Conversational Marketing


6 reasons why conversational marketing matters for small businesses

Small businesses thrive because they offer customers the personal touch. You might think that installing a chat-bot on your website is the opposite of the personal touch and not at all what you wish your brand to represent. In fact, the opposite is true. These tools can help to apply the same individualised approach you take when interacting with customers right across your business. Here are 6 reasons why this matters for small business.

1) Welcome in your potential clients

If you have physical premises, the chances are that you greet people when they enter. From friendly sales staff to a professional reception desk, what really matters is that when someone walks through the door, you or your team say hello.

Contrast the traditional office or shop with the online experience. Once they enter your website, the customer or prospect is exploring alone. A chat-bot can greet them as they enter, and guide them to what they’re looking for. Of course, some people prefer to browse independently but that can also be an option. After the initial greeting, it is possible to mute the technology and create a button if someone requires further assistance.

2) Not interruptive

The difference with conversational marketing is not that computers replace human interaction. It is that everyone is having the right conversation, with the right person, at the right time.

3) Time saving

Small businesses are often stretched, with people fulfilling multiple functions. Conversational marketing allows everyone in the team to maximise their time and that’s particularly important in a small business where everyone’s time is valuable.

4) Strengthens your brand

The great thing about this approach is that it also means your business is always getting smarter. Everything you learn about customers in conversations via automated programmes and one-on-one interaction can all be fed back into the business. This means not only are your sales channels more effective and your team more efficient, your business is getting smarter all the time.

The difference between traditional marketing and conversational marketing is the same as the difference between knowledge and intelligence. It takes more than data to run a successful business. You need a strong brand, aligned with customer interests. To create that, you need to know what your customers care about and where their focus is. There’s no better way to do that than having a conversation with them.

5) Continual market research

Conversations amount to real-time data collection which means that rather than wait until your business is declining to survey the market, you have the latest information to quickly and easily spot trends. This supports greater agility within the business. The great advantage that small businesses have is that they can pivot towards customer interests. Large companies may take time to catch up to the market, but conversational marketing can put small businesses at the cutting edge of trends and new opportunities.

Conversational marketing can also reveal new market segments. Talking to customers in depth – something you have more time for once you have tools to qualify your leads – may help you to discover new uses for your products and services. You can market yourself according to how customers see you and highlight what they value most.

6) Gives you a competitive edge

For a small business that is looking to grow and stay one step ahead of the competition, conversational marketing is an invaluable tool. You and your team will close sales quicker and more effectively, you’ll have the knowledge to develop a business aligned with customer needs and you may even discover market opportunities you hadn’t previously considered.

getting started with conversational marketing