Conversational Marketing

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Ever wondered how your parents, grandparents and grandparent’s grandparents communicated? Let us take a trip back in time.

Communication started with letters that were exchanged using trains, ponies etc. The 1800s brought many new technologies, including the telegraph. A few years later, the fax machine arrived, allowing us to exchange messages over the telephone lines. And then came voicemail, email, instant messenger. Around the same time, SMS was introduced. It was a game changer. And finally, we arrived at live chat.

Live chat was a blessing for everyone. Communication had suddenly become so convenient, for friends, families, customers and more. 

A study showed that 9 out of 10 consumers would like the option to use messaging to contact a business. In the age of live chat, 71% customers expect conversations to happen at their convenience, in real time. 

Conversational Marketing is a new, personalised approach to doing business online. It helps companies develop customer loyalty, grow their customer base, and, ultimately, grow revenue by using the power of one at a time questions, a lot like real-time conversation. 

Chatbots and Live Chat are two popular ways of conversational marketing that leverage the power of real-time conversations and two-way dialogue to engage customers and seamlessly move them through your marketing and sales funnel.

 

Chatbots are artificially intelligent software programs that use natural language and pre-programmed responses to have a conversation, using conditional logic. 80% of routine questions can be answered via chatbots. Chatbots can reduce customer service costs by 30% and 72% of people who have used chatbots, find them helpful and informative.

Live Chat is a software or app that you can add to your business website which lets users send a message directly to you in real time. It is popular because it allows for instantaneous responses. But it requires a real human to be available to help. 52% of consumers are more likely to make repeat purchases if the company offers support via live chat. 

The benefits of Conversational Marketing are numerous. It allows swift, timely and engaging interactions, it provides highly relevant and personalised experiences, analytics helps collect and interpret customer data. It is highly effective in expanding your customer base, developing loyal customers, and growing your income. According to recent stats, 36% of companies are using live chat for marketing, sales, or customers service inquiries. 83% of consumers said they would be more loyal to a brand who offers a chatbot for tasks like making an appointment or handling customer service inquiries 

Some recent examples of conversational marketing are WhatsApp and Instagram. Their business model allows business owners to create their own catalogue and connect to their customers easily using tools to automate, sort and quickly respond to messages. Email Marketing and Live Customer Support are some other classic methods used for Conversational Marketing.

Conversational Marketing is a game changer for companies. It creates an enjoyable and thorough experience for both the company and the customer, using chatbots and live chats.

DISCLAIMER : This blog was written by the interns namely, Smrithi Keerthana, Shruthi Palasala, Sathvik Kalavacharla, Disha Atukuri and Nitya Gupta at Open Face Media Pvt Ltd for the internship program 2020. All content provided in this blog is for general informational purpose only. It is not intended for sales of any sort or commercial purpose. Neither the company nor the interns are responsible for any plagiarism and copyright infringement that may have occurred in this blog.

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