Chat Marketing
Chat marketing is the process of interacting with a company's customers through messaging apps and online chats. It includes messaging campaigns, chatbots, consultations with support specialists and sales managers. Customers communicate with the company through a channel they are familiar with, while the business uses it to attract audiences, drive sales and retain customers.
To launch chat marketing, a company connects an official account in a messaging app or installs a chat widget on its website, develops communication scenarios and configures automation. A bot answers common questions and forwards more complex enquiries to an employee. Messaging campaigns help inform subscribers about promotions, new products and special offers, while buttons and calls to action make the next step easier, from visiting a website to placing an order. Automation makes it possible to handle enquiries around the clock and reduces the team's workload.
What Problems Does Chat Marketing Solve?
- Audience acquisition and nurturing. Messaging campaigns introduce users to a product, while message sequences help maintain their interest and guide them towards a purchase.
- Sales. Managers advise customers, accept orders and book appointments for services directly in the chat.
- Customer support. Chatbots answer frequently asked questions and automate routine enquiries, freeing up employees to handle more complex tasks.
- Customer reactivation. Reminders, re-engagement campaigns and abandoned-cart messages help bring users back to make a purchase.