Creating Conversational Relationships With Thousands of Customers

Last Updated May 3rd, 2021

 

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The best conversation that you can have with a customer is one in which they don’t walk away without answers. That might sound obvious, but the path to arriving there requires you to know exactly how to balance bots and humans — and how to transition seamlessly between them. It sounds like a tall order … because it is.

Our guest on The Customer Experience Podcast, Ali Biggs, focuses on building conversational relationships, humanizing the brand, and leveraging data.

To navigate the nuance of how to create conversational relationships in a business context, it’s going to take using all the data at your disposal to work efficiently for the customer’s benefit. For example, a customer should never have to repeat information for a human that they already told a bot.

Ali is Senior Director of Product Marketing at Intercom, a conversational relationship platform (CRP). She believes that the best way to build a relationship is to be constantly in communication with your customers.

Her role in product marketing allows her to interact with the entire organization – product, marketing, sales, customer success, and beyond — to understand exactly what prospects and customers want and need.

Ali also talked with me about…

What customer experience (CX) encompasses
How to utilize bots to converse at volume
How to manage the handoff from bot to human
Where to position product marketing for greatest effect
What internal and external communication looks like for product marketers

 

Creating Conversational Relationships With Thousands of Customers

Enjoy Episode 135 of The Customer Experience Podcast on the go with your favorite podcast player …

Once you’re there, please take a few seconds to click and rate the show. That one extra click is very helpful!

We also embed the audio in each episode’s blog post, so you can hear – and even search – the entire conversation with Ali Biggs right here …

 

 

 

 

 

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Video Highlights: Creating Conversational Relationships With Thousands of Customers

Check out the top five video highlights from the discussion with Ali Biggs of Intercom

 

1. What CX Encompasses

 

 

2. Two Ways To Use Bots

 

 

3. Managing the Handoff from Bot to Human

 

 

4. The Central Role of Product Marketing

 

 

5. Product Marketing: Internal vs External Communication

 

 

Mentioned in This Episode:

Ali Biggs, Intercom, Intercomic, internal culture, office culture, team culture, workplace culture, conversational relationship platform

 

 

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Ethan Beute

Ethan Beute | About The Author

Chief Evangelist at BombBomb, co-author of Rehumanize Your Business, and host of The Customer Experience Podcast, Ethan collects and tells stories of clearer communication, human connection, and higher conversion with simple, personal videos. BA: University of Michigan. MBA: University of Colorado-Colorado Springs. Fresh air & clean water.

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