Why is conversational marketing recommended?

As the name suggests, conversational marketing is a strategy of connecting with users and converting them into leads via dialogue-driven activities. This type of inbound marketing focuses on interactions with the consumer rather than simple one-way transmission from the business. Conversational marketing tries to build relationships with customers by establishing trust through conversations and making the purchasing process as simple and straightforward as feasible.

It’s a fresh, individualised approach to conducting business online. It takes buyers through marketing and sales funnels by asking one question at a time, much like a real-time conversation.

In other words, it’s a discussion with your website visitors that is automated. You can ask them new questions based on their previous responses. At the same time, they will provide you with precise information about themselves.

You’ll acquire the exact information you need from your website visitors this way. And it happens at the same time that they interact with your company.

Key Components of Conversational Marketing

The first step is to be customer-focused. Turning the conversation into a successful marketing strategy, on the other hand, necessitates the inclusion of some key components that ensure best practices.

Make conversations happen when the customer is available:

An asynchronous relation exists in conversational marketing. Meaningful conversations should take place whenever the customer desires. You must be able to start, continue, and end them when it is convenient for your customer.

In other words, being able to respond and act in real-time is just as crucial as allowing your consumers to continue the conversation at their own pace, whether that takes a few minutes or hours.

Context should be present in the conversation:

Conversations cannot exist in a vacuum; they require context and should become wiser as more information is gathered. This is crucial because customers expect responses as quickly as possible and with as little work as possible on their part. There is no continuity, individuality, or convenience without context.

The context implies obtaining, storing, and making available customer data ranging from recent orders to work titles. The more you know about the customer and can display it in the conversation, the more useful you will be.

Maintain scalability:

Because conversations take place on the customer’s time, all conversations must be scalable. A consumer doesn’t care if you’re talking to 50, 500, or 5,000 other people; all they care about is the problem that needs to be handled. It is their experience that is important.

As a result, without the ability to scale, no conversational marketing strategy can potentially work. Nowadays, chatbots and low-cost no-code solutions serve to level the playing field by enabling businesses to automate without compromising compassion.

Customers are met where they are by conversations:

Inbound marketing is all about giving your audience value and meeting them where they are. That implies conversations should take place on the channel that is most convenient for your customer, which could be over the phone or on Facebook Messenger. The easier it is for a customer to contact you or respond to you, the better your odds of success. People do not want to be forced to dial a 1-800 number when they can easily send a brief chat message and obtain a link to a knowledge base article.

Types of Conversational Marketing Tools

Conversational marketing is frequently associated with Facebook Messenger bots, social networks, and embedded chatbots. The conversational strategy, on the other hand, has a far greater scope. Here are some of the most effective methods and channels to consider.

Live Chat

The power of live chat originates from the combination of immediacy, personal touch, and attentiveness provided by human agents. It is an excellent technique to provide pre-and post-purchase advice as well as finalize deals online. However, it is labour-intensive and consequently too expensive for many enterprises.


Chatbot Definition

Chatbots are the next step in the technological evolution of live conversation. Despite automation, chatbots imitate the personalised conversational context of a live chat session, allowing organisations to scale while maintaining a human touch.

Voice Assistants

Voice assistants are an advanced version of chatbots that use spoken words rather than a visual interface. Although voice UIs have grown in popularity in recent years, they remain relatively exclusive to large corporations due to the complexity of their construction. Apple’s Siri, Google Assistant, Amazon’s Alexa, and Microsoft’s Cortana are among the market leaders.

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Gmail vs Outlook: What's the Best (Free) Email Service?Email is a tried-and-true communication format that has managed to stay relevant in today’s conversational world. Conversational email marketing focuses on relationship building and attempts to make communication more human by using conversational language or tying the email to a bot or live chat.

Social Media

When you make room for engagement and let your fans know you’re listening, the conversational part of social media emerges.

Responding to comments, polls, or questions on stories, organising live chats, or leveraging the personal message channel are common examples of a conversational approach to social media marketing.

Best Conversational Marketing Practices

To make the most of conversational marketing, brands should consider the following actions.

1. Make greater use of data and analytics

Making the right judgments begins with having the right information. When it comes to conversational marketing, your platform of choice should be able to leverage this data to create personalised responses depending on the user’s history and preferences.

2. Personalise the consumer journey

Conversational marketing relies heavily on personalisation. When composing solutions to questions your consumers may have about your business, a personalised marketing solution takes user data into account. By building a one-on-one connection, these interactions can assist enhance the consumer’s relationship with your brand.

3. Concentrate on customer engagement

The primary distinction between conversational marketing and other, more traditional tactics is that it aims to engage customers in genuine conversations. By speaking to customers on a personal level, you may connect with them in ways they may not have previously experienced with a company. These interactions can make users feel more at ease, and you’ll be able to obtain vital consumer insights and comprehend leads as a result.

Summing Up

While it is critical to take the initial step, it is also advisable to look at and learn about the success of firms such as Domino’s, Sephora, and HubSpot to get off to a good start.

Conversational marketing is effective because it fosters consumer relationships via the experience of a conversation. So, by making it easy for consumers to interact with your company, you can convert more of the appropriate leads more quickly. It can also help you grow your consumer base, generate loyal customers, and increase your revenue.

Get in touch with us at Shaktiki Marketing to learn more about the most effective marketing strategy for your business.

Why is Omnichannel marketing so relevant?

