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Conversational campaigns

Do you want to find out more about conversational campaigns and how you can use them to improve your customer connection? Read the blog and learn how to you can use conversational campaigns to improve your site.

Conversational campaigns improve the one-to-one conversations between a business and the customer and can be used for any purpose of your choosing. In this blog we will explain the purpose of a conversational campaign and we how to use it in order to improve on your website.

 

What are conversational campaigns

Conversational campaigns bring a feedback-oriented approach to marketing. They create one-to-one conversations between a business and the customer. As a company, you can use conversational campaigns to create a more personal connection with you customer, to encourage engagement, to strenghten the customer loyalty, to increase the conversion rate, and, the last but not the least, to create revenue.

 

Why should you use conversational campaigns for your website

Conversational campaigns provide you with the unique opportunity of gaining specific insides about your customer, while also facilitating the communication from the customers’ perspective. Using conversational campaigns as a way of improving the capabilities of your shopping assistant application ensures a more friendly and relevant connection with the customers.

Do you think that conversational campaigns can be the solution for your business, then continue reading and find out how you can create such a campaign for your business

 

How to create conversational campaigns for your website

To start creating one, go to campaigns – conversational campaign.

 

When you create a conversational campaign, you will be greeted with a blank canvas. In its essence it is very similar to a hybrid campaign. You create a flow and add components wherever necessary. The end goal however is different. To show exactly how it works, we have set up a flow to break down.

 

Let’s break down exactly what happens:

Step 1: The conversational trigger
At the top of the flow (green block), we have set up a conversational trigger. This trigger activates the moment the visitor has scrolled 20% of the webpage. This trigger indicates when the visitor will be greeted. Keep in mind that the chat icon will always be visible. The trigger simply represents the greeting. You also have the option to set audience settings. If the visitor is not in the audience you targeted, the chat icon will not show up. These settings are identical to the audience options in other parts of our platform. Check out this link for more info.
You also have the option to set a toolbar title. This simply represents the name displayed in the bar at the top of the conversation.

The conversational trigger rules

  • A greeting will only be shown once per visitor. This data is saved browser side. This means it will be displayed again if the information is removed from the browser.
  • A visitor can see an unlimited amount of conversational campaigns in a session. Only the first however will be shown with a greeting per campaign (to avoid spam).

 

Step 2: A Conversational Message
Underneath the assistant trigger, is an untitled message (dark blue block). This message is the opening message of the chat. The question asked here is “What is your favorite car brand?”. You do have the option to add more than 1 message. They will be displayed one after the other.

 

Step 3: Conversational options
After the question has been asked, we need to present the visitor with available answers. This is what the next step is for. We can present these answers by using conversational options (blue block). As you can see in the screenshot down below, we present the visitor with 3 possible answers. These being Volvo, Audi and Volkswagen.

 

Step 4: Recommendations
After the visitor has selected one of our options, we need to present them some content. For this we use recommendations (white block). You can create a recommendation and then select edit content. You will then be redirected to a page similar to the one you see when creating a touchpoint. You can select exactly what content needs to be displayed. In our example we are filtering content by making sure brand = Volvo, Audi or Volkswagen depending on the option.

 

Step 5: Closing the conversation
We are ending the conversation by asking “Restart the chat?”. This would generally be changed to “did this help you?” or something similar when actually applying it in practice. We are presenting them with 2 options: “Yes” or “No”. Because “No” is the final option in the flow, the chat will automatically be closed once it’s selected (unlike hybrid flows, manual closing is not required). If “Yes” is selected, the flow will restart at the first question (“What’s your favorite car brand?”).

 

This is what the flow looks like in practice (red arrow points to the button that allows you to preview your conversation):

 

As you can see, I am first asked what my favorite brand is. After I answer with “Audi”, the conversation recommends me the cars that match the brand “Audi”. After presenting me with this information it asks me whether I want to restart the chat. If i select “yes”, the conversation will restart. Pressing “no” will result in “this conversation ended” being displayed at the bottom of the chat.

Do you think that Conversational campaigns can be a solution for your business, then start creating such campaigns for your business

Do you want to create conversational campaign with Datatrics?
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