28 Oct
Table of Contents
EXPECTATIONS:
Readers should –
- Be able to define conversational marketing and know what it is all about
- Be able to identify the key differences and similarities between conversational marketing and email marketing
- Learn how they can apply conversational marketing to enhance the performance of their email marketing
- Be familiar with some software services that they can use for effective conversational marketing
Conversation marketing is the type of marketing that is feedback oriented. It depends on a feedback approach to marketing. It is used by companies to improve their engagement and get more loyalty from customers. With conversational marketing, you can greatly improve your customer satisfaction and increase your revenue.
The principle behind conversational marketing is listening, the art of listening to your customers, and solving their potential needs at the right time. The idea of introducing a feedback system into your marketing is the core of conversational marketing; having direct and personal communication with your customers has a way of improving your company’s brand.
Lots of companies are introducing several means to engage in conversational marketing for their brand. And this is the way for new companies to improve their connection with their customers.
Conversational marketing is beyond chatting. It can be used in different areas of your business. It happens at the convenience of your customers and prospects, so you have their attention 100% undistracted, making it the best form of feed-back oriented marketing.
What are the Types of Conversational Marketing?
i. Live chat/Instant Messenger
This is not a separate department from conversational marketing. If you don’t have very efficient customer support, then your business will suffer its effects. The ability to provide active customer support is one of the cardinal strategies of conversational marketing. Top companies provide a 24 hr support for their customers across several social media platforms. This is done to give customers the necessary services they need.
ii. ChatBots
A lot of people are spending more time on screen to message than they are on social media. You can quickly get to where your customers are located with just a chatbot. Chatbots are seen as a futuristic customer service tool. Chatbots are unique because they can learn through the interactions that they make.
Conversational Marketing and Email Marketing
Email marketing bears some similarities with conversational marketing, but it is not exactly the same. The fact that you have thousands of subscribers in your email list does not prove that you are applying conversational marketing. However, there are several ways you can apply conversational marketing to enhance your email performance.
Email marketing deals with just emails, meanwhile, conversational marketing goes as far as using other tools to help solve customer’s difficulties.
Response rate:
Email marketing will get responses by following a call-to-action; conversational marketing will help you get more interaction from your client. Conversational marketing will help you solve problems from your clients and customers because you can hear from them.
Interactions:
Conversational marketing is a tool to build interaction of your customers and improve their user experience with your service. Email marketing will pass information across and will not have a way to get feedback from your clients.
Ways You Can Apply Conversational Marketing to Enhance Your Email Performance
i. Practice Good Timing
Conversational marketing requires rapid responses. This is because your customers will need a response in real-time or soonest. You should keep all your social media channels updated regularly and ensure that everyone gets their response as at when due.
ii. Personalize Your Responses
Customers always love responses that speak directly to their needs. They need a highly relevant experience that speaks to them directly addressing their pain point all the time. If you send a message without targeting the customer’s pain point, you are completely out of order.
Customers don’t care about your product or services if they are not related to their needs. Ensure that you leverage all the internal and external data that is available to you so you can get the necessary information that will grab the attention of your customers.
You can apply some analytic tools to help you interpret what your customers would need. These tools would help you get the most information you would need from your customer’s search history and previous buying records.
iii. Send Feedback Survey to Customers Once in a While
You can send emails to your customers, asking them to identify the aspect of your business they would need improvement on. Ask them about a price or service review, tell them to give you feedback about your service and their experience. This sort of emails triggers some interesting conversations between you and your responsive customers, which would most likely end in sales.
iv. Collect Email Addresses at the Entry Point of Your Conversations
Whenever you interact with your customer, you should be keen on getting their email address. You should see their email address as a means of identification. You can use a plugin or a form they can fill before beginning an interaction with your clients.
v. Send Conversation History via Email and Follow Up with the Subscriber
Sending your conversation to the customer tells them you are interested in their conversation. And when they eventually get a reminder from you following up on the conversation, they are sure that you have their interests and would want to buy from you.
vi. Send Offers to Subscribers Based on Their Interests Gathered During Conversation
You should be able to determine your customer’s preference during your conversation with them. This is the beauty of conversational marketing; getting accurate preference for your customers, whereas in email marketing, you are prone to guesses when selecting for your customers.
Software You can Use for Conversational Marketing
Conversational marketing will allow your business to use chatting services to improve their client’s experience. It also helps to engage potential clients. There are lots of software that can help you implement conversational marketing and improve your client’s experience.
Userlike
This software will help you switch to a more improve customer communication experience. It is suitable only if you perform the role of a sales rep and manager. A support agent will also find this software useful. The software was hosted in Germany. It also helps to keep your client’s data so it can improve their experience whenever they send a message again.
Hubspot
This is one of the leading software that can help you improve your customer’s feedback experience. Launched in 2006, it has been on a mission to make the world a more inbound place. Hubspot is currently in more than 100 countries and has reached more than 68,000 users. The software is made up of a Marketing hub, Sales Hub and a powerful free CRM. Hubspot has all it takes to give your customers that 5-star experience they deserve.
Intercom
This software is a modern business messaging on a large scale. It will give you a better relationship with your customers because it creates a more personal experience for your customers. It comes with an inbuilt translator that can translate to the several languages you or your client prefer. It has present some integration with other widgets. And with intercom, it is straightforward to resolve rickets with other team members.
CONCLUSION
As long as you ensure your customer’s satisfaction and feedback is a top priority in your marketing then you are on the right track.
