Conversational Marketing in 2020

Jun 18, 2020 | Social Media

Conversational marketing enhances customer experience, drives customer engagement, and develops customer loyalty. More importantly, it has allowed businesses to generate more qualified leads, scale brand awareness, and support related tasks while saving time and resources.

Conversational Marketing

In this age of chat bots, automatic voice messages, and live chat, it's not farfetched to have full conversations with Bots or AI (Artificial Intelligence). Consumers can receive answers on their time. Rather than sending an email, waiting on a phone call, or submitting a form and receiving a response 3 days later, consumers can engage with businesses in a way that feels comfortable to them. According to Small Business Trends, 82% of consumers look for immediate assistance from brands and 53% are more likely to buy from a business they have communicated with.

What is Conversational Marketing?

Conversational marketing is a feedback-oriented approach that uses chatbots, live chat, and targeted messaging to foster genuine conversations and deliver value across channels.

What are the benefits of Conversational Marketing?

  1. Engagement and Generating More Qualified Leads: Chatbots can be configured to match your brand’s identity. Building strong customer relationships and improving consumer engagement is what it should be all about. This human-like approach allows customers to gain trust, and brands to garner long-lasting relationships.
  2. Insights and Better Consumer Experiences: Chatbots allow for real time conversations with information that can be passed directly to the sales team. Your website and brand become more than a web page. You can actually guide the consumer to their desired shopping experience faster.

Why would my business need Conversational Marketing?

  1. Improved Customer Engagement: Customer service will make or break a company. A business could have the cheapest prices, best materials, largest inventory, but if all you see online are negative comments, it will sway consumers' buying decisions. With interactions that come across as more conversational, customers feel valued as their concerns or feedback is responded to in a more personalized fashion.
  2. Sales... Meet Marketing: The marketing team helps build customer relationships by incorporating strategies to engage more customers. The sales team joins the conversation when a customer is willing to buy the product or service.

In 2020 and beyond, businesses will need conversational systems to be the face of their brand and provide an omnichannel experience for its customers. In a world where content is king, and context is just as important, companies will need to focus on methods that can optimize customer interactions and provide the conversational experience they're looking for.

If you are looking to add this powerful communications plan to your marketing strategy, contact the experts at Informatics. Our team has helped clients create personal conversational marketing strategies, obtain loyal customers, and generate new leads.