Conversational marketing

Use robots to help your customers with conversational marketing.

From the dawn of time, language has been the main way we communicate. But now, thanks to the internet, technology has changed and advanced and so has the way we interact.

When we have access to instant messaging apps, email, voicemail, live chats and texting, we don’t need to talk to people face-to-face. (Although, methods like email and voicemail are becoming less prominent)

Conversational Marketing lets you talk to your potential customers in real-time. Get your business out of those overcrowded email inboxes and into the 21st century! Customers always want everything yesterday so waiting around for an EDM miracle is losing you money by the second.

3 things you need to know:

1
Serve customers On their terms - night, day, weekends, holidays; you can do it all!
2
Speed up The lead capture to conversion time frame - what are you waiting for!
3
Scalable For any size business - the more you practice conversational marketing, the more you’ll grow!

Why Choose Refuel Creative For Conversational Marketing?

Refuel Creative are partners with Drift and HubSpot; two of the best conversational marketing platforms available! This means we have a lot of knowledge that other, non-partner agencies don’t have. We’re the guys for your live chat support needs.

What Is Conversational Marketing?

Conversational marketing is a cost-effective way to get one-on-one time with your customers, without leaving your desk (bonus!). It allows you to shorten your sales cycle, learn more about your customers, provide better customer support, and create a more human customer experience. This helps you develop real relationships with current and potential customers without having to pick up the phone.

So, what is the main difference between conversational marketing and other digital marketing strategies?

Conversational marketing uses targeted, real-time messaging and intelligent chatbots instead of lead capture forms. Your leads will never have to wait for follow-ups, and they can engage with your business whenever and wherever they please.

Thanks to robots, we don’t have to stress about answering customer enquiries 24/7. If someone is awake at 2am trying to get some assistance, your bot can grab their information for you so you can follow up at an appropriate hour. This avoids the typical 24-48 hour response times that you get when you start an email thread.

Best Approaches

Still not convinced? C’mon, take advantage of the robots while they still have no will to destroy humanity!

Save Precious Time

The great thing about chatbots is that they have insomnia. They’re up all night chatting away to your customers while you rest, eliminating the need to rely on lead capture forms.

Conversational marketing aims to target people in real-time so that they don’t have to fill out a form and wait for a response. Customers get human-to-chatbot responses at all times and often won’t know the difference between a bot and a real person depending on how you set your chatbot up.

Installing live chat on your website allows you to set up a chatbot that automatically greets your visitors. All they have to do is click on your website and that little bot will pop up and greet them. You can customise the greeting to whatever you want. Most customers will appreciate a "Hi, how are you today?" or "How can I help you?" greeting.

Once they greet the customer, the chatbot can ask them qualifying questions so you know if you need to join the chat or if the bot can handle it. If a customer asks a specific question in the chat, the bot can assign qualified leads to specific people in your business.

Through the use of bots, you're able to offer assistance to people who are browsing on your website. Save yourself and your team time by having your bot separate the disinterested from the interested and focus on viable leads.

The Benefits Of Conversational Marketing

We are living in a time where patience is well and truly a thing of the past. Making a customer wait is simply preposterous in their eyes and must be avoided at all costs.

Current approaches to qualifying a lead usually takes days of phone calls, emails and maybe marketing automation. But studies have shown that companies who respond within five minutes of a customer’s initial contact have the best chance of qualifying a lead.

Wait any longer and your odds of qualifying leads decreases by a whopping 400%.

Enhance the Human Buying Experience

It’s nothing new for loyal customers to feel disheartened if their favourite business doesn’t appreciate their dedication. Imagine visiting the same cafe every day and never being acknowledged by the staff; you wouldn’t feel bad about taking your business elsewhere.

Improving the human buying experience shows your customers that you really do care about their wants and needs. Extending a branch out to customers through chatbots, Facebook Messenger or other social media apps, means you're encouraging your customers to see you as a friend. You can offer loyal customers exclusive discounts or offers that make them feel valued in a place where they are most likely to actually see it.

Learn About Your Customers, From Your Customers

Customers are always willing to speak their mind; maybe sometimes a bit too much but we digress.

Real-time conversations allow you to find out why customers came to your site in the first place. Did they already know about you? Were they referred by someone else? Did they see one of your ads?

You can learn what their frustrations are, which products are most important to them or which ones excite them the most. Use this information wisely to improve your website content according to what your customers are saying.

