Conversational marketing is a marketing approach that focuses on engaging customers in personalized and interactive conversations to build relationships, understand their needs, and guide them toward making purchasing decisions. It leverages various communication channels, such as live chat, chatbots, social media messaging, and voice assistants, to facilitate real-time customer interactions.
In conversational marketing, brands aim to create a dialogue rather than a monologue. By initiating conversations, addressing customer queries, and providing relevant information, companies can create a more personalized and engaging experience. This approach allows businesses to gather valuable insights, deliver tailored recommendations, and drive conversions.
A lot of retailers that use online store includes chatbot on their website, this is a great way to respond to customers’ needs and ensure they are getting help with their enquires like they would in an offline brick-and-mortar store. One brand that uses a live chat function is the beauty brand Sephora.
Customers can get personalized recommendations and chat with real Beauty Advisors with Live Beauty Help. From product inquiries and skincare routine suggestions to trouble-shoot order issues, Sephora ensures that customers can get the inshore experience even when shopping online. This can enhance customer engagement, provide personalized recommendations, and ultimately increase business conversions.