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20 Great Examples of PowerPoint Presentation Design [+ Templates]

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20 Great Examples of PowerPoint Presentation Design [+ Templates]

When it comes to PowerPoint presentation design, there’s no shortage of avenues you can take.

While all that choice — colors, formats, visuals, fonts — can feel liberating, it’s important that you’re careful in your selection as not all design combinations add up to success. We’re not saying there’s one right way to design your next PowerPoint presentation, but we are saying there are some designs that make more sense than others.

In this blog post, you’ll learn how to create an awesome PowerPoint deck and then see real presentations that nail it in exactly their own way.

→ Free Download: 10 PowerPoint Presentation Templates [Access Now]

What makes a good PowerPoint presentation?

A great PowerPoint presentation gets the point across succinctly while using a design that builds upon the point, and doesn’t detract from it. The following aspects make for a great PowerPoint presentation:

1. Minimal Animations and Transitions

Believe it or not, animations and transitions can take away from your PowerPoint presentation. Why? Well, they distract from the design you worked so hard on — and from your content, too.

A good PowerPoint presentation keeps the focus on your argument by keeping animations and transitions to a minimum. That said, you don’t have to eliminate them all. You can use them tastefully and sparingly to emphasize a point or bring attention to a certain part of an image.

2. Cohesive Color Palette

It’s worth reviewing color theory when creating your next PowerPoint presentation. A cohesive color palette uses complementary and analogous colors to draw the audience’s attention, emphasize certain aspects, and deemphasize bits of information that the audience might not need at a certain point in time.

Slide design ideas example: Cohesive color palette, Planetly

3. Contextualized Visuals

An image does speak more than words. And it’s been proven that the human brain is wired to process visuals much faster than words. Take advantage of that by including graphs, photos, and illustrations that can help you build upon your point while keeping your audience’s interest.

Slide design ideas example: Contextualized visuals, Freshworks

Make sure you contextualize those visuals by explaining verbally why that image is there. Otherwise, it’ll be distracting to the audience and may potentially cause more questions than answers.

PowerPoint Design Ideas

It’s impossible for us to tell you which design ideas you should go after in your next PowerPoint, because, well, we don’t know what the goal of your presentation is. Luckily, new versions of PowerPoint actually suggest ideas for you based on the content you’re presenting. This can help you keep up with the latest trends in presentation design.

In PowerPoint 2016 and later, PowerPoint is filled with interesting boilerplate designs you can start with. To find these suggestions, open PowerPoint and click the “Design” tab in your top navigation bar. Then, on the far right side, you’ll see the following options:

PowerPoint Design Ideas option in the top bar

Click the “Design Ideas” option under this Design tab, as shown in the screenshot above. This icon will reveal a vertical list of interesting slide layouts based on what your slides already have on them.

Don’t have any content on your slides yet? You can easily shuffle this vertical list of slide design ideas by clicking various themes inside the color carousel to the far left of the Design Ideas icon, as shown below:

PowerPoints theme inside the Design panelAs you browse and select from the themes shown above, the Design Ideas pane to the right will interpret them and come up with layouts. Below, we’ve included some of our favorite ones.

In case you’re curious, we’ve used Avenir as the font in the following PowerPoint design ideas.

Atlas (Theme)

PowerPoint presentation design idea: Atlas themeCovering a more creative subject for a younger or more energetic audience? On behalf of PowerPoint, might we suggest the cover slide design above? Its vibrant red background and fun lines will appeal to your audience.

Madison (Theme)

PowerPoint presentation design idea: Madison themeThis design doesn’t have the intensity of the first slide on this list, but it maintains a sense of informality that all PowerPoint presentations benefit from.

Parcel (Theme)

PowerPoint presentation design idea: Parcel themeThe color-blocked look in the design above sets a fun but relaxing tone for the audience.

Crop (Theme)

PowerPoint presentation design idea: Crop themeThis PowerPoint design idea uses graphic elements such as lines and bars to give structure, contrast, and modern flair to your slides.

Badge (Theme)

PowerPoint presentation design idea: Badge themeWe’re particularly fond of this PowerPoint design style. By using lines and contrasting elements — like a burst, as shown above — you add depth to your slides. This can help your content capture and hold your audience’s attention more easily.

If you’re not fond of the built-in PowerPoint design themes, you can always download a free PowerPoint template and input your content onto pre-made slide styles.

Let’s take a look at the best ones you can download below.

