Soft Data & Conversational Insights to Build Smarter Re-Engagement With Your Customers

Customer service has to be customer-centric. This proves the need for organizations to drive maximum focus on customers if they want to succeed in the longer run. If you want to retain your customers, a one-time engagement is not enough. Hence there arrives a need for re-engagement. And what can be a better tool than conversational AI to do so? Before we dive deep into the same let’s understand the concept of soft data.

What is Soft Data?

Soft data is a type of data that is typically difficult to quantify or measure in a unit. It is mainly subjective and hence leaves the scope for interpretation. As part of the strategic planning process, soft data is mainly used in competitive analysis, trend research, and market description.

Soft data plays a key role in strategic planning by providing subjective opinions about the business environment and predicting likely future developments, contributing to strategic early education, and promoting creativity in the strategy development phase.

What is Conversational AI?

Conversational Artificial intelligence is an integration of chatbots and other virtual agents. Consumers can interact with this type of AI and it’s as good as interacting with a human being. It is not just another chatbot it is a wider concept that involves active conversation and interpretation.

An image showing the different demographics of a customer/user profile/persona.

What is a Unified Customer Profile View?

To be precise it is a comprehensive view of customer data. It automatically stores basic customer details such as location, payment history, contact number, and several profile details along with chat history, past purchases. In a way everything about customers since they first started interacting with your business.

Convert auto stores this soft data for future use. It is all about getting soft data and understanding the buying pattern and tendencies of customers. It helps you pull the pieces of the jigsaw puzzle you were aiming to complete. A smart way of doing business, isn’t it?

How can Conversational AI Help in Building Unified Customer Profiles & Re-Engaging with Existing Customers & Why is it Important?

Conversational AI helps you with the basic details of customers and makes it convenient for you to build a profile on that basis. Facilitating meaningful interactions. In the nick of time, the data keeps building up which ensures brilliant re-engagement as you already have the data related to customer needs. This further adds up to the overall customer experience.

A comprehensive customer profile equips businesses to create more engaging customer experiences, run relevant and targeted outreach campaigns and improve customer satisfaction. The five biggest benefits your businesses can see are:

  • Rapid response delivery
  • Customized experience
  • Enhancing cross-department communication
  • Relevant outreach campaigns.

We have elaborated on these factors for you.

1. Rapid Response Delivery:

When you have the customer data handy it becomes easier to provide a spontaneous and quick response. The quicker you are the better the deal strikes. When it comes to re-engagement the insights can be a good way to connect with the customer. A comprehensive set of insights ultimately boosts sales.

2. Customized Experience:

Who doesn’t like things personalized? Salesforce Research showed that 63% of consumers expect B2C businesses to know their needs and expectations. For B2B, this number is 76%. According to another report (Accenture), 91% of customers are more likely to shop with brands that offer them relevant recommendations.

The soft data and insights provided by convert make it easier to provide customers with a customized experience. When the customers get personal recommendations they are more likely to stick to your brand.

3. Enhancing Cross-Department Communication:

Communication is the key they say, but when it is done manually there is a risk of some details getting lost due to human error, but when you have the insights with you the communication cycle operates smoothly. A unified customer profile aligns sales, marketing, and support teams, across channels. When you are well informed there is less chance of error and more possibility of growth. The insights can be useful in cross-selling and upselling.

4. Relevant Outreach Campaigns:

An outreach campaign is a method of identifying the influencers of your target market, contacting them, and encouraging them to promote your brand, services, or product. With the insights and soft data offered by conversational AI, you can fetch a particular targeted group and offer them a personalized experience outreach campaigns are equally effective for new and existing customers.

With responses to varied questions by customers, your company can retain them with ease as you are already aware of their purchasing behavior. A strategic outreach campaign is crucial to attract customers and retain the existing ones.

Concluding Thoughts:

Everybody is cleverly doing the business but you can be unique and do your business more smartly, here conversational AI can be a guiding light. It not only ensures 24/7 engagement with customers but also collects the data that will further improve your sales.

We cannot underestimate the power of soft data and insights provided by convert as it opens the doors for reengagement. With tools like these by your hand, you can rise and shine in today’s competitive market. It will surely enhance the experience of your customers, facilitating B2C efficiently. Schedule a personalized demo with our experts, to know more.

Comments

Leave a Reply

Your email address will not be published. Required fields are marked *