Unlocking the Potential of Conversational Messaging for Your Business

Unlocking the Potential of Conversational Messaging for Your Business

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In today’s fast-paced world, businesses are always looking for new and innovative ways to connect with their customers. One of the most promising communication channels is conversational messaging, which allows businesses to interact with their customers in real-time through messaging apps like Facebook Messenger, WhatsApp, and WeChat.

We’ve discussed in this space how chatbots make life easier, but it remains astonishing just how good the AI is getting. We discussed the art of conversational messaging over at BOSS Magazine with Gupshup co-founder and CEO Beerud Sheth. You can read the full story here, but what really stood out is just how many customer touchpoints conversational messaging can help with.

If you haven’t yet considered the potential of conversational messaging for your business, now is the time to do so. In this article, we’ll explore how conversational messaging can help you connect with your customers, build brand loyalty, and drive revenue growth.

What is Conversational Messaging?

Customer service and support live chat with chatbot and automatic messages or human servant

Conversational messaging is a form of messaging that allows businesses to communicate with their customers in real-time, using messaging apps like Facebook Messenger, WhatsApp, and WeChat. It enables businesses to provide personalized, one-on-one interactions with their customers, similar to a face-to-face conversation.

Why Use Conversational Messaging?

  1. Personalized Communication

Conversational messaging allows businesses to provide personalized communication to their customers. This is because it allows businesses to engage in one-on-one conversations with their customers, which enables them to understand their needs and preferences better. With this information, businesses can tailor their messaging to provide relevant information and personalized recommendations, which can lead to increased customer satisfaction and loyalty.

  1. Improved Customer Experience

Conversational messaging offers an improved customer experience compared to traditional communication channels like email and phone. Customers can interact with businesses in real-time, and businesses can respond quickly to their queries and concerns. This can help to increase customer satisfaction and loyalty, as customers feel that their needs are being addressed promptly.

  1. Increased Efficiency

Conversational messaging can also help businesses to increase efficiency by automating certain tasks. For example, businesses can use chatbots to answer common queries and provide basic information, freeing up their employees to focus on more complex tasks.

  1. Cost-effective

Conversational messaging is also cost-effective compared to other communication channels like phone and email. It allows businesses to handle a higher volume of queries and concerns with fewer employees, reducing labor costs.

How to Use Conversational Messaging for Your Business

  1. Choose the Right Platform

The first step in using conversational messaging for your business is to choose the right platform. There are many messaging apps available, so it’s essential to choose one that aligns with your business’s goals and target audience. For example, if your target audience is primarily located in China, you may want to consider using WeChat.

  1. Develop a Strategy

Once you’ve chosen a platform, the next step is to develop a strategy. You need to determine how you’ll use conversational messaging to achieve your business goals. For example, you may want to use it to provide customer support or to offer personalized product recommendations.

  1. Create Engaging Content

To get the most out of conversational messaging, it’s essential to create engaging content. This includes crafting personalized messages, developing chatbots that can provide relevant information and recommendations, and using rich media like images and videos to make your messaging more engaging.

  1. Track and Analyze Metrics

Finally, it’s essential to track and analyze metrics to determine the effectiveness of your conversational messaging strategy. This includes monitoring response times, customer satisfaction, and revenue generated through conversational messaging.


Conversational messaging offers businesses a new and innovative way to connect with their customers. By providing personalized, one-on-one interactions in real-time, businesses can improve customer satisfaction and loyalty, increase efficiency, and drive revenue growth. To get the most out of conversational messaging, businesses need to choose the right platform, develop a strategy, create engaging content, and track and analyze metrics continually.

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