Creative PowerPoint (Template)

This presentation template uses bright colors and plenty of white space to convey a modern but fun design. Organic shapes and geometric lines and patterns provide an extra visual element to the slides, achieving depth and personality. Get it here.

Creative PowerPoint Template

Download These Templates for Free

Professional Style PowerPoint (Template)

These PowerPoint slides use more neutral colors and fonts to create a calm and elegant vibe. It also pushes the presentation creator to use quality images to convey their points. Get it here.

Professional Style PowerPoint Template

Download These Templates for Free

Data PowerPoint (Template)

This template uses a rounded font to draw sharp contrast with the lines and graphs that will populate the presentation. If you want to offer engaging visuals with number-crunching content, the slide design ideas in this template are a great choice. Get it here.

Data PowerPoint Template

Download These Templates for Free

Simple PowerPoint (Template)

By pairing vibrant colors with pale ones, this PowerPoint gives an understated feel, which can draw attention to the content while still being visually engaging. Get it here.

Simple PowerPoint Template

Download These Templates for Free

Instead of a presentation, you can also create an infographic in PowerPoint to effectively capture your audience’s attention.

Good Examples of PowerPoint Presentation Design

To see some examples of the best PowerPoint presentation designs, check out the following decks.

1. “The Search for Meaning in B2B Marketing,” Velocity Partners

We’ve said it once, and we’ll say it again: We love this presentation from Velocity Partner’s Co-Founder Doug Kessler. Not only is the content remarkable, but the design is also quite clever. While each slide employs the same background visual, the copy in the notebook unfolds brilliantly through a series of colorful doodles and bold text. This gives the presentation a personal feel, which aligns with the self-reflective nature of the concept.

2. “You Don’t Suck at PowerPoint,” Jesse Desjardins

If the contrast used throughout this PowerPoint presentation design were a human, we’d marry it. This skillful presentation from Jesse Desjardins employs the perfect color palette: balancing black and white photos with pops of fluorescent pink, yellow, and blue. The cheeky vintage photos work to reinforce the copy on each slide, making the presentation both interesting and visually appealing.

3. “Accelerating Innovation in Energy,” Accenture

Balancing visual backgrounds with text isn’t easy. More often than not, the text is formatted in a way that winds up getting lost in the image. This presentation from Accenture combated this issue by combining shapes and graphics to create contrast between the text and the background. Well done.

4. “Visual Design with Data,” Seth Familian

When you’re tasked with presenting a lot of information in a little bit of time, things can get sort of messy. To simplify this type of presentation, it’s a good idea to use a visual agenda like the one shown above. This index clearly signifies the start and finish of each section to make it easier for the viewer to follow along and keep track of the information. The presenter takes it further by including an additional agenda for each exercise, so that the audience knows what they’re supposed to do.

5. “How to Craft Your Company’s Storytelling Voice,” MarketingProfs

Do you love these hand-drawn illustrations or do you love these hand-drawn illustrations? I mean, c’mon, this is amazing. Certainly, it would have been easier to generate these designs online, but this approach highlights MarketingProf’s commitment to investing the time and thought it takes to create an out-of-the-box piece of content. And as a result, this presentation stands out in the best way possible.

6. “Blitzscaling: Book Trailer,” Reid Hoffman

If you’re going to go the minimalistic route, take note of this PowerPoint presentation example from Reid Hoffman. This clean design adheres to a simple, consistent color scheme with clean graphics peppered throughout to make the slides more visually interesting. Overall there are no frills or unnecessary additions, which allows the informative content to take priority.

7. “Healthcare Napkins,” Dan Roam

This presentation dates back to 2009, but the design is still as good as ever. The colorful, quirky doodles help tell the story while also serving as an interesting way to illustrate data (see slides 20 and 21). For visual learners, this approach is much more inviting than a series of slides riddled with text-heavy bullet points.

8. “One Can Be Diverse: An Essay on Diversity,” With Company

This presentation employs both powerful images and modern typography to illustrate the point. While many of the slides contain long quotes, they are broken up in a way that makes them easily digestible. Not to mention all of the text is crisp, clean, and concise.

9. “10 Things your Audience Hates About your Presentation,” Stinson

his simplistic presentation example employs several different colors and font weights, but instead of coming off as disconnected, the varied colors work with one another to create contrast and call out specific concepts. Also, the big, bold numbers help set the reader’s expectations, as they clearly signify how far along the viewer is in the list of tips.

