Empower brand engagement: use the power of conversation management for lasting customer relationships

Conversation management by iO

iO_Rotterdam

Conversation management is at the heart of customer interaction, where brands engage with both existing and potential customers across various channels such as social media, live chat, and messaging apps. Whether it's webcare, community management, or social listening, it offers opportunities for valuable interactions throughout the entire customer journey. From the presales phase to aftercare, every touchpoint is a chance to build customer loyalty and enhance brand value.

To leverage conversation management effectively, it's essential to focus on:

  • Actively listening to customer needs and feedback.

  • Responding quickly and efficiently to inquiries and comments.

  • Creating a positive and engaged community around the brand.

  • Utilising personalised communication to strengthen customer relationships.

  • Monitoring trends and sentiments to proactively respond.

  • Continuously optimising processes and strategies for an improved customer experience.

On this page

The most important reasons to get started with conversation management

89%

of consumers think a quick response to a first request is important.

46%

switch to a different provider after a negative social care experience.

67%

view live chat or social media as customer service

Clients that benefit from our expertise:

woman with phone

Organisations that choose conversation management at iO will get:

  • a direct, digital link with their customer and efficient customer contact;

  • a constant presence: 365 days a year (including holidays and weekends) from 08:00 to 22:00. If necessary even 24/7;

  • renewed opportunities for customer service;

  • a promised reaction time of 60 minutes, in practice usually 28 minutes on average;

  • help for their social care team at busy times;

  • more insight into the wishes and expectations of their community;

  • an improved online sentiment around their brand;

Our experts have helped several brands with their conversation management and social media needs – we’ll happily tell you about it in our cases.

Discover our expertise in conversation management

Our conversation team connects brands to consumers every day. They use a wide range of tools to do so:

WhatsApp Business

WhatsApp Business

Social

Social

Siri

Siri

Paragone

Paragone

OBI4wan

OBI4wan

Kontentino

Kontentino

Google Home

Google Home

Google Assistent

Google Assistent

AmazonAlexa

Amazon Alexa

Got questions about conversation management? Let us know.

iO Amsterdam

Want to discover how we can help you with your social media and webcare?

Map obstacles of your messengers - request your quick scan now and get insight into your webcare performance.

Get your free quickscan!
Webinar: Conversation management
  • Why web care and conversation management are so important;

  • How you can collect valuable data with web care;

  • How we make web care affordable at iO using a pool system;

  • The first steps to a web care unit that truly works for you.

Conversation management is not only important, it's indispensable in today's digital world. At every stage of the customer journey, your customers of today and tomorrow are looking for accurate information or answers to their questions — and they want them as quickly as possible.

woman with phone

Want to follow an event, webinar or training?

Our experts regularly give free sessions on this topic. Don't miss out.
Look at our events calendar
Subscribe to our newsletter and get informed about future events, webinars, and training courses.
Keep me informed
Information Security ISOIEC27001
iO is 27001 certified

We use this international standard to help us deal with information security in a structured way. Availability, integrity, and confidentiality are central to how we work. The ISO 27001 certificate underlines this commitment.

Read more about iO & ISO27001
Related articles
Wordpress event Herentals iO

Great to meet you, we are iO

iO is a ‘blended agency’, actively tearing down the walls between the agency, technology and consulting worlds. This asks for a new breed of partnership. That’s why we help you to sustainably shape and improve your total brand experience, along the end-to-end journey. We blend talents in strategy, creativity, content, marketing, technology and data. That’s how we unlock the power of collaborative intelligence.
Find out more about us

Want to talk about your project?

We're excited to see how we can help you.