Published on: 2025-04-30
Conversational Marketing: The Power of Personalization
How to turn Conversations into Conversions and not desertions.
I would like to start a story that possibly happens every day or that you or your company is currently experiencing: we have Juan, a dedicated entrepreneur, leading a company that manufactured innovative and high-quality products. While focusing on perfecting his products, he developed high-quality marketing strategies with his team. Once launched, they generated good sales, but he began to notice that many of his users who seemed interested did not end up acquiring the product, they got off the bus, or as seen in e-commerce, the intention remained in the shopping cart.
With the growth of the company and the increasing popularity of its products, customers began to communicate through direct messages seeking information, prices, and advice. However, the staff could not keep up, and the lack of responses or the generic responses given by their Chatbot left many dissatisfied. This negligence in customer service can become the downfall of Juan's company, as poor service can cause customers to unsubscribe, not buy again, and share bad experiences, generating a bad reputation that can be detrimental to the business.
The challenges of traditional customer service
The problem Juan faces happens more often than you think. A recent META study from 2023 revealed an alarming fact: during holiday seasons, over 60% of consumers tried to communicate with companies through direct messages, only to encounter error messages or, worse yet, no response at all. This lack of attention not only generated frustration among users but also had a direct impact on potential sales.
Today, consumers seek a messaging experience that allows them to obtain information about products and prices, receive instant responses at any time, make purchases easily, get personalized advice, and even negotiate prices and offers. However, the lack of personalization in conversational marketing is leaving many customers dissatisfied and missing sales opportunities.
Despite the development of tools like chatbots and response automation, which have been useful in addressing the customer service problem, their effectiveness is limited if business growth is sought without neglecting the relationship with customers. That's why I'd like to start this article with conditioned Chatbots that may not be able to resolve all queries effectively, and then explore the benefits of conversational marketing, which can be a strategy that prioritizes bidirectional and personalized communication with customers, generating a more satisfactory experience.
If you are in medium and small companies and are wondering how I can employ these types of strategies, no problem. Virtual Agents appear on the map as a solution to be at the forefront of customer service and boost sales, by having the ability to offer precise and personalized responses, as well as perform more complex actions that strengthen the relationship with customers and improve their experience.
Conditioned Chatbots!
Chatbots, by definition, are considered software that mimics human communication with users. Those that began to be used massively were conditioned or rule-based chatbots, emerging as an innovative proposal to provide mass attention at lower costs than having a group of workers responding and attending requests. These types of chatbots operate with pre-established flows to guide users to a possible answer. This solution allowed people not to have to wait to be attended and gave the notion that it is not always necessary for a person to be in charge of solving any type of request.
I bet we have all had some experience with them. They are very common in various industries, for example, Health, where to take action, the conversation starts with a numeral: 1, if you want to schedule an appointment, 2, request medicine, 3, emergencies, just to cite an example. In that sense, if what we want is not in the numeral, it will take us a long time to find out and will generate frustration, since we seek a solution to our query, the more immediate the better.
Here we begin to visualize the complexities that these types of solutions can have, in the sense that they can be very effective for simple and routine tasks, but are limited to queries that are not included in the flow of rules created prior to the interaction. Likewise, being guided by conditional rules, they do not have the possibility of learning from their continuous experience and their day-to-day interactions with users, as a human employee would. All this ends up affecting the user experience by feeling that their question is not in the predefined conversation flow.
All of us who have been involved in user support know that the creativity to generate unforeseen situations by customers is infinite, it's no joke, it's true, there are always unforeseen events that are not in a manual, but the way they are resolved is with the experience acquired to understand what is the best way to proceed. In summary, conditioned chatbots are a useful tool to automate simple tasks and improve operational efficiency. If you want to respond to everyone, they work, but they may be a bit behind in terms of response quality and especially in generating customer satisfaction in the sense that they felt like just another number and did not find what they were looking for. If you have come this far, it is possible that you have faced this type of situation numerous times and feel that there must be more elaborate tools to improve the way we serve our customers.
This brings us to the title of this article, Personalization and conversational marketing. Since historical times, humanity has found in communication and conversation a way to connect, share knowledge, and build social relationships. Today, with the development of mass messaging applications, people prefer to communicate through messages, because it is easy, fast, and still has that feeling of conversation.
In that sense, when conversational marketing is used, users are given the option to interact with companies and brands in a more human and personalized way, following that emotional and close connection. We all want to be attended to and known, a situation that is difficult to achieve with traditional Chatbots. Furthermore, it allows people to get immediate answers to their requests, without having to wait or search for the option that best suits what they are looking for, and finally gives them a sense of control, by actively participating in the conversation and not being a passive user who sees how they adapt to the flow.
