Welcome to the digital-first customer success era, where you have to be available 24/7 if you want effective engagement and quality leads for your business. The good news is you now have the suitable mediums to do this, and we’ll further explore them in this dedicated article.
The idea of customer engagement has evolved in recent years due to the continuous rise of technology solutions and interactions. Companies now seek innovative ways of connecting and solidifying their relationships with their customers in order to ensure their competitive edge.
Discover the game-changer for customer engagement strategies and prepare to take your 2022 calendar to the next level!
Table of Contents
- What Is Customer Engagement?
- Dive into 2022’s Customer Engagement with Conversational Experience
- Define Your Success Metrics
- Bottom Line
What Is Customer Engagement?
Customer engagement is the actual relationship you build with your customers by providing valuable and purposeful interactions. A consistent approach with them increases loyalty and even paves the way to brand advocacy, which is the ultimate goal of customer engagement.
In today’s digital environment, where there are so many tools and platforms to interact with prospects, you may wonder why customer engagement is important. Well, the studies show that customers who are fully engaged represent a 23% higher share in profitability, revenue and relationship growth.
It’s significant to optimise your lead generation strategies with practices that focus on the customer if you strive for quality engagement.
Companies can connect with their customers via a myriad of digital mediums like social media, website or email, but a successful customer engagement rate is provided by the essence of the interaction.
We’ll further analyse how to implement the proper strategy to stand by this statement.
Dive into 2022’s Customer Engagement with Conversational Experience
The contemporary consumer is picky and prefers personalised experiences when interacting with brands. The days of spammy content are long gone, and this type of strategy qualifies as a big mistake — delivering the same content or experiences to all your prospects and expecting results.
In fact, 70% of millennials are frustrated with brands sending irrelevant emails and 80% of consumers say that the experience a company provides is as important as its product or services.
How to meet these expectations while providing a personalised experience? The answer is live chat agents.
Customer behaviour is experiencing continuous changes, and the pandemic has a significant effect as well. People crave real interactions and by finding the right tools to provide this satisfying experience, companies can build invaluable relationships with them.
In order to create a conversational strategy with live chat agents and live chat monitoring, these are the essential steps:
Create a customer journey
This step is generally realised by creating a proto-user. Define your customer journey, by thinking ahead of all the steps this proto-user would take on your website and what would be the ideal flow.
The most important part is defining the steps that fortify your lead generation strategies. This customer journey must include both the ideal journey from visitor to lead and the intuitive steps that are usually shown by real data from your website.
Optimise your website
The attention span of online visitors is getting smaller by the minute. For an optimised website experience, you should keep in mind the 15-second rule. This is how long users stay on your website.
To make these 15 seconds worthwhile, you must have in mind the following:
- Intuitive UX
- Content that meets the exact purpose of the page
- Strong CTAs
- Easy navigation
- Live support
Set up your personalised experience
As previously stated, personalisation is key in customer interactions. You can do this by leading users through personalised ads on distinctive landing pages to match their exact needs. Another method is by making the best use of machine learning and adding their names in every digital interaction.
- Boost your strategy with a conversational experience
- 82% of consumers expect an immediate response to sales or marketing questions.
- Live chat is the number one service choice for shoppers between 18 and 49 years old.
Adding live chat agents to your website can be a power move on your 2022 calendar, as being conversational is the key to ensuring long-lasting customer relationships.
This approach ensures an instant solution to your customers’ concerns and enables a closer relationship with them. With live chat strategies, you can:
- Offer 24/7 support and avoid tickets piling up or scarce customer service
- Engage your web traffic and convert more
- Reduce CPA with a faster approach for lead generation
Live chat agents provide immediate service and connect you to your best customers.
Don’t forget about the analytics
Customer engagement strategies need to be continuously refined after gathering data from customer behaviour. Set up all the necessary analytics tools on your website and analyse what pipelines can be improved.
Define Your Success Metrics
The effectiveness of your customer engagement strategy is defined through your success metrics. What are your most important key performance indicators to track?
- How long do visitors spend time on a certain landing page?
- Which are the most converting pages?
- Is a visitor who spends more time on a landing page more engaged than one that visited more pages in less time?
- How long do customers spend chatting with live agents?
- What are the most common issues solved?
Success metrics differ from business to business, but it is important to have in mind activity time, visit frequency and core user actions.
Bottom Line
In today’s tech-centred world, strive to make a difference with your customer relationship. By adding a humane touch and enabling real conversations, you can make your customers feel closer to your brand and even relate more to it.
We can help you spark conversations and provide the best support. Contact us to set up the best live chat experience on your website!