Businesses often focus on acquisitions, clicks and conversions, overlooking the importance of moments between these stages. These critical moments can either strengthen or weaken customer relationships, depending on how they are handled.

For instance, a customer intrigued by a promotional offer, proceeds to enquire more information about the service. If they encounter delayed responses or are forced to navigate between multiple channels, automated options and repetitive processes, their excitement quickly turns to frustration. This frustration can drive them away, in favor of a competitor offering a more seamless experience. This scenario underscores a disconnect between what businesses expect and what customers are actually seeking. A 2020 Business Messaging Research Study found that more than half of adults (54%) say they find traditional forms of communication with businesses to be frustrating, while almost 72% of the adults believe that waiting to speak with someone at a business is a waste of their time. The demand for instant, accessible communication is growing, with 61% of customers wanting the ability to text a business back. Conversational messaging has emerged as a powerful solution to cater to these expectations, providing instant, personalized communication that strengthens emotional connections between customers and brands.

Engaging with customers between and beyond purchases can enhance their loyalty to the brand, as 80% of customers consider the experience provided by a business as important as the product or service itself. A PWC report shows that a bad experience can drive customers away, with 1 in 3 leaving a brand after a negative interaction and 92% completely abandoning a business after 2 or 3 bad experiences. According to a survey , 88% of business leaders worldwide acknowledge that customer engagement significantly impacts their bottom line, and 92% consider effective customer engagement to be extremely crucial for their organization's success. However only 9% believe their current engagement is excellent. Additionally, less than half are investing in new or improved customer engagement strategies, and only 40% claim to be effectively utilizing data to deliver personalized messages to customers through the appropriate channels.

By adopting conversational messaging businesses can provide prompt service, thereby increasing customer satisfaction and reducing the likelihood of losing the customers to your competitors.

In this blog, we will dive into exploring more on conversational messaging. Keep reading till the end of the blog to know what conversational messaging is all about and how it bridges the gaps in communication and meets the needs and increasing expectations of the customers.

From the traditional forms of communication that involved face-to-face interactions to this digital era of emails and social media, the way businesses communicate with customers has undergone a tremendous shift. With effective communication being the cornerstone of every successful business operation, businesses are on a constant surge to adapt to the evolving customer expectations and advancements in technology. Telephones revolutionized business enabling real-time communication. In continuation with this revolution, communication has been further accelerated and digitized with the rise of the internet and the advent of emails. The latest shift is now towards instant messaging and social media opening the door to conversational messaging.