10. “Pixar’s 22 Rules to Phenomenal Storytelling,” Gavin McMahon

This presentation by Gavin McMahon features color in all the right places. While each of the background images boasts a bright, spotlight-like design, all the characters are intentionally blacked out. This helps keep the focus on the tips, while still incorporating visuals. Not to mention, it’s still easy for the viewer to identify each character without the details. (I found you on slide eight, Nemo.)

11. “Facebook Engagement and Activity Report,” We Are Social

Here’s another great example of data visualization in the wild. Rather than displaying numbers and statistics straight up, this presentation calls upon interesting, colorful graphs, and charts to present the information in a way that just makes sense.

12. “The GaryVee Content Model,” Gary Vaynerchuk

This wouldn’t be a true Gary Vaynerchuk presentation if it wasn’t a little loud, am I right? Aside from the fact that we love the eye-catching, bright yellow background, Vaynerchuk does a great job of incorporating screenshots on each slide to create a visual tutorial that coincides with the tips. He also does a great job including a visual table of contents that shows your progress as you go through the presentation (and aligns with the steps of content marketing, too).

13. “20 Tweetable Quotes to Inspire Marketing & Design Creative Genius,” IMPACT Branding & Design

We’ve all seen our fair share of quote-chronicling presentations but that isn’t to say they were all done well. Often times the background images are poor quality, the text is too small, or there isn’t enough contrast. Well, this professional PowerPoint presentation from IMPACT Branding & Design suffers from none of said challenges. The colorful filters over each background image create just enough contrast for the quotes to stand out.

14. “The Great State of Design,” Stacy Kvernmo

This presentation offers up a lot of information in a way that doesn’t feel overwhelming. The contrasting colors create visual interest and “pop,” and the comic images (slides 6 through 12) are used to make the information seem less buttoned-up. Once the presentation gets to the CSS section, it takes users slowly through the information so that they’re not overwhelmed.

15. “Clickbait: A Guide To Writing Un-Ignorable Headlines,” Ethos3

Not going to lie, it was the title that convinced me to click through to this presentation but the awesome design kept me there once I arrived. This simple design adheres to a consistent color pattern and leverages bullet points and varied fonts to break up the text nicely.

16. “Digital Transformation in 50 Soundbites,” Julie Dodd

This design highlights a great alternative to the “text-over-image” display we’ve grown used to seeing. By leveraging a split-screen approach to each presentation slide, Julie Dodd was able to serve up a clean, legible quote without sacrificing the power of a strong visual.

17. “Fix Your Really Bad PowerPoint,” Slide Comet

When you’re creating a PowerPoint about how everyone’s PowerPoints stink, yours had better be terrific. The one above, based on the ebook by Seth Godin, keeps it simple without boring its audience. Its clever combinations of fonts, together with consistent color across each slide, ensure you’re neither overwhelmed nor unengaged.

18. “How Google Works,” Eric Schmidt

Simple, clever doodles tell the story of Google in a fun and creative way. This presentation reads almost like a storybook, making it easy to move from one slide to the next. This uncluttered approach provides viewers with an easy-to-understand explanation of a complicated topic.

19. “What Really Differentiates the Best Content Marketers From The Rest,” Ross Simmonds

Let’s be honest: These graphics are hard not to love. Rather than employing the same old stock photos we’ve seen time and time again, this unique design serves as a refreshing way to present information that’s both valuable and fun. We especially appreciate the author’s cartoonified self-portrait that closes out the presentation. Well played, Ross Simmonds.

20. “Be A Great Product Leader,” Adam Nash

This presentation by Adam Nash immediately draws attention by putting the company’s logo first — a great move if your company is well known. He uses popular images, such as ones of Megatron and Pinocchio, to drive his points home. In the same way, you can take advantage of popular images and media to keep the audience’s attention and deepen your arguments.

PowerPoint Presentation Examples for the Best Slide Presentation

Mastering a PowerPoint presentation begins with the design itself. Use the ideas above to create a presentation that engages your audience, builds upon your point, and helps you generate leads for your brand.

Editor’s note: This post was originally published in March 2013 and has been updated for comprehensiveness.

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The marketing lifecycle: An overview

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The marketing lifecycle: An overview

Remember when digital marketing was simple? Create content, throw it over the wall, hope for the best.

Note that we said “simple,” not effective.

To be effective is more complicated, and this keeps accelerating. There are so many options, so many channels, and so many audiences, that effective digital marketing requires a term to which people often react strongly—

Process.

Very few people inherently like the idea of “process.” It brings forth visions of rigidity and inertia.

But there simply has to be a framework in which to produce and publish effective marketing assets. Without this, you have nothing but chaos from which productive work gets done accidentally, at best.

How did it get this way for the enterprise? How did things become so interconnected?

  • Marketing isn’t a point in time, it’s an activity stream. It’s a line of dominoes you need to knock over, roughly in order. Lots of organizations do well at some, but fail on others, and thus break the chain of what could be an effective process.
  • Marketing activities overlap. It’d be great if we could do one thing at a time, but the marketing pipeline is never empty. Campaigns target different audiences at the same time, and new campaigns are being prepared as existing campaigns are closing.
  • Marketing involves a lot of actors at vastly different levels. There’s your content team, of course, reviewers, external agencies and contractors, designers, developers, and—of course—stakeholders and executives. Each group has different needs for collaboration, input, and reporting.

Some of the best business advice boils down to this: “Always understand the big picture.” You might be asked to do one specific thing in a process, but make sure you understand the context of that specific thing—where does it fit in the larger framework? Where does it get input from? How are its outputs used?

In this article, we’re going to zoom out for an overhead view of how Optimizely One helps you juggle the complete marketing lifecycle, from start to finish, without letting anything drop.

1. Intake 

Ideas are born everywhere—maybe with you, maybe with your staff, maybe with someone who has no connection with marketing at all, and maybe from an external source, like an ad agency or PR firm. Leading organizations have found a way to widen the top end of their pipeline—the start of their content marketing funnel—and take in more ideas from more sources.

Good ideas combine. Someone has one half of an idea, and someone else has the other half. The goal of effective collaboration is to get those two pieces together. One plus one can sometimes equal three, and more ideas mean better ideas overall. Creativity is about getting more puzzle pieces on the table so you can figure out which ones fit your strategy.

How do you manage the flow of ideas? How do you make sure good ideas don’t get dropped, but rather become great content? The only way to publish great content is to get ideas into the top end of the pipe. 

 

Optimizely One can streamline and accelerate your content intake using templated intake forms mapped to intelligent routing rules and shared queues. Everyone in your organization can know where content is developed and how to contribute to ideas, content, and campaigns currently in-process. Your content team can easily manage and collaborate on requests, meaning content development can become focused, rather than spread out across the organization. 

2. Plan

Campaigns don’t exist in a vacuum. They share the stage with other campaigns—both in terms of audience attention and employee workload. Leading organizations ensure that their campaigns are coordinated, for maximum audience effect and efficiency of workload.

Pick a time scale and plan it from overhead. What campaigns will you execute during this period? In what order? How do they overlap? Then, break each campaign down—what tasks are required to complete and launch? Who owns them? In what stage of completion are they in? What resources are required to complete them? 

Good marketing campaigns aren’t run in isolation. They’re a closely aligned part of an evolving body of work, carefully planned and executed.

 

Optimizely One provides comprehensive editorial calendaring and scheduling. Every marketing activity can have an easily accessible strategic brief and dedicated workspaces in which to collaborate. Your content team and your stakeholders can know, at a glance, what marketing activities are in-process, when they’re scheduled to launch, who is assigned to what, and what’s remaining on the calendar.  

3. Create 

Good content takes fingers on keyboards, but that’s not all. 

Content creators need frameworks in which to generate effective content. They need the tools to share, collaborate, structure, stage, and approve their work. Good content comes in part from tooling designed to empower content creators. 

Your content team needs a home base—the digital equivalent of an artist’s studio. They need a platform which is authoritative for all their marketing assets; a place that everyone on the team knows is going to have the latest schedules, the latest drafts, the official assets, and every task on the road to publication. 

Content creation isn’t magic—it doesn’t just appear out of the ether. It comes from intentional teams working in structured frameworks. 

 

Optimizely One gives your editors the tools they need for the content creation process, AI-enabled editing environments for fingers-on-keyboards, all the way through intelligent workflows for collaboration and approvals. Authors can write, designers can upload and organize, project managers can combine and coordinate, stakeholders can review, and external teams can collaborate. All within a framework centered around moving your campaigns forward. 

4. Store 

Leading organizations look at content beyond its immediate utility. Everything your content teams do becomes an incremental part of an evolving body of work. Content doesn’t appear and disappear; rather, it continually enlarges and refines a body of work that represents your organization over time. 

