What is Conversational Marketing Software?
Conversational or messenger marketing tools are designed to interact with potential customers through personalized, one-on-one conversations to provide specific product recommendations or offers. Businesses use this technology to identify potential buyers on social networks or product websites, address concerns or queries, recommend suitable products, and direct them to payment gateways or sales representatives to complete transactions. By leveraging chatbots and artificial intelligence, businesses can create intelligent response flows that guide visitors through useful conversations at different touchpoints based on their behavior and other details.
The conversation can be picked up later to follow up with interested customers who did not purchase on the spot. The use of conversational marketing platforms helps businesses provide better customer service at scale and simplifies the buying process for potential customers worldwide, 24/7. These tools can generate qualified leads, provide insights into customer demographics and preferences, and speed up the sales cycle.
Conversational marketing products usually include features that integrate with live chat and chatbot software to create meaningful conversations with customers at different stages of the buying journey. Some of these tools combine automated and live human interaction on the business side, with chatbots notifying the appropriate salesperson to take over at critical points in the conversation.
These tools may also integrate with social network messengers, SMS, or email, with certain visitor behaviors or trends triggering conversations. Conversational marketing tools may sync with e-commerce platforms or payment gateways to provide detailed product information or complete transactions. These tools may also integrate with bot platforms to create custom messaging applications tailored to users’ needs. The elements of customer engagement on social networks are similar to those used in social customer service tools.
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To be classified as a Conversational Marketing tool, a product must:
- Assist in creating intelligent messaging bots that engage visitors on one or more channels
- Provide tools to personalize response flows within conversations
- Direct interested buyers to sales reps or online stores for successful conversations
- Track customer journeys and allow chatbots or sales representatives to follow up with them.
Conversational Marketing Statistics
The growing significance of conversational marketing is evident from various statistics. According to HubSpot, 47% of consumers are willing to purchase entirely from a conversational marketing bot. The engagement rates of chatbots range from 35-90%, with better-designed chatbots experiencing higher response rates.
The AI communication market was valued at $6.18 billion in 2021, with an expected CAGR of 23.6% from 2022 to 2030. Salesforce predicted that 95% of customer interactions will be facilitated by AI by 2025. CEOs are already altering their customer engagement strategies, with 80% expecting to use conversational AI technologies. Although there are set-up challenges, including data training and maintenance, the demand for chatbots is high.
Benefits of conversational marketing in your business
Improved User Engagement:
Conversational marketing improves user engagement by offering personalized one-on-one conversations.
Less Intimidating Forms, Higher Completion Rates:
Using conversational marketing leads to less intimidating forms, resulting in higher completion rates.
Fewer Distractions:
By reducing distractions, conversational marketing allows for a more focused conversation between the business and the customer.
Capture More Data and Reduce Abandonment:
Conversational marketing captures more data and reduces abandonment rates by offering personalized support throughout the buying process.
Get More Accurate and Detailed Customer Data:
Conversational marketing provides more accurate and detailed customer data by using AI and chatbot technology to engage with customers.
Build Trust and Loyalty:
Conversational marketing helps build trust and loyalty by providing personalized and responsive support to customers.
Boost Sales and Conversions:
Conversational marketing can boost sales and conversions by guiding customers towards relevant products or services and simplifying the buying process.
Conversational marketing tools are important because they help businesses create a more personalized customer experience. They allow businesses to engage with customers in real-time and provide instant support. Conversational marketing tools can also help to automate the sales process and improve lead generation.
Top 10 Conversational Marketing Platforms
Tool #1: Drift
Drift is a conversational marketing platform that helps businesses connect with their customers in real-time. With Drift’s chatbot and live chat features, businesses can engage with customers on their website, answer questions, and provide support.
The key Features of Drift:
- Conversational bots and live chat
- Account-based marketing (ABM) tools
- Integrations with other marketing and sales tools
- Personalized messaging and targeting
- AI-powered chat and sales assistance
The Benefits of using Drift:
- Real-time messaging to keep website visitors interested.
