Conversational marketing: a must-have for today’s practice

chatbots chat windowTotal Chatbots Limited describes the importance of conversational marketing and explains how Flori can help your practice win more business.

What is conversational marketing?

Conversational marketing is the number one method to start real-time conversations with buyers and customers. It is a new, powerful approach to doing business online.

Using conversational tools such as chatbots and live chat allow for one-to-one conversations with your website visitors. It provides instant engagement with your customers in real-time.

Today’s consumers are time precious, but information hungry. In this context, most communication now occurs over online messaging. This is because it is fast, easy and feels like a true conversation.

It is clear that the adoption of smart technologies and devices in everyday life is changing customers’ expectations about how they want to connect and engage with businesses. According to Salesforce, 83% of customers now expect immediate engagement and responses when they contact a business, up from 78% in 2019.

Why conversational marketing is crucial for your business

Offering your website visitors more ways to engage with your practice, as opposed to just phone or email, results in more conversations, and leads to more opportunities for sales.

A study by Harvard Business Review found that companies are now expected to respond within five minutes of initial contact from a customer, to have the best chance of qualifying a lead.

Wait any longer and your odds of qualifying the lead decrease by 400%. As a busy dental practice, this can pose a major challenge.

Marketers have already recognised that personalisation has a huge impact on the customer’s experience with a business. As a customer, you want a tailored, personal experience from start to finish.

Conversational tools such as our dental-specific chatbot, Flori, allow your practice to gain an insight into the person you are speaking with. It enables you to gather information transparently. You can then provide a service completely personalised to each customer.

This then allows you to monitor and gather important business data on customer needs. Incorporating an interactive approach to each customer allows your practice to develop and showcase personality throughout, elevating your conversions above those of the standard static enquiry form on your website.

Why should you use Flori and what can it do?

Flori is a fully customisable chatbot with optional live chat.

It can be fully branded in line with your practice website, with your own logos and colour scheme. Flori sits on your website and can integrate seamlessly into your Facebook Messenger page to capture and nurture high value treatment leads 24/7, across multiple channels. It can also integrate into Whatsapp!

Flori can:

  • Quickly and easily capture treatment enquiries and leads. Engage with your customers from the moment they visit your website or send you a message over Facebook or Whatsapp
  • Combine dental specific AI with live chat backup, ensuring no leads are ever missed
  • Engage with new prospects and provide instant customer support, whether you are open or closed
  • Answer queries on treatment requests for implants, veneers, Invisalign or general queries on things like opening hours
  • Provide ‘growth tools’ such as QR codes and Facebook growth tools to pro-actively increase inbound lead opportunities.

The identification of leads can be understood quickly and easily by asking similar questions which would be asked by phone, email or data capture forms, ensuring that the appropriate next steps can be taken.

Targeted messaging

In addition to being a reactive support tool, Flori has a feature called ‘Bot Pro-Active Messaging’. This allows the chatbot to deliver a message to the person browsing based on the area of the website they click on.

For example, imagine someone clicks on the ‘teeth whitening’ section on your  website. Flori can immediately deliver them a relevant, promotional message. For example: ‘Oh, I see you’re looking at teeth whitening! Did you know we are currently offering 20% off for the month of June?’.

By adding Flori, you are enabling customers to interact with your business in a much more casual manner with less pressure compared to speaking over the phone. This helps to increase both lead volume and conversions (and is a blessing for Gen-Z consumers, who don’t want to phone!).

According to Kayako, 43% of customers choose live chat as their preferred communication method. This is due to the immediacy it offers compared to other channels. The percentage of those who favour phone support stands at 32% and lastly, email support at 23%.

Around 79% of businesses agree that implementing a chat function increased customer loyalty, sales and revenue. Crucially from a commercial perspective Forrester Research noted that there was a 10% increase in average order value when reviewing sales from customers who engaged in chat before making a purchase, compared to those who did not.

The same study also uncovered that live chat led to a 48% increase in revenue per chat hour and a 40% conversion rate increase.

Chatbots the new ‘must-have’

It is clear from these studies that online chat provides strong commercial benefits to those that adopt it.

Today, chatbots and live chat are a ‘must-have’. Adoption rates for communication tools such as Flori are growing at pace.


There has never been a better time to take advantage of the power of conversational marketing to maximise your dental practices leads, revenue and customer experience.

If you would like to find out more about Flori or see a demo, email us at [email protected].

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