Dynamic Chat: Everything You Need to Know

Meet Dynamic Chat, Marketo’s new chatbot for brands to boost engagement and customer satisfaction. Learn what it is, how to integrate it and best practices.

Alison Wyss
Content Marketing Manager

Nowadays, users demand quick solutions and instant access to information. They no longer need to rely on automated voice instructions over the phone or wait for a human to address their concerns. Thanks to cutting-edge technologies like AI and machine learning, a new era of customer experience has emerged. Now, with just a few taps on their smartphones, consumers can effortlessly engage with businesses through chat interfaces.

But behind this human-like experience lies the backbone of robust conversational AI tools. Enter Marketo Dynamic Chat, a powerful solution that leverages the latest advancements in technology to transform customer interactions. With Dynamic Chat Marketo empowers brands to provide an interactive and personalized experience that meets customers' expectations.

No longer limited by traditional methods, Dynamic Chat harnesses the potential of AI and machine learning to deliver exceptional conversational experiences. It enables companies to engage with customers on a whole new level, answering queries, providing specific product/service details, and addressing pain points in real time.

As a leading marketing automation platform, Marketo continues to innovate, and Dynamic Chat is here to make meaningful customer interactions a breeze. Let’s take a deep dive into this technology. We'll explore “What is Dynamic Chat?”, its main features and best practices, and how it connects to Adobe’s Marketo.  

What is Dynamic Chat?

Dynamic Chat is a game-changer for customer engagement. It's an Adobe tool that allows businesses to connect with their website visitors in real time, providing instant support, personalized recommendations and valuable information.

With it, interacting with a brand no longer feels one-sided. Consumers don’t have to spend hours on the phone hoping to connect with a human, nor do they have to wait entire days for an email reply. Dynamic Chat facilitates dynamic conversations (excuse redundancies) that build relationships and boost customer satisfaction.

With Dynamic Chat, you can create authentic and personalized experiences for your customers. Whether it's answering their questions promptly, offering tailored product suggestions, or guiding them through the sales funnel, this interactive chat feature takes customer engagement to a whole new level. Plus, by being readily available to your audience, you boost lead generation and conversion rates, making every website visit count.

drawing shows a woman marketer learning to use Marketo dynamic chat

Marketo Dynamic Chat: Key features and functionalities.

We sat down with our experts to explore their favorite features that make Dynamic Chat a must-have addition to your marketing arsenal. Let’s explore:

  • Real-time chat: No more frustrating wait times for your clients or users. Dynamic Chat ensures your customers receive immediate assistance, fostering seamless interactions and leaving them impressed with your responsiveness.
  • Automated chatbots: Give your support team a breather. With an automated chatbot like Marketo’s Dynamic Chat, you can deliver instant responses around the clock. What’s more, this digital assistant gathers valuable customer data, providing you with insights to personalize future interactions.
  • Personalization powerhouse: Dynamic Chat puts the power of personalization at your fingertips. Tailor messages, recommendations, offers, and more based on user behavior and preferences. Delivering targeted experiences ensures your customers feel seen, valued and understood.
  • Intelligent routing: Streamline communication and maximize efficiency. Dynamic Chat's routing options ensure that each visitor is directed to the most suitable agent or department with ease. By connecting customers with the right people, you can deliver prompt and effective assistance.

With these exceptional features, Dynamic Chat enhances customer engagement, fosters loyalty and ultimately drives conversions.  

Connecting Dynamic Chat with Marketo.

One of the standout advantages of Dynamic Chat is its integration with Marketo's marketing automation capabilities. Marketo's robust infrastructure allows companies to manage and analyze chat interactions effortlessly. This translates into valuable insights into customer preferences, pain points and behaviors. With this wealth of data, brands can fine-tune their marketing strategies, drive targeted campaigns and nurture leads with precision.

Moreover, implementing Dynamic Chat effectively within your Marketo workflows is a breeze. The user-friendly interface and intuitive setup make the process straightforward. In no time, you can start leveraging the full potential of Dynamic Chat. Blending chat interactions with your existing marketing campaigns allows for a holistic approach to customer engagement, ensuring consistent messaging and a unified brand experience.

Best practices for implementing Dynamic Chat.

We've also gathered a few best practices so you can easily implement and optimize this tool, within the Marketo platform. Let's dive in and take your customer engagement game to the next level:

  • Customize your chatbot's personality: Give your chatbot a touch of your brand's personality. Customizing its responses and tone to align with your brand voice creates a sense of familiarity. Moreover, it builds trust with your customers. Make sure your chatbot embodies your brand's values and communicates in a way that resonates with your audience.
  • Embrace proactive chat strategies: Soon, Dynamic Chat will allow you to initiate conversations with your prospects -instead of waiting for them to be proactive. A new feature (that is yet to be released) will allow you to use Dynamic Chat to initiate conversations based on specific website behaviors or critical moments. For example, if a customer spends a significant amount of time on a pricing page, you'll be able to program the chat to proactively offer assistance or provide relevant information.
  • Streamline workflows with integrations: Dynamic Chat truly shines when you integrate it with your existing systems. Easily connect it with your CRM or customer support platforms to streamline workflows and gain a unified view of customer interactions. This way, you'll be able to deliver personalized experiences based on comprehensive customer data and ensure consistent messaging across touchpoints.
  • Monitor and optimize regularly: Continuous improvement is key to success here. Regularly monitor chat interactions and leverage analytics and customer data to identify areas for enhancement. Be sure to pay attention to response times and the effectiveness of chatbot responses. Fine-tune your chatbot's performance based on these insights, making it even more efficient and valuable.
  • Foster collaboration between marketing and support: Dynamic Chat thrives when marketing and support teams collaborate closely. Share insights and learnings to refine customer journeys and align chat interactions with overall marketing strategies. With the expertise of both teams, creating seamless customer experiences that drive results is super easy.

Implementing these best practices ensures that Marketo Dynamic Chat remains a valuable asset in your marketing efforts. Stay committed to refining your approach, embracing personalization and leveraging analytics to enhance your chat interactions continually. Your dedication will yield unparalleled customer experiences and drive exceptional results.

Picture shows a marketer learning to use Marketo dynamic chat


No doubt about it, Dynamic Chat stands out as one of the top-notch tools for conversational marketing. But hold on, this chatbot has so much more to offer than meets the eye. Once you’ve gathered all the essential lead information, the possibilities are almost endless. You can use it to execute cross-channel strategies across paid ads, websites, social media, and emails, targeting specific leads and accounts.

Not only that, but you can also update lead scores, route leads based on their interactions and set up trigger campaigns to take action based on chat history. You can do all of this directly on the Marketo Engage platform.

Adobe’s Marketo also brings along a whole array of ROI-driven functionalities that automate, accelerate and deliver hyper-personalized, omnichannel experiences. As an Adobe Silver Partner, we at Conexio are deeply experienced with this platform.

Our team of Marketo experts is here to support you every step of the way in your marketing endeavors. Reach out to us for personalized guidance on implementing Dynamic Chat effectively and optimizing its impact. Together, we can take your marketing to new heights.

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