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Definition of conversational marketing

Posted: Sun Dec 22, 2024 5:46 am
by ayeshshiddika11
Conversational marketing is a strategy that aims to establish dialogues with customers through interactive channels, such as online chat, social media, and text messages.

It also uses conversational artificial intelligence tools , such as chatbots and virtual assistants, to interact with users in a personalized and real-time way.

Rather than using one-way communications, conversational marketing creates more engaging experiences to build closer relationships with customers, understand their individual needs, and provide satisfying answers.

This insight not only facilitates ongoing engagement with customers, but also enables you to collect valuable data about their preferences and behaviors.

In turn, by integrating artificial malaysia mobile number list intelligence into conversations, companies offer faster, more accurate and personalized responses, which increases customer satisfaction and operational efficiency.

According to Zendesk’s CX Trends 2024 Report , 70% of CX leaders believe bots serve as skilled architects of highly personalized customer journeys.

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Characteristics of conversational marketing
The main characteristics of conversational marketing are:

1. Interactivity
Conversational marketing is characterized by real-time interaction , an aspect of great importance in customer experience. In fact, in Western countries, the time factor is the most relevant in customer experience, according to 33% of users .

2. Personalization
As part of relationship marketing, one of the characteristics of conversational marketing is personalized customer service. Through automation and artificial intelligence, it is possible to manage multiple interactions at once , so that customers receive timely, agile, and one-on-one attention .

In fact, one of the benefits that 51% of companies surveyed by Gartner identified in the adoption of AI is that it allows them to provide personalized, as well as proactive, attention.

This is invaluable, as 71% of consumer-focused business leaders say personalization has a significant or very significant impact on their brands’ customer service strategies.

3. Omnichannel
Although it is not an indispensable feature of conversational marketing, an omnichannel strategy provides continuity to the customer experience; they can maintain a fluid and personalized conversation no matter how many times they change channels.

According to the Zendesk report mentioned above, CX leaders who experience a significant return on investment in CX tools show a 54% inclination toward exploring integration opportunities between voice and digital channels.

Find out more about what omnichannel is in this video: