce yet, you’re leaving money (and future customers) on the table. I’ve seen clients double their repeat purchases just by adding a simple chatbot to their checkout flow.
This tech isn’t just for the big players anymore. It’s accessible, affordable, and surprisingly easy to set up. Let’s explore what this actually is, why it matters, and how you can make it work for your business, whether you’re running a one-product Shopify store or a full-blown online brand.
What Is Voice Commerce?
Voice commerce refers to the use of voice-enabled technology like Amazon Alexa, Google Assistant, and Apple’s Siri to make purchases, search products, and interact with online stores. It allows users to shop hands-free by simply speaking. Think: “Alexa, reorder paper towels,” and boom—order placed.
But it’s more than just a cool trick with your smart speaker. It’s becoming second nature for millions of people. You don’t need to tap through menus, type long product names, or even look at a screen. You just ask, and your device takes care of the rest.
Whether you’re multitasking in the kitchen, driving, or too tired to scroll through an app, voice commerce fits right into the way people live today.
Big retailers know this. Walmart and Target have already integrated with Google Assistant to offer voice shopping, making it easier for their customers to get what they need without lifting a finger.
Amazon, of course, is ahead of the curve, using Alexa to help Prime members reorder everyday items based on their shopping habits. No screens needed.
And according to Statista, the number of voice assistant users in the US is steadily climbing. In 2022, around 142 million people were using these tools, and that figure is projected to reach more than 157 million by 2026.
That’s a full-blown shift in consumer behavior. People are choosing convenience, speed, and simplicity, and voice commerce delivers all three.
What Is Conversational Commerce?
Conversational commerce, a term coined by Uber’s Chris Messina, refers to buying through chat apps, messaging platforms, and AI chatbots.
Unlike the old-school method of scrolling through product pages and digging through menus, this approach creates a two-way, real-time conversation between you and your customer, right where they’re already spending their time.
Whether it’s Facebook Messenger, WhatsApp, SMS, or a chat bubble on your website, the shopping experience becomes faster, more intuitive, and a lot more personal.
Picture this: a customer sends your store a quick message on Facebook asking, “Do you have size 9 in stock?” Instead of waiting around for your team to respond, a chatbot jumps in immediately, not only confirming the size but suggesting similar styles, checking availability, and even walking them through the checkout process.
The whole transaction can happen right in the chat without ever opening a new browser tab.
That kind of seamless experience builds trust and keeps shoppers engaged. In my work with Shopify-based sellers, I’ve seen how conversational commerce tools like ManyChat and Tidio do more than just answer questions. They actively guide people toward a purchase.
One of my clients set up a Messenger flow that reminded customers about their abandoned carts with a personal tone and a time-sensitive offer.
The result? A 40% jump in recovered sales in just four weeks. No complicated setup. No aggressive tactics. Just meeting customers where they are, in a way that feels natural.
Voice vs Conversational Commerce: What’s the Difference?
While they both aim to streamline shopping experiences using natural language, voice commerce and conversational commerce operate in very different ways, and knowing the difference can help you decide which one makes the most sense for your business.
Voice commerce relies on audio commands through smart speakers or smartphones. Picture someone in the kitchen saying, “Alexa, add milk to my cart,” while cooking.
It’s all about convenience, multitasking, and quick reorders. This works best for simple, repeat purchases where the buyer doesn’t need to browse.
Conversational commerce, on the other hand, happens through text (or sometimes voice) within messaging apps or chatbots. Think Messenger, WhatsApp, or the little live chat bubble on your site.
Customers might ask questions like, “Do you have this in blue?” or “What size should I get?”—and get real-time responses. It’s interactive, guided, and much more personalized.
You can think of voice commerce as calling into a smart assistant, placing a quick order, and getting on with your day. Conversational commerce is more like texting a savvy personal shopper who knows your preferences, answers your questions, and helps you make the best choice.
From what I’ve seen with my own clients, businesses that use conversational commerce often see more engagement and higher conversion rates, especially for products that need a bit more explanation or upselling.
Meanwhile, voice commerce shines when you’ve built strong customer loyalty and want to make reordering a breeze.
Both are powerful in their own right. It just depends on how your customers like to talk.
Brands That Use Voice and Conversational Commerce
Let’s talk about how some of the biggest names in retail are already using voice and conversational commerce to boost sales and simplify the buying experience.
Domino’s Pizza makes ordering ridiculously easy. With just a voice command through Alexa or Google Assistant, you can reorder your favorite pizza without touching your phone or logging into the app.
It’s perfect for busy families or late-night cravings. And because it’s tied to your Domino’s profile, it remembers your go-to order, address, and payment, making the process seamless and fast.
Sephora is another brand that’s nailed conversational commerce. Their Messenger bot doesn’t just respond to simple queries. It helps you book in-store makeovers, recommends products based on your preferences, and even shares tutorials.
Customers don’t have to dig through the website. The conversation feels natural, helpful, and tailored to each person’s needs.
H&M took a different but equally smart route by using a chatbot on Kik. Shoppers can browse entire collections, get personalized style tips, and even try on outfits virtually using the app’s interactive features.
It’s a fun, guided shopping experience that feels more like chatting with a fashion-savvy friend than dealing with customer service.
Starbucks lets you place voice orders straight through its app, and the AI remembers your favorite drinks and previous orders.
Whether you want the same custom iced vanilla latte from last Tuesday or you’re in the mood for something new, it adapts quickly. That kind of personalized experience keeps customers coming back without a second thought.
These are both cool tech add-ons and real revenue drivers. They reduce friction, speed up sales, and keep people engaged in ways that traditional ecommerce just can’t.
