How can firms create a strong relationship with their customers through online marketing strategies?
Digital innovations help firms retain existing customers, improve the ability to reach new customers and enhance the customer experience. With the use of new emerging digital solutions, such as conversational commerce, brands can listen to their customers and provide them with real-time assistance, catered to their needs.
In in-store interactions, one-to-one personalization is easy to achieve; the sales representative can address a customer’s needs directly to help them find the right solution. But with a conversational commerce solution, not only is this equally possible online, but brands can achieve personalized engagement at scale - and as a result, better resonate with and convert buyers; reducing lead gen cost. Through live-chat features and live video, conversational commerce solutions help brands engage with an unlimited number of web visitors at the same time. With only one presenter talking - and responding to questions - brands can serve hundreds of clients and even add unlimited numbers of concurrent channels with more presenters, to make sure conversations stay personal and in real-time.
They help put the customers in the center of marketing strategies and campaigns and transform the web audience into active viewers by providing an engaging experience online that boost online engagement.
What is needed to stay ahead of competitors?
The brands that stand out are the brands that create memorable, positive customer experiences - and have a great point of differentiation. So what better way to stand out than to directly engage with your audience in a human way from their first interaction? With conversational commerce solutions, brands are able to engage with audiences like never before; cementing their reputations, and building awareness of their positions as trusted industry leaders.
Customers today want to do everything they can do in a retail store from their phone. They need to be able to securely take care of personal business on the go. By improving the services they offer through digital channels, they will improve the user experience of the customer. By standing by their customer promise they are investing in their customer relationships, creating better open channels of communication among all stakeholders.
Customers want to get information or support from their service providers 24/7. What is more they want to speak to knowledgeable people who can give them the confidence and make them want to do business with the company. Those are the things that differentiate companies in commoditized markets.
How can conversational commerce enhance customer engagement and boost online sales conversion?
Achieving effective customer engagement has always been core to securing success. But with increasing volumes of information available to prospective buyers online, how can brands be sure they will resonate with the right buyers, at the right times and at the right stage of their purchasing journey?
With conversational commerce, this is changing. For the first time, brands have a way to engage effectively with customers in real-time - live video and chats have come a long way. Thanks to advancements in broadband speeds, mobile technology and video quality, today, conversational commerce solutions (comprised of live video, chat, voice, chatbots and more) are a core component of real-time marketing strategies. Giving brands a new way to educate and engage with consumers at the right point in their buyer’s journey, conversational commerce solutions are a personalized, interactive and revolutionary way to engage with customers, and offer benefits back to the brand such higher online sales conversion.
The results of our clients speak for themselves: one of the biggest Telco companies in the US A/B tested conversational commerce solution on their website and found that, people who were exposed to the Digital Store experience converted at 40 % higher rate than those in the control group. As a result of implementing live video chat on the website, the brand also achieved engagement rate of 14 % - the average viewer watched the live stream for 3 minutes. Consequently, their exit rate dropped by incredible 27 %, compared to the control landing page, which shows just how impactful live video engagement is and its implications to business’ bottom line.
What would you like to achieve by attending the EMEA Telecoms Marketing and Data Analytics Forum?
We are looking forward to speaking with leading telecom network providers about our conversational technology and see how we can help them boost customer loyalty through real time marketing; give their customers what they want, when they need it. We want to focus on discussions about the crucial trends shaping the industry, such as how to reduce CPA, increase online sales conversion and explore how Telco brands can create a strong relationship with their online customers.
Whisbi is also looking to build business and networking opportunities with the CMOs from across the EMEA region.