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You cannot ignore the fact that building meaningful connections with customers has become more crucial than ever. A well-crafted customer engagement strategy is not just a means of interaction; it’s a strategic approach to building relationships, enhancing satisfaction, and driving long-term loyalty.
You can unlock a multitude of business benefits from increased retention and loyalty to improved brand perception and revenue growth by prioritizing customer engagement.
In this article, let’s explore the fundamentals of customer engagement strategy, its importance in modern business practices, and the key elements that contribute to its success.
Customer engagement strategy is defined as building strong relationships with customers by understanding their journey and how they interact with the brand across multiple interactions, both online and offline.
72% of businesses say that improving customer experience is their top priority. Supporting customers through digital engagement channels helps to foster brand awareness, build customer loyalty, and nurture their relationships from acquisition to retention.
Businesses that create a customer engagement plan are focused on value creation. They provide meaningful end-to-end customer experience, great content, and prompt support.
Irrespective of the size of your business, digital customer engagement tools have become an important benchmark for all businesses. It is about using digital communication channels to engage clients to deliver great value and meet customer expectations.
The importance of well-engaged customers cannot be overlooked, as it helps to:
Looking deeper into this, implementing an effective customer engagement model is the foundation for every organization. Without that, it wouldn’t be possible for brands to not just grow but even survive in a competitive market.
REVE Chat offers an excellent live chat platform that helps to engage customers in real time by addressing their sales and support concerns. Sign up with REVE Chat and allow your customers to reach out to you conveniently and offer them personalized assistance.
Customer engagement strategy is crucial to take the business to the next level. If you want your business to soar, you can implement a robust customer engagement strategy. Let’s take a look at its key benefits.
A strong customer engagement strategy or plan is key for long-lasting brand loyalty. Customers expect brands to anticipate their needs, hoping to be constantly engaged and supported at every stage of the journey. By planning a strong customer engagement model backed with the latest ideas and plans, businesses will be able to achieve it.
Here are the key points of client engagement ideas to build a stronger customer base of loyal customers:
Let us discuss the ways to develop a strong customer engagement process, which meets customers’ emotional and practical expectations.
Nowadays customers start interacting with a brand on one channel but continue their conversations across other channels. Therefore, delivering consistent customer experience across all touchpoints is the key element of the customer engagement model.
Omni-channel customer engagement process involves streamlining all the customer interactions across multiple channels like websites, social media, phones, apps, or retail stores under one platform to engage them and provide a personalized consistent omnichannel customer experience.
Regardless of the number of touchpoints involved, customers evaluate their journey with brands as an overall experience, and this is what determines to have a solid customer engagement strategy in place.
Oasis is a well-known UK-based retail fashion brand that created the best example of a customer engagement campaign. They operate online and from physical stores across the globe. They integrated both online and physical stores to deliver an all-around omnichannel customer experience.
They figured out all the online and offline places customers hang out, created touchpoints at these places and made them shoppable. Their touchpoints are the best stand-alone sales channels and they integrated with each other to bring a more unified experience.
One of the famous customer engagement quotes from Kevin Stirtz says, “Every contact we have with a customer influences whether or not they’ll come back. We have to be great every time or we’ll lose them.”
Live chat is one of the most popular channels you must use as your customer engagement plan to assist customers by addressing their queries in real-time. Customers expect their queries to be resolved which can only be offered through live assistance.
Live chat platform allows agents to turn every interaction with visitors or customers into an excellent experience and build strong relationships.
Deploying chatbots as a part of user engagement strategies can bring significant benefits to your business. 80% of businesses said they currently use or are planning to use chatbots before the end of the year.
Chatbots can be deployed across all customer channels like Facebook Messenger, websites, or even instant messaging apps. Bots are being increasingly used for better interaction and have revamped the customer engagement plan.
HSBC Bank Hong Kong built Amy chatbot as a part of their customer engagement strategies. The AI chatbot delivered immediate answers both in English and Chinese. The embedded customer feedback feature within the bot allowed her to learn and improve her knowledge over time to deal with wider queries.
REVE Chat’s chatbot platform allows businesses to design and deploy chatbots in just a few steps and start engaging their customers. Sign up today and explore the advanced features that help to engage customers 24/7.
Businesses are increasingly leveraging visual engagement solutions like co-browsing to cut through the customer conversation clutter, to be better understood, and to connect emotionally. According to Forrester’s research “Cobrowsing ranks top across other interaction channels with a customer satisfaction rating of 78%.”
The advanced co-browsing solution allows agents to collaborate together with a customer browser in real time to gain first-hand information on the problem and provide an effective solution. It helps to resolve technical issues or complex form fill-ups to submit an application successfully.
Commercial Bank of Kuwait (CBK) has implemented REVE Chat’s co-browsing and video chat solution to increase user engagement through online banking operations. With live engagement tools, the bank has witnessed a significant increase in online engagement and reduced the number of touchpoints to resolve the issues.
Because it helps to:
Video chat solutions are one of the advanced tools used as customer engagement strategies to help brands provide excellent service to their customers. It eliminates the number of touchpoints and provides real-time engagement to customers across the globe without any hassle.
Video chat has gained a significant foothold in delivering real-time conversations and is an important tool for a successful customer engagement model. You can identify the problems faster and offer effective solutions by having face-to-face personalized conversations.
Bathstore decided to align the website as well as the in-store experience with personalized service. They used live video chat to offer direct assistance in the complex customer journey across many channels. As a result, the company witnessed a higher average Net Promoter Score (NPS).
A social media marketing strategy has the potential to boost consumer engagement, notify your followers about the latest business promotions, and encourage repeat sales. GlobalWebIndex says, “54% of social browsers use social media to research products.”
