What is Conversational Marketing and How to Use it for Your Business?

Automated SMS texts can also ask qualifying questions that your customers would have likely answered on lead forms or sales calls, to better understand what they need from you. SMS marketing can also filter out any easily resolved problems. SMS marketing enables you to start engaging with buyers using personalized messages targeted to them. This could include offering help to people browsing your store or your FAQ page or checking in on visitors who come to your website more than once. Conversational marketing builds relationships with your customers that are genuine and authentic. We’ll break down what conversational marketing is, why it’s effective, discuss the theory, provide examples of conversational marketing in practice, and layout some of its major benefits.

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Take a look at how FinTablo financial accounting platform launched a chatbot for beta testers of the new feature to collect feedback and release it later. Conversational marketing exampleAll the chatbot conversation flows lead visitors to call scheduling. But what’s important, during the conversation they answer pre-qualification questions, so sales managers can focus on the best leads first. In this post, you learned why it’s an essential part of your digital marketing strategy. Also, you saw some great examples of how it’s used on websites today to accelerate sales and support.

Customer Satisfaction Increases

Woodboom prides themselves on being a customer-centric, family-owned business, and so email and website visits were not effective marketing strategies. Start by choosing pages that you want your conversational chatbot to appear in and engage with your visitors. Maximize the number of interactions by selecting the most highly trafficked pages. You can also draw on insights from your conversations to better tailor the buying journey for qualified leads.

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Use a unified conversational marketing tool like MobileMonkey OmniChat ® to talk with customers on Instagram, Facebook Messenger, webchat, and SMS. With just one inbox for you to check, you don’t have to switch between platforms. That means fewer customer messages will fall through the cracks, and you can offer shoppers the immediacy they’re looking for.

Conversational Marketing Tools

Hence, all the information about the patient is readily available to the doctors even before the two interact. Conversational tools make you available to your customer or prospect throughout the day, whenever they need you. Customer success is a new marketing trend, even in the context of conversational marketing which is itself pretty recent. That’s a signal that text messaging is how your customers prefer to engage with you.

conversation marketing definition

Plus, if the user has any questions, the bot can take care of it. Most importantly, bots are able to capture every user’s input in real-time. Hence, even if someone doesn’t finish the conversation marketing definition conversation for whatever reason, you’ll probably have enough data to remarket. The massive improvements can be observed mainly in the case of substituting online forms for bots.

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Conversational marketing also creates brand awareness, customer loyalty, engagement, and more sales through, well, conversations. Behr paint company wanted to boost sales by promoting a new tool known as colour finder. Behr paint company launched an AI-powered campaign on weather.com where they facilitated real-time dialogue with consumers. The colour finder provided personalized paint recommendations to users based on their responses.

However, there are a plethora of other marketing tools—like email, SMS, or Rich Communication Services via mobile—they can use for conversational marketing purposes. The result was a 58% decrease in live chat conversations in just one month. This helped DNA reduce the time to resolve queries and free up human resources.

Improve customer satisfaction through personalized conversations

Rather than removing all forms from your site, you could start by adding live chat and chatbots as a second net — an alternative to forms for leads who are ready to talk to someone immediately. That will open a new way for your prospects to engage with you that’s more natural and personal. Both chatbots and live chat experiences provide ample opportunity to solicit feedback in the form of surveys or other feedback loops. Try to build in space for feedback throughout the channels to collect more user experience data that could inform future decisions for the company. That is because humans are naturally drawn to a two-way communication that is feedback oriented, like chatbots.


For example, providing answers to frequently asked questions can easily be triggered by a keyword or a phrase from customer input. However, retrieving information about a specific product may be more easily managed through button/image choice especially if products are very similar. WhatsApp or Facebook Messenger are the perfect channels to keep your customers/users up to date with their “earnings” as well as anything your business has to offer. Gentle reminders about expiring offers, collected points, updates and special features via channels that have over 90% open rate, can do the trick.