Conversational Marketing

1. What is Conversational Marketing?
2. Benefits of Implementing Chatbots on Your Website
3. Live Chat Set Up and Monitoring
4. Benefits of Live Chat
5. Live Chat Setup
6. Live Chat Use and Monitoring

Customers have short attention spans.

When they have a question, you need to provide easy channels for them to communicate with your business to get the answers they need.

Failing to do so gives them no other option than to search elsewhere which usually results in one of your competitors assisting where you couldn’t.

This is simply not an option.

You work too hard to drive traffic to your website and position your business as a trusted brand.

So, how do you make sure you’re always available to answer questions?

Sure, you can try to answer every phone call that comes in and quickly respond to contact requests through your website but your capacity to provide immediate answers is limited. That’s not a realistic solution either because you and your team have a full workload fulfilling all the normal operations for the business.

Thankfully, technology can save the day and help automate some of these tasks.

Conversational marketing is the key.

What is Conversational Marketing?

Conversational marketing is engaging customers in one-on-one conversations at crucial points in the buying process when they are ready to interact with your business and seek answers to questions they have to continue their decision in making a purchase.

This is done through the use of customized chatbots and live chat tools.

These methods have increased in popularity in recent years with customers who prefer to control the interaction. They are more comfortable asking questions through a chat interface because they can decide what questions to ask, what information to provide, and even how quickly to respond, if at all.

Chatbot Development

Automate engagement with site visitors using custom chatbots.

Elevate your business to the next level with chatbot implementation. For some people, the first time a chatbot popped up on their screen was probably both a surprising and perhaps even somewhat frightening experience. What is this thing invading my personal computer screen and more importantly, what if it can see me in my pajamas? Relax! They’re here to help, not point and laugh at your yellow ducky slippers and polka-dotted bathrobe.

There are two main types of chatbots, simple and advanced.

Simple Chatbots

Simple chatbots respond to keywords or commands that were pre-written by the developer. For example, if a customer were to ask a question without using any of those specific keywords, the bot would fail to understand and respond with a message letting the customer know that they were unable to understand the question.

Advanced Chatbots

Advanced chatbots use artificial intelligence when communicating with customers. This allows them to understand basic language and respond with multiple suggestions without the use of pre-written keywords or commands.

Popular social media sites like Facebook and Twitter both employ the use of bots. These tasks may include sending out a welcome greeting to people visiting their page, answering questions, or directing customers to the appropriate department or person if they are unable to assist.

Unless you live under a rock, almost everyone has heard of WhatsApp by now. With over a billion users, they actually have their own application, specifically tailored for businesses, to help them more effectively communicate with their users. The app can even help them create their own chatbots with the help of the included tools.

Chatbots are an especially smart solution for businesses because they have the ability to provide 24 hour, around the clock customer service, saving both time and money.

Benefits of Implementing Chatbots on Your Website

Saves you and your sales team valuable time
Available to chat 24/7
Superior customer service
Gives your site personality
Increase your sales

1.) THEY CAN SAVE YOU TIME

Imagine how many valuable hours an employee could save if they weren’t forced to answer the same repetitive questions over and over again? By simply using a chatbot for businesses, employees can focus on more important tasks at hand, rather than explaining to multiple customers throughout the day what their return policy is.

The same goes for customers. They no longer have to wait on the line for the next available representative, while listening to unpleasant elevator music. This can be especially helpful for parents with a screaming toddler attached to their leg.

2.) THEY CAN BE THERE AFTER HOURS

Not all businesses are able to offer 24 hour customer service support. Since bots aren’t human and don’t require any beauty sleep, they are always on duty, allowing customers access to the info they need.

3.) THEY PROVIDE SUPERIOR CUSTOMER SERVICE

Chatbots are incredibly simple and easy to use, which can lead to less frustration from your customers, thus improving your overall quality of customer satisfaction. They can also be helpful for customers dealing with hearing or speech impairments, who might otherwise struggle to get through a phone call. Many anxiety prone customers may also appreciate not having to speak directly over the phone with an actual person, as making and receiving phone calls can be an uncomfortable and nerve wracking situation for some.

