How to drive customer loyalty is a leading question amongst all questions. The answer is simple: reduce customer efforts. Although it sounds easier said than done, there might be a winning formula for this. It’s called ‘conversational marketing’, a relatively new term in the digital marketing industry.
By providing customers with a two-way conversation and combining technology with human expertise, companies can better their customer service and make it easy for customers to acquire information and buy their goods or services.
Facebook and Instagram have their chat plugins for businesses to use on their websites which allow them to speak to their customers directly. Also, a lot of customers think it’s crucial that they’re offered a choice of channels through which they can engage with retailers.
So, what is the best way to implement a conversational marketing strategy? Read ahead for our top 5 tips!
Advantages of apps
The messaging trend is still present and many brands have adopted it. Messaging apps have more than 5 billion monthly active users and they became an essential touchpoint between buyers and sellers. By using these platforms, companies can engage their customers with a friendly conversation which is full of rich content.
What is a chatbot? A chatbot is a service, a computer program or an artificial intelligence which is designed to simulate a conversation with human users over the internet. Facebook chatbots or Instagram chatbots, which are the ‘secret weapon’ hardly anyone talks about, can produce far more successful results when used alongside human customer service agents.
Online chatbots can collect important key information about customers and then qualify their queries. Basically, they take care of the basic questions, while the customer service agents deal with more complex and challenging tasks. Chatting is one of the best ways to engage your audience and it can save time.
Rich content rues
Rich content is important and it consists of different media formats such as video, images, and sound. Customers want to express their needs to brands the same way they do with their friends and family, by sending an image or an emoji. When you use rich content, it helps you meet two important criteria: the human touch and personalization.
Around the clock availability
It’s become extremely important to make it easy for potential customers to get in touch with your brand. Whatever method of communication you prefer, make it easy to get the conversation started. You may use the phone, email and social media support, webinars or live chats.
Consider having around the clock support because most of the purchases, 60% to be specific, happen in the evening or during the weekend. This will surely help you convert the best leads.
Create a human conversational expert community
Another important aspect of communication with customers is that it’s always high quality. When a brand connects the savvy experts and enthusiasts with customers, it will be beneficial to the brand. It results in increased revenue, customer loyalty, and a better brand advocacy. E-commerce brands can especially utilize this technology before their customers get drawn away by competitors.
Build Customer Loyalty with Conversational Marketing
Brands that implement conversational marketing are typically more trusted than those that don’t engage authentically with their customers. To build an authentic brand, visit our website and let Venerate Media Group help you, today!