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Mastering the Art of Conversation with Business Messaging

6 min read

The rules of customer engagement have changed.  

Businesses must adapt or risk being left behind. Enter the conversational enterprise – a business that leverages the power of messaging to connect with customers on a deeper level.  

Conversational businesses can cut through the noise and forge lasting relationships with their customers by providing personalized, timely, and relevant interactions. But how can your business make the transition?

Becoming a conversational enterprise requires a fundamental shift in mindset, strategy, and technology. In this article, we will explore the key steps businesses must take to embrace the conversational revolution and thrive in the attention economy.

Understanding Your Customers' Needs

To become a conversational enterprise, businesses must first develop a deep understanding of their customers' needs and preferences. In today's fast-paced digital world, customers increasingly prefer to learn about products and services through messaging platforms. The immediacy and convenience of messaging allow customers to engage with businesses on their terms, at their own pace.  

By leveraging conversational messaging, businesses can provide customers with the information they need, when they need it, in a format that feels natural and intuitive. In fact, by communicating with consumers in their preferred way, businesses can significantly boost customer satisfaction and drive purchases, with 75% of consumers rewarding such efforts and 34% making a purchase as a direct result.

By engaging customers in real-time, personalized conversations, businesses can quickly resolve issues, answer questions, and provide support, ultimately leading to higher levels of customer satisfaction and loyalty.

Personalization in Messaging

In the era of conversational commerce, personalization is key to engaging customers and fostering long-term relationships. By tailoring messages to individual customers' preferences, interests, and behaviors, businesses can demonstrate that they value each customer as a unique individual, not just another transaction.

Personalized messaging can take many forms, from addressing customers by name to suggesting products based on their previous purchases or browsing history. For example, a fashion retailer might send a customer a message showcasing a new collection from their favorite designer, while a fitness studio could offer a personalized workout plan based on the customer's goals and experience level.  

By leveraging data and insights gathered through conversational interactions, businesses can create highly targeted, relevant offers that resonate with customers on a personal level. HubSpot notes that personalized CTAs demonstrate a remarkable 202% better conversion rate than default or standard CTAs.

Proactive Conversations

To truly embrace the conversational model, businesses must shift from a reactive to a proactive approach to customer engagement. By initiating conversations and reaching out to customers with relevant information, businesses can stay top of mind and build stronger relationships over time. 68% of customers want to be contacted proactively by companies for customer service issues.

Proactive conversations can take many forms, from sending personalized product recommendations to sharing news and updates about the company or industry. The key is to provide value to the customer in every interaction, whether by solving a problem, answering a question, or simply offering a timely reminder.  

Automated systems do not require breaks or downtime, which means they can provide round-the-clock service. According to IBM, businesses using messaging automation can expect to handle customer requests 24/7 with a 99.5% uptime.

However, businesses must also respect customers' preferences and privacy. Opt-in and easy opt-out options are essential to building trust and ensuring that customers feel in control of their communication with the business. By giving customers the power to choose when and how they engage, businesses can foster a sense of transparency and respect that is essential to long-term success in the conversational economy.

Timely and Relevant Messaging

In the age of instant gratification, customers expect fast, responsive communication from the businesses they interact with. Whether they are asking a question, reporting an issue, or simply sharing feedback, customers want to feel heard and valued, and they want their needs addressed promptly. 89% of customers rate an "immediate" response as important when they have a customer service question.

To meet these expectations, businesses must learn their customers' preferences for communication frequency and style. Some customers may prefer frequent, short check-ins, while others may prefer longer, more in-depth conversations spaced further apart. The asynchronous nature of messaging can be both a challenge and an opportunity in this regard, allowing businesses to respond to customers on their own time while also requiring careful management to ensure timely responses.

Scaling Outreach with Automation

As the market for mobile messaging apps continues to grow, businesses must adapt to meet the evolving expectations of their customers. With billions of users worldwide, messaging platforms represent a massive opportunity for businesses to connect with customers in new and innovative ways.

However, scaling conversational commerce can be a challenge, particularly for businesses with large customer bases or limited resources. This is where automation comes in. By leveraging automated messaging and chatbots, businesses can handle a high volume of customer interactions without sacrificing the personal touch that defines conversational commerce.

Automated workflows can be designed to handle a wide range of simple issues, from answering frequently asked questions to processing orders and tracking shipments. By automating these routine tasks, businesses can free up their human agents to focus on more complex, high-value interactions that require a personal touch.  

Gartner predicts that by 2025, customer service organizations that embed AI in their multichannel customer engagement platforms will elevate operational efficiency by 25%.

Moreover, automation has the potential to significantly reduce operational costs, allowing businesses to scale their conversational commerce efforts without breaking the bank. By combining the efficiency of automation with the empathy and intuition of human agents, businesses can create a seamless, personalized experience that meets customers' needs at every touchpoint. Research from Zendesk shows that businesses can expect 15-70% cost savings on AI-enabled channels.


At its core, becoming a conversational business is about being there for your customers when they need you most. Whether it is answering a question, resolving an issue, or simply providing a friendly ear, conversational commerce is about building relationships through authentic, personal interactions.

To succeed in this new paradigm, businesses must be prepared to provide quick, attentive responses to customer inquiries, regardless of the time or channel. This means creating a conversational environment that is welcoming, engaging, and responsive, with a focus on building long-term relationships rather than simply closing sales.

By investing in conversational commerce, businesses can tap into a powerful new source of customer engagement and loyalty. When customers feel heard, valued, and appreciated, they are more likely to become advocates for your brand, sharing their positive experiences with others and driving new business through word-of-mouth.

Ultimately, the conversational business bottom line is about creating a more human, empathetic approach to customer engagement – one that recognizes the unique needs and preferences of each individual and seeks to build lasting, meaningful connections over time.

As businesses strive to adapt to the conversational commerce model, partnering with Tanla Platforms Limited can significantly enhance their capabilities. With its robust CPaaS solutions, Tanla Platforms Limited facilitates the seamless integration of advanced communication technologies across multiple channels, ensuring that businesses can not only meet but exceed the evolving expectations of their customers.