Artificial intelligence (AI) is a technology that enables machines to learn, reason, and interact with humans and other systems. One of the most promising applications of AI is conversational functionality, which consists of creating virtual agents capable of communicating through natural language, whether text or voice.
Conversational AI can be used for a variety of purposes, such as customer service, education, entertainment, health, etc.. However, one of its most relevant uses in the business world is to optimize the sales journey.
The sales journey is the process a potential customer goes through from their first contact with a brand to the decision to purchase a product or service. This journey can be divided into four main stages: attraction, consideration, decision and loyalty.
At each of these stages, conversational AI can play an important role, both in making life easier for customers and in increasing the company's chances of conversion and retention. Check it out:
Attraction
The attraction stage is when the customer isn't yet familiar with the brand or product, but has a problem or need that needs solving. At this point, conversational AI can help capture the customer's attention by offering relevant, personalized, and interactive content.
For example, the Conversational AI can create ads, posts, emails, videos, podcasts, etc.., which adapt to the customer's profile, behavior, and preferences, using segmentation techniques, text and voice generation, and sentiment analysis. Conversational AI can also respond to customer questions and comments, creating a natural and engaging dialogue.
Consideration
The consideration stage is when the customer is already aware of the brand or product but is still evaluating the available options on the market. At this stage, conversational AI can help educate the customer by providing detailed, comparative, and compelling information about the product or service.
For example, Conversational AI can create pages, blogs, webinars, e-books, infographics, etc., that explain the features, benefits, differences, and success stories of the product or service, using text extraction, summarization, and rewriting techniques.Conversational AI can also answer customer questions and objections, creating a persuasive and credible argument.
Decision
The decision stage is when the customer is ready to purchase the product or service but still needs an incentive or facilitation to close the deal. At this point, conversational AI can help motivate the customer by offering offers, discounts, freebies, guarantees, etc., that fit their budget, deadline, and expectations.
For example, the Conversational AI can create messages, notifications, pop-ups, banners, etc., that showcase benefits, conditions, testimonials, and feedback from other customers, using recommendation, personalization, and mental trigger techniques. Conversational AI can also respond to customer questions and requests, creating a simple, fast, and secure purchasing process.
Loyalty
The loyalty stage is when the customer has already purchased the product or service but still needs follow-up, support, or encouragement to remain a loyal and satisfied customer. At this stage, conversational AI can help delight the customer by offering efficient, proactive, and friendly after-sales service, customer service, and feedback.
For example, the Conversational AI can create emails, SMS messages, calls, etc., that thank, congratulate, remind, guide, and evaluate customers, using text and voice generation techniques and emotion analysis. Conversational AI can also respond to customer complaints, suggestions, and compliments, creating a relationship of trust, respect, and value.
Strategies to track each stage of the customer's purchasing journey
To ensure your brand is present at every stage of the customer's purchasing journey, consider the following:
Top of the Funnel
At this attraction stage, expand brand awareness through blog posts and social media content.
Funnel Medium
At the point of recognition and consideration, offer free trials or other opportunities to reach your potential customers.
Bottom of the Funnel
During the decision stage, take advantage of customer contact information to send emails with promotions and benefits.
How can Matrix Go help you be present in the customer's purchasing journey?
Now that you understand all the stages of the customer's buying journey and the importance of being present at each of them, let's explore how Matrix Go can be your ally in this process:
Detailed Record: The Chatbots & AI digital communication platform allows you to record all customer interactions, from the first contact to the sale, creating a detailed and organized history.
Custom Segmentation: Based on the stored data, it's possible to segment customers according to their interests and needs. This enables personalized communications and offers.
Intelligent Automation: Chatbots and AI can automate repetitive tasks, such as sending emails, follow-ups, and follow-up reminders. This saves time and ensures no customer is forgotten.
Strategic Analysis: Full access to your conversations and key service data: service time, abandonment, volume, etc. This helps you make informed decisions.
Specialized support: It has the consultancy of a team of experts in conversational intelligence from Matrix Go.
If you want to transform your customer service with Conversational AI, contact a Matrix Consultant and start your digital transformation journey today!
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