When a user is treated in a special, personalized way, a conversation can turn into a conversion, because they felt heard, their requests were attended to, and they had control of the conversation. If the product meets the need they were looking for, it is likely they will acquire it, because of the way they received the information: they didn't have to read, they didn't have to research, they didn't have to search, they simply conversed, like having coffee with a friend.
Basic chatbots do a good job guiding customers through the conversation flow step by step. Similar to the menu processes customers used to navigate when calling a call center, users can select from a series of options to find what they are looking for. They simply cannot go outside the boundaries, so to speak. To support more complex interactions, the chatbot needs a little more power. That's where conversational artificial intelligence comes in.
Statistics and Trends in Conversational Marketing
There is positive data demonstrating why companies are adopting this type of approach. Having the possibility of offering immediate attention that reflects to users that they are being heard and conversed with can accelerate conversion rates and, to some extent, avoid churn rates. Sinch, a messaging company, in an internal study with its clients, showed that 89% of consumers want to have interactive conversations through mass messaging channels, uncovering a problem with traditional marketing, as its communications tend to be unidirectional. They focus on generating a well-developed message but do not offer the option for the user to respond, ask questions, and evidently receive answers at that moment, resulting in the loss of purchase intent.
TIDIO, a customer support platform, in its study "The Future of Chatbots: Over 80 Chatbot Statistics for 2024" reported that Generation Z and Millennials, at 44%, appreciate the convenience of AI-powered instant messaging, as they do not want robotic, stagnant responses or feel like they are talking to an operator, as they do not consider it conversational. More than 20% of buyers see no problem in starting a conversation with a Virtual Agent or a Chatbot. It was also observed that users are very impatient and state that they would use a Chatbot; 62% are willing to use it, while 38% prefer to wait for a Human Agent. Both segments agree that they would have a positive experience if their problem or request is resolved, along with personalized and human treatment.
Personalization and AI Virtual Agents
Personalization in Artificial Intelligence (AI) Virtual Agents becomes a powerful tool that can completely transform the user experience. By leveraging AI's ability to process large amounts of information and learn from past interactions, Virtual Agents gain the ability to offer personalized responses and recommendations massively. This improves customer satisfaction, as responses are tailored to their individual needs, potentially increasing retention and loyalty by creating a deeper and more meaningful connection between companies and the user. Mass and personalized personalization in AI virtual agents represents the future of customer service, where each interaction feels like a unique and relevant conversation.
Conversational Marketing: Transforming Business Interaction with T-Bit
In the dynamic world we live in, the ability to interact effectively with customers is essential. With T-Bit, our AI platform designed to scale sales and improve support through Virtual Agents and mass messaging on WhatsApp, companies can redefine the way they relate to their audience. From the retail industry to education and beyond, T-Bit offers a solution that can adapt to a variety of sectors and business needs.
Advantages of T-Bit in Different Industries:
Retail and E-Commerce:
With T-Bit, online stores can offer personalized assistance 24/7, helping customers find products, answer questions about orders, and offer purchase recommendations. T-Bit Virtual Agents can easily integrate into WhatsApp, providing a seamless and convenient shopping experience for customers.
Financial Services:
In the financial sector, T-Bit can provide instant assistance for queries about accounts, transactions, and banking services. T-Bit Virtual Agents can help customers better understand financial products, such as loans, savings accounts, and investments, offering accurate and relevant answers in real time.
Education and Training:
In the educational field, T-Bit can be used as a virtual tutor to answer students' frequently asked questions, provide learning resources, and offer assistance in navigating online educational platforms. T-Bit Virtual Agents can adapt to course content and individual student needs, providing personalized support and increasing learning efficiency.
Tourism and Hospitality:
In the tourism industry, T-Bit can act as a Virtual Agent to help travelers plan their trips, book accommodation, get information about destinations, and answer questions about transportation and activities. T-Bit Virtual Agents can offer personalized recommendations based on traveler preferences and provide continuous assistance throughout the trip, including scheduling and reservations.
Customer Service:
In any industry requiring customer service, T-Bit can significantly improve the efficiency and quality of customer support. T-Bit Virtual Agents can quickly respond to common queries, direct customers to useful resources, and collect relevant information to resolve problems efficiently.
From personalization in e-commerce to virtual educational assistance, T-Bit offers a comprehensive solution to transform business interaction across a variety of industries. With its ability to scale sales, enhance the customer experience, and increase operational efficiency, T-Bit positions itself as a tool for companies looking to stand out in today's competitive business landscape.
If you want to take your customer service to another level and see T-Bit as the option to meet your goals with its Virtual Agents, do not hesitate to write to us on WhatsApp. Samantha, our Agent, will be more than happy to assist you and guide you in the best way.
