Conversational Service
November 25, 2022
Why Are Conversational Forms Better than Static Forms for Lead Generation?
When trying to get customers to reach us or leave their contact information, it’s common practice to direct them to the traditional static contact form. Why not make the dialogue between you and your customer flow easier using a conversational form instead? Consumers in this fast-paced social economy demand more engagement, interaction and conversations are essential to nurturing lead generation. A quick and cost effective way to meet this need is by using conversational forms instead of using static web forms. In Southeast Asia alone, consumers are expecting conversational commerce-driven approaches. This means that a static web form, where a customer has to wait hours or days for the brand to respond, might no longer cut it. 57% of Southeast[...]
August 8, 2022
AI Chatbot for Small Business: How To Drive Sales & Unlock Revenue Growth
In this digital age, most of us have interacted with chatbots online at one point or another, sometimes without even realising. AI-powered chatbots can have full-fledged conversations that make people feel like they're talking with real people. According to Google Trends, interest in AI chatbots has grown four times over ten years. As the world moves toward Conversational AI, businesses are becoming increasingly susceptible to our need to be treated like humans in the service experience. AI chatbots can increase sales by an average of 67%. It is a significant number as the same report also stated that customers are willing to pay 17% more to do business with companies with great reputations regarding customer experience. That's why SME owners[...]
July 1, 2022
7 Winning Strategies for Retail Ecommerce Chatbot
Adobe’s Trust Report 2022: APAC found that amid the rising digital economy, it has become difficult for brands to forge trust with consumers. APAC is home to digitally-savvy consumers that are demanding more from brands. The study found that consumers are constantly looking for personal and valuable experiences, and great content can all deliver a trust dividend– if done well. Missteps can put hard-fought customer loyalty and spending on the line. In fact, it has been reported that leaving consumers with unanswered queries can result in over $2 million in missed revenue per day. This is where conversational commerce (c-commerce) can step in. What is conversational commerce and why does it matter? First, let us understand what this means: The[...]
May 24, 2022
6 Ways To Deliver Personalization At Scale With AI Chatbot
Modern customers expect better customer service than in the past. They not only want quality products, but also expect fast and smooth end-to-end shopping experience. Businesses need to adapt customer service strategies to meet these expectations or risk losing customers. A survey of 1,000 Singaporean respondents has shown that 70% of Singaporean consumers want a personalized digital customer experience and would be more likely to buy again from brands which treat them like an individual, rather than like every other customer. Personalization can even be called a “hygiene factor”: customers take it for granted, but if a retailer gets it wrong, customers may depart for a competitor. On the other hand, tailoring your customer experiences to individual customers' wants and needs[...]
February 21, 2022
Why CX Matters for Your Business, and How to Improve It
The COVID-19 pandemic sent consumers into lockdown and shuttered brick-and-mortar stores for a relatively brief period. Many jurisdictions maintained stay-at-home orders for just a few months over the spring and summer of 2020. But the pandemic’s impact on the retail sector may have been permanent. Retail was already swinging decisively toward e-commerce, and the pandemic helped accelerate that trend, possibly forever. Most directly, consumers were forced to spend more time shopping remotely in early 2020, and brick-and-mortar operations found it difficult to pay the bills. The pandemic also had indirect consequences for retail. With more people working from home, for example, fewer people ran errands during their commutes. This trend persisted even when stay-at-home orders were lifted, and retail operations[...]
December 20, 2021
4 Tips to Build Customer Relationships with a Chatbot
Getting a customer is only the beginning. The act of building that customer relationship needs to be prioritized in that conversation. Here we are going to share four ways you can do build that relationship and how it will benefit your customers and your business in the long term. Tip #1: Customer Retention Starts Before the Sale, Then Continues You may have what your customer needs, but having a customer that is excited to buy from you vs buying out of convenience from you is a different story. Customer experience (CX) applies through the whole customer journey, from engagement to acquisition and aftersales. The initial purchase is an important first impression. This is where you set your expectations and show[...]
October 24, 2021
Why Your Brand Needs Live Chat and A.I Support
You and your brand are no strangers to social media. Neither are your customers! But did you know that your social media team can also handle Direct Messages (DMs) on social media in the same way as a live chat website integration? Your brand may be used to thinking of live chat services as being exclusive to websites, but in this article, we are going to detail to you how some of the benefits of live chat can now be extended to social media to answer customers in real-time. Provide customers with the information they need, quickly, in a form they are used to communicating with. Customers may want to use a live-chat experience for many reasons, such as: Ask[...]
April 15, 2021
How to Improve Customer Service Response Time with an AI Chatbot
The modern-day customer is impatient. The moment internet users land on your site, the clock-to-conversion starts ticking. Did you know that 78% of customers buy from the company that responds to their inquiry first? If you response to the visitor after five minutes, the chances of lead conversion will drop significantly by 80%. In business, relationships are everything and every relationship starts with a conversation. Visitors do not come to your website to fill up contact form, they would prefer to speak to someone who can help out with their questions about your products and services. The CMO council has reported that customers has rated “fast response time” as the top most priority for good customer experience. Brands cannot afford to[...]
April 4, 2021
Why Conversational CX is the Modern Marketer’s Most Powerful Tool
Today’s customers are more connected and better informed than ever before. The stakes are high when it comes to making purchase decisions, and your competitors are only just a click away. That’s why product and pricing alone aren’t the only things that are important. You also need to offer a conversational customer experience that’s personalized to the unique needs of every individual. What is Conversational Customer Experience (CX)? Customer experience is the new marketing, and it has always revolved around facilitating meaningful conversations and building relationships with customers. Being personable and human in your approach is now the key to maintaining a solid brand reputation in the age of online reviews and social media. But CX is still widely viewed[...]
March 23, 2021
Integrate Social Messaging Into Your CX Mix
The usage of social messaging around the world is ever-increasing. Messaging apps have more users today than ‘traditional’ social media platforms. Six years ago, the number of monthly active users (MAUs) on the top four social messaging apps (WhatsApp, WeChat, Messenger and Viber) surpassed the number of MAUs of the top four social networks (Facebook, Instagram, Twitter and LinkedIn). In 2020, Social messaging has reached 2.7 billion active users worldwide. This growing trend has changed the landscape and how businesses interact with their customers. Businesses are looking for more ways to reach their customers, they're now entering the scene as well. In a recent research conducted by Salesforce, customers today demand a different type of relationship with brands, 71% of[...]