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Conversational Business: Pay Attention to the Next Big Thing in Business Communication?

On May 29, 2024 | 8 Minutes Read
ChatbotsConversational AIConversational CommerceConversational EngagementConversational MarketingConversational SupportCXGenericGupshup Messaging

The way we connect has fundamentally changed. Messaging apps have replaced phone tags and endless email chains, offering instant, asynchronous communication for friends and families. Luckily for businesses, the messaging landscape has evolved alongside automation advancements, opening the door to conversational AI benefits. Imagine leveraging two-way conversations to drive real business results!

But before diving in, let’s define conversational business. It’s the strategic use of messaging apps to deliver personalized experiences at scale. This involves a combination of chatbots for automated interactions and one-on-one conversations with human agents. As interactive conversations become the new normal between businesses and customers, conversational messaging is here to stay. The sooner you understand and implement conversational business strategies, the sooner you’ll unlock the power of optimized customer communication.

Why is becoming a conversational business so crucial? Because customers are demanding it! A whopping 54% say companies need to transform their engagement methods, and business messaging offers the solution they crave.

5 Essential Tips To Become A Conversational Business

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Ready to get started? Here are 5 essential tips to jumpstart your business’s journey into the world of conversational AI!

Tip 1 – Know Your Customers, Enhance Their Experience with Conversational AI

Knowing your customers’ needs is the foundation of any successful business strategy. Conversational messaging provides a unique tool to bridge the gap and truly understand your audience.

You unlock valuable insights by meeting customers on their preferred messaging platforms such as WhatsApp, Facebook, Instagram, and others. This can significantly improve customer satisfaction and streamline issue resolution.

Let’s understand conversational AI for the e-commerce industry with a real-time use case.

Imagine a customer wanting to know if a specific item is in stock. Traditionally, this might involve a phone call or a frustrating website search. Conversational AI-powered chatbots change the game. Customers can simply message your business directly to inquire about inventory, receive product details, or get answers to any questions.

Previously, customer service was often a pain point. Messaging platforms eliminate the need for lengthy calls or navigating complex menus. Customers can now resolve issues and get instant answers, all within a familiar and convenient environment.

So, how do you get closer to your customers? We believe the answer lies in conversations. Today’s consumers expect on-demand connections with brands. To meet this need, leverage a business messaging solution that fosters quality communication and creates a more natural, conversational way of conducting business.

Conversational messaging provides a direct line to understand your customers’ needs – product information, technical support, or anything else. It’s the perfect platform to serve and engage with your audience on a deeper level.

Tip 2 – Personalize Your Conversations with Conversational AI

Personalization is key to fostering strong customer relationships and building trust. Mass text blasts and generic templates are a recipe for ignored messages.

Conversational AI empowers you to personalize interactions on a deeper level, making customers feel valued and understood. Imagine a Conversational AI in the travel industry to send real-time, personalized messages.

Real-time use case: A customer has previously booked a flight to Hawaii with your agency. Using their past travel data, your AI chatbot can initiate a message suggesting activities or tours based on their preferences. This could be anything from pre-booking popular luau experiences to recommending surfing lessons based on their past interest in outdoor activities.

Why personalization matters: Your customers crave engagement. They want to feel like valued individuals, not just another transaction. Personalized messages go beyond generic greetings – they can suggest products related to past purchases, use customer names and reference their history, or even remind them of upcoming events they might enjoy.

Examples of personalization in travel:

  • Suggesting activities in Hawaii based on a customer’s past travel preferences.
  • Reminding a customer about an expiring travel credit they can use towards a future booking.
  • Sending a message to a customer who previously booked a ski trip, offering early access to discounted lift tickets for the upcoming season.

By leveraging the power of conversational AI and personalization, you can create a more engaging and memorable customer experience, ultimately driving loyalty and repeat business.

Tip 3 – Embrace Proactive Engagement with Conversational AI

Proactive engagement is a powerful tool to nurture customer relationships and drive sales. But how do you do it effectively? The key lies in Conversational AI and personalized interactions.

The foundation for success is opt-in. Customers who’ve opted-in to receive messages from you – through a marketing campaign, a purchase, or another interaction – have essentially granted you their trust. Conversational AI empowers you to leverage this trust by crafting personalized messages that deliver real value.

