Empower brand engagement: use the power of conversation management for lasting customer relationships
Conversation management by iO
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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.
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:
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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:
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Amazon Alexa
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Google Assistent
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Google Home
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Kontentino
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OBI4wan
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Paragone
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Siri
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Social
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WhatsApp Business
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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!In what way can conversation management contribute to your brand?
Conversation management creates, nurtures, and strengthens the connection between brand and consumer. It delivers leads and not investing in it can cost you customers.
Gather data to enhance services and generate ideas
Customer interaction, including questions, complaints, compliments, and suggestions, offers valuable insights into audience needs and preferences. By managing conversations effectively, you gather data to enhance services and generate ideas for website and social media content. Monitoring both direct and indirect brand mentions helps gauge overall brand sentiment.
A constant presence leading to loyalty
Don’t play hard to get in conversation and community management. In conversation and community management, always be available for customers on social media channels, 24/7. Building trust and loyalty means being consistently present, fostering connections that turn customers into brand ambassadors.
Read more about community managementBeat the algorithm of your social media platforms
Engaging with followers on social media platforms like Facebook, Twitter, Instagram, and LinkedIn through active conversation management yields rewards. Algorithms prioritize interactive content from businesses, increasing visibility. By fostering engagement, companies can ensure their social content receives prominent display, enhancing their online presence.
Download our social media checklist
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.
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Nice to meet you, we are iO
Want to know more about conversation management?
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