On the same token, they can be a relief and sanity saver to employees as well. Dread dealing with angry, irate customers? The chatbot can handle them like a pro, without even breaking a sweat. Patience is a virtue that many of us do not possess, but a bot remains cool, calm, and collected under pressure.

4.) THEY PROVIDE ENTERTAINMENT, AMUSEMENT, AND PERSONALITY

Feeling blue? A chatbot can cheer you up and lift your spirits, by providing some lighthearted and humorous tips and perhaps even some much needed social interaction when you’re lonely or bored. Please note: they are not meant to replace your actual human partner, but if the bot fits, then who are we to judge?

5.) THEY CAN INCREASE YOUR SALES

Think of them as mini virtual shopping assistants, but these assistants are even better because they’re capable of generating both leads and income. By engaging customers through targeted marketing campaigns, they are directly influencing sales.

They also assist in streamlining the shopping process by recommending specific products to consumers. Unlike people, chatbots also have impeccable memories, so they can remember your personal preferences and use them as recommendations when you return at a later time, or even on a different day.

Chatbots just make sense!

With so many benefits to using chatbots for websites, it seems like the logical choice in elevating your business to the next level. First, there were websites, followed by apps, and now we have chatbots and it looks as though they are here to stay.

Live Chat Set Up and Monitoring

When implemented and used correctly, live chat can increase sales and customer satisfaction

Live chat is a platform that allows you to talk directly with customers online. A live chat box will appear as they visit your website. It will ask if the visitor needs help. This begins an engagement with the user and will keep them on your site longer.

You have approximately 10 minutes to provide customers with everything they want to know before their patience wears thin and they go elsewhere.

In today’s tech world consumers want an immediate response. So, how do you provide the customer service response required to keep customers happy? Add the element of live chat to your website.

The majority of consumers prefer live chat because they don’t have to wait on hold or navigate through an automated phone line, and they get immediate answers to their questions.

Live chat makes potential customers happy. It lets them know you care enough to respond right away instead of waiting around for a call back. Responding faster allows you to capture that sales lead and convert it to a sale and/or new customer.

The importance of live chat’s ability to speed communication with customers can’t be stressed enough. The instant gratification clients get directly results in increased sales. And the convenience live chat gives to your customers creates loyalty to your business.

Live chat enhances the user’s experience and boosts conversion rates. Live chat will help you further build your business.

Benefits of Live Chat

SAVE MONEY
Studies show online chat customer service is up to 33% less expensive than communicating by phone because live chat agents can help several customers at the same time. Chat agents can typically handle three or more customer conversations at a time. Only 9% of business websites take advantage of live chat customer service.
STAY AHEAD OF THE COMPETITION
Considering only 9% of websites take advantage of live chat customer service, the chances of your competitors using it are slim. So, when potential clients are looking for answers you will be able to give them what they want and need instantly. You will capture that sale and not the guy across the street.
REPORTS AND ANALYTICS
Live chat also provides a record of communication with website visitors. The data lets you look at what questions customers are asking and how you respond. You can then tailor you marketing efforts to customer’s needs. You will also be able to monitor your web traffic by seeing how many website visitors you are getting versus how many live chat requests are accepted or declined.

Live Chat Setup

Setting up your live chat involves adding a code to your website. Some may choose to do this on their own. Others may have a company that manages the business website do this for them. Regardless, most live chat customer service platforms can be installed fairly quickly.

Live chat programs are customizable and can be tailored to suit your business needs. You can choose the colors for your chat box and personalize the message that greets your website visitors.

Live Chat Use and Monitoring

There are a wide variety of live chat platforms out there. Live chat is a feature small businesses enjoy because it takes away the need for a designated customer service representative as any team member that’s available can monitor the chat.

If you are ready to add live chat to your website, turn to the pros at Neon Goldfish. We can get your live chat set up and train you on how to use it to your advantage. Contact us today to explore live chat options for your business.