Conversations happen on the channels customers prefer

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Conversational marketing meets customers on the platforms they use most, whether it’s chat apps like Facebook Messenger, web chat, or even SMS. By making customer service available through their preferred channels, you allow customers to interact where they feel most comfortable.

Today’s consumers are accustomed to accessing information quickly and easily, so if a quick chat message or chatbot can solve a problem, they shouldn’t have to spend endlessly on hold at a 1-800 number to get answers.

Also read the 10 best digital marketing apps for digital marketing professionals

How to implement a conversational marketing strategy
Creating meaningful conversations, whether with sales reps or chatbots, can convert visitors into customers faster than traditional marketing. In fact, customers are 63% more likely to return to your website after an engaging chat.

However, incorporating conversational marketing into your sales processes and customer journey can audit directors auditors email list require some planning.

For conversational marketing to work smoothly, you need to create a user-centric experience rather than just promoting products. Your sales, service, and marketing teams need to prioritize relationship building over transactions.

Check out this step-by-step approach to making your digital marketing strategy more conversational.

Step 1: Identify your goals and metrics first
Before you start building a conversation strategy, think about what the right approach will look like for you.

Do you want to increase sales with personalized product recommendations via Facebook Messenger?

Or maybe you're more focused on improving customer satisfaction and care about high conversation ratings?

Here are some metrics that can help you measure the effectiveness of your conversational marketing:

Sales and lead generation : Leads generated, conversion rates, or average order value
Engagement : Response times, number of interactions or messages exchanged
Awareness : Reach, impressions or click-through rate
Customer loyalty and satisfaction : Retention rates, customer lifetime value, CSAT or NPS scores