Combine Conversational Marketing With the Tools You Are Already Using

“Conversational marketing is not new. The reason for the renewed interest in conversational marketing is that because of advances in technology and shifts in consumer behaviour, conversational marketing can now happen at scale. We can have direct, one-to-one conversations with individual customers on their timeline — not ours." - Dharmesh Shah, HubSpot Co-Founder

Conversational marketing is all about taking the tools you’re already using and make them better. Do they use Penny Farthing bicycles in the Tour De France? The answer is no, because it's ineffective and would really hurt.

Inbound Marketing

Inbound Marketing and Conversational Marketing are a match made in heaven. If you don’t have an inbound marketing strategy in place, read all about inbound marketing here. If you’re thinking about combining your inbound and conversational marketing plan, Refuel can help with that.

Inbound marketing allows you to attract potential customers to your business/website so you can engage with them through conversational marketing. You can initiate conversations with customers when they want, where they want and how they want. This gives your audience total control, at their convenience.

Inbound Marketing and Conversational Marketing are a match made in heaven. If you don’t have an inbound marketing strategy in place, read all about inbound marketing here. If you’re thinking about combining your inbound and conversational marketing plan, Refuel can help with that.

Inbound marketing allows you to attract potential customers to your business/website so you can engage with them through conversational marketing. You can initiate conversations with customers when they want, where they want and how they want. This gives your audience total control, at their convenience.

Add a Good CRM to the Mix

Inbound Marketing and Conversational Marketing are a match made in heaven. If you don’t have an inbound marketing strategy in place, read all about inbound marketing here. If you’re thinking about combining your inbound and conversational marketing plan, Refuel can help with that.

Inbound marketing allows you to attract potential customers to your business/website so you can engage with them through conversational marketing. You can initiate conversations with customers when they want, where they want and how they want. This gives your audience total control, at their convenience.

When you’re speaking with a close friend, you expect them to remember things like your name, where you live or some of your favourite things. Good digital marketers apply the same kind of approach to B2C relationships with customers that they have had multiple conversations with.

This is why using a Customer Relationship Management system is so important. It’s like a digital memory that allows you to have conversations with customers based on what you know about them and their history with your company. We can even use that information to personalise the customer’s chatbot experience.

With the help of a decent CRM, you can quickly access reliable information about your customer that will give them the best possible personal experience you can offer.

It’s also important that your CRM links to your live chat software. This ensures that your chatbot can draw information from your CRM and store customer interactions.

Leading Conversational Marketing Tools

As mentioned, our partners Drift and HubSpot are the leaders in conversational marketing. Refuel Creative’s partnership with them means we can bring you the latest advancements in conversational marketing.

Drift

Everyone loves free stuff which is why you can get started with Drift live chat on their FREE plan. The free plan gives you the opportunity to see the impact of conversational marketing with no risk. You can sign up and use the chat on your website to help you start engaging with customers in no time.

When you upgrade to Drift Pro, you can add sophisticated, chatbots to the mix to help your customers around the clock. Think, C3-PO from Star Wars but less sassy and more help-y.

You can also combine Drift with Account-Based Marketing. This allows you to carry your email conversations over to your website and gain valuable information on each visitor who starts using the chat app.

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HubSpot

HubSpot has developed a live chat plugin with chatbots integrated into the HubSpot Growth Suite. HubSpot’s chatbots can be used for stuff like;

  • Marketing Hub - Qualifying leads.
  • Sales Hub - Booking meetings.
  • Support Hub - Creating support tickets, directing to the support knowledgebase.

On HubSpot’s Professional and Enterprise plans, you can develop advanced chatbots with more comprehensive flows. Just like Drift, HubSpot’s live chat app is available on their free plan. HubSpot has simple messaging bots available on this plan to help you get started quickly and risk-free.

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Are you ready?

Get started

We strongly believe that conversational marketing is the best thing you could do to help your business thrive. Sometimes, your sales staff just need a little help increasing their conversion rates from landing page visits to actual purchases.

The ability to have meaningful conversations with your customers will grow your business exponentially. Conversational marketing is changing the way companies get ahold of their customers by making interactions easier and faster than ever before. Your customers are always having conversations, so why not join in!

You can have a chat with our bot here, to get in touch with us so we can implement a conversational marketing strategy for you! (Our bot will be in the right-hand corner of your screen)

You can also book a free Conversational Marketing Workshop with us, where we will;

  • Show you what chatbots will look like on your website.
  • Understand which everyday tasks chatbots can help with.
  • Show you the basics to start having conversations.
  • Share some of our favourite Drift chat tips and tricks.