What does the change in Conversational Marketing mean to Digital Marketing Agency Philippines and Outsource Marketing Philippines?
According to Nielsen: Internet & Social Media Consumer Insights
33% of respondents say they’d recommend a brand that offered a quick but ineffective response.
17% would recommend a brand providing a slow but effective solution.
19% would recommend a brand with no response.
There are more respondents willing to recommend a brand who doesn’t respond vs a brand who provides a slow but effective response. This means immediacy in Conversational Marketing has gone crucial. Digital Marketing Agency Philippines is making innovations to respond to the shift in consumer trends.
HubSpot Co-Founder Dharmesh Shah states,
“Conversation marketing is not new. Not only have we long been having conversations with customers — even the term itself has been around for at least a decade. The reason for the renewed interest in conversational marketing is that because of advances in technology and shifts in consumer behavior, conversational marketing can now happen at scale. We can have direct, one-to-one conversations with individual customers on their timeline — not ours.”
With this trend, having business hours for customer service is a disadvantage to brands. Conversation should happen when it is convenient to the customer, not the business. Businesses should be able to respond and continue the conversation at the customer’s pace. Ending a chat because the customer didn’t respond within 15 minutes is bad customer service.
Businesses respond by outsourcing these conversations. Outsource Marketing Philippines has existed for almost 30 years and is the leader in worldwide marketing solutions. Outsourcing allows businesses to scale their conversations with customers. Customers don’t care if a business has to respond to 1 or 10,000 other customers, what matters is if they get a response when they need it. Lack of resources should not be a reason to get left behind.
Chatbots are handy with the need for immediacy and it is cost-effective in scaling your conversations with customers. However, bots only offer quick access to information and do not replace the benefits of human interaction, not yet, at least.
Conversations have to be convenient to the customer. It should happen on the channel that best suits them, whether it is over the phone or Facebook Messenger, with a human or a bot. Sending a quick chat message or getting a link to a knowledge base is much more convenient than calling customer service. Having someone manage social media pages 24/7 is a necessity in businesses, even if that someone is a bot.
HubSpot’s bot expert Brian Bagdasarian states:
“Businesses should strive to deliver the right message, at the right time, to the right person, with the right information, on the right channel, every single time.”
Conversational Marketing is not just about phone calls and live chat. It is about the changing communication preferences of consumers. Whether that is Facebook, Instagram, Twitter, Youtube, Whatsapp, Messenger, etc., consumers have their own preference in communicating with businesses. This means that businesses should be prepared to respond and continue conversations across all available channels, immediately.
Digital Marketing Agency Philippines is always on the lookout for changes in consumer insights and is experienced in adapting to these changes. JAF Digital Marketing allows small businesses to keep up without sacrificing much on their time and marketing budget. Contact our business lines to experience innovative digital marketing strategies.