Your New Secret Weapon: Conversational Commerce

Many, perhaps most, online businesses now offer "live chat" as a customer service option. Rather than calling or emailing with your support questions, live chat means you can speak to a customer service rep via instant messaging. This option is convenient and easy, and customers like it: live chat has the highest reported satisfaction rating (73%) of any customer service channel. It's part of a wider trend known as conversational commerce that's set to transform the world of digital commerce in the years to come. The term "conversational commerce" was popularized by Chris Messina, then of Uber, in a 2015 post on Medium.com