How to Build Great Customer Relationships Using Conversational Marketing

Having a conversation with someone can help build understanding and trust in a way nothing else can. Having that human connection where you can talk about your fears, struggles, and so much more can build such a meaningful relationship.

Did you know that you can use that conversation to help grow your business? Using conversational marketing to create lasting relationships with your customers can be the key to your success.

What is Conversational Marketing?

Conversational marketing encompasses all methods used to engage with the customers in a conversation. This type of marketing includes things like:

You are able to create a more personalized experience and engage better with your customers. You can identify and solve any pain points they may be experiencing in seconds, leading to stronger relationships and happier customers.

Creating these types of conversations allows your visitors to get the information they need when they need it - no more waiting or searching to find the answer. Instead, everything is right there at the tip of their fingers. 

Why Your Business Should Use Conversational Marketing

There are some key advantages to conversational marketing that prove why you need conversational marketing for your business, like…

You can learn about your customers

Having a conversation with a potential customer is the best way to build a good rapport and relationship. Through conversation, you can better assess your customers’ pain points and find the right solutions for them.

With the information gathered through conversation, you can improve the product or service, tailor marketing campaigns to the customers, and create content that best appeals to your customers’ needs. Learning from and about your customers is vital with digital marketing, and using conversations can make that so much easier.

It improves your lead generation

Traditional methods of lead generation have one flaw — lag time. Often there is some time between a customer filling out a form and a business reaching out to them or responding. During this time, the customers could lose interest and switch to a competitor.

With conversational marketing tools, you can respond to customers as soon as they reach out. Many customers will opt for such tools due to their quick response compared to any other means.

They are able to get the answers they need and find the solutions that are best for them. Having these answers readily available will keep customers interested in your business and get them wanting to work with you.

You’re also able to win over a customer at any hour of the day. For example, if a customer comes to you in the middle of the night, having a conversation tool set up can help them find the information they need, even while you’re sleeping.

You can build relationships and create better experiences

Conversational marketing gets you clients and engagement and builds genuine relationships with your customers. This type of marketing focuses on getting to know your customers and building trust. The better the trust, the better the relationship.

It creates a more natural conversation and makes the customer feel more comfortable. These conversations can make it feel more like you’re talking to a knowledgeable friend or a trusted colleague. 

Tips to Utilize Conversational Marketing

Using conversational marketing doesn’t have to be a struggle. Follow these great tips to utilize conversational marketing for your business.

Choose the right platforms

Conversational marketing can be used through all of your content, no matter where it may be. Look for options on platforms like Facebook, Twitter, or other social accounts to see what they offer. There are so many options, so the opportunities are endless; you need to find the right ones.

Offer personalized messages

Customers want to feel like they are important and that you care about them and their problems. By personalizing your messages and conversations, they can feel like they are number one in your book. When using chatbots or other tools, keep the conversation natural, as customers want to feel like they’re talking to an actual human. Having a personalized conversation can make the customer experience easier and more enjoyable.

Plan you conversations

While you won’t be able to predict the entire conversation, map out what you think your customers will want to know or ask. This plan will give you a good starting point and a better idea of what you need.

Also, keep in mind where your customer is in the buyer’s journey and build around that. A customer who is just finding your site will be asking very different questions than someone who has purchased your product or service already. Do your research and create a plan before jumping right into the conversation.

Keep it simple

While building a balanced and informative conversation is vital, avoid overwhelming your customers with too much information. Give them what they ask for and let them ask for more. Throwing too much at them can cause them to feel overwhelmed, causing them not to want to work with you. Be helpful and knowledgeable without feeling like you are bombarding them with everything at once.

Analyze your results

Different conversations will work for different people and businesses, so don’t give up right away. Instead, test out minor changes in your conversations to see which people prefer more and which work best for them. Then, make changes where necessary and do it all again. Keep testing until you’ve found the conversation that works best for you and your customer.

Final Thoughts

Conversational marketing opens doors to new opportunities with your customers. You can better understand the customer and what they are looking for. The information you gather through conversational marketing can help improve your bottom line and your relationships.

I’ll leave you with some great words on conversations: