Posted: 05 May 2020 Contributor: Matthew J Fritschle
Conversational Marketing Statistics For 2022 To Help You Boost Conversions
In the current marketplace, customers have many different choices concerning the ways they communicate with businesses; of which live chat and conversational bots are becoming increasingly popular. They offer support, recommend products, connect you to relevant employees and answer frequently asked questions immediately, saving the customer time and effort.
As opposed to having to wait on the phone, send emails, or take hours filling out forms, consumers can now engage with businesses through messaging channels that feel more natural and efficient.
While still a relatively recent concept, conversational marketing is a quicker way to move buyers through your marketing and sales funnels. It builds relationships, fosters trust and creates authentic experiences with customers. So, just what is conversational marketing, and how can you implement it successfully?
The Benefits of Conversational Marketing
Instead of forcing people to go through lead capture forms and wait days for a response, using targeted messaging and intelligent conversational marketing chatbots to engage with people when they’re on your website gives customers what they want, when they want it.
This makes it much easier for people to engage with your business as well as find and convert better leads more effectively. Conversational marketing is a way to engage with customers on a more personal level that has the potential to provide a better overall customer service. Which means you have happier customers and a company that is set to see greater levels of growth. The trend of conversational marketing is seeing marked success in recent years, something that the statistics are currently supporting emphatically.
The Use Of Conversational Applications During The Pandemic
Let’s start by simplifying this concept with a term that many of us are familiar with: chatbots. One of the most prominent examples of conversational marketing has to be chatbots.
During the pandemic, online shopping began to boom – along with other virtual alternatives in an attempt to stop the spread of the virus. Even doctor’s consultation have taken on virtual forms, making medical assistance more readily available provided you have an internet connection of course.
Customer service has come front and centre, which has led to many businesses implementing conversational applications to meet the demand without face to face interaction.
Think of how online sales assistance has evolved to answer your questions in real-time without human intervention. This 24/7 support offered by chatbots has allowed marketers to provide the instant response that customers crave. With this becoming an expectation, brands currently not utilizing conversational marketing methods run the risk of losing customers to those that have already set up – and have experience – with this strategy.
15 Conversational Marketing Statistics For 2022
Conversational marketing trends have been on the rise for several years, with 2022 set to be no exception. These simple chatbot statistics for 2022 illustrate not just how, but why conversational marketing trends have seen such a meteoric rise in recent times, as well as the reasons why it is set to continue on this way for years to come:
1. 34% of online customers battle to find answers online, using a chatbot can ensure that they receive the assistance they need, when they need it.
2. 44% of customers expect an instant, real-time response when dealing with a real person online.
3. 42% of customers expect an immediate response when dealing with a chatbot
4. Only 14% of people like having the option of filling in a form, while 86% prefer using a chatbot to resolve queries
5. The usage of chatbots has grown by 92% since 2019
6. In the last 6 months, 67% of customers worldwide had some form of interaction with a chatbot
7. 40% of customers are not bothered by who helps them, as long as they are helped
8. Chatbots can save marketers around 30% when it comes to managing customer service
9. 70-90% of healthcare and banking related customer service queries are projected to be handled by chatbots this year
10. The customer satisfaction rate with chatbots is 87.58%
11. The 24/7 customer support offered by chatbot is an absolute gamechanger
12. 55% of the businesses that use conversational marketing receive higher-quality leads
13. 34% of customers use chatbots to reach a real person
14. 51% of customers use chatbots as they believe it is an easier way of communicating with businesses
15. 80% of business queries and questions can be managed using a chatbot
Conversational Marketing Examples
When it comes to incorporating conversational marketing into your everyday approach, it can help to draw inspiration from some successful examples. So, here are 3 companies who nailed their approach to conversational marketing:
Spring: Essentially, Spring reinvented the role of a personal shopper with their chatbots. Interacting with their bot first involves answering some questions to narrow down your interests, style and price range from which they can provide tailored recommendations. While many eCommerce sites have a large amount of products to choose from, it can involve users having to search for hours to find exactly what they want. With conversational marketing, Spring were able to cut all this wasted time out and provide the feeling of receiving intimate levels of attention.
Sephora: Makeup and cosmetics company Sephora combines their conversational marketing strategies with geolocation to bring people into their physical locations. With their Messenger services, users can communicate with the company to automatically book a service following which they will be supplied with a number of nearby stores for them to utilize. By using Messenger services this way, Sephora are not only able to stay front of mind with users, they are able to actively encourage conversions.
RapidMiner: RapidMiner effectively used conversational marketing to filter their audience and only communicate with the best possible leads. With many site visitors they couldn’t waste time talking to everyone therefore they engaged only with the people most likely to convert. Through using conversational marketing, they could ask similar qualifying questions to those of their sales team, from which meetings could be automatically scheduled. This greatly streamlined the process and helped to increase conversions.
How Conversational Marketing Can Be Used In Your 2022 Marketing Plan
The state of conversational marketing is changing and customers now expect to be spoken to a certain way by businesses. The way they are interacting with them is changing rapidly as well. With voice searches rising year on year as well, having conversational elements to your marketing is now crucial in order to separate yourself from the competition.
It could be something as simple as setting a chatbot to handle queries or implementing a newsletter sending system to send content based on user preferences – there are so many options.
With more and more customers coming to expect it as standard practice, finding the right conversational search strategy for your business in 2022 could be the difference between engaging with only quality leads or wading through every single one to see if there is a possibility of obtaining a conversion.
As more companies continue to implement various types of conversational marketing on their websites and social platforms, customers will expect bots to be a highly valuable and efficient resource for them to interact with.
Creating an effective conversational marketing strategy that affects everything from lead generation to conversions to customer satisfaction could be a determining factor in staying alive in what is set to be a difficult 2022 for many. If this is not already a part of your digital marketing strategy, you should be making plans to do so immediately.
Contact Aumcore to learn more about what Conversational Marketing can do for your brand.
This blog post is updated on 16 Feb 2022.