Course Modules

Module 1: Introduction to Conversational Marketing

• Fundamentals of chatbots and conversational AI
• Role of conversational marketing in modern CX
• Differences between live chat, chatbots, and hybrid models
• Benefits and challenges of conversational approaches
• Case Study: Chatbot implementation in a global e-commerce brand

Module 2: Designing Chatbot Conversations

• Mapping conversation flows and user journeys
• Personalization in chatbot interactions
• Handling FAQs, support, and sales inquiries
• Designing for tone, brand, and engagement
• Case Study: Designing a lead generation chatbot for a SaaS company

Module 3: Implementing Chatbots Across Channels

• Platforms for chatbot deployment (web, social media, messaging apps)
• Integration with CRM, email, and marketing automation
• Multichannel chatbot management and optimization
• Ensuring seamless handoff to human agents
• Case Study: Multichannel chatbot deployment for a telecom provider

Module 4: Measuring Chatbot Performance

• KPIs for chatbot effectiveness and engagement
• Analyzing conversations and user behavior
• Continuous improvement through feedback and AI learning
• Reporting performance to stakeholders
• Case Study: Measuring chatbot impact on lead conversion in a financial services firm

Module 5: Advanced Strategies in Conversational Marketing

• AI-driven personalization and recommendations
• Using chatbots for upselling, cross-selling, and retention
• Ethical considerations and privacy compliance
• Future trends in conversational marketing and CX
• Case Study: AI-powered chatbot boosting sales in an online retail business