Conversational Marketing: Drive Revenue and Improve Customer Experience


The Covid-19 pandemic has significantly transformed the future of purchasing products and services. With main streets stagnant and a new wave of e-commerce-based alternatives, the “personal touch” that once came with walking into a store has begun to fade.

(Fountain: The future of commerce)

Covid-19 has boosted the e-commerce market by 35% since the start of the pandemic in 2020. With more competitors than ever, online businesses have had to adapt to the needs of a digital native audience.

From paid viral social campaigns to clever UX design, each company has tried to stand out from the rest. However, in their effort to gain a large audience online, most of the e-commerce giants have forgotten a vital strategy. The power of conversation and connection.

A recent study by McKinsey & Company revealed that more 80% of US buyers value personalization during the shopping experience. Mimicking the traditional one-to-one merchant format with customer balance has been shown to improve customer retention and make them feel valued when purchasing a product.

Better yet, personalization not only benefits the customer but also the business. Create a positive performance pattern in the customer experience. 20% in customer satisfaction ratings and a 15% increase in sales conversions, ultimately setting you apart from your competitors.

The question is, how can you carry out a personalized customer strategy as your business moves to e-commerce? The answer is conversational marketing.

What is conversational marketing?

Conversational marketing it’s about taking the format of face-to-face interaction and applying it to the type of service you provide online. Instead of taking advantage of the big consumer platforms like Facebook and Instagram to project a message to millions. Conversational marketing focuses on speaking directly to the consumer and providing personalized customer service.

(Image source: Chatbots Magazine)

While this form of marketing strategy may seem time consuming, its benefits outweigh the costs. Using the time and resources to capture and leverage leads is much more likely to turn into a sale than a mass marketing campaign that targets only the surface of your demographic.

Implementing conversational marketing solutions such as chat bots, customer feedback technology, and an in-person sales team can improve relationships with B2C customers and provide a closer look at your target demographic.

Knowing your customers will not only ensure your sales, but many others as well. When you prioritize personalization, you’ll get a better picture of your target leads. This helps in creating successful social campaigns and retargeting tactics.

Read on to find out how you can incorporate this strategy into your marketing plan.

What are the benefits of conversational marketing?

The growing number of benefits of conversational marketing is quickly catching the attention of savvy marketers.

(Image source: GRM Digital)

Here are four of the most positive changes companies have seen after implementing conversational marketing in their ecommerce strategy.

Higher conversion rates

Conversational marketing is known for increasing conversion rates and converting potential leads into final sales. Do you know all the organic traffic from the site that you have struggled so hard to gather? Well, conversational marketing could be the key to keeping your customers sticky. Using conversational tools like chatbots has a much higher engagement rate than a submission form alone. This encourages customers to voice their potential concerns. They will also receive instant feedback 24/7, which will improve customer service.

This improves the customer experience and boost that CRO as web visitors are much more likely to go to the checkout, knowing that their questions and concerns are answered.

Customer satisfaction

Customer satisfaction is also a key benefit associated with conversational marketing and often the driving force for ecommerce sales success.

Consumers say that it is the shopping experience that often leaves a lasting impression. Therefore, improving the customer experience is vital if you want to see those conversion rates increase.

Conversational marketing is a great way to improve customer retention. Using one-to-one communication methods to help develop a potential customer makes the customer feel heard and, more importantly, valued, encouraging them to return for future purchases.

(Image source: QuestionPro)

In fact, a recent Salesforce survey revealed that 76% of consumers They believe that customer service is the true test of how much a company values ‚Äč‚Äčthem, and they are five times more likely to buy back if they have received positive service throughout their shopping experience.

Get to know your customers

One of the most important components of a successful marketing plan is detailed user research and testing. Whether you are testing your UX design or using detailed information traffic monitoring software Like Finteza to aid in strategy planning, collecting customer-based information will give you a better understanding of your target demographic in the future.

Conversational marketing allows you to conduct user research at a deeper level. Rather than simply surveying leads, you can speak directly to insurance leads. Listening to your customers will allow you to better understand the key factors that make up their demographic. This will help your future campaigns as you explore your niche.

Customize your solutions

The best thing about customizing your marketing reach is the fact that you can also customize your solutions too.

Hearing feedback in real time makes it easy to customize the solution for your customer’s problem. Using chatbots, sales reps and interactive forms in real time gives you the ability to modify your services and create the best combination for success.

For example, if a customer is unsure about the service you are selling, you can use conversational marketing to provide a personalized solution. This could be a free trial or a percentage off your first payment. Offering these personal touches not only contributes to customer satisfaction, but is more likely to encourage a long-term buyback or subscription.

Clients want to see that you are flexible and adaptable to their needs. Make them feel like a big fish in a small pond and watch your sales goals skyrocket.

How to implement conversational marketing in your strategy

Implementing conversational marketing in your ecommerce strategy has never been easier. Here are some of the easiest ways to integrate personalization into your B2C future.

  • Chatbots: If you want to stay active for your consumers 24 hours a day, 7 days a week, chatbots They are a great way to spark conversation about your products and services. A bot can easily process multiple requests at once and provide personalized service for each issue. This drives sales conversions and breaks down potential barriers.
  • Invest in a sales team: While it may seem like an expensive investment at the time, investing your budget in a real-life customer service team will provide you with a significant ROI. In personally following up with sales leads both by phone and by email, the format mimics the face-to-face contact buyers receive in store.
  • Head to social media: While prioritizing website conversions may be your primary goal, with 4.4 billion users, most of your demographic is likely on social media as well. Implementing social listening tactics in your strategy can make it easier to talk to potential sales leads and respond to brand mentions outside of your online store.

Ready to start the conversation?

For ecommerce startups on the block, conversational marketing could be the key to their success. Known for reducing sales and marketing costs by 10-20%This unique form of strategy is moving business tactics to traditional sales methods. Why not incorporate it into your marketing plan and watch your sales skyrocket?


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