My personal shopping assistant – Conversational Commerce Strategy

My personal shopping assistant – Conversational Commerce Strategy

Confessions of a ‘shopophobic.’

Shopping has always fatigued me. Don’t get me wrong – I love the feeling of owning something brand new. I just don’t particularly enjoy browsing through endless racks of clothes, shoes, make-up and accessories, trying to find the product that’ll change my entire look. And if I do somehow find it, trying it on to see if it’s the right size, shade or fit is another added obstacle I have always wanted to avoid. My ideal shopping experience is where I put in minimal effort, and someone else does all the work to find me what I’m looking for. In short, it doesn’t exist. 

Or at least that’s what I thought until I met my personal shopping assistant. I was looking to revamp my skincare cabinet and buy a whole range of products that would suit my skin and help it thrive. The only problem was, I knew very little about skin care products and had no clue where to start. Luckily for me, my personal shopping assistant offered me a personalized consultation to help me understand my skin better. She explained the different types of skin to me and asked me to choose the one that described my skin best. I’d always thought I had dry skin, but I realized that what I really had was combination skin with dry cheeks and an oily T-zone. This was news to me, and I was already beginning to see why my previous skincare regimen had not worked for me. She also asked me about the main concerns I had with my skin, such as skin dehydration, pigmentation, acne, wrinkles etc., so she could help me tackle them through the products I purchased.

Next, my personal shopping assistant wanted to know which products I wished to purchase. I wasn’t sure about everything, but I knew I needed a nourishing moisturizer. Immediately, she gave me a list of various kinds of moisturizers – some for the face, others for the body. She also gave me options between ones that were 100% natural, cruelty-free and paraben-free. I had never known there were so many varieties available in such a basic product, and I was grateful for having someone to guide me through each of them. Once I had picked one out, she analyzed my choice to recommend other skincare products that I might need. In there was a toner, exfoliator, sunscreen, eye cream and lip balm. These recommendations were very helpful, and I finally had a shopping list ready. 

We followed the same process for each product that I added to my bag. The personal shopping assistant asked me helpful questions to filter through the plethora of items in order to find the one that was perfect for me. I felt like I was in a movie, comfortably sitting on a couch like Julia Roberts in Pretty Woman, while people showed me things from their shop. I didn’t have to walk around to find what I needed – someone else was dedicatedly doing that for me, and I could happily sip on my coffee. 

In a few minutes, my personal shopping assistant had successfully helped me select a whole new range of skincare products. She even helped me make my payment swiftly, and I didn’t have to wait endlessly to make my purchase. It was hands down the best shopping experience of my life, and I have to say, I was looking forward to shopping with her again. 

If you’re wondering who this mysterious, super-talented personal shopping assistant is and how you can hire her, you’re in for a surprise. She’s not exactly a ‘she’ – she’s a bot. In fact, the entire shopping experience described above was powered by’s conversational commerce solution for Instagram DMs. I wasn’t in a physical store or even shopping on a website. I was actually just chatting with my personal shopping assistant on the Gram, who helped me through the whole process without leaving the chat window even for a second. I didn’t have to open countless links and navigate through tedious websites – the bot did all that work for me. I simply answered its questions, went through its recommendations, and selected the items I wished to buy. Impressive, isn’t it?

Kiehl’s Malaysia has partnered up with to power their Instagram DMs to have conversations at scale with their potential customers and allow them to build their cart inside the IG direct message section and check out. Through conversational commerce, Kiehl’s is able to give their customers a personalized online shopping experience and drive higher sales conversions through scalable 1-to-1 conversations. People are increasingly looking for personal ways to connect with businesses to seek product information, get advice and ask questions before purchasing. is the all-in-one Conversational commerce platform to engage with potential customers personally, answer their questions, build trust and drive a seamless purchase experience through chat.

It’s about time you be where your customers are!

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