- Intelligent chatbots for qualifying leads and organizing meetings.
- Personalization through integration with sales and marketing tools.
- Personalized messages based on visitor characteristics and behavior.
- Improved customer satisfaction and higher conversion rates.
Pricing and Plans:
Drift offers several pricing plans to meet the needs of businesses of all sizes, including a free plan with basic chatbots and live chat features. Paid plans start at $50 monthly and include additional features such as targeted messaging and a conversational sales platform.
Examples of Businesses using Drift Successfully:
1. InVision:
The design collaboration platform uses Drift’s chatbot to help their sales team qualify leads and schedule demos.
2. Vidyard:
This video marketing tool uses Drift to provide personalized conversations with website visitors and to route leads to the right sales reps.
3. Grubhub:
The popular food delivery service uses Drift’s chatbot to help customers place orders and get immediate assistance with any issues.
4. Hootsuite:
The social media management platform uses Drift to provide personalized conversations with visitors and to help their sales team better understand their needs.
5. AdRoll:
The digital marketing platform uses Drift to generate leads and support its customers.
Tool #2: Intercom
Intercom is another popular customer communication platform that helps businesses engage with customers across multiple channels, including chat, email, and social media.
The Key Features of the Intercom:
- Live chat and messaging
- Email marketing and automation
- CRM and customer data management
- Knowledge base and help center
- Customizable chatbots and workflows
The Benefits of Using Intercom:
- Customizable chatbots for lead generation and customer support
- Multichannel messaging for seamless customer interactions
- In-app messaging for personalized user experiences
- Integration with third-party tools for improved workflows
- Real-time performance analytics for data-driven decision making
Pricing and Plans:
Intercom offers several pricing plans to meet the needs of businesses of all sizes, including a free plan with basic chat and messaging features. Paid plans start at $39 monthly and include additional features such as automation and customer data.
Examples of Businesses using Intercom Successfully:
1. Shopify:
The e-commerce giant uses Intercom to support customers and help merchants grow their businesses.
2. Atlassian:
The project management software company uses Intercom to support its products and help customers find relevant resources.
3. Expensify:
The expense management tool uses Intercom to provide users with personalized support and help them get the most out of the product.
4. Deliveroo:
The food delivery service uses Intercom to provide real-time assistance to customers and to help them track their orders.
5. Segment:
The customer data platform uses Intercom to help its sales team close deals and provide support to customers.
Tool #3: HubSpot
HubSpot is a game-changer in the customer engagement realm, offering a complete suite of tools to nurture leads, convert prospects, and delight customers across every touchpoint.
The key Features of HubSpot:
- Marketing automation and email campaigns
- CRM and sales pipeline management
- Website builder and blogging platform
- Live chat and conversational bots
- Analytics and reporting tools
The Benefits of using HubSpot:
- Robust marketing, sales, and customer service automation capabilities
- Seamless integration with other HubSpot tools for a unified platform
- Customizable chatbots for lead generation and customer support
- Personalization of interactions based on visitor behavior and attributes
- Detailed reporting and analytics for improved decision making
Pricing and Plans:
HubSpot’s conversational marketing tool is included in their Marketing, Sales, and Service Hubs, with pricing starting at $50/month for the Starter plan and scaling up to $3,200/month for the Professional plan.
Examples of Businesses using HubSpot Successfully:
1. SurveyMonkey:
The online survey tool uses HubSpot to manage its marketing campaigns and provide users with personalized support.
2. Airstream:
The travel trailer company uses HubSpot to manage its website and provide relevant content to visitors.
3. Wistia:
The video hosting platform uses HubSpot to manage its marketing campaigns and provide users with personalized support.
4. HubSpot itself:
The inbound marketing platform uses its own software to manage its website and support its customers.
5. New Relic:
The digital intelligence platform uses HubSpot to manage its marketing campaigns and provide personalized support to customers.
Tool #4: Chatfuel
Chatfuel is a chatbot-building platform allowing businesses to create AI-powered chatbots for Facebook Messenger, Telegram, and other messaging platforms without coding knowledge.
