What is Conversational Customer Engagement and Why It Works

Cultivating the customer-first philosophy requires your business to be there for them — 24/7, 365 days. Offering round-the-clock support to stay competitive and drive customer engagement requires hiring customer service executives in shifts, a rather costly affair. Research by Oracle suggests that 82% of consumers would switch a brand if unsatisfied with their customer service department. Forty-five percent of consumers interact with their financial providers through online channels only. It means almost half of the bank’s users don’t need to connect with a human while managing their finances. It means considering the user’s capabilities and other circumstances like their surroundings, the device they’re using, or the stability of their network connection.

• Gestures like a barista remembering your order are small, but they give the kind of personalized touch that’ll gain your loyalty for years to come.
• Depending on the nature of your app they are there to enjoy themselves, complete a job, or save time, not to hear about what they can do to make your life easier.
• In order to see results, it’s important to meet customers where they prefer to talk or get their information.

It’s a new strategy that specifically responds to modern customers’ demand for brands that make personal connections with them. Lastly, conversational customer engagement has been shown to improve operational performance. Automation can handle most customer interactions, which frees up human resources for higher-value conversations. At the end of the day, the more customers interact with a bank through conversations, the more the bank can understand their preferences, habits, and needs. This knowledge enables banks to effectively personalize future transactional and promotional messages, creating a more tailored experience for the customer.

Start a free ChatBot trialand unload your customer service

We are living in a world where we are so connected that it can be annoying and even overwhelming. Just look and how much time you spend on your mobile devices, it is astonishing. As consumers, we are doing more and more on digital platforms and being exposed to lots of technology that make our lives a little easier, well in most cases. Route the chat requests to the right departments in order to reduce the response time. Delivering quick assistance by the right agents enables better customer satisfaction. Integrate your business apps for in-app messaging using REVE Chat’s developer API.

It can even redirect users to free online resources to address oral health concerns and get personalized dental guidance. A Salesforce report suggests that 52% of customers want more personalized interactions. conversational customer engagement This means you’d want to address them with their names, know their product preferences, figure out their location (country, province, etc.), and quickly access their purchasing history.

The perfect environment for conversational customer engagement

In 2024, more customers will embrace digital self-service options, empowering them to manage their finances independently. The Banking and Financial Services Industry (BFSI) is no stranger to new technology and changing communication trends. In recent years, banks have embraced digitalization to streamline processes and enhance customer experience. Faced with this challenge, Nissan wanted to engage customers and boost brand loyalty. This is where you have the chance to show how your customer engagement strategy is impacting the business with metrics that really matter to CX success. 89% of customers would love the ability to have a conversation with your brand.

• Incentivize customer loyalty by offering rewards programs or giveaways for feedback participation.
• It’s a bot that prompts us to check in or that answers our questions about coronavirus in our area (NHS WhatsApp coronavirus chatbot).
• The majority of the global consumer market falls under the age group of and are called AI Natives, people who have been interacting with Brands through conversational AI for most of their adult lives.
• The more comfortable clients feel talking with your team, the more likely they will ask questions, offer feedback, and grow trust in your business.
• In Slack’s case it could be inviting five teammates to the product.

Chatbots can also store information about which discount coupon a customer chooses and what they order. For instance, an ecommerce business can leverage a chatbot session where customers inquire about a specific item’s availability in a certain size or color. This data is later used to tailor future offerings to match customer preferences. For example, past purchases can reveal if a client spends more when offered a discount. In this case, integrated chatbots can trigger a discount pop-up message to provide a promotional code (more on this later to promote customer loyalty).

Best in Class Customer Engagement for Omnichannel Conversations

And while most businesses start with automating frequently asked questions, the potential for cost savings extends well beyond that. Good conversational platforms (like Hubtype’s) make it possible for you to build a conversational experience in one language and deploy it in over 100 other languages. In this way, you can quickly bring new experiences to different markets with unmatched speed and efficiency.

The first step toward opening a conversation with customers often entails collecting information on the nature of their query. Well-optimized web and mobile forms are essential for workflow automation and will ensure that you don’t lose leads due to poor user interface design. Mapping touchpoints across each stage will help you understand your customers and how they engage with your brand. Of those, more than half will do so using a Communications Platform as a Service (CPaaS) to deliver the efficient, hyper-personalised contextual experiences customers want most.

Stop your agents from receiving anonymous chats by creating a list of trusted domains. Manage the specific domains that are trusted or authorized for chat conversations. Receiving customer feedback is a powerful way to improve existing services—but it can easily become a tedious and repetitive task for live representatives.

Next, we’ll explore real-life examples, illustrating how these strategies come to life and drive tangible results in various scenarios. It’s evident that businesses stand to gain significantly from implementing Conversational AI in customer engagement. However, there are important considerations and best practices to bear in mind. I’ve prepared a concise guide detailing key aspects every business should know to navigate this technological advancement successfully.