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What You Need to Know About Conversational Marketing

Posted on 05 February 2021 by admin (0)

The world is seeing an increasing number of startups from different sectors such as towing service, technology, software, cryptocurrency, among others. Most of these startups base their conversation on communication tools such as slack. These tools allow users and customers to ask key questions and get advice on lots of issues that may need clarification. Live chats provide an incredibly powerful communication channel that brings together different groups including support, sales as well as marketing.

Conversational marketing continues to grow in popularity. Good conversations will always take place across the entire business. Going forward, businesses will need to develop a comprehensive conversational growth strategy that can deliver a better customer experience during various stages of the customer journey. Conversational sales play a huge role in helping reps connect with prospects more powerfully and organically.

There are key elements that make conversational marketing.

Conversations happen in customer time

Conversational marketing is an asynchronous relationship. This means conversations should occur whenever the customer prefers. This can be in real-time, after finishing a meeting, or at late night. While businesses need to be able to chat in real-time, they need to be able to finish conversations at the pace a customer wants.

Conversations are scalable

Conversations happen on customer time, and this means all conversations should be scalable. A customer will never care if you are talking with 50 or 100 people. The only thing they care about is to have their issue solved. Businesses should try to engage their customers and have issues solved amicably. You can make use of bots that make 24/7 support possible and provides answers to common questions based on the data that already exists.

Conversations have context

Conversations will never exist in a vacuum. They will need to have context and you should get smarter as you collect more information. This will be important for two reasons. First, it is what customers expect. Secondly, context is what makes messaging convenient. Without it, bots and support reps will need to ask people the same qualifying questions every time they interacted with them, and this would lead to wasted time. People will want to get answers to their questions as quickly as possible and with the smallest effort as well.

Businesses should always strive to deliver the right messages at the right time and to the right person. There should also be the right information on the right channel every time. Some people equate conversational marketing with live chat. However, it has to be noted that conversational marketing is not about a single tool. While platforms such as Slack among others allow conversations to happen, the whole process is not about changing the communication preferences of consumers that in turn should change the way you view one-to-one conversations.

Conversational marketing is not new because we have conversations every single day. People are increasingly turning to mobile to make purchases. As a result, more people are interacting with content that is more user friendly.