Good creative teams remix and transform old ideas into new ones. They can locate content assets quickly and easily to evolve them into new campaigns quickly. They don’t reinvent the wheel every time, because they lean on a deep reservoir of prior art and existing creative components. 

Digital asset and content management should store content in a structured, atomic format, allowing your organization to store, retrieve, organize, and re-use marketing assets quickly and easily. 

 

Optimizely One gives your content team a place to store their content assets, from text and rich media. Content can be archived and organized, either manually, or by using AI to automatically extract tags. Content can be stored as pure data, free from presentation, which makes it easy to re-use. Your content team will always know where to find work in progress, media to support emerging campaigns, or assets from past campaigns. Brand portals make it easy to share assets with external organizations.

5. Globalize 

Business happens all over the world in every language. To effectively compete around the world, your content needs to be globalized. 

Globalization of content is a holistic practice that affects every part of the content lifecycle. Words need to be translated, of course, but you also need to consider cultural globalization—images and symbols that might change—as well as globalization for numbers, currency, and time zones. Going even deeper, you might have to make design changes to accommodate things like differing word lengths and the flow of text. 

Beyond simply changing content, your work process is affected. When does translation happen? Who is authorized to order it? Who can perform it? How do you bring external translation companies into your internal processes, and how does this affect the flow of content through your organization?  

 

Optimizely One helps you manage the entire globalization process, whether it’s done in-house or automatically via one of our translation partners. Your customers can be served content in their language and culture, and you can carefully control the alternate, “fallback” experience for languages not yet available, or when you’re not translating all of your content.  

6. Layout 

Some experiences need to be visually composed from a palette of content and design components. Designers and marketers want to see exactly what their content looks like before they publish. 

In some cases, this is easy—everyone should be able to see what a web page looks like before it goes live. But what about your mobile app? What about display advertising? A social media update? 

And what happens when you’re modifying content based on behavior and demographics? If you want to see how your web page will look for someone from California who has visited your site before and already downloaded your whitepaper on their iPhone…can you? 

Content no longer leaves your organization on a single channel. Composition and preview is always contextual—there is no single, default experience. Leading organizations want full control over their visual presentation and they know that they need to see their content through the eyes of their customers.  

 

Optimizely One provides the tools to visually compose experiences across multiple channels and can preview that experience when viewed through the personalization lens of whatever demographic and behavioral data you can dream up. And this works regardless of channel: web, email, display advertising—everything can be previewed in real-time. 

7. Deliver 

Content can’t do any good unless it can reach your customers. You need to publish your content to them, wherever they are, which means having the flexibility to push content into multiple channels, in multiple formats. 

A consumable piece of media is an “artifact.” Your content is the idea and message that make up that artifact. Leading organizations develop their content separate from any concept of an artifact, then transform it into different formats to fit the channel that will spread their message most effectively. 

Sure, make a web page—but also push that content to your mobile app, and into your social networks. Broadcast a text message, and an email. While you’re at it, push the information into the display panel in the elevators. Let’s be bold and broadcast it on the TV screens that play while your customers fill up with gas. 

The key is delivery flexibility. The world of content delivery has changed remarkably in just the last few years. It will no-doubt change more in the future. No platform can anticipate what’s coming, so you just need the flexibility to be ready to adapt to what happens. 

 

Optimizely One provides complete delivery flexibility. Our systems store your content separate from presentation, and allow multiple ways to access it, from traditional websites to headless APIs to connect your content to mobile apps or other decoupled experiences. Your content can be combined with internally-stored content or third-party content to provide a seamless “content reservoir” to draw on from all of your channels. 

8. Personalize 

Throughout this lifecycle, we’ve moved from content, to artifacts, and now on to “experiences.” 

One person consuming an artifact—reading a web page, listening to a podcast, watching a video—is an experience. Just like one piece of content can generate more than one artifact, one artifact should enable thousands of experiences. 

Technology has advanced to the point where all of those experiences can be managed. Instead of every customer getting the same experience, it can be personalized to that specific customer in that specific moment. 

You can do this using simple demographic or technographic data—perhaps you cut down the information and make your content more task-oriented when you detect someone is on a mobile device. However, the real power comes when you begin tracking behavior, consolidating information about your customers, and giving them specific content based on what you’ve observed. 

