What Is Conversational Customer Engagement?

Use your brand guidelines to inform whether your bot should be more fun, professional, or a combination of both. Conversational Customer Engagement allows them to keep the conversation going between channels, without losing context. Allow the support & sales team to collaborate with the customer’s browser in real time. Instant customer support helps visitors to build trust and increase brand loyalty. AI gives you the power to strengthen customer engagement, encourage brand loyalty, and improve retention.

Using natural, familiar language, conversational chatbots build tangible connections and help meet user needs without requiring additional resources. A chatbot is an automated computer program that facilitates digital interactions and provides basic customer service. It’s become a valuable communication channel that allows users to reach a company at their convenience, creating a sense of trust and reliability. This means they no longer have to worry about uncertain wait times or limited business hours—a chatbot will always be available. Professional services teams should also use conversational customer engagement tactics when answering incoming customer messages.

How does conversational AI work?

Best practices, code samples, and inspiration to build communications and digital engagement experiences. Determine which communication channels you want to use to connect with your customers. Each has its benefits, so choose the one that has the best chance of reaching people. Client relationships are key to healthy professional services firms.

For instance, you may want one integrated directly on your site, so it can initiate conversations with every visitor. Or you might consider using conversational messaging conversational customer engagement platforms like Facebook Messenger or WhatsApp. Conversational chatbots also rely on artificial intelligence (AI) to develop life-like conversations with people.

Activation messages

Nevertheless, an estimated 75 percent of customers use multiple channels in their ongoing experience.2“The state of customer care in 2022,” McKinsey, July 8, 2022. Of those, more than half will do so using a Communications Platform as a Service (CPaaS) to deliver the efficient, hyper-personalized contextual experiences customers want most. The most mature companies tend to operate in digital-native sectors like ecommerce, taxi aggregation, and over-the-top (OTT) media services. Our CX consultants are here to help you reach your full digital potential on popular messaging channels and chat apps. More consumers are turning to social media for product research  — eight out of 10 Instagram users use it to research their purchases. Another way to improve your conversational customer engagement strategy is to enable messaging on the platforms they’re already using.

• While chatting with the customer, the AI assistant can gather plenty of information about your customers’ needs and preferences.
• The support phase is all about ensuring customers have the assistance they need, right when they need it.
• The customer journey stages—Onboarding, Support, Retention, and Advocacy—probably inform your customer service strategy.
• Solving customer issues before they arise is a powerful strategy to drive customer engagement.