Conversational marketing is a customer-centric approach that leverages real-time, personalized interactions between companies and customers and mimics human dialogue for the vendor at scale. These technologies employ AI chatbots and automation to design session-based, cross-channel exchanges in the form of natural language dialogue, using a blend of text and audio. Unlike traditional marketing methods that often rely on one-way communication, conversational marketing employs session-based two-way dialogues which foster meaningful relationships and enhance the customer journey and experience. Conversations occur across various channels — primarily live chat, SMS, email and voice. Integrations across the revenue tech stack facilitate personalized interactions. Conversational marketing strategy is used by digital marketers as well as sales and customer service teams to improve engagement, increase conversion and increase seller capacity.
Online reputation management software allows brands to improve their online reputation by monitoring and managing brand discussions across multiple media channels. The software automatically tracks all the comments, mentions, and reviews shared by users and notifies brands about them, whether it is negative or positive. It then quickly responds to user grievances and resolves them before it damages the brand's reputation while encouraging positive mentions. In addition, it sets up email and advertising campaigns to automatically notify users to share their positive experiences with the brand on different review websites. The analytics tool presents the key stakeholders with insights about the entire brand's online reputation in easy-to-understand reports. The software is typically used in industries such as retail, hospitality, and eCommerce.