4 Ways Conversational Chatbots Engage Customers

This is what we call customer engagement — and it’s more important than ever. Conversational customer engagement helps you provide fast, convenient support through channels customers actually like to use. Canned responses help in answering customers queries instantly, reduce the resolution time and improve customer experience. Manage all your conversations across messaging channels like Facebook Messenger, WhatsApp Business, Viber, and Telegram all with REVE Chat’s customer engagement.

People message one another nearly 20 times more on messengers than they did on SMS. The heads are down around the room, thumb-typing on smartphones as we respond to friends, family, our sports groups, and even some of the companies we buy from. That is why in credit and collections we have witnessed more and more customers willing to have those difficult conversations about money. With asynchronous messaging customers can take the time to respond when it is right for them. Conversational customer engagement is all about engaging your customers.

smart ways to improve your customer engagement with conversational AI

Traditional sales and customer service still have their place in the business world, but consumers are starting to look for other options. They’re interested in transparency, authenticity, and, more than ever, personal relationships with brands. That’s one reason why conversational customer engagement has taken off so quickly. Implement a chatbot on your website and give it a “personality” to help your conversational customer engagement strategy.

Conversational AI is a type of artificial intelligence (AI) that can simulate human conversation, for example chatbots for online customer support. The use of chatbots and virtual assistants in banking is expected to skyrocket in the coming years. These intelligent automation tools will handle routine customer queries, offer product recommendations, and provide round-the-clock assistance. A robust customer engagement platform can offer insight into the effectiveness, traffic/active users, opt outs, and click through rate of your campaigns and interactions across channels.

Benefits of conversational customer engagement

Here, we’ll explore creative chatbot use cases and 4 best practices to maximize customer engagement. As mentioned earlier, bots can send discount coupons when asked or based on demographics. Similarly, they can analyze customers’ previous orders and acknowledge loyalty by sending discount coupons, special offers, and freebies via email and social media.

Use conversational customer engagement to provide VIP service to your most loyal customers. It’s a great way to check in with them and remind them why they love your brand so much. Empower your team to deliver interactive assistance to customers in real time. Combine co-browsing with video chat to offer faster solutions that improve first contact resolution.

AI Chatbots

You have a limited amount of words to play with so be clear and direct. When viewed on a desktop the average inbox will show about 60 characters of the subject line. But increasingly, email is read on mobile devices – more than 50% according to estimates. conversational customer engagement In that scenario, you can’t be sure that any more than 30–40 characters will be visible, which means you have less than 6–8 words to get to the point. Our own research has found that, on average, messages that are opened have shorter subject lines.

For example, team members should quickly review clients’ history before replying to messages. This way, they can personalize their responses as much as possible. Customers may abandon your services when they do not find the information they need quickly. However, conversational AI can filter out specific issues based on questions and redirect user queries to customer support agents for co-browsing. For instance, if the customer has a query regarding their bill, the chatbot collects consumer data and refers them to a live representative.

Conversational Customer Engagement Use Cases

While chatting with the customer, the AI assistant can gather plenty of information about your customers’ needs and preferences. Although these questions might require fast answers, they only sometimes need human attention. According to Bohemian Guitars, they noticed a jump in sales directly from mobile after investing in conversational SMS. Since April last year, there’s been 98% growth in the number of sales, which co-founder, Shaun Lee, attributes to their SMS efforts. From the customer’s end, all they need to do is click on this button to open up their native text messaging app with the phone number already prefilled.

Conversational AI tools use artificial intelligence algorithms that enable a computer to communicate in a human-like manner. Conversational artificial intelligence (also called generative AI) is a technology that enables a computer to have a multi-turn dialogue with the user and answer their questions creatively. You may have heard the phrase conversational commerce or conversational marketing thrown around in recent years too. If you’ve ever eaten below-average food at a restaurant but still tipped the attentive waitress, you understand the importance of great customer service.

A new age of UX: Evolving your design approach for AI products

They desire end-to-end journeys and the convenience of conducting complex financial transactions, such as mortgages, savings, and investments, online. Everything from customer support to product demonstrations should be tailored to the individual customer. A customer engagement platform will help you track each customer interaction and pass data between systems so you can offer personalized support with every conversation. Customer engagement is how brands build relationships with their customers across various communication channels. Through consistent and ongoing dialogue, businesses get to know their customers and learn how to deliver the best value. Regardless, conversational customer engagement is one of the easiest ways to help customers become comfortable with your brand.

They also benefit from a secure payment system and common currency. What started out as a chat app quickly became the place where commerce happens. Now, there are 2.5 million companies across 50 different industries doing business on WeChat. Just imagine walking into a branch and being greeted by a virtual assistant who suggests new services and loan offers based on your previous behavior and browsing history. By embracing digital transformation effectively and adopting innovative strategies and new technologies to position themselves to thrive in these challenging times.