In today’s marketing world, new technologies and the evolution of tactics have resulted in a new generation of strategies with which marketers must get acquainted. One such method is known as Omnichannel marketing.

The term “omnichannel marketing” refers to the process of establishing your brand’s presence across numerous online and offline channels. Simultaneously, ensuring a great and smooth customer experience throughout the customer journey. The online channels include website, app, social media, email, SMS, WhatsApp among others. While the offline channels include retail stores, events, call-centre et cetera.

If you want to gain and keep customers, you must take your omnichannel marketing strategy seriously.

Benefits of Omnichannel marketing

There are no negative aspects to omnichannel marketing. Omnichannel marketing is critical because it allows you to provide a great experience to your customers at all stages of their lifecycle. It also helps to reduce churn and drive and build your brand’s positive reputation.

Omnichannel marketing activities provide each audience member with a consistent and personally-tailored experience. As a result, it contributes to increased consumer loyalty. Consistency improves the rate of brand recall for your customers. A strong sense of brand recall will boost your customer base’s likelihood of purchasing.

As a result, these initiatives assist brands in both retaining and attracting new customers through content personalisation and word-of-mouth marketing. More customers equal more business and, therefore, more revenue.

omnichannel customer experience

How to create the perfect omnichannel experience?

Step 1: Understand your customer

While having and enabling numerous channels isn’t a negative thing, linking them should be the aim. Begin by thoroughly understanding your customer.

Customer ServiceUnderstanding your customer thoroughly would primarily include observing the following:

1. The platforms that your clients commonly utilise to shop
2. Their shopping habits
3. The difficulties they have while shopping
4. The manner in which people interact with the brand at each touchpoint
5. The shopping devices they utilise

This information will assist you in identifying and strengthening the appropriate touchpoints. As a result, you will be able to integrate them to provide a smooth and customised experience for your customers. It will also assist you in identifying typical client difficulties and developing a feasible solution for them.

Step 2: Plan

Business Plan

Once you’ve gathered all of the aforementioned information, make a thorough plan for how you want the experience to flow across all touchpoints. Use data effectively to weed out the churn.

You must decide on the tools and solutions you will use to communicate with them. To begin, we recommend looking at the following solutions:

Customer Relationship Management (CRM)

Software Marketing Automation Tools

Fully Integrated Customer Engagement Platform

Solutions for Social Media Management

Tools for Data Analytics

The Importance of Segmentation:

After analysing the data, you can easily categorise people into different groups based on common behavioural patterns. You can create subgroups based on buyer personas, purchase pathways, subscription status et cetera.

This will assist you in developing personalised experiences for each sort of customer.

Step 3: Personalisation

The most important aspect of omnichannel marketing is personalisation. This is how your consumers will feel appreciated. Personalisation requires you to make a personal connection with each and every member of your target audience.

Content Personalisation

You will be able to offer personalised content with the correct data points, automation, and analysis tools. This will enhance the consumer experience, grow revenue, boost brand loyalty, and ensure consistency across channels.

The context is the most important aspect of an omnichannel marketing approach. Ensure that the context of your message is relevant to the user, and send it to the user when they are most engaged and on the channel with which they engage the most.

Step 4: Test

Once the framework is in place, it’s time to put everything through tests. Is social media really where you should put your efforts? That and more will be shown to you during your testing.

After you’ve completed your initial set of tests, you may want to include additional and diverse marketing channels. Before you begin, it’s important to note that “omni” does not imply that you should try to employ every marketing channel available to you. It means that the experience should be the same or as similar as possible across all mediums.

Step 5: Track your KPIs

It’s natural to feel relieved when your framework initially goes live. But don’t get too excited – taking your omnichannel marketing from okay to outstanding needs tracking your KPIs and changing your strategy accordingly.


The importance of the correct Key Performance Indicators, or KPIs, in marketing, cannot be more stressed. Using the proper tools to track the right indicators allows you to report accurate data and extract meaningful insights to improve your omnichannel approach. By gathering the right indicators, you will be able to better report on the successes and failures of your omnichannel strategy and use those data points to adjust your strategy and improve your ROI.

Make sure that you alter your methods and replace your tools according to the data collected.

Omnichannel vs Multichannel

While they are frequently confused, they each address separate challenges. Multichannel marketing focuses on channel strategy — from social to mobile, each channel has its own set of objectives. The customer is at the centre of omnichannel marketing. The primary goal is to ensure that a customer’s encounter with a brand is consistent and smooth across all channels. The important thing is that no component of the consumer experience feels out of place, whether it’s a social media post, a digital ad, or a visit to a store.

In a multichannel strategy, all communication channels operate independently, with no link between them. As a result, the consumer experience is inconsistent. Omnichannel marketing involves all channels functioning in unison and in harmony with one another.


However appealing Omnichannel marketing might be appearing at this point, it is important to note the following in order to maintain a positive ROI:

Consistency and continuity in communication with the customers, maintaining a consistent experience across all channels and leveraging your data on a regular mode. If you provide an inconsistent experience, your customers will not hesitate to switch to the competition.

Companies like Starbucks, Disney, and Sephora have some fascinating findings that might help you design a successful omnichannel marketing approach. However, remember that there is no such thing as a one-size-fits-all omnichannel marketing plan. It is critical to experiment and discard everything that does not work for you.

Get in touch with us at Shaktiki Marketing to learn more about the most effective marketing strategy for your business.