One-to-one conversations between businesses and customers isn’t new. For companies, this shift represents an opportunity to differentiate by transforming how they connect with customers through personalized, context-rich conversations. What's worse is that consumers have noticed. Too many businesses have fallen behind in addressing these changing customer behaviors. In this post, we’ll break down the shift to conversational messaging, best practices, and what we see for the future of this communication strategy.Ĭonversational messaging is a powerful opportunity to engage To learn more about conversational messaging trends, we recently surveyed nearly 4,000 consumers across 10 countries, and compiled all our insights into a report you can download here: Conversational Messaging: The Next Storefront Experience. But what exactly is conversational messaging?Ĭonversational messaging is two-way communication between brands and consumers on preferred channels, combining the personalized care of in-person experiences with the accessibility of e-commerce. That’s why conversational messaging is on the rise. They also want to feel as if communication is truly going both ways. Instead, customers want to be the ones who initiate conversations. In 2022, businesses are finally realizing that talking at their customers is no longer going to cut it if they want to build trust and loyalty. Conversational messaging: What it is and why customers love it
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