In an perfect world, each brand would have the ability to dedicate enough resources to give each customer attention and time that they require. Nothing can be as bothersome for a client as a lacklustre or bad customer service experience, where they feel they weren’t being given.
They may find they don’t have as many clients after a time if a brand gives too many of their customers this kind of experience.
In a survey of Fortune 500 advertising professionals 52 percent of respondents thought that improvements in technology will allow them to take part in meaningful conversations with their clients. Social media, messaging chatbots apps and, specifically are seen to usher in ‘conversational marketing’.
“Conversational marketing is disrupting the newest playbook as consumers spend more time in messaging programs,” said Peter Friedman, Chairman and CEO, LiveWorld.
“Marketers must use two-way dialogue tactics to boost customer engagement, be in the moment, and cultivate lasting customer relationships.”
Advertising is the shift from brands currently currently trying to dictate to customers to feel and think about services and products. Through the use of tech, auto-responders and chatbots that integrates brokers, brands can converse with lots of data and their clients in real-time to personalised experiences on customer intentions and behaviours.
Conversing with clients
55 percent of those LiveWorld respondents desired to deploy programs for the purpose of delivering customer services. Currently under a third are using the technology have a positive impact on consumer experience. 43% have deployed messaging programs in order to further marketing campaign goals.
Chatbots are the tool that many marketers expect allowing them and their customers to speak more. 40% expected that their firm could begin to utilize chatbots in the coming year.
“Chatbots are changing the future of brand advertising campaigns with discussions between brands and the always-on customer,” says Friedman.
“Early adoption of messaging platforms enables natural and authentic engagement with customers and provides brand marketers with a competitive advantage.”
