With the digital age in full swing, businesses are increasingly turning to conversational support to enhance customer service and engagement. A staggering 55% of companies employing this strategy report receiving higher quality leads, according to recent research. Furthermore, voice and chat technologies are anticipated to generate a whopping $290 billion in sales by 2025, as per Juniper Research findings.

Conversational support represents a pivotal shift in customer service, moving away from traditional methods towards a strategy that leverages messaging apps and chatbots for communication. This approach is characterized by its asynchronous nature, allowing customers to initiate conversations at their convenience and receive responses when agents are available. Additionally, it employs chatbots for task automation and relies on artificial intelligence (AI) to tailor each interaction, providing a personalized experience.

To successfully implement conversational support in your business, consider the following eleven strategies:

1. Embrace Omnichannel Messaging: Ensure customers can reach you through various channels such as SMS, email, social media, chatbots, and live chat. This flexibility enhances accessibility and convenience.
2. Maximize Chatbot Efficiency: Utilize chatbots to automate routine tasks and gather customer information, freeing up your team to focus on complex inquiries.
3. Automate Common Responses: Use chatbots to provide instant replies to frequently asked questions, improving response times and customer satisfaction.
4. Filter and Qualify Leads: Employ chatbots to filter conversations based on specific criteria, such as location or purchase history, to focus on the most promising leads.
5. Personalize Interactions: Leverage customer data to customize each conversation, fostering deeper connections and loyalty.
6. Combine Human and Chatbot Support: Implement a hybrid support model where chatbots handle routine inquiries and human agents manage complex issues, ensuring comprehensive 24/7 support.
7. Reduce Wait Times Through Automation: Use conversational software to streamline customer routing to the appropriate contact, minimizing delays.
8. Integrate Conversational Marketing: Combine conversational support with marketing efforts to engage customers with targeted messages and offers.
9. Implement Gamification: Engage customers during wait times with interactive games or quizzes, enhancing their experience.
10. Utilize Dashboards for Insights: Employ conversational survey software with dashboards to analyze customer data and improve service strategies.
11. Conduct Customer Sentiment Analysis: Analyze customer feedback to gauge satisfaction and identify areas for improvement.

Conversational engagement software is essential for delivering a seamless customer journey. Key features to look for include omnichannel messaging, a unified customer conversation hub, efficiency tools like templates and workflows, and feedback management capabilities.

Conclusion

Implementing conversational support can transform your customer service, making it more efficient, personalized, and engaging. For businesses looking to leverage the power of conversational support and gain insightful analytics, Probz.ai offers an AI-powered platform capable of qualitative and quantitative insights collection. With access to over 100Mn Indian users, Probz.ai provides a comprehensive solution for businesses aiming to understand and engage their customers better.