Boost Customer Engagement with Conversational Flows
Table of Contents
- Introduction to Conversational Flows
- Benefits of Conversational Flows
- Getting Started with Conversational Flows
- Creating a New Flow
- Selecting Triggers
- Configuring Automatic Text Message Responses
- Adding Images and GIFs to Messages
- Using order confirmation SMS as a Conversational Starter
- Configuring Message Replies
- Setting up Keyword Reply Options
- Customizing Message Sequences
- Adding Discounts and Promo Codes
- Expanding Conversations with Multiple Actions
- Triggering Actions based on Subscribers' Responses
- Inviting Subscribers to Trigger More Replies
- Handling No Responses
- Configuring Normal Text Messages for No Replies
- Enhancing Customer Engagement with Conversational Flows
- Understanding Your Audience through Conversational Analytics
- Tailoring Offers Based on Customer Preferences
- Conclusion
Introduction to Conversational Flows
Conversational Flows is one of the most innovative and engaging features of SMS Bump. It allows you to have personalized conversations with your customers, similar to a text messaging chatbot for your online store. By adopting conversational commerce into your marketing strategy, you can improve customer experiences, collect valuable feedback through surveys, and ultimately enhance your conversion rates.
Benefits of Conversational Flows
Conversational Flows offer several benefits for your business. Firstly, it allows you to provide a more personalized and interactive experience to your customers. By using automated text message responses, you can engage with your SMS subscribers in real-time. Additionally, Conversational Flows come with their own analytics, allowing you to track each individual conversation with a subscriber.
Getting Started with Conversational Flows
To start using Conversational Flows, you need to create a new flow in your SMS Bump dashboard. Begin by selecting a trigger, such as "order created," and then add actions to configure the automatic text message responses. You can provide keyword replies and even add images or GIFs to make your messages more interactive.
Creating a New Flow
To create a new flow, go to your SMS Bump dashboard and navigate to the flows section. Click on the "Add Flow" button to begin.
Selecting Triggers
Triggers are the events that initiate the Conversational Flow. For example, you can choose the trigger "order created" to start a conversation with a customer after they place an order.
Configuring Automatic Text Message Responses
Once you've selected a trigger, you can start configuring the automatic text message responses. You can provide up to three keyword replies in the text, and you can also include images or GIFs to make your messages more interactive. For example, you can use your order confirmation SMS as a conversational starter and follow up with an entire sequence of automated replies.
Adding Images and GIFs to Messages
To make your messages more engaging, you can add images and GIFs to your automatic message sequence. This turns your messages into interactive MMS and further enhances the conversational experience for your customers.
Configuring Message Replies
Conversational Flows allow you to set up keyword reply options to continue the conversation with your SMS subscribers. You can customize the first message of the sequence to introduce these options and prompt subscribers to reply with specific keywords.
Setting up Keyword Reply Options
You can provide multiple keyword reply options to your subscribers. For example, you can have options like "yes" and "no." Each keyword response can trigger a different scenario or sequence of messages.
Customizing Message Sequences
After setting up the keyword reply options, you can configure the message replies that will follow each possible keyword response. You can add new actions that will trigger after a subscriber replies with a specific keyword. This allows you to continue the conversation based on their interests and preferences.
Adding Discounts and Promo Codes
As an incentive for engaging in the conversation, you can offer discounts and promo codes to your subscribers. For example, if a subscriber replies with "yes," you can offer them a discount on their next purchase. You can easily set up the discount in the text message and provide the discount code for them to use.
Expanding Conversations with Multiple Actions
Conversational Flows enable you to expand the conversation with multiple actions triggered by your subscribers' responses. This provides endless opportunities to interact and engage with your customers.
Triggering Actions based on Subscribers' Responses
You can configure actions that will trigger based on your subscribers' responses. For example, you can ask subscribers if they're interested in a specific collection or if they want to browse items related to their recent purchase. This allows you to provide a personalized shopping experience and tailor your offers based on their preferences.
Inviting Subscribers to Trigger More Replies
To keep the conversation going, you can invite subscribers to reply with different keywords, which will trigger more sequences of replies. This can help you gather more insights about their interests and preferences, allowing you to further customize your offers and recommendations.
Handling No Responses
Not all subscribers may respond to your initial messages. In such cases, you can configure normal text messages to gently follow up or remind them about the conversation. Remember, it's essential not to push your subscribers too much to avoid overwhelming them.
Enhancing Customer Engagement with Conversational Flows
Conversational Flows greatly enhance customer engagement by providing a personalized and interactive experience. By utilizing this feature, you can build stronger relationships with your customers and improve their overall satisfaction with your brand.
Understanding Your Audience through Conversational Analytics
Conversational Flows come with built-in analytics that allow you to track each individual conversation with a subscriber. This provides valuable insights into your audience's preferences, interests, and behaviors, which can inform your future marketing strategies and campaigns.
Tailoring Offers Based on Customer Preferences
By collecting data through Conversational Flows, you can gain a deeper understanding of your customers' preferences. This enables you to tailor your offers and promotions to match their individual needs, increasing the likelihood of conversions and customer loyalty.
Conclusion
Conversational Flows in SMS Bump offer an innovative and engaging way to interact with your customers. By providing personalized conversational experiences and using automated replies, you can improve customer engagement, gather valuable feedback, and optimize your marketing strategies. Start using Conversational Flows today to enhance your customer relationships and boost your conversions.
Highlights:
- Engage with customers through personalized conversational experiences.
- Collect valuable feedback through automated surveys.
- Track individual conversations with built-in analytics.
- Create interactive MMS messages with images and GIFs.
- Offer discounts and promo codes to incentivize engagement.
- Tailor offers and promotions based on customer preferences.
FAQs:
Q: Can I use Conversational Flows outside of the supported countries?
A: Currently, Conversational Flows are available in the US, Canada, UK, Spain, France, and Australia. However, SMS Bump is continuously expanding its coverage, so stay tuned for updates.
Q: Can I customize the keyword replies in Conversational Flows?
A: Yes, you can customize the keyword replies to fit your specific marketing goals and target audience. This allows you to create a more personalized conversational experience.
Q: How can Conversational Flows help me understand my audience better?
A: Conversational Flows come with built-in analytics that provide insights into individual conversations, helping you understand your audience's preferences, interests, and behaviors. This data can inform your marketing strategies and improve customer targeting.
Q: Can I use Conversational Flows to offer customer support?
A: While Conversational Flows primarily focus on marketing and engagement, you can set up automated replies to address common customer inquiries. However, for more complex support needs, it's recommended to have a dedicated customer support system in place.
Q: What are the advantages of using MMS messages in Conversational Flows?
A: MMS messages allow you to include images and GIFs, making the conversation more interactive and visually appealing. This can help capture and retain your customers' attention, increasing the effectiveness of your messaging.
