10 June 2022
Conversational Marketing: CX Through Dialogue
We are surrounded by marketing in one form or another every day. As the number of service providers expands, so does the level of competition between them. There has been a shift in how businesses are promoting themselves in the general arena of marketing. One of those ways is conversational marketing.
Conversational Marketing is a form of marketing in which a customer’s advocacy of a brand is achieved through conversation and other activities centered around dialogue. Nowadays most business websites you visit have a little chat box in the corner. They are asking, ‘How can we help you today?’ or ‘What brings you here?’
Making the Customer Experience More Personal
Conversational marketing allows you to deliver your customers with more personalized and individualized service. Customers think brands that treat them like individuals (rather than impersonal customers) get their business more often. 78 percent of customers will only respond to offers that are personalized to their specific needs based on their previous interactions with a business. 77% of consumers prefer, advocate, and pay more for brands that offer more personalized service.
The more you engage with customers on an individual basis, the more you’ll get them. And the more you’ll get how they interact with your business. As a result, you’ll have a far greater understanding of who they are. You’ll also understand their needs, and how to support them better in the future.
There’s another thing to keep in mind though. Conversing with prospective clients is an effective technique to evaluate and segment them.
Best Practices for Enriching Customer Experience Through Conversational Marketing:
– Approach each interaction with the context of the scenario and your relationship with the customer.
– Use all relevant details of the customer to improve your conversations with them. This is where a CRM solution like Desk360 comes in handy.
– Use every interaction with your consumers to learn more about them. That way, you can engage with them even more in the future.
– Respond as soon as possible. Another important need of today’s consumers is promptness. Your customers will only give you about ten minutes to answer their questions.
Let the chatbots handle the bulk of the requests
Chatbots can provide immediate answers to questions that your customers frequently ask. Airlines, for example, can use live support to keep passengers updated about flights. For example, China Merchant Bank handles nearly 2 million chats via chatbot every day. Most of them are simple questions about payments and accounts. These questions would take a live support staff longer to answer. Chatbots enhance their customer service by utilizing both natural language processing (NLP) and machine learning (ML). Chatbots may be excellent at providing quick responses. But they are not always capable of answering more complex questions.
Armed with these capabilities, chatbots have become extremely useful in the world of conversational marketing. Brands use it to interact with their customers in a quickly and easily. And users don’t have to learn how to use a chatbot like they would a regular app. In only a few clicks, users can ask about the progress of their prior orders. They can reschedule their travel arrangements. Or they can find the location of the nearest store. Some people have found them to be increasingly popular. Because they’re less tech-savvy or simply don’t want to deal with a customer service professional.
Conversational commerce is the technology of the future for customer support. Do you want to build trust and brand loyalty with your customers? This is an excellent method to do it. Desk360 is here to help you with your live chat or chatbot needs. Whether you’re starting from scratch or looking to make improvements to your current setup. Take a look at the products we have available on our website. Or feel free to contact us via chat if you have any questions for us.