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Nowadays, the online market is highly competitive and quite oversaturated. Online businesses must compete for every customer and ensure that their customers are satisfied so that they’ll continue to make purchases. The best way to guarantee customer satisfaction is to keep them engaged as much as possible.
Al ot of companies even use a workflow management platform to develop customer experience strategies and monitor engagement levels. The main reason is that even a slight mistake can anger customers and force them to bounce off.
That’s why it’s of the utmost importance for businesses to focus on their customers from the moment they interact with you as potential leads to even after they’ve made a purchase. With that in mind, here are a few ways to boost customer engagement across multiple channels.
Provide a Seamless Browsing Experience
In most cases, your customers, as well as potential customers will spend a lot of time on your website. It is vital that you provide them with the best possible browsing experience to keep them engaged. In other words, your website functionality and performance must be able to meet customer expectations. Here are a few ways you can do that.
- Ensure optimal website speed and page loading time.
- Have high-quality website design with plentiful visuals.
- Implement a responsive design to ensure mobile-friendliness.
- Enhance website security.
- Include a blog to provide customers with additional content.
- Have a clear information hierarchy.
- Optimize website navigation.
You have to give customers a good reason to spend more time on your website pages. The more time they spend on your website, the greater the likelihood that they’ll make a purchase or convert in some other way.
Create Awesome Content
Content is considered to be king for a good reason. It can provide value to customers in the form of education, entertainment and information. In other words, content will keep your audience engaged wherever they may be. Just make sure that your content has high-quality and that it is highly relevant to your customers.
If so, content can easily be distributed across multiple channels to serve different purposes depending on which part of your sales funnel your customers are currently at.
Content marketing alone can be used to boost customer engagement levels or it can complement other marketing strategies, such as email marketing, social media marketing and so on. More importantly, make sure you use different types of content, such as articles, videos, webinars, podcasts and infographics to ensure better customer engagement.
Engage Your Customers on Social Media
Social media platforms are ideal channels for boosting customer engagement. You can interact with your customers on various social media channels whenever it’s needed. The main reason is that most online consumers spend a lot of time on social media anyway.
What’s best about social media platforms like Instagram, Facebook, Twitter and so on is that they have built-in tools that can help you target individuals and develop engagement strategies. In addition, you can create contests, polls, events, giveaways and various other activities on your social media pages to keep your customers engaged and entertained.
However, you must interact with your customers on social media frequently or they might soon forget about your business. The main reason is that you’re not the only company that’s trying to get your audience’s attention. All of your competitors are trying to do the same.