28 October 2020
Conversational Marketing is the future of your customer service
It’s not hard to believe that conversational marketing is going to have a much stronger focus in the future when we look back at the recent past. Instant messaging apps and social media networking have played a very strong role in shaping our communication today, which leads us to a future where conversations and conversational interfaces, such as Siri and Alexa, will dominate the world of communication.
How do your customers reach out to their friends and family? How do they interact with your brand? Are they the type that will send you a message on social media or WhatsApp rather than make a phone call? Are they avid users of online chat software? Look within your own circles and see what target markets exist and how they work. Is your business making the right accommodations for this segment of your target market or are you losing these customers in the gaps in your customer service strategy?
How conversational marketing through online chat software works
Not the sexiest of topics, but it’s an interesting one. When we think about conversational marketing, the first thing that normally comes to mind is a smiling contact centre agent assisting a smiling customer. You know the type; you’ve seen it in every corporate image for customer service. But conversational marketing goes far beyond that. Every interaction could be a conversation and every conversation strengthens and deepens the relationship and trust between a customer and a company. This is why it’s important to maintain those conversations more than ever. In a digital world where competition is tight, customers have much more control over the companies they spend their money with, and having good relationships with customers is key to success.
Imagine a customer bumps into your website while searching for something. It looks interesting and they want more information, but it’s late at night and your customer service team is offline. What happens next? Does the customer just click away, never returning? Or does your company cater for this nighttime window shopping target segment? But you do, and you’re in luck. Your website’s Click4Assistance artificial intelligence chatbot fires off a friendly hello, and your potential customer starts asking a few questions. Artie assisted but the customer wanted to have a more in-depth conversation around the product your business sells, so he’s transferred the customer to one of the specialists for this product and set up a call with the customer for the specialist at a time that’s convenient to him. All of this happened while the customer service team was offline, and this potential customer has some preliminary information along with a scheduled call at a convenient time. This is automated conversational marketing, and it’s the next step forward for customer service.
Click4Assistance has over 15 years of experience supporting businesses just like yours with their customer service software solutions, so you know your business is in good hands. The Click4Assistance dashboard is a complete game changer for your customer service team, with online chat software, video chat, AI chat and form bots, social media direct messages, Click2Call, and even your own CRM integrated, all in one place to skyrocket their productivity. Built remote working ready, your customer service team can seamlessly access the dashboard from any laptop or desktop with a Chrome browser, allowing your team to stay online no matter what happens. And with 256-bit encryption, your live conversations are as secure as a payment page, whether you connect in the office or at home.
Skyrocketing your customer service team’s productivity while improving your conversational marketing with online chat software has never been easier. If you’re interested in deploying Click4Assistance, the UK’s premier GDPR compliant live chat software solution, to increase your business’ productivity for 2020, give us a call on 0845 123 5871 or send an email to firstname.lastname@example.org and one of our experts will be with you right away. Not ready to reach out yet? Discover how it works, try a demo, or better yet, try Click4Assistance completely free for 21 days.