Here’s an example of Conversational AI in healthcare.

Real-time use case: A patient recently completed a routine checkup. The AI chatbot can proactively initiate a conversation, reminding the patient to schedule an upcoming appointment for a preventative screening based on their health history. The message can even offer convenient scheduling options directly within the chat interface.

Why proactive engagement matters: It keeps your business top-of-mind when customers are ready to make a decision. Initiating conversations allows you to guide them through the sales funnel and encourage repeat business. Share relevant news or product updates with customers who have opted-in, but always remember to provide a clear and easy opt-out option.

The key is making it easy for customers to connect with you. Conversational AI removes the friction and allows for natural, two-way communication. By offering valuable, personalized interactions, you’ll build stronger relationships and foster long-term customer loyalty.

Tip 4 – Mastering Timing and Relevance with Conversational AI

In today’s fast-paced world, conversational AI helps you stay ahead of the curve by ensuring your messaging is expected, timely, and relevant.

Customers crave responsiveness. A study revealed that 46% expect companies to respond to messages within 4 hours. Falling short translates to lost interest and lost business.

Conversational AI empowers you to learn customer preferences. By analyzing interactions, you can understand when they’re most receptive to communication and how often they prefer to engage. This sweet spot between “distant” and “overbearing” fosters optimal customer communication.

Balancing real-time engagement with asynchronous convenience is crucial. Messaging allows customers to interact on their terms, but timely responses remain key. While only 7% of companies respond within 5 minutes (most take 5 days!), prioritizing fast response times positions you ahead of the pack.

Relevance is paramount. Tailor your messages to customer needs and interests. Conversational AI in the BFSI (Banking, Financial Services, and Insurance) industry can showcase this beautifully.

Real-time use case: Imagine a customer inquiring about a recent credit card transaction via chat. The AI can instantly acknowledge the message, provide a brief overview of the transaction, and offer options to view detailed information or connect with a live agent if needed.

By keeping messages relevant, timely, and aligned with customer expectations, you cultivate trust and encourage repeat engagement. Conversational AI becomes your secret weapon for delivering exceptional customer service in a dynamic and competitive landscape.

Tip 5 – Scaling with Conversational AI

The rise of mobile messaging presents a massive opportunity for businesses to connect with customers on their preferred platforms. A study revealed that 68% of companies anticipate advanced messaging apps playing a key role in online marketing within five years. This trend can’t be ignored!

Conversational AI empowers businesses to scale outreach and meet customer expectations seamlessly. Imagine an educational institution leveraging chatbots to revolutionize communication with students and parents.

Real-time use case: A student messages the school’s chatbot platform with a simple question – “What time does the library close today?” The AI can instantly retrieve and provide the answer, eliminating the need for students to search through websites or call an information line. The Conversational AI in the Education sector has a long list of benefits.

By embracing Conversational AI, businesses can personalize communication, improve accessibility, and ultimately foster a more engaged customer environment.

The Conversational Business Advantage: Building Stronger Customer Relationships

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Being a conversational business goes beyond a friendly tone (though that’s crucial!). It’s about fostering a true dialogue with your customers, 24/7, and across any time zone. Conversational messaging means delivering the quick responses and personalized attention they crave. Imagine customers feeling like they’re chatting with a helpful friend, not a faceless corporation. This is the power of conversational messaging, and it can skyrocket engagement and loyalty.

Here’s the key takeaway: customers want to be seen and heard. By prioritizing meaningful conversations, you build positive brand perception and pave the way for long-term success.

Ready to unlock the power of conversational AI and transform your customer experience?

Gupshup, a leading provider of messaging APIs and customer engagement solutions, can help you create a conversational business strategy that delivers real results. Our platform empowers businesses to leverage the power of messaging across the entire customer journey, fostering deeper connections and driving measurable growth.

Contact Gupshup today and discover how conversational AI can revolutionize how you connect with your customers!

Manna Khare
Manna, an IT graduate with 8 years of content writing experience, is passionate about words and their power to convey ideas. When she's not crafting content, she is immersed in books, enjoys cricket matches and the rhythm of music, relishes beach strolls, and cherishes quality time with her furry friend. Her love for languages extends beyond writing, as she is a knower of Hindi, English, Urdu, and Spanish.

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