With many companies establishing a worldwide customer communication service, it can be overwhelming to respond to a huge number of messages sent from different parts of the globe where timezones work differently. That’s not the hardest part as the real challenge is making customer service as conversational and engaging as possible. Thankfully, conversational marketing has been an effective marketing strategy in the 21st century, making business transactions feel like a two-way street between the customer and the brand, and not a one-way street where the brand promotes itself to its customers.
12+ Conversational Marketing Software
1. HubSpot Marketing Hub
2. Intercom
3. ActiveCampaign
4. Drift
5. Podium
6. Birdeye
7. ManyChat
8. Qualified
9. Freshchat
10. Landbot
11. Verse.io
12. Mindsay
13. Exceed.ai
What Is Conversational Marketing?
Conversational marketing is a marketing strategy where businesses interact with their customers through a conversational chatbox. The aim is to make the customer feel engaged in a business transaction or inquiry through a dialogue-based approach in real-time. These chat boxes appear on a business’ website or their social media pages such as Facebook Messenger. They are usually operated by customer service representatives or through chatbot software, with the latter handling the conversations during business off-hours through artificial intelligence (AI).
Benefits
Conversational marketing is a natural progression for marketing in the 21st century thanks to social media and the strong emphasis on establishing strong, genuine connections in the digital world. Implementing this marketing method is a need for businesses and the benefits are way too good to pass down this opportunity. The benefits of conversational marketing include:
- Satisfying customer service
- More traffic and sales engagement from customers
- Increased revenue due to dialogue-driven customer service
- Easier workload for customer service representatives
Features
Much conversational marketing software would often use an automated chatbox to entertain business interactions between the customer and the brand. However, customer service representatives also take over these interactions if needed. Think of this process as calling a company hotline where you have to dial a keypad number that deals with a specific concern and it will reach you to a human representative if the situation calls for it. Conversational marketing is similar to this but in an online setting. Because it uses artificial intelligence, being able to code is required to maintain these services. However, some conversational marketing software offers a minimal-to-no coding utility process so businesses can set up their conversational customer service easily. Other essential features include:
- A live, 24/7 chatbox that is either operated by AI or a human representative with personalized messaging
- Analytical insights such as sales engagement, sales performance, and demographics
- Sequencing of messages in the chatbox
Top 10 Conversational Marketing Software
Drift
As pioneers of conversational marketing, Drift has helped clients with conversational marketing tools to strengthen their branding through their “revenue acceleration” philosophy where businesses are stronger when their transactions are focused on the customer. The company is founded in 2014 and has 559 employees.
Podium
Podium helps strengthen local businesses’ brands as they navigate conversational marketing with easy, interactive tools in an all-in-one-place interface. The company is founded in 2014 and has 730 employees across the world.
HubSpot Marketing Hub
HubSpot Marketing Hub gives its clients the tools they need for marketing analystics, sales engagement, and customer service. Founded in 2006, the company has over 3,387 employees as of 2020.
Landbot
With their simplistic design, Landbot gives their clients easy, convenient tools needed to enhance their customer service without having any expertise in coding. The company was founded in 2017 and has over 40 employees.
Intercom
Intercom aims to be the “business [instant] messenger that businesses and customers will love” with tools that emphasize engaging, successful interactions between the brand and customers. The company was founded in 2011 and earned $150 million in revenue in 2020.
Qualified
Qualified empowers clients with innovative tools such as consumer video calls and screen sharing to give their VIP customers a meaningful business experience. The company was able to raise $51 million in able to improve its services.
Verse.io
Verse.io uses both AI and human interaction in helping clients secure successful business transactions. This AI-driven company was founded in 2014 and has over 80 employees.
ManyChat
ManyChat has integration tools that allow clients to reach their customers on social media such as Facebook and Instagram. Founded in 2015, it has 184 employees and raised $27.3 million in revenue.
Birdeye
Founded in 2012, Birdeye aims to be an all-in-one place for businesses to collect product reviews and foster successful automated customer service. They offer specialized tools for local and enterprise businesses
Mindsay
Mindsay offers its clients the tools to build robust customer service with minimal effort in coding. Founded in 2016, it has 37 employees and earned $9.1 million in annual revenue.
Do live chat boxes bring in 100 percent effective results?
Nothing is 100 percent perfect. Just like a traditional sales transaction, an online business transaction can fail for various reasons such as the AI not understanding the inquiry of the customer or the company simply cannot provide the needs of the customer. However, this shouldn’t underscore the effectiveness of online conversational marketing as it has produced many successful business transactions thanks to the customer-centric style of marketing.
Should customers still contact companies through traditional contact methods such as e-mail and phones?
They can if businesses have publicly disclosed these communication channels. However, the point of conversational marketing is to make business transactions easier for both the business and the customer. Customers don’t have the patience to write an e-mail and wait for a response and companies can only entertain very important phone calls. Conversational marketing software has been developed to ensure the effort is minimal but they bring in great results.
Business transactions have become easier and bring in great results thanks to conversational marketing. They bring businesses into the 21st century with innovative tools and easy accessibility that promises that the consumers are not merely customers but great partners with the company with its consumer-centric approach.
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