As we count down to 2024, now is the time to focus on devising business plans and finalising budgets for the upcoming year. What are the trends that you should keep an eye on? This article may provide you with some inspiration and insights.
Conversational marketing with Generative AI
Generative Artificial Intelligence (Generative AI) has reshaped our business world in 2023, prompting various industries to eagerly embrace AI implementation to enhance efficiency, productivity, and customer satisfaction. For B2C businesses handling massive customer enquiries from messaging channels every day, AI-powered chatbots can provide real-time customer support, improving operational efficiency and reducing customer waiting time.
‘Omni AI’, the virtual assistant integrated with ChatGPT recently introduced by Omnichat, is designed to deliver automated customer support, marketing and sales service for businesses. Handling customers’ enquiries, recommending products, creating diverse content as well as facilitating marketing campaign planning, the AI-driven solution empowers brands to provide instant and personalised responses, increasing customer satisfaction and, consequently, conversions.
Personalisation based on data and analytics
Personalisation has become a prominent buzzword among marketers, driven by the fact that 71% of customers expect to receive individualised service and experience, according to McKinsey research. As a result, more and more businesses are shifting their focus towards adopting a customer-centric approach that emphasises personalisation, along with increasing customer lifetime value.
From understanding customer tastes and preferences, recommending relevant products, offering personalised promotions and following up with the last purchase, the implementation of personalisation is associated with the customer data. Businesses collect extensive customer data from multiple social touchpoints, however, building a comprehensive customer database for in-depth analysis and remarketing purposes poses a significant challenge for them.
Omnichat’s omnichannel Social Customer Data Platform (Social CDP) supports businesses to create a centralised social customer database by combining customers’ multiple social identities into a unique profile and segmenting customers with tagging, to deliver automated customer journeys. Customers can receive customised messages based on their behaviours and preferences, such as first visit, second purchase, and favourite items.
Turn conversations into conversions. Omnichat enables 1-on-1 customer-sales binding through WhatsApp, so salespeople can engage in personalised conversations, understand customer needs, and even facilitate direct order placement on the platform. This convenient approach allows salespeople can ensure a tailored and efficient shopping experience by leveraging conversational data.
To enhance personalisation further, businesses can implement strategies that utilise customer data, including broadcast messages and abandoned cart recovery. Targeted marketing messages that resonate with each customer can be delivered to create a sense of exclusivity and importance.
Social commerce
Social commerce means utilising social networks to promote and sell products and services, which allows customers to browse and buy products without leaving the app. The use of social media as a search engine has become commonplace, with 78% of online users stating that they use social media platforms to look for information about brands, as reported by GWI. Increasing online presence on social platforms, therefore, is much more important than ever.
Omnichat empowers brands to use no-code chatbots and keyword triggers for Facebook and Instagram post comment auto-reply, which allows for real-time delivery of promotional messages and product referral links, ultimately increasing engagements and boosting revenue through marketing automation.
With 76% of social media users reportedly making purchases on products they come across in social media posts, as stated by Retail Touchpoints, developing a winning social commerce strategy has become increasingly crucial to reach new revenue heights.
By integrating product catalogs and payments into WhatsApp through Omnichat, customers can effortlessly browse products and place orders all within the WhatsApp platform. The seamless shopping experience captures valuable business opportunities by meeting customers where they are.
Join us to unlock the full potential of chat commerce! Together, let’s refine your strategies and seize the opportunities to scale up your business in the year ahead.
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