Achieving a chat
marketing plan that allows you to get involved without being
intrusive in your users' lives seems like an impossible task. A pop-up window that opens to an unknown person is usually not well accepted. It
tends to be a double-edged sword between discomfort and acceptance.
Live chat, chatbot, and related messaging tools
have enhanced the online shopping experience. They managed to open new and fast
communication channels between the buyer and the seller.
The secret to this innovative customer service a technique like chat marketing goes hand in hand with how the conversation is
maintained.
Why should you do a chat
marketing plan?
As reviewed by Market Research Magazine
Inc., 51 percent of consumers say a business should be available 24
hours a day, 7 days a week. While younger consumers, aged 18 to
34, report that they regularly use live chat for customer service.
Chatbots and instant messaging are an
important source of data. Something you can use to improve your content
and understand the relationship between your products and their
consumers. For this reason, large organizations and the most powerful
brands are opting for this communication strategy. Always in order to
generate links between communities and their services.
These are some of the benefits of
creating a chat marketing plan so that your business not only attracts
more customers, but also becomes a brand they will defend:
A.- It is a direct
communication channel with customers
Providing customers with a direct line of
communication can simplify the process of answering their questions . Who
doesn't want to save time and money?
B.- Improve sales
Being present when the customer is still
wondering whether or not to press the Buy button means to assertively
address their concerns, anticipating objections . This tool is an
opportunity to make your buyers more confident in their decisions.
C.- It saves you money as a
company
Can you pay a person to be available 24 hours
a day, 7 days a week? Many businesses have call center services, but the
expense doesn't make it a suitable option for all small and medium-sized
businesses.
Multitasking is possible with live chat . Support
specialists can juggle more than one chat, within reasonable limits. In
the same way that many users have several instant messaging conversations going
on.
Chatmarketing offers a convenient way to
answer customer questions outside of normal business hours.
Do you think messages are
profitable?
In the culture of instant gratification, users
don't want to wait for a response to their emails. The main ecommerce
trends in 2021 indicate that the rise of chatbots combined with
automation are the main strategies of winning companies.
Many people have accepted communication from
texts as part of their daily life. In fact, according to Gartner studies
at the end of 2020, text messages were shown to have response rates
of 98% and 45%.
90 percent of the time, a text message is read
within the first three minutes of receiving it, so it's worth the investment to
evaluate the conversion.
Some studies indicate that customers who
receive text messages from businesses tend to have a 40% higher conversion rate
than those who don't. That's why it will be useful for you to follow
these 10 tips to create an effective and indispensable marketing
chat so as not to scare your users:
1.- Make it simple
It's one of the keys to building an effective
chat marketing plan animated explainer video - try to keep
communications concise , understandable, and clear . As
in life itself, talking too much, being repetitive, and giving long answers can
confuse users.
2.- Give it a name
Did you know that you can customize your bot
name to suit your brand? Even if it's a personal brand, you can
make it talk and look like you and it will help you in brand
perception.
3.- One thing at a time
While multitasking is one of the main benefits
of chatbots it is important to either organize your schedule to perform
a single task . So it will be time to progressively add features
in order not to overwhelm your team. It will also allow communications
with your users to be consistent.
4.- Combine Email Marketing and
Chat Marketing
With average email open rates above 19% and
click rates limited to around 2%, this type of marketing is growing in strength
with open rates above 80% and click rates above 30%.
So combining both strategies can be a
great plan . It's as simple as building a list by attracting new
leads, nurturing customers, providing them with relevant content, answering
their questions, and turning those leads into paying customers. All this
in a multi-channel strategy that makes the most of each channel.
5.- Take advantage of the open
chat window to create real connections
Unlike email marketing, which tends to focus
the conversation on user groups, chat marketing is much more
interactive, personalized and conversational.
During the conversation through the chat it is
possible, in addition to sending information, to extract personalized content
for users. It's a value-added service for followers that gives you even
more control.
6.- Clear communication as
human beings, without being informal
One of the most powerful benefits you can get
from building an effective chat marketing plan is that it allows you to
show yourself as a more spontaneous brand.
Make sure your messages are handled with the
same criteria you communicate with your customers in the offline world.
7.- One idea per conversation
Schedule chats to develop a goal that
aligns with your brand strategy . It is another of the axes that
you should not forget before making a marketing plan in chat.
8.- Remember that it is not a
monologue
Chat marketing is two-way
communication. Therefore, it offers several reply options to your chatbots
to make it a conversation. It includes two response buttons to collect very
specific and unquestioning key information .
9.- Attract, don't sell
A chat open just to sell is
unbearable. It's like when a friend writes to you just for
interest. If you use your chat marketing strategy in this way, you will
only be seen as spam. It will bore your potential buyer.
So, to create a chat marketing plan, alternate
contacts between your customers from time to time with relevant content. Before
selling, propose a dialogue to find out where they are in the sales funnel.
10.- A connected conversation
All companies that work start from the
positive relationships they establish with their consumers, both loyal and
close to the sale. And much of that discussion of how to retain past
customers and attract new ones depends on personalization .
The more you make the user feel like
you are there to serve them and meet all their specific needs , the
more likely they are to become not only a buyer and user of your product or
service, but also a brand advocate.
Bonus: a strategy designed
according to the needs of your customers
One of the main reasons consumers prefer chat
is because they can continue to act on the purchase decision without
compromising on time. It is important to understand the context that
surrounds your communities , considering that users are now managed
through dozens of different stimuli at any one time.
It's common for users to check their email,
reply to an Instagram comment, and send a text message to a friend in
seconds. Therefore, it makes a lot of business sense to adapt to that type
of lifestyle and present it consistently to your customers.
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