If these massive brands are leaning into voice and conversational commerce, it’s because the results speak for themselves.
Why It Matters to Online Sellers Like You
Voice and conversational commerce aren’t just about convenience; they’re about building real, lasting connections with your customers.
People don’t just want fast. They want smart. They expect online stores to remember their preferences, respond instantly, and guide them like a helpful in-store associate would. And that’s exactly what AI-powered tools deliver, 24/7, without needing a coffee break.
In my experience working with online sellers, the ones who integrated conversational tools like chatbots and voice ordering didn’t just see more engagement. They saw more loyalty.
Customers came back, not just because the products were great, but because the shopping experience was smooth and intuitive.
When you use these tools, you’re likely to see higher conversion rates because chatbots help customers find exactly what they’re looking for without frustration or delays. The overall experience feels more personal, even when it’s AI doing the talking, which increases trust and satisfaction.
Voice assistants also tend to increase the average order value by recommending complementary or upgraded items during the purchase process. A customer searching for a basic yoga mat might end up buying a premium one, along with a matching water bottle or carrying strap.
And let’s not forget customer service because a single, well-trained bot can handle hundreds of queries at once, you save on support costs without sacrificing responsiveness. It’s not about replacing your human touch; it’s about scaling it to meet the expectations of today’s shoppers.
The Technology Behind It All
Voice and conversational commerce are powered by AI, particularly Natural Language Processing (NLP). NLP helps machines understand and respond to human language accurately, not just the words themselves, but the meaning behind them.
Ever asked Alexa to play a song or told Siri to remind you about a meeting? That’s NLP at work. It’s what allows AI to detect intent, filter out background noise, and keep the conversation feeling natural.
Then there’s machine learning, which takes things a step further. These systems don’t just follow scripts. They learn from each interaction.
So the more your customers chat, ask questions, or place orders, the smarter and more helpful your tools become. It’s like hiring a digital sales assistant that improves with every conversation.
There are tools you can plug into your store today without needing a developer on speed dial:
- For voice commerce: Alexa Skills Kit, Google Actions, SiriKit. These let you create custom voice experiences so customers can reorder products, check delivery status, or hear special offers using just their voice.
- For conversational commerce: ManyChat, Tidio, Drift, Gorgias, Intercom. These platforms help you build smart chatbots that engage customers, answer FAQs, recover abandoned carts, and even close sales—all while you sleep.
And yes, many of these tools integrate directly with platforms like Shopify, WooCommerce, and BigCommerce. You don’t need to rebuild your store from scratch. You just need to add the right tools that speak your customers’ language—literally.
How to Get Started
You don’t have to overhaul your whole store overnight. In fact, trying to do too much too fast can backfire. The smart move? Start small and focus on features that solve real problems for your customers right now.
One of the easiest ways to begin is by launching a chatbot to answer FAQs or track orders. Most shoppers just want to know where their package is or if an item is in stock. A chatbot can handle that instantly, without you lifting a finger. It saves you time and gives your customers the instant answers they expect.
Another great starting point is enabling voice search optimization on your site content. This means adjusting product descriptions, blog posts, and FAQs to reflect how people naturally speak.
Voice queries are often longer and more conversational—for example, “What’s the best sunscreen for sensitive skin?”—so your content needs to mirror that to stay relevant in search results.
If you have customers who frequently reorder, consider testing a simple Alexa Skill. This works especially well for products like supplements, pet food, or skincare. Imagine a shopper saying, “Alexa, reorder my moisturizer from [Your Store].” That’s one less cart abandonment and one more loyal buyer.
You can also use AI chat apps during big sales or product launches. These tools can guide your customers in real time, answer last-minute questions, or suggest add-ons that go well with what’s in their cart. It’s like having a 24/7 sales assistant who never takes breaks and never misses a beat.
In one case, I helped a client set up a bot that offered personalized discounts through Messenger. We didn’t just throw out random coupons. We tailored offers based on what users browsed, not just what they bought.
The result? Click-through rates jumped by 67%, and customer response times dropped from hours to just seconds. They didn’t just see more sales. They built real connections with their audience. That’s the kind of power conversational commerce can bring when it’s done right.
What’s Coming Next
We’re moving toward frictionless, fully personalized shopping. Not just the kind where your customer can reorder laundry detergent with a voice command, but the kind where AI remembers their preferences, predicts their needs, and even adjusts its tone based on past interactions.
AI won’t just recall what your customer bought. It’ll know what they almost bought, what they returned, how long they hovered on a product page, and what kinds of offers they respond to best. It’s not just personalization—it’s anticipation.
This isn’t a side hustle for tech companies anymore. It’s the next ecommerce revolution. The biggest brands are already shifting budgets toward AI-powered customer experiences. And customers are starting to expect it, even from smaller shops.
My take? If you’re serious about building a future-proof online business, ignoring voice and conversational commerce is like running a marathon in flip-flops. You might still finish, but you’ll be miles behind by the time you get there.
These tools aren’t just futuristic features to impress your customers. They’re smarter ways to sell, connect, and scale. If you’re already using AI to write your product descriptions or schedule social posts, you’re halfway there. Adding voice or chat technology isn’t a massive leap—it’s the next logical step.
Now is the time to lean into this tech. Because the brands that build relationships through conversation, not just conversion funnels, are the ones customers will stick with. When people feel heard, they buy more.
When they get fast, smart answers, they come back. That’s the real power of voice and conversational commerce. And it’s up to you whether you get ahead of it or play catch-up later.
