Conversational marketing offers one of the most convenient ways of communicating with customers and prospects via customized interactions.
And we've seen some great examples of this.
Some businesses have introduced chatbots on their sites, while others have seen live chat as the best option to improve their performance.
Let's take a look at some of the best and proven conversational marketing examples from different industries:
1. DNA – Telecom
2. Connells – Real estate
3. Suomalainen Kirjakauppa – Ecommerce
4. Staples – Ecommerce
5. Riddermark Bil – Automotive
6. Yliopiston Apteekki – Pharmacy
7. Asuntoyhtymä – Real estate
These cover practices for increasing conversion rates, qualifying leads, launching new services, and enhancing customer experiences – all achieving excellent results. Check them out for yourself!
1. DNA: Automating chat conversations with a button-based bot
DNA, one of the leading Finnish telecom providers, wanted to improve its corporate customer self-service and how people were using it.
To do this, DNA decided to automate its online customer service and current chat service by implementing a button-based chatbot.
With the button bot, DNA customers can help themselves when they have questions, without needing to ask for assistance from a human agent.
Based on DNA’s text analytics and enriched data gathered from previous live chat conversations, the chatbot buttons guide users forward by answering their questions.
Implementing the button-based chatbot and allowing customers to self-serve has decreased DNA’s live chat conversations by 58% in just one month of launching the chatbot.
The DNA customers who have used the new service with a button bot and a live chat have been highly satisfied, with 96,3% of people describing their service experience as positive.
2. Connells: Increases conversion rate from 8% to 30% with live chat
Connells Group, one of the largest estate agencies and property service providers in the UK, was in search of new ways to generate more leads and sales from its many websites.
To encourage more valuation bookings, they needed to offer a better way than filling in a form or making a phone call for their customers to reach out.
After adding giosg Live Chat to a number of their brand websites and taking a conversational approach, Connells saw a sudden and significant increase in bookings.
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By implementing systematic training for their agents and creating customized chat features, Connells was able to boost their conversion rate of chat to property valuation from 8% to 30%.
3. Suomalainen Kirjakauppa: Launches audiobook and e-book service with chatbot
Suomalainen Kirjakauppa (in English, Finnish bookstore), Finland's largest bookstore chain, launched their new audiobook and e-book service using a chatbot.
They kicked off the service using ready-made chatbot templates and equipped the bot with frequently asked questions. Because it’s easy to manage, they were able to modify and update the bot whenever they needed to.
Placed on the bookstore’s audiobook and e-book service site, the conversational bot is offering assistance to customers who are interested in activating this service or need to modify their current subscription.
The online bookstore’s chatbot has proven to be an efficient and cost-effective way to launch a new service. Each month, about 5% of the website's thousands of visitors use the chatbot, and the number of users is growing steadily.
After launching their conversational service, during the first three months, the use of the chatbot increased by 26%.
4. Staples: Enhances the check-out process with conversational pop-ups
Staples, the leading provider of workplace products, services, and solutions to small, mid-sized, and large businesses, had an urgent need to improve their online store customer experience.
To make the shopping process smoother, they needed to improve the navigation of their eCommerce website, and better assist customers with their purchases.
On top of the online store's search function, one of the challenges was the checkout process that required customers to submit a product reference number in a field that went easily unnoticed.
With giosg, Staples was able to create informative customized pop-ups to help their visitors find their way around the website and help them complete the purchase.
All this led to fewer questions to customer service and helped their agents save time and focus on more complex inquiries.
5. Riddermark Bil: Takes purchasing cars online with live chat
Riddermark Bil, one of Sweden's largest car dealers, needed to find a solution that would help their sales representatives efficiently start conversations with their customers online.
With more than 100,000 website visitors every month, there was also a need to identify, engage, and support these visitors at every stage of the buying journey.
Providing giosg Live Chat on both their website and third-party sites, such as Bilweb, helped them solve this challenge.
Sales teams are now able to start chat conversations with their target audience in real time and also approach visitors with personalized, targeted messages at the right time.
The new chat solution had a positive impact on both sales results and customer engagement.
With dedicated chat agents who can deliver meaningful and relevant information at the right moment, Riddermark is able to successfully sell over 30 cars through live chat every month.
6. Yliopiston Apteekki: Grows digital sales by 10X with chat
Yliopiston Apteekki, known for leading the way with their digital customer service, wanted to develop their online store further to offer the same level of personalized service online as they do in their brick-and-mortar stores.
To achieve this, Yliopiston Apteekki decided to incorporate a live chat solution for serving customers and providing one-on-one medical advice online.
They needed a solution that could be easily integrated into their online store to ensure a seamless service and became users of giosg Live Chat.
Being able to offer targeted digital interactions to the right visitors and route chat conversations to the right experts helps the pharmacy provide a better online customer experience.
All this has led to excellent sales results, with digital sales channels growing more than tenfold, and the cyber-secure chat software playing an important role in achieving this growth.
7. Asuntoyhtymä: Gets 300 new leads with property portal bot
Finnish housing investment company Asuntoyhtymä which builds and rents new homes, wanted to better reach their customers and be present where they spend their time online.
The company decided to take a bot into use and implement it into two different property portals, providing people who are looking for a new home with an easy way to reach out.
Offering this new way for their potential home buyers and sellers to communicate with them has not only triggered positive feedback for the quick service the company can provide but has also generated 300 new leads in just three months.
So there you have it – 7 of our top conversational marketing examples, from real estate to eCommerce. If you’re ready to get started and put what you’ve learned about conversational marketing into practice, make sure to make demo request to know more about our products!