What are Conversational and Chatbot Marketing and How to Use It In Digital Marketing?

 

Chatbot marketing and conversational marketing are both digital marketing techniques that utilize chatbots and other conversational-based technologies to connect and engage with customers.

These forms of digital marketing enable companies to offer automated, personalized, and conversational customer experiences, with the goal of making their customers feel heard, valued, and informed. Chatbot marketing and conversational marketing are unique approaches to engaging customers because of the humanized nature of conversations, making it easier for brands to build relationships and trust with their customers.

At the core of both forms of marketing are natural language processing and AI-based technology that allow businesses to have conversations with customers. This technology is key because it helps provide automated and personalized customer experiences, thus taking the onus off customer service agents who would typically answer the customer's inquiries. Additionally, this technology allows businesses to track customer sentiment, use customer data to inform customer interactions, and provide customers with relevant and valuable information and offers.

One of the primary differences between chatbot marketing and conversational marketing is that chatbot marketing is typically driven by automated conversations while conversational marketing focuses more on delivering customer service by having an actual conversation. That said, these techniques can be combined to give customers the most meaningful, relevant, and satisfying customer experience.

When it comes to using chatbot marketing and conversational marketing in your digital marketing strategies, there are several key considerations. Firstly, businesses need to understand the difference between customer service, and marketing-driven conversations and make sure to clearly differentiate them in the conversations that take place. Secondly, companies should utilize data and insights to tailor conversations to individual customers, rather than just relying on canned messages. This will help to make sure that customer conversations are personalized, and tailored to the customer’s interests, and that each conversation adds value.

Finally, companies should look for opportunities to create more efficient and productive customer conversations, whether that is through the use of automated messages, real-time data, insights, or other tools and technology. Ultimately, chatbot marketing and conversational marketing can both be used in your digital marketing strategies to help build better customer relationships, deliver more personalized customer experiences, and ultimately generate more conversions.