While it would be nice if we could provide every customer with their own personal concierge during the buying and post-purchase journey, for all but a handful of brands that simply isn’t possible. What’s more, not all customers even want that level of human interaction any more, with 41% of customers preferring live chat to telephone support (32%) or email (32%) in recent research by Tidio.
Instead, it is incumbent on brands to provide multiple ways to give customers the feeling of quick responses, tailored answers to their queries and an overall personalized experience. One of the tools in a marketer’s toolset that is growing in importance in this regard is what is called conversational marketing.
