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It’s Time for a Conversation…About Conversations

It’s Time for a Conversation…About Conversations

As the year draws to a close, there’s been the usual avalanche of stories focused on must-know digital marketing trends. Most of these stories are all agreed on one point: conversational experiences are going to be more important than ever.

What are conversational experiences?

Conversation experiences is a fancy way to say people are connecting with their favorite brands, retailers, or other businesses using messaging apps. These apps can include Facebook Messenger, WhatsApp, WeChat and more when you’re talking about an older target market; Snapchat, Kik and Yik Yak skew toward a younger audience.

Billions of people are using messaging apps on a daily basis. It seems absolutely natural to a customer to use a messaging app to ask a business what time they’re open, whether a particular item is in stock, what are the terms of the latest sale or promotion, to place special orders, to handle complaints and more. Addressing each of these inquiries can rapidly overwhelm an organization. That’s why chatbots, which are automated programs which can understand and answer routine questions, have been created. There’s only one problem: chatbots aren’t human, and they can’t communicate in the authentic, spontaneous method most human shoppers prefer.

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In the year to come, expect to see more and more of your customer service inquiries happening via a messaging app or apps. Each business owner will have to decide when and how to deploy chatbots. In the quest to offer a more human, conversational experience, expect to see customization options that allow you to choose the language used by the chatbots to answer questions. The vocabulary that would be appropriate to a fine jewelry retailer can be very different than that used by a hvac supply store – and that’s okay!

Strive to provide an online experience that mirrors what your customers can expect when they’re dealing with you in person. That alignment is especially important to Millennial shoppers, who prize authenticity above almost every other quality when selecting brands to do business with. If you need help making this happen, or you’re not exactly sure how to make use of messaging apps as a customer service channel, get in touch. We can help you make this happen, so you’re perfectly on trend for 2017!

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Creative Director/Senior Designer

Tom DiGrazia

With over a decade and a half of professional design experience, Tom brings his knowledge of design principles and focus on user experience to every aspect of his contribution to TTG. Paying special attention to each client’s brand, personalized needs and individual interests, he strives to create compelling concepts utilizing intuitive and highly-refined design solutions. In addition to traditional and digital design work and oversight at TTG, Tom also boasts a wide portfolio of web development projects with the company, allowing him to stretch his CSS and HTML skills across multiple platforms and disciplines. He feels that being a designer in the digital landscape of websites, eCommerce solutions, email marketing platforms and social media, it is important to understand the code that goes into these areas as it assists his ability to tailor designs specifically targeted to achieve the best end result and further builds understanding and communication with backend development teams.

In his off hours, Tom is an avid pop culture enthusiast, staying up to date on the latest shows, films, comics and games. He can also typically be found taking part in a whole host of artistic activities that help him further stretch his creative legs. Regardless of the activity, Tom is always accompanied by his dog, Eli, and his cat, Tib.

Specialties:
Design, Photography, Illustration, Digital Imagery Manipulation, Wesbite Development

Platforms/Tools:
Photoshop, Illustrator, InDesign, Lightroom, HTML/CSS, Wordpress

Analyst/Strategist

Courtney Dumont

As Senior Marketing Strategist & Analyst at Technology Therapy Group, Courtney is energized by the ability to flex both her left and right brain daily. Courtney discovered her passion for Marketing at Bryant University, where she spearheaded research on students’ perceptions of Social Media Marketing for her Honors Capstone Project. After graduating Bryant in 2012, she joined the Technology Therapy team, where she’s honed her skills in social media, search and social advertising, email marketing, SEO, and more.

Since joining the team, Courtney has created digital marketing strategies and managed campaigns for clients across the country, ranging from plastic surgery centers, to jewelry stores, to construction companies. With a cohesive, cross-channel approach and a focus on data-driven decision making, she has increased their leads by up to 217%. But Courtney doesn’t leave her zeal for social media at the office; she also runs a local foodie Instagram account with her husband to document their meals across Rhode Island and beyond. Check them out: @hoppilyfed.

Specialties:
Marketing Strategy, Data Analysis, Google Ads, Facebook Ads, Social Media

Platforms/Tools:
Google Analytics, Google Ads, Facebook Ads, Facebook Creator Studio, Instagram, Klaviyo, Mailchimp, Emma Mail, Google Data Studio, WordPress, YouTube, LinkedIn, Facebook, Microsoft Office