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“Always be available”. That’s common advice for online businesses. After all, you don’t know who might be awake and browsing your site. Having a website makes this easy, and using automated bots for your customer service makes it even easier. That’s why conversational commerce has grown so popular. But is this a good development? Or better yet: is it even required?
What is conversational commerce?
Before we dive deeper into the topic, let’s cover the basics. Conversational commerce is when your customers can contact you through a messenger channel of their choice, and finish their purchase within the same channel.