Top Digital Marketing Trends for 2020


It doesn’t matter what industry your business is predominantly in anymore, or what specific products and services you provide. Digital marketing trends can simply not be ignored in today’s economic landscape. The good news is that there are several new technologies and exciting tools coming to the fore this year that will make it easier for you to keep your organisation current.

Chatbots Are the New Face of Customer Service

Defined as Artificial Intelligence software able to act as a virtual concierge, chatbots can communicate with users and assist them as they require. They are capable of interacting with people naturally, primarily via Live Chat, but verbal exchanges are also possible. Over time, with the system collecting ever more insights in terms of data, the AI gets to know customers, which sees service improving consistently.

Chatbots were increasingly used over 2018 and 2019, providing everything from weather reports to basic customer support. Now, these bots are sophisticated enough to start providing far more focused services than they were previously and can do so without calling on limited human resources. They can also work 24 hours a day, instantly respond to a range of queries, and don’t require breaks, holidays, or overtime!

Research has shown that almost 50% of consumers prefer messaging chatbots to phoning customer service centres. Playing the online pokies NZ provides and run into a technical issue? A chatbot can iron things out in no time. Need help with a product return? Chatbots can easily convey store policy. 

Facebook Is Back in Business 

While Facebook is no longer the kingpin in the world of social media that it once was, it is still going to play a significant role in digital marketing for the foreseeable future. It’s just going to require a more nuanced approach, with Forbes reporting that more than 40% of its users are older than 65. 

This social media platform may still be very useful in certain cases however and provides ripe pickings for a focused campaign. Almost everyone has an account, so the reach is almost guaranteed, but marketers are just going to have to be far more cautious. Demographics need to be analysed in order for this trend to be as beneficial as it could be. 

Instagram’s Where the Cool Kids Are

Instagram’s enjoyed an almost meteoric rise recently, hitting the one billion user mark some time ago, and continues to be one of the fastest-growing platforms around. But it’s user-base being younger than Facebook’s is, with under-30s making up the largest portion of users, once again means that careful advertising is key. 

The Likes feature being removed from the platform does pose something of a problem for advertising, but it’s not an insurmountable one. Influencers are the bread and butter of many businesses as we wrap up 2020, and although they’ve voiced concerns, more time needs to pass before the real impact can be assessed. It could lead to an uptick in the quality of content, something for marketers to focus on, and may recruit even more users thanks to this.