Businesses should leverage social media platforms for online customer engagement plans and develop a better connection with them. Being available on social media goes a long way in terms of customer loyalty and differentiates your business. When used correctly, social media tools can give an immense boost to your brand.
One of the brands that have mastered the art of audience communication on social media is an American ice cream company, Jeni’s Splendid Ice Creams.
The company interacts with its followers regularly, saying thank you, and answering questions as they come in. Such prompt interaction shows Jeni’s commitment to its customers, its employees, and its mission.
From developing strong interpersonal customer relationships to promoting your brand, social media can be a great platform.
One of the essential aspects of an excellent customer engagement marketing strategy is to ask customers for feedback. Customer feedback is a review of a brand’s product or services that comes directly from customers about their satisfaction or dissatisfaction.
“Gartner predicts that before 2023 more than 50% of organizations will redirect their investments to customer experience innovations.”
Acknowledging what your customers perceive about your brand is an important aspect of a customer engagement marketing plan.
To make website user engagement activities successful, it is critical to collect customer feedback regularly as it allows us to personalize engagement with the customers in the right way at the right time.
The best way to keep your brand stand out is to stay connected with your customers and prospects. Even if a website visitor did not become a customer at the first interaction, he still can be a potential buyer.
One important aspect of improving the customer engagement plan is to have regular conversations with your prospects, customers, or churned customers.
And if you don’t do regular communication with customers, nothing else can work for your Shopify store marketing strategy, resulting in a loss of conversions and sales.
Being in touch with customers and prospects can offer several business benefits. You can build goodwill and value for your business and keep your customers returning to your business. This will not only increase revenue but also develop better customer relationships.
In-app messaging is an effective way to communicate with customers. It provides a great way for brands to inform, engage, and sell to customers regularly. With perfectly designed personalized in-app messages, you can build lasting engagement throughout the user journey.
You can design in-app messages for special segments of users, and in-app notifications add more value. In-app messaging is not only about user engagement strategy but also about creating a stronger product experience. Some common use cases of in-app messaging are as follows:
Harvest, a time-tracking app for teams, displays a simple modal when users log into the mobile app. The tip positions the value first, so it’s quick to skim and then follows up with a “get started” CTA that takes the user right where they need to go.
Thus, Harvest used in-app messaging to train users with bite-sized tips and has set a good user engagement strategy example.
Businesses offering free trials provide an opportunity for prospects to try your product or service in their context. Through free trials, you can focus on providing actual value to your users before the period is over.
American Marketing Association found that customers signing up for free trials behaved differently than customers who paid for a product right when they signed up. The free trial strategy differs from business to business. It could be in the form of a subscription or free sample for some businesses.
We at REVE Chat offer a 14-day free trial to customers to explore the product features thoroughly. To convert free trial users, you have to nurture them through personalized communication. It is quite helpful to personalize your conversations during a free trial as you are giving them time to explore your brand.
Customer loyalty can not be achieved overnight. Customers have their own goals defined and they are loyal to businesses that understand their needs and fulfill their expectations. Building a good loyalty program can gain significant growth in revenue.
Rewarding loyal customers should be an integral part of your loyalty programs. After your customers who are your frequent buyers certainly deserve some reward from you.
Some ideas for rewards are early access, sending invites for special events, surprise customers with unadvertised discounts.
Ridley created a customized loyalty program to match Ridley’s specific needs.
The loyalty program was very simple. The customers have to download the Ridley app, and every time they purchase a Ridley product in participating supply stores, they earn a stamp that is saved in the app. When a customer collects five stamps, the customer receives a digital $10 voucher, which they can use on their next Ridley purchase.
Measuring user engagement with the right metrics is crucial as it can provide actionable insights about your user’s perception of the brand. The insights can provide invaluable information on what is resonating within your product with your users or not. Based on it, you can shape your roadmap going forward.
Here are the key user engagement metrics to measure user activities:
User engagement strategies refer to the meaningful actions undertaken by app users with your brand. It can be defined as an emotional and behavioral connection between a user and your application. Usually, users drop off, and engaging them with different ideas is key to their returning and converting.
Effective communication can be a part of the user engagement strategies, which helps to engage clients and reduce the churn rate significantly. Further, it keeps your users notified about product updates and identifies the issues before they become problems.
Here are the key strategies that help you increase user engagement:
The prime importance of a customer engagement strategy in driving revenue is undeniable. More engaged customers mean higher customer retention, lower churn, increased loyalty, customer lifetime value, greater sales, and revenue. Here are two great customer engagement examples for businesses to learn.
Buzzfeed Tasty sets a good example of how to build a client engagement process.
The seamless experience allows customers to connect to the brand instantly and invest in it.
To engage clients properly, Zips Car Wash needed to keep track of customer contact information and their customer data under one platform.
They uploaded their list of email subscribers and with just a few simple clicks, they invited subscribers to sign up for their customer loyalty program, Zippy Rewards.
Their efforts for customer engagement programs paid off. After sending just one email campaign inviting loyal members to join their program, they acquired thousands of new loyalty members and experienced a 9% conversion rate.
As a brand, developing a thoughtful customer engagement plan should be the foundation of a business. To survive in a competitive market, all you need is to focus on understanding your customer’s needs, identifying your core messaging, and communicating it effectively.
Ultimately, implementing the right customer engagement ideas and model would lead to building stronger customer relationships, better conversions, and improving the bottom line of your business.
REVE Chat brings you the ultimate customer engagement platform that helps your business to learn your client’s issues better and offer them first contact resolution. Sign up with REVE Chat and level up the customer engagement strategy of your business.
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