Brands use Conversational Marketing to interact with their customers through dialogue disguised as a human, but that is most often chatbots and AI. Email, telephone, websites, apps, and social media platforms are communication channels where organizations can use conversational marketing.

However, ask anyone who is up on the concept, and they will tell you, online chat, chatbots, and AI-supported customer service is the way of the future. Using chatbots saves businesses money and time, plus customers report higher satisfaction from customer service departments and more enjoyable buying experiences.

DRIFT is credited with coining the term conversational marketing and the subsequent definition, “a one-to-one approach to marketing that companies use to shorten their sales cycle, learn about their customers, and create a more human buying experience.” Oddly, with current conversational marketing trends, the intention is to remove human involvement from the process completely.