Skip to content

Conversational Marketing Best Practices

Conversational marketing refers to a marketing approach that focuses on engaging and interacting with customers in real-time conversations, typically through messaging platforms or chatbots. The goal is to create a more personalized and interactive experience, allowing businesses to build relationships, understand customer needs, and drive conversions. Here are some best practices for conversational marketing and messaging:



Tailor your messages and interactions to each individual customer. Use their name, refer to their previous interactions or purchases, and provide relevant recommendations based on their preferences. With Qualifico, you could also tailor the experience based on the landing page context, using url parameters or visit properties.


Prompt and timely responses

Aim to respond to customer messages as quickly as possible. Prompt replies demonstrate attentiveness and show customers that their inquiries are valued. If automated responses are used, ensure they are informative and helpful.


Natural language and tone

Adopt a conversational tone in your messages to make customers feel more at ease. Use language that aligns with your brand voice and avoid sounding robotic or overly formal. Here are few useful examples:

  • Formal tone: "Good morning! Thank you for reaching out to us. How may I assist you today?"
  • Conversational tone: "Hey there! Thanks for getting in touch. How can I help you out?"
  • Friendly and empathetic tone: "Hi! I understand that dealing with this issue can be frustrating. Don't worry, I'm here to help you. Let's find a solution together!"
  • Informal and engaging tone: "Yo! What's up? Need any assistance? Just give me a shout, and I'll be on it!"
  • Playful tone: "Hello, fellow adventurer! Ready to embark on a quest for answers? Let's dive into your questions!"

Remember to adapt the tone based on your brand identity and the preferences of your target audience. The examples above are just starting points, and you can further refine the language and tone to align with your specific brand voice.


Clear and concise communication

Keep your messages concise and easy to understand. Avoid using jargon or complex terminology that might confuse customers. If necessary, provide additional explanations or examples to clarify any points.


Proactive engagement

Don't wait for customers to initiate conversations. Use Qualifico’s proactive messaging to reach out and offer assistance, suggest relevant products, or provide updates on promotions. However, be mindful of not being too intrusive or spammy. Here are some examples of proactive engagement:

  • Personalized recommendations: "Hi there! Based on your previous purchases, we thought you might be interested in these new arrivals. Check them out!"
  • Follow-up on abandoned cart: "Hey, we noticed you left some items in your cart. Is there anything we can do to help you complete your purchase or answer any questions you may have?"
  • Exclusive offers or promotions: "Hi! As a valued customer, we wanted to let you know about our upcoming flash sale. You'll get early access and an exclusive discount. Keep an eye out for the details!"
  • Proactive assistance: "Hello! Just wanted to see if you need any help with navigating our website or finding the right product. Feel free to ask any questions you may have!"
  • Seasonal greetings: "Happy holidays! Wishing you a joyful season filled with love and warmth. Let us know if there's anything we can do to make your celebrations even better!"
  • Product education: "Hello! Did you know our latest product can help you save time and effort? Here's a quick guide on how to maximize its features. Let us know if you have any questions!"

The key is to offer valuable and relevant information or assistance while respecting the customer's preferences. It's important not to overwhelm customers with excessive messages or irrelevant content. Regularly assess the effectiveness of your proactive engagement strategies to ensure they are well-received by your customers.


A/B testing and optimization

Continuously monitor and analyze the performance of your conversational marketing efforts. Conduct A/B testing to compare different messaging approaches and refine your strategies based on the results. You could use the Qualifico Interaction feature to create multiple scenarios to test in different times and dates and compare the results.


Feedback and continuous improvement

Encourage customers to provide feedback on their conversational experiences. Use this feedback to identify areas for improvement and make adjustments accordingly.


Remember, the key to successful conversational marketing is to provide value, build trust, and create meaningful connections with your customers through personalized and engaging interactions.