Leading organizations have a single location to track customer behavior and data. For every experience, they know exactly what this customer has done, how they’ve interacted with the organization, and they can predict what they’ll do next. Content and artifacts will morph themselves to fit each individual experience. 

 

Optimizely One connects both customer behavior and demographics along with the tools to activate that data to affect your customers’ experiences. Our platform allows you to track customer behavior and match that with customer demographics—this includes behavior tracking for customers you can’t even identify yet. Based on that behavior and stored data, editors can modify experiences in real-time, changing content and design to match to what each individual customer is most likely to respond. Or let the machine do the work, with personalized content and product recommendations. 

9. Experiment 

No matter how much you know, customers will always surprise you. The right answer to persuading your customer to take an action might be something you’re not even thinking of. Or, you might have an idea, but you’re not confident enough to bank on it. And let’s face it—sometimes, you just love two different ideas. 

Wouldn’t it be great if you could publish more than one thing? 

You absolutely can. And you absolutely should.

Leading organizations let go of the idea that an experience is bound to one version of an artifact. Don’t just write one title for that blog post—write three. Publish them all and show them randomly. Let your customers tell you—by their next action—which one was the right one to use. 

Experimentation allows you to try new things without the inertia of re-considering and re-drafting all your content. Ideas can go from your mind to pixels on the screen quickly and easily, and you can see what works and what doesn’t. Try a new title, or next text on a button. Does it give you better results? If so, great, keep it. If not, throw it away and try something else.

Refine, refine, refine. The idea that you publish content in one form and just hope it’s the right one is a set of handcuffs that can be tough to shake. But the results can be impressive.

 

Optimizely One allows you to quickly create and publish multiple variations of content and content elements to any channel. You can separate your content into elements and try different combinations to see which one drives your customers to move forward in their journey, then automatically route more traffic through winning combinations. You can manage feature rollouts and soft-launches, enabling specific functionality for specific audiences in any channel. 

10. Analyze 

The key to a learning and evolving content team is a transparent and unflinching look into what happens to your content after it’s published.

Analytics need to be considered in the context of the entire content domain. What content performs well but has low traffic? What content is consumed often but never moves customers down their buying journey? Customer behavior needs to be tracked carefully, then used to segment customers into audiences, based on both your content team’s observations and insights provided by AI. 

 

Optimizely One offers complete behavior tracking and content analysis, showing you what content works, what content doesn’t, and what your customers are doing during every step of their relationship with your entire digital estate. 

Juggle the entire lifecycle 

“Publishing myopia” prevents most organizations from truly benefiting from the power of their content and marketing technology. Too many ideas are undercut by an obsession with the publish button. We rush content out the door and just throw it over the wall and hope it lands. 

Within that mode of thinking, great ideas get trapped under the surface. Great content is delivered to only one channel in one language. Great experiences never see the light of day because content exists in only one form. And every customer sees the same thing, no matter how their own experience might benefit from something else. 

Remember: the marketing lifecycle is a series of stages

Each stage builds on the last and allows content to grow from a random idea your team takes in from the field and turns it into a spectacular multi-channel experience which rearranges and modifies itself to fit each customer. 

Juggling all of the steps in the marketing lifecycle can be done, but it’s easy to lose the forest for the trees and get too myopic about individual steps in this process. Leading organizations step back, consider the entire cycle from start to finish, and make sure their ideas, their products, and their messages are enhanced and strengthened in every step. 

 

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Comparing Credibility of Custom Chatbots & Live Chat

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Building Customer Trust: Comparing Credibility of Custom Chatbots & Live Chat

Addressing customer issues quickly is not merely a strategy to distinguish your brand; it’s an imperative for survival in today’s fiercely competitive marketplace.

Customer frustration can lead to customer churn. That’s precisely why organizations employ various support methods to ensure clients receive timely and adequate assistance whenever they require it.

Nevertheless, selecting the most suitable support channel isn’t always straightforward. Support teams often grapple with the choice between live chat and chatbots.

The automation landscape has transformed how businesses engage with customers, elevating chatbots as a widely embraced support solution. As more companies embrace technology to enhance their customer service, the debate over the credibility of chatbots versus live chat support has gained prominence.

However, customizable chatbot continue to offer a broader scope for personalization and creating their own chatbots.

In this article, we will delve into the world of customer support, exploring the advantages and disadvantages of both chatbots and live chat and how they can influence customer trust. By the end, you’ll have a comprehensive understanding of which option may be the best fit for your business.

