Conversational channel
What is a conversational channel?
A conversational channel is any method or platform that allows two-way communication between a business and its customers in a conversational way. It's a channel for having back-and-forth conversations.
Common examples of conversational channels include:
Common examples of conversational channels include:
- Website/app chat widgets
- Messaging apps like Facebook Messenger, WhatsApp, SMS texts
- Voice assistants like Alexa, Siri or Google Assistant
- Social media direct messages
- Live chat tools
Choosing the right channel
The best conversational channel depends on your specific business goals and customer base. Things to consider include:
Many businesses use a combination of different conversational channels to make it easier for customers to reach them however is most convenient. Having multiple channel options increases the chances of customers finding a comfortable way to chat.
- Where are your customers most active and comfortable communicating?
- What types of conversations and transactions need to happen?
- Do you need rich media/payment integration capabilities?
- What channels integrate with your existing tools and systems?
- What are your support staffing and 24/7 response needs?
Many businesses use a combination of different conversational channels to make it easier for customers to reach them however is most convenient. Having multiple channel options increases the chances of customers finding a comfortable way to chat.
Tags: Chatbots