Consumers too, try to reach out to the brand through these social media channels. The times when they’d have to find a number to contact a brand and then wait on the customer service line for hours, are behind them. Enter – Conversational Marketing.
When you converse on social media, you also appear as a buddy to the consumer. In usual cases, the consumer is reaching out to you for either recommendations or support.
When your consumer comes to your social media channel with a query or hiccup and you’re there to provide them with the support they need, the consumer is likely to remain loyal to your brand as they experienced that you care about your consumers. Moreover, it also lets you provide immediate assistance.
A few instances, consumers show appreciation towards your brand. It could be a compliment for your product or them sharing a positive experience. And when such comments are acknowledged, it encourages them and others, to do it often.
Consumers love personalization and customization. And they love it more when something is personalized or tailored just for them. With conversational marketing, you can provide personalized recommendations to consumers looking for it.
Care about your customers more than about yourself, and you’ll do well, said Derek Sivers, Entrepreneur. So there are several ways you can show a customer that you care.
One of the most effective ways is to engage with them in conversations or be present when they initiate conversations and keep them engaged.
As it’s easier to retain old consumers than to acquire new ones, conversational marketing helps you do that and maintain relations. Here’s how brands like Victoria’s Secret, Fossil, Mercedes Benz and more are already gaming up to the trend.
Its time brands quit the one-dimensional communication strategy and don the hat of a human, who is ready for some conversations.