The best conversational channel depends on your specific business goals and customer base. Things to consider include:
- 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.