The Rise of Chatbots

Chatbots have become increasingly prevalent in customer support due to their ability to provide instant responses and cost-effective solutions. These automated systems use artificial intelligence (AI) and natural language processing (NLP) to engage with customers in real-time, making them a valuable resource for businesses looking to streamline their customer service operations.

Advantages of Chatbots

24/7 Availability

One of the most significant advantages of custom chatbots is their round-the-clock availability. They can respond to customer inquiries at any time, ensuring that customers receive support even outside regular business hours.

Consistency

Custom Chatbots provide consistent responses to frequently asked questions, eliminating the risk of human error or inconsistency in service quality.

Cost-Efficiency

Implementing chatbots can reduce operational costs by automating routine inquiries and allowing human agents to focus on more complex issues.

Scalability

Chatbots can handle multiple customer interactions simultaneously, making them highly scalable as your business grows.

Disadvantages of Chatbots

Limited Understanding

Chatbots may struggle to understand complex or nuanced inquiries, leading to frustration for customers seeking detailed information or support.

Lack of Empathy

Chatbots lack the emotional intelligence and empathy that human agents can provide, making them less suitable for handling sensitive or emotionally charged issues.

Initial Setup Costs

Developing and implementing chatbot technology can be costly, especially for small businesses.

The Role of Live Chat Support

Live chat support, on the other hand, involves real human agents who engage with customers in real-time through text-based conversations. While it may not offer the same level of automation as custom chatbots, live chat support excels in areas where human interaction and empathy are crucial.

Advantages of Live Chat

Human Touch

Live chat support provides a personal touch that chatbots cannot replicate. Human agents can empathize with customers, building a stronger emotional connection.

Complex Issues

For inquiries that require a nuanced understanding or involve complex problem-solving, human agents are better equipped to provide in-depth assistance.

Trust Building

Customers often trust human agents more readily, especially when dealing with sensitive matters or making important decisions.

Adaptability

Human agents can adapt to various customer personalities and communication styles, ensuring a positive experience for diverse customers.

Disadvantages of Live Chat

Limited Availability

Live chat support operates within specified business hours, which may not align with all customer needs, potentially leading to frustration.

Response Time

The speed of response in live chat support can vary depending on agent availability and workload, leading to potential delays in customer assistance.

Costly

Maintaining a live chat support team with trained agents can be expensive, especially for smaller businesses strategically.

Building Customer Trust: The Credibility Factor

When it comes to building customer trust, credibility is paramount. Customers want to feel that they are dealing with a reliable and knowledgeable source. Both customziable chatbots and live chat support can contribute to credibility, but their effectiveness varies in different contexts.

Building Trust with Chatbots

Chatbots can build trust in various ways:

Consistency

Chatbots provide consistent responses, ensuring that customers receive accurate information every time they interact with them.

Quick Responses

Chatbots offer instant responses, which can convey a sense of efficiency and attentiveness.

Data Security

Chatbots can assure customers of their data security through automated privacy policies and compliance statements.

However, custom chatbots may face credibility challenges when dealing with complex issues or highly emotional situations. In such cases, the lack of human empathy and understanding can hinder trust-building efforts.

Building Trust with Live Chat Support

Live chat support, with its human touch, excels at building trust in several ways:

Empathy

Human agents can show empathy by actively listening to customers’ concerns and providing emotional support.

Tailored Solutions

Live chat agents can tailor solutions to individual customer needs, demonstrating a commitment to solving their problems.

Flexibility

Human agents can adapt to changing customer requirements, ensuring a personalized and satisfying experience.

However, live chat support’s limitations, such as availability and potential response times, can sometimes hinder trust-building efforts, especially when customers require immediate assistance.

Finding the Right Balance

The choice between custom chatbots and live chat support is not always binary. Many businesses find success by integrating both options strategically:

Initial Interaction

Use chatbots for initial inquiries, providing quick responses, and gathering essential information. This frees up human agents to handle more complex cases.

Escalation to Live Chat

Implement a seamless escalation process from custom chatbots to live chat support when customer inquiries require a higher level of expertise or personal interaction.

Continuous Improvement

Regularly analyze customer interactions and feedback to refine your custom chatbot’s responses and improve the overall support experience.

