Keeping it Human: Why More Conversational Customer Relationships can Improve your Business

When we think of using WhatsApp, Messenger, or even sending a text, our thoughts instantly go to our social circles. We organize get-togethers, we text our partner to pick up milk on their way home, or we send a gif to brighten someone’s day. When compared to traditional channels like email and phone calls, this is how we prefer to communicate. So, why should communicating with businesses be any different? There’s a wave of organizations adding messaging to their omnichannel, customer communication approach. It ties into a larger trend where it’s not products or prices that convert customers to a brand, but a standout customer experience.

Going back to the fundamentals of connecting with our customers

Knowing a customer’s name goes a long way. When a business can start every interaction by remembering and greeting customers by name, this creates a personal connection, a positive experience, and builds trust and loyalty.

With countless data at our fingertips, technology can help strengthen customer relationships and it’s still possible to provide an experience that’s friendly and engaging online. The key opportunity is for businesses to create highly personalized conversations, at scale.

Unleash the potential of selling with conversational commerce

Conversational commerce is already thriving in the APAC region, where businesses large and small use an omnichannel approach to maintain constant touchpoints with their customers. Even local businesses can make it easier for their customers to make a booking, reservation, or sale, through conversation. When a user reaches out to a business in this way, interested in a product or service, an agent (aka human) will help them go down the funnel until they’ve made their purchase. Conversely, the agent won’t try to sell them something they’ve already bought. Now, there’s an opportunity for companies to reach out to customers at exactly the moment they need or want to hear from them.

Now is the time to take advantage of an omnichannel partnership

Companies who take advantage of this moment to pivot their strategies to a more human, conversational approach will be those who move ahead of the competition.

When you build an omnichannel framework into your existing systems, and platforms, you bridge multiple communication channels into a coherent user experience. Talk to a Twilio rep today about how you can integrate our seamless solutions into your company for deeper customer relationships.