Improve customer experience and brand communication with chat solutions
Before even redirecting a lead to the marketing team for nurturing or to the sales team for follow-up, establish how a conversation with web visitors will take place. For instance, once a bot knows who a visitor is, which web page they are on, and where they come from, then a conversation can be tailored accordingly.
Prospects and clients are more demanding than ever. They want to engage on their terms, expect a personalized experience, and want to receive relevant answers to their questions immediately. All of that with a very low tolerance for mistakes.
You can kickstart a conversation with a lead via chat to ask the right questions and provide the right info immediately, acting during moments where you actually have a visitor’s attention.
Understanding where buyers are along their buying journey is key to efficiently applying conversational marketing.
Today's buyers are more informed than ever and will come to you having already done plenty of research prior. It’s imperative to understand their needs and assist them in a way that’s relevant to their buyer persona and where they are along their buyer journey.
Once you know more about the visitors that have engaged with you, you can decide to qualify them further or not, to redirect them to another person (e.g., a sales representative), or send them more information (e.g., piece of content).
Finally, a last important step to consider when engaging with potential buyers is to provide suggestions for next steps.
This is where chatbot “routing rules” and automated workflows (i.e., performing task/action based on the visitor’s task/action) come in handy. This ensures that you’re constantly providing a relevant and personalized experience to your visitors. Use chat solutions to drive relevant, timely, and personalized and human-to-human interactions.
