What are conversational marketing and conversational commerce? Use chat to build

What are conversational marketing and conversational commerce? Use chat to build long-term relationships with customers Using "dialogue" to build relationships with consumers not only allows you to serve customers one-on-one, but also obtains consumption data on the front line, making brand marketing more effortless. Are you challenging digital transformation ? Do you also want to use online channels to manage relationships with customers? This article will introduce the importance and application methods of "conversational marketing" under the new retail trend, and recommend appropriate AI and technology tools to help you build the strongest brand! What is Conversational Marketing? Conversational marketing under the digital marketing trend in 2024.

Table of contents Start with 3 aspects to quickly create conversational marketing 1. Think customer -centered 2. Use "channels" as service media 3. Use "tools" to create high efficiency Successful case: Integrating official account + automated experience, customer service efficiency increased by nearly 90%! Good conversational marketing allows your customers to close deals quickly What is Conversational Marketing? In 2016, Uber's UX designer Chris Messina published an article pointing Bulk SMS Service out that conversational marketing is a business trend and that people in the future will be accustomed to interacting with brands through online channels. Today, it has become normal for customers to communicate with brands through FB, IG private messages or LINE. Conversational marketing is almost the basic marketing strategy of the new retail era. Wherever there is a need for "conversation", there will be conversational marketing. Imagine, when a customer is interested in a product or service, does the brand have a suitable and immediate online channel for consultation? Or when a new promotion is launched, how does the brand know which customer groups to target so that it can reap the most benefits at the lowest cost?

In fact, the faster and more accurately you can respond to consumer needs, the more likely you are to have your customers close a deal . Therefore, conversational marketing, as the front line of interaction with customers, often takes the consumer as the center, designing the most convenient contact points for two-way communication externally, and imagining ways to better utilize data internally. This thinking model makes conversational marketing the basis for other marketing strategies. For example, omni-channel marketing focuses on the consumer journey , so you can use conversational marketing thinking to choose a conversational platform and introduce AI and technology tools to achieve a seamless consumer experience; or inbound marketing , high-quality content needs to be delivered to the right person at the right time. If people promote it, you can use the data generated by conversational marketing to provide targeted services. AI artificial intelligence As many as 92% of respondents pointed out that integrating AI into marketing strategies will be the No. 1 trend in 2024. In the latest 2024 Digital Marketing Report , social media monitoring and analysis company Brandwatch investigated several key trends highly relevant to conversational marketing based on social data, statistical data and survey data from more than 500 marketing experts:

Authenticity-driven marketing 86% of consumers believe that brand authenticity affects purchasing decisions, and 80% of brands believe that they provide authentic content, but only 37% of consumers agree with this view. Personalized experiences that foster loyalty 60% of consumers said they would become repeat customers because of personalized experiences, and 75% of customers expect a more personalized consumption experience when sharing their own data.

Listen to real-time consumer needs 70% of customers pursue a seamless experience at all times when interacting with brands, and 64% of consumers also express the hope that companies can respond faster to changing consumer needs. You can find that from the media era to today's new retail era, brands are increasingly relying on conversational marketing strategies, and are pursuing MarTech and humanized service experiences to complement each other. Choosing the right AI and technology tools is undoubtedly the key to creating conversational marketing. key. Recommended reading: How to operate LINE customer service system? Keep up with AI automation technology trends.

Start with 3 aspects to quickly create conversational marketing Now that you know the importance of conversational marketing, where do you start practicing it? You can refer to this marketing plan to first understand the basic analysis theory, or formulate your conversational marketing strategy according to the following directions: 1. Think customer -centered Conversational marketing originates from consumer demand. Therefore, it is necessary to first understand the target customer

groups, analyze consumption behaviors and habits, and think of all- channel consumption paths for them, and then plan conversational marketing For example, because customers often have a lot of questions about products, you can create a FAQ self-service area for customers so that they can quickly find answers on their own; customers will add products to their shopping carts but forget to complete the order, and you can design an automatic journey . Actively send to LINE for remarketing . Only by mastering the outline of the target customer group can we further achieve precise marketing . From the perspective of serving customers, we can change passive waiting into proactive attack! Recommended reading: A must-read for customer service: Reduce LINE customer service time by 50% and increase the value of each message! 2. Use "channels" as service media Just like people's reliance on iCloud and Google Drive cross-device synchronization, customers are eager to painlessly connect and interact across channels , and at the same time they are looking forward to having "one device in their hand" to solve all their troubles at once. In order to provide services, brands may set up multiple online marketing contact points, such as official website channels, emails, social platforms or LINE OA . For online channels, the best choice is the channel that the customer base uses in daily life .

Take LINE as an example. LINE has nearly 200 million active users in Asia and has a usage rate of more than 90% in Taiwan. Up to 80% of users say that the most frequently opened app in a day is LINE, which is used for conversational marketing. The channel is undoubtedly a good option. 3. Use "tools" to create high efficiency Employee training may improve the quality of customer service, but it is not an efficient strategy and can easily lead to excessive reliance on manpower and cost a lot of money. You can introduce AI and technology tools to integrate multiple channels in one stop. While maintaining high-level services, you can make full use of OMO data to drive a comprehensive marketing strategy for the brand. For example, if you choose FB, IG or LINE as a conversational marketing channel, you can use the conversational platform CAAC created by Crescendo Labs to easily integrate data from each site, so that customers do not have to start from scratch when switching conversation channels. ; Or use the AI assistant and message reply template (template) function to save customer service more time and effort. Among the latest customer service trends in 2024 , AI and automation are recognized as the most important future trends. You can make use of MAAC, another product marketing platform of Crescendo Labs , to create automatic journeys for customers and automatically respond to messages . Combined with CAAC's keyword assignment specialist function, you can provide high-tech services while maintaining humane and friendly contact with customers. .

Recommended Reading: Recommended Comparison of Online Customer Service Systems: 4 Trend Indicators to Choose the Most Suitable Tool Successful case: Integrating official account + automated experience, customer service efficiency increased by nearly 90%! which is committed to providing high-quality housing and rental experience , has a lot of "dialogue" needs with customers, so improving customer service efficiency has become the key to brand management. After adopting CAAC and MAAC tools, the average customer service time dropped drastically from 3.6 hours to 0.5 hours in just three months! Rental uses the CAAC team management function to integrate internal teams and share LINE OA to manage conversation channels in a centralized manner. It also makes good use of keywords to automatically assign specialists to complete partition labeling and customer tracking in one go. In addition, also uses MAAC to create an automatic journey with the three functions of "welcome message, graphic menu, and automatic response" to realize LINE marketing automation . Good conversational marketing allows your customers to close deals quickly Conversational marketing has become a key strategy for modern business. Through real-time interactive platforms, brands can establish

deep connections with consumers, provide personalized services, and improve customer satisfaction. With the development of AI technology, this marketing method not only improves customer service efficiency, but also enables precise marketing based on consumer behavior data. In diversified channels, such as social media, instant messaging tools, etc., enterprises can also use AI tools to realize the automated customer journey and achieve a seamless experience across all channels. Do you also want to create a successful conversational marketing strategy? Come see how Crescendo Labs can help you achieve your goals! Website: https://www.bulksmsmaster.com Telegram: https://t.me/latestdat Whatsapp: 639858085805 Phone: 639858085805 Email: info@bulkmailmasters.com Address: Blk 34 Lot 5 Easthomes 3 Subd Estefania, Bacolod City, Philippines,6100