With how advanced technology is today, customers expect helpful, informative communication, but they also expect it to be quick. Building a successful conversational marketing strategy will strongly benefit your company.
Conversational marketing is the personal conversations you have with customers across various platforms, such as live chat or Facebook messenger. These conversations help sales by building organic relationships right where the customer is. People are increasingly shopping on mobile devices, therefore customer service also needs to be easy to access on those mobile devices. Messaging apps and email are increasingly convenient for all parties involved.
Conversational marketing also provides valuable insight into your customers. Having a one-on-one with a potential client is so much more effective than a cold ad or website banner. Conversational marketing shows your personality if done well, and builds trust with customers.
Once you begin conversational marketing, customer relationship management becomes vital. This helps customers feel like you remember them and any conversations you have had. It also helps the entire customer service department gain knowledge. Using a chat bot to help answer frequently asked questions and point customers to your website can be helpful here.
Conversational marketing allows businesses to have smooth and simple relationships with their customers. Utilize the technology properly and watch your business grow.
- Conversational marketing puts the ball in the customer’s court, allowing her to pick the medium that works for her.
- While remaining one on one and petsonable is key, a customer can elect to communicate via text, email, Slack, Facebook Messenger etc.
- Customers should be able to stop a conversation when they want and then pick it up again at their convenience.
“With each new iteration of technology, our accepted response time has changed — friends make plans faster, families stay closer, and businesses provide answers instantly. In the age of live chat, customers expect conversations to happen how, when, and where they want.”