The Importance of Conversational Marketing in 2023: Insights from an Agency Owner

As an agency owner, I’ve seen the impact of conversational marketing on brands firsthand. In today’s fast-paced digital world, consumers expect personalized and engaging experiences from the brands they interact with. Conversational marketing is a powerful tool allowing brands to meet these expectations and build lasting customer relationships.

What is Conversational Marketing?

Conversational marketing is a marketing strategy that builds one-to-one customer relationships through personalized conversations. It involves using chatbots, messaging apps, and other tools to engage customers in real-time and provide them with relevant information and support.

Why is Conversational Marketing Important in 2023?

This year, conversational marketing will be more critical than ever before. With the rise of AI and automation, consumers are becoming more accustomed to personalized experiences. As a result, they expect brands to understand their needs and provide relevant information and support.

Conversational marketing allows brands to meet these expectations by providing personalized and engaging experiences. It also helps brands to build trust and loyalty with their customers by providing them with the support they need when and where they need it.

Tips for creating engaging and effective conversational marketing content

To make the most of conversational marketing, we recommend that you: 

  1. Personalize your messaging
    Personalization is key to engaging with customers in a meaningful way. Use customer data to tailor your messaging and provide relevant recommendations or support. For example, use their name.
  2. Be human
    Conversational marketing is all about building one-to-one relationships with customers. Use a friendly, conversational tone that reflects your brand’s personality.
  3. Provide value
    Customers expect brands to provide them with valuable information or support when they need it. Ensure your content adds value by answering their questions or solving their problems.
  4. Use visuals and multimedia
    Visuals and multimedia help break up text-heavy conversations and make them more engaging. Consider using images, videos, or GIFs to enhance the customer experience.
  5. Test, learn, and iterate
    Like any other marketing strategy, conversational marketing requires testing and optimization to be successful. Monitor your chatbot’s performance regularly, analyze customer feedback, and use these insights to improve your messaging over time.

By following these tips, you can create engaging and effective conversational marketing content that resonates with your audience and drives results for your business.

How to Measure the Success of a Conversational Marketing Campaign

Measuring the success of your conversational marketing campaign is crucial to understand its impact on your business. Here are some metrics you should consider tracking:

  1. Engagement rates
    Engagement rates measure how many people interacted with your chatbot or messaging app. This metric helps you understand how well your content resonates with your audience.
  2. Conversation completion rates
    Conversation completion rates measure how many people completed a conversation with your chatbot or messaging app. This metric helps you understand if your customers find value in their conversations with your brand.
  3. Conversion rates
    Conversion rates measure how many people took a desired action after interacting with your chatbot or messaging app. This metric helps you understand if your conversational marketing campaigns drive your business results.
  4. Customer satisfaction scores
    Customer satisfaction scores measure customers’ satisfaction with their interactions with your chatbot or messaging app. This metric helps you understand if customers find value in the support and recommendations provided by your chatbot.

By tracking these metrics, you can assess the effectiveness of your conversational marketing campaigns and adjust them accordingly to meet customer expectations and drive results for your business.

Businesses that Have Successfully Used Conversational Marketing to Drive Growth

Many businesses have successfully implemented conversational marketing strategies to drive growth and improve customer engagement. Here are three examples of companies that have seen significant results from using conversational marketing:

  1. Amtrak
    Amtrak, the US-based passenger rail service, implemented a chatbot on Facebook Messenger to help customers book train tickets and answer common travel-related questions. As a result, the chatbot reduced customer service response time by 25% and increased bookings through Messenger by over 800%.
  2. Drift
    Drift is a conversational marketing platform that helps businesses generate leads and communicate with customers in real time through chatbots and messaging apps. By implementing their own technology, Drift saw a 10x increase in sales pipeline within just six months.
  3. Unilever
    The global consumer goods company Unilever launched a Facebook Messenger bot for its Dove brand, which helped customers find products based on their needs and preferences. The bot provided personalized recommendations and increased engagement levels by over 60%.

These case studies show how businesses across various industries can leverage conversational marketing to achieve their goals, whether improving customer service or driving sales growth. By providing personalized experiences, brands can build long-lasting customer relationships and create meaningful interactions that drive business success.

The Future of Conversational Marketing: Trends to Watch 

As we look ahead to the future of conversational marketing, there are several trends on which marketers should keep an eye. These trends will shape how brands interact with customers and provide personalized experiences in the future.

  1. Voice-activated assistants
    Voice-activated assistants like Amazon’s Alexa and Google Home have become increasingly popular in recent years. As these devices become more prevalent, brands must optimize their conversational marketing strategies for voice search. This will require a shift from text-based content to audio-based content that is optimized for voice search.
  2. Artificial Intelligence
    Artificial intelligence (AI) is already playing a significant role in conversational marketing, but its impact will only grow in the coming years. With AI-powered chatbots becoming more sophisticated, brands can provide customers with even more personalized experiences. For example, chatbots can use machine learning algorithms to analyze customer data and provide tailored recommendations based on their past behavior.
  3. Augmented Reality
    Some brands are already using augmented reality (AR) to enhance the customer experience, but it has yet to be fully integrated into conversational marketing strategies. In the future, AR-powered chatbots could allow customers to try on clothes or see how furniture looks in their homes before making a purchase.
  4. Integration with Social Media Platforms
    Several brands have utilized social media platforms such as Facebook Messenger and WhatsApp as conduits for conversational marketing. As these platforms continue to grow in popularity, we can expect more brands to integrate their chatbots with social media platforms.
  5. Personalization at Scale
    Personalization has always been a key aspect of conversational marketing, but it has traditionally been challenging to scale personalization efforts beyond a certain point. With advancements in technology like AI and machine learning, however, brands are able to provide personalized experiences at scale.

By staying up-to-date with these trends and incorporating them into conversational marketing strategies, brands can provide customers with engaging and relevant experiences that build lasting relationships.


Conversational marketing is a powerful tool that can help brands to build lasting relationships with their customers. In 2023, it will be more important than ever before for brands to implement conversational marketing strategies to meet the expectations of their customers. By providing personalized and engaging experiences, brands can build customer trust and loyalty and drive long-term growth.Want to talk more about conversational marketing? Get in touch.