Conclusion

In the quest to build customer trust, both chatbots and live chat support have their roles to play. Customizable Chatbots offer efficiency, consistency, and round-the-clock availability, while live chat support provides the human touch, empathy, and adaptability. The key is to strike the right balance, leveraging the strengths of each to create a credible and trustworthy customer support experience. By understanding the unique advantages and disadvantages of both options, businesses can make informed decisions to enhance customer trust and satisfaction in the digital era.

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MARKETING

The Rise in Retail Media Networks

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A shopping cart holding the Amazon logo to represent the rise in retail media network advertising.

As LL Cool J might say, “Don’t call it a comeback. It’s been here for years.”

Paid advertising is alive and growing faster in different forms than any other marketing method.

Magna, a media research firm, and GroupM, a media agency, wrapped the year with their ad industry predictions – expect big growth for digital advertising in 2024, especially with the pending US presidential political season.

But the bigger, more unexpected news comes from the rise in retail media networks – a relative newcomer in the industry.

Watch CMI’s chief strategy advisor Robert Rose explain how these trends could affect marketers or keep reading for his thoughts:

GroupM expects digital advertising revenue in 2023 to conclude with a 5.8% or $889 billion increase – excluding political advertising. Magna believes ad revenue will tick up 5.5% this year and jump 7.2% in 2024. GroupM and Zenith say 2024 will see a more modest 4.8% growth.

Robert says that the feeling of an ad slump and other predictions of advertising’s demise in the modern economy don’t seem to be coming to pass, as paid advertising not only survived 2023 but will thrive in 2024.

What’s a retail media network?

On to the bigger news – the rise of retail media networks. Retail media networks, the smallest segment in these agencies’ and research firms’ evaluation, will be one of the fastest-growing and truly important digital advertising formats in 2024.

GroupM suggests the $119 billion expected to be spent in the networks this year and should grow by a whopping 8.3% in the coming year.  Magna estimates $124 billion in ad revenue from retail media networks this year.

“Think about this for a moment. Retail media is now almost a quarter of the total spent on search advertising outside of China,” Robert points out.

You’re not alone if you aren’t familiar with retail media networks. A familiar vernacular in the B2C world, especially the consumer-packaged goods industry, retail media networks are an advertising segment you should now pay attention to.

Retail media networks are advertising platforms within the retailer’s network. It’s search advertising on retailers’ online stores. So, for example, if you spend money to advertise against product keywords on Amazon, Walmart, or Instacart, you use a retail media network.

But these ad-buying networks also exist on other digital media properties, from mini-sites to videos to content marketing hubs. They also exist on location through interactive kiosks and in-store screens. New formats are rising every day.

Retail media networks make sense. Retailers take advantage of their knowledge of customers, where and why they shop, and present offers and content relevant to their interests. The retailer uses their content as a media company would, knowing their customers trust them to provide valuable information.

Think about these 2 things in 2024

That brings Robert to two things he wants you to consider for 2024 and beyond. The first is a question: Why should you consider retail media networks for your products or services?   

Advertising works because it connects to the idea of a brand. Retail media networks work deep into the buyer’s journey. They use the consumer’s presence in a store (online or brick-and-mortar) to cross-sell merchandise or become the chosen provider.

For example, Robert might advertise his Content Marketing Strategy book on Amazon’s retail network because he knows his customers seek business books. When they search for “content marketing,” his book would appear first.

However, retail media networks also work well because they create a brand halo effect. Robert might buy an ad for his book in The New York Times and The Wall Street Journal because he knows their readers view those media outlets as reputable sources of information. He gains some trust by connecting his book to their media properties.

Smart marketing teams will recognize the power of the halo effect and create brand-level experiences on retail media networks. They will do so not because they seek an immediate customer but because they can connect their brand content experience to a trusted media network like Amazon, Nordstrom, eBay, etc.

The second thing Robert wants you to think about relates to the B2B opportunity. More retail media network opportunities for B2B brands are coming.

You can already buy into content syndication networks such as Netline, Business2Community, and others. But given the astronomical growth, for example, of Amazon’s B2B marketplace ($35 billion in 2023), Robert expects a similar trend of retail media networks to emerge on these types of platforms.   

“If I were Adobe, Microsoft, Salesforce, HubSpot, or any brand with big content platforms, I’d look to monetize them by selling paid sponsorship of content (as advertising or sponsored content) on them,” Robert says.

As you think about creative ways to use your paid advertising spend, consider the retail media networks in 2024.

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Cover image by Joseph Kalinowski/Content Marketing Institute

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