The key Features of Chatfuel:
- Chatbot building and customization
- Natural language processing (NLP) capabilities
- Integration with Facebook Messenger and Instagram
- E-commerce and payment processing tools
- Analytics and reporting features
The Benefits of Using Chatfuel:
- Easy-to-use chatbot builder with no coding required
- Integration with multiple messaging platforms
- Customizable chatbots for lead generation and customer support
- AI-powered Natural Language Processing for improved interactions
- Detailed analytics for tracking chatbot performance
Pricing and Plans:
Chatfuel offers a range of pricing plans to suit different business needs and budgets. Their plans start from $15 per month and go up to $300 per month. They also offer a free plan that includes basic features.
Examples of businesses using Chatfuel successfully:
1. Adidas:
The sportswear brand uses Chatfuel to provide personalized conversations with customers and to help drive sales.
2. T-Mobile:
The mobile phone carrier uses Chatfuel to support customers and help them with any issues.
3. TechCrunch:
The technology news outlet uses Chatfuel to provide personalized news updates to subscribers.
4. Techstars:
The startup accelerator uses Chatfuel to provide personalized support to its portfolio companies.
5. Pizza Hut:
The pizza chain uses Chatfuel to provide personalized conversations with customers and to help them place orders.
Tool #5: Tidio
Tidio is a conversational marketing platform that helps businesses connect with their website visitors and customers via live chat, chatbots, and email.
The key Features of Tidio:
- Live chat and messaging platform
- Chatbots with AI-powered automation
- CRM and contact management tools
- Integration with e-commerce platforms and CMS
- Mobile app for on-the-go customer support
The Benefits of Using Tidio:
- Live chat and chatbots for personalized interactions with website visitors
- Multichannel messaging for seamless customer interactions
- Integration with third-party tools for improved workflows
- Mobile app for on-the-go customer support
- Detailed reporting and analytics for data-driven decision making
Pricing and Plans:
Tidio offers a free plan with basic features and 7-day chat history. Paid plans start at $18 monthly for access to more advanced features like automation, email marketing, and custom branding.
Examples of businesses using Tidio successfully:
1. Volvo:
The car manufacturer uses Tidio to support customers and help them with any questions about their vehicles.
2. DHL:
The shipping and logistics company uses Tidio to provide personalized support to customers and to help them track their shipments.
3. Yamaha:
The musical instrument manufacturer uses Tidio to provide personalized support to customers and to help them with any issues they may have with their instruments.
4. Razer:
The gaming hardware company uses Tidio to support customers and help them with any issues with their products.
5. Jura:
The coffee machine manufacturer uses Tidio to provide personalized support to customers and to help them with any issues they may have with their machines.
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Tool #6: Zendesk
Zendesk is a customer support platform that provides businesses with tools to manage customer interactions across various channels, including email, phone, chat, and social media.
The key Features of Zendesk:
- Multi-channel support (email, phone, chat, social media)
- AI-powered automation and chatbots
- Knowledge base and self-service options
- Ticketing system and helpdesk management
- Analytics and reporting tools for customer support
The Benefits of Using Zendesk:
- Multichannel support for seamless customer interactions
- Customizable chatbots for lead generation and customer support
- Integration with third-party tools for improved workflows
- AI-powered Natural Language Processing for improved interactions
- Detailed reporting and analytics for improved decision making
Pricing and Plans:
Zendesk offers a range of pricing plans, starting at $5 per agent per month for a basic plan with limited features. Higher-tier plans offer more advanced features like call center management, advanced analytics, and custom branding.
Examples of businesses using Zendesk successfully:
1. Airbnb:
The vacation rental platform uses Zendesk to manage customer support tickets and provide users with personalized support.
2. Uber:
The ride-hailing service uses Zendesk to manage customer support tickets and to provide personalized assistance to riders and drivers.
3. Shopify:
The e-commerce platform uses Zendesk to manage customer support tickets and provide merchants with personalized assistance.
4. Squarespace:
The website builder uses Zendesk to manage their customer support tickets and provide users with personalized assistance.
5. Slack:
The communication platform uses Zendesk to manage customer support tickets and provide users with personalized assistance.
Tool #7: MobileMonkey
MobileMonkey is a chatbot and omnichannel messaging platform that allows businesses to create, manage, and analyze conversations across multiple channels.
The key Features of MobileMonkey:
- Chatbot building and customization
- Integration with Facebook Messenger and SMS
- Lead generation and qualification tools
- Marketing automation and email campaigns
- Analytics and reporting tools for chatbot performance
The Benefits of Using MobileMonkey:
- Customizable chatbots for lead generation and customer support
- Multichannel messaging for seamless customer interactions
- Integration with third-party tools for improved workflows
- AI-powered Natural Language Processing for improved interactions
- Detailed reporting and analytics for data-driven decision making
Pricing and Plans:
MobileMonkey offers a free plan, which includes basic features like chat blasts and drip campaigns. Its paid plans start at $14/month and include advanced features like integrations with Salesforce and Shopify.
Examples of businesses using MobileMonkey successfully:
1. Neil Patel:
The digital marketing expert uses MobileMonkey to provide personalized conversations with website visitors and to generate leads.
2. Social Media Examiner:
The social media marketing news outlet uses MobileMonkey to provide personalized support to subscribers and generate leads.
3. AppSumo:
The online marketplace for digital tools uses MobileMonkey to provide personalized support to customers and generate leads.
4. SEMrush:
The digital marketing tool uses MobileMonkey to provide personalized support to users and generate leads.
5. Buffer:
The social media management platform uses MobileMonkey to provide personalized customer support and generate leads.
Tool #8: Freshchat
Freshchat is a modern messaging software that helps businesses easily engage and communicate with customers through multiple channels.
The key Features of Freshchat:
- Live chat and messaging platform
- AI-powered chatbots and automation
- CRM and contact management tools
- Multi-channel support (email, phone, chat, social media)
- Integrations with other marketing and sales tools
The Benefits of Using Freshchat:
- Multichannel support for seamless customer interactions
- Customizable chatbots for lead generation and customer support
- Integration with third-party tools for improved workflows
- In-app messaging for personalized user experiences
- Detailed reporting and analytics for improved decision making
Pricing and Plans:
Freshchat offers a free plan, which includes basic features like unlimited contacts and conversations. Its paid plans start at $15/month and include advanced features like chatbots and custom domains.
Examples of businesses using Freshchat successfully:
1. Luminar Technologies:
Luminar Technologies is a company that specializes in developing and producing advanced lidar sensors for self-driving cars. They use Freshchat to offer real-time support to their customers, helping them troubleshoot any issues they may face while using the product.
2. Design Pickle:
Design Pickle is a company that offers unlimited graphic design services to businesses. They use Freshchat to offer quick and responsive support to their clients, ensuring their design needs are always met.
3. Saddleback Leather Co.:
Saddleback Leather Co. is a company that produces high-quality leather goods. They use Freshchat to answer customer questions in real-time, allowing them to provide personalized support to each customer.
4. Unbabel:
Unbabel is a company that provides AI-powered language translation services. They use Freshchat to support their customers in multiple languages, ensuring they can communicate effectively with customers worldwide.
5. Credly:
Credly is a company that provides digital credentialing services to businesses and individuals. They use Freshchat to support their clients, helping them navigate the platform and troubleshoot any issues they may face.
Tool #9: Acquire
Acquire is a conversational platform that helps businesses engage with customers across various channels, including chat, messaging, voice, and video.
The key Features of Acquire:
- Live chat and messaging platform
- Video and co-browsing capabilities
- Chatbots and automation tools
- Knowledge base and self-service options
- Analytics and reporting features for customer support and sales
The Benefits of Using Acquire:
- Multichannel support for seamless customer interactions
- Customizable chatbots for lead generation and customer support
- Integration with third-party tools for improved workflows
- Co-browsing and video chat for personalized support
- AI-powered Natural Language Processing for improved interactions
Pricing and Plans:
Acquire offers custom pricing plans based on business needs, with a free trial available. Plans start at $400/month for small businesses and include additional features like integrations with popular CRM platforms and advanced reporting.
Examples of businesses using Acquire successfully:
1. Harry's:
Harry’s is a popular men’s grooming brand offering razors, shaving cream, and other products. They use Acquire to offer personalized support to their customers, allowing them to get the answers they need quickly and efficiently.
2. Quicken Loans:
Quicken Loans is a leading mortgage lender in the USA. They use Acquire to support their customers, helping them navigate the complex process of applying for a mortgage.
3. 1-800-Flowers:
1-800-Flowers is a company that offers flower delivery services. They use Acquire to offer real-time support to their customers, helping them choose the perfect arrangement for any occasion.
4. Pura Vida Bracelets:
Pura Vida Bracelets is a company that sells handmade bracelets. They use Acquire to offer personalized support to their customers, helping them find the perfect bracelet for their style.
5. Fandango:
Fandango is a popular movie ticketing platform in the USA. They use Acquire to support their customers, helping them navigate the platform and purchase tickets for their favorite movies.
Tool #10: Landbot
Landbot is a no-code chatbot builder that allows businesses to create conversational experiences for their customers easily.
The key Features of Landbot:
- Chatbot building and customization
- Integration with multiple messaging platforms
- No-code design interface
- E-commerce and payment processing tools
- Lead generation and qualification features
The Benefits of Using Landbot:
- Easy-to-use chatbot builder with no coding required
- Customizable chatbots for lead generation and customer support
- Integration with multiple messaging platforms
- AI-powered Natural Language Processing for improved interactions
- Detailed reporting and analytics for tracking chatbot performance
Pricing and Plans:
Landbot offers a free plan with basic features and paid plans starting at $30/month for additional features like custom scripts and integrations with popular marketing platforms.
Examples of businesses using Landbot successfully:
1. Aetna:
Aetna is a healthcare insurance company. They use Landbot to support their customers, helping them navigate the complex healthcare system and find the right insurance plan.
2. Mastercard:
Mastercard is a leading credit card company. They use Landbot to support their customers, helping them with any issues they may face while using their credit cards.
3. Wells Fargo:
Wells Fargo is a leading bank in the USA. They use Landbot to support their customers, helping them with any banking-related questions or issues they may have.
4. AIG:
AIG is an insurance company that provides businesses with insurance. They use Landbot to support their clients, helping them navigate the complex world of business insurance.
5. Nordstrom:
Nordstrom is a leading fashion retailer in the USA. They use Landbot to offer personalized support to their customers, helping them find the perfect outfit for any occasion.
Conclusion
In conclusion, integrating the right conversational marketing tool into your business strategy can be a game-changer. From chatbots to live chat and personalized messaging, these tools can help businesses improve customer engagement, increase conversions, and drive growth. As you consider your options, remember that choosing the right tool requires careful evaluation and consideration of your unique needs. If you need assistance in software development or have any questions, please do not hesitate to contact us. We’re here to help you take your business to the next level with the right conversational marketing tools.
FAQs
Conversational platforms enable users to engage with machines by speaking or writing using natural language processing. A conversational platform aims to give value to businesses through effective engagement with their consumers.
Meaningful discussions with sales professionals or chatbots may convert website visitors into potential buyers more quickly than conventional marketing techniques. In fact, after a live chat interaction, 63% of customers are likely to return to your website.
Conversational marketing is a customer engagement technique that connects customers and businesses through highly tailored, real-time interactions that closely resemble the flow and comfort of conversational conversation. These interactions can be proactive (started by the company) or reactive (started by the customer).
- Prioritize your conversational marketing techniques.
- Plan out the conversation’s flow.
- Keep things basic and informal.
- Visitors must be greeted and guided.
- Educate using lead magnets.
- Promote your product and demos.
- Request feedback.
