Conversational Customer Engagement: Industry Examples

This way, they can offer reliable advice to customers who need help. Local branches often have small teams who take pleasure in connecting with their clients. The solution streamlined contest entries and offered a user-driven experience with chances to win instant prizes.

“During the past few years, the number of CX applications has exploded, but unfortunately many are difficult and costly to integrate into existing martech stacks. For that reason, you’re starting to see marketing leaders choosing platforms and applications that are proven to work well with one another,” he explains. As a result, customers will have peace of mind knowing that their personal information and messaging is secure and well-protected. Over the past five years alone, 30% of bank branches have closed, and more than 70% of banking interactions have become fully digital, according to McKinsey. Banks must navigate the challenges of adapting to a more virtual model while still meeting customer expectations.

Reinvent How you Serve Your Customers

With your conversational customer engagement program up and running, your next focus should be on customer data. If you need to improve your customer engagement, talk to us and we’ll show you how AI automation via digital messaging apps works. Your long-term customers are critical to helping your brand thrive. Use conversational customer engagement to make them feel special as they continue to enjoy and support your brand. Once customers get value from your product or use your service and experience awesome customer support, they’ll turn into advocates. They’ll share the word about your brand for free, and keep purchasing your products in the future.

The value of a new feature isn’t a product of the time and resources you put into building it. It’s about whether or not it solves a customer’s problem and it’s up to you to show them how. There will be times when a customer signs up but fails to take the first step, like completing registration or adding their teammates.

Ways Conversational Chatbots Engage Customers

Every brand worldwide strives for the best customer experience, yet customers seem disappointed. Depending on your business goals, conversational chatbots can offer a wide range of solutions. Whether for marketing or customer service, it’s crucial to establish what exactly your chatbot is for—and how it can solve a potential problem. Combining conversational chatbots with SMS marketing makes for a powerful engagement strategy and helps customers feel more connected.

While it isn’t a replacement for human beings, it does help increase efficiency and take low-hanging fruit — like answering frequently asked questions — off the plates of your customer service teams. Conversational AI is not restricted to just one place in the entire conversational customer engagement customer journey. Think of it like a running program in the background that always captures data, analyses, and learns about customers, their needs, preferences, biases, etc. Therefore, brands can offer the right solution packaged in the right way at the right time.

In 2024, banks will strive to build stronger relationships with their customers through personalized communication. With the help of advanced analytics and artificial intelligence, banks will tailor their messages and offers to meet the specific needs and preferences of each individual customer. REVE Chat’s customer engagement platform brings all your social support across Facebook Messenger and messaging apps to deliver interactive support to your customers. When running a business, strong customer engagement defines success.

Conversational AI needs to gather user data to respond to user inquiries. Globalization and the mixing of cultures influence how people speak, such as the choice of words and grammar, not to mention dialects or jargon. Let’s not forget that speakers of one language can also speak differently depending on their generation, social background, or region. Like any other AI technology, conversational AI isn’t without its challenges.