Retail storefronts, call centers, and offices are mostly closed, making communication with customers tougher than ever. Marketing and communications are moving increasingly to digital, by necessity and innovation. But that doesn’t mean that you need to learn to code and become a “hacker” overnight.
Upgrade Your Digital Communication with Conversational Marketing
Traditionally, digital channels of communication (such as email, social media, and display advertising) have been relegated to one-to-many, unidirectional messaging. The customer sees a post, ad, or email, and then engages with the brand on a website or retail outlet. This archaic level of digital engagement lacks the ability to truly engage a customer, and can leave brands completely in the dark as to which extra information potential, and existing, customers might need.
Conversational Marketing is the solution: it’s marketing that talks with customers, not at them. Using advanced machine learning, intelligent chatbots can not only engage with customers, but learn from them, and at enterprise scale. Where traditionally, it would fall to customers to contact a company and make a specific request, which may then end up as a help desk article or possibly catch the eye of a marketing manager, conversational marketing shifts to proactive engagement and makes things easier for both brand and customer.
Understanding Customers, Utilizing Technology
The COVID-19 shutdown has impacted several channels traditionally used for building customer understanding, from brick-and-mortar retail to events to tradeshows. That doesn’t mean that you have to stop learning – on the contrary, now is the best time to learn more about the needs, pain points, and successes of your customers.
If chatbots are new to you, or the concept of Machine Learning seems daunting, don’t worry! Spectrm is built for marketing teams. Designing conversation flows, optimizing performance and automating re-engagement to specific segments is all possible right in Spectrm – no engineering required! Developing a conversational AI that understands your unique set of customer intents and training your chatbot to get smarter over time is possible in simple workflows in our platform.
Put simply: we’ve done this a lot, and we’re here to help you leverage our experience for your conversational marketing success. We’re here to give you a frictionless path to growing and delighting customers.
Reach Your Customers Where They Already Are
Customers React to COVID-19
How are customers reacting to the COVID-19 lockdown? One advantage of implementing automated conversational marketing is the access to troves of new data and analytics to improve your marketing and your customer understanding. While CPMs initially took a dip due to general uncertainty early in the shutdown, at Spectrm we’re now seeing many of our clients pulling record orders and record months. With a focus on eCommerce and digital marketing, these companies have solutions that are contactless, and bring the full engagement of the retail experience to an enterprise scale digital platform.
It’s natural, during this period, for customers to have additional questions and concerns, whether about package handling, delivery times, product availability, or other queries. Addressing these new concerns reactively risks both losing customers higher up in the funnel, and overloading customer success teams. Spectrm’s conversational marketing bots utilize machine learning to dynamically identify and address common questions. You can also pre-load your chatbot to handle a number of anticipated questions, thus providing your customers with a more comforting and delightful experience, while saving time and effort for marketing and customer success teams.
Learn More about Conversational Marketing for FREE
If you’re ready to learn more about conversational marketing, we’ve got more knowledge (and success stories) to share! Whether you’re new to marketing on conversational platforms or just need a refresher, check out our guide on building campaigns in Facebook Messenger and our Webinar on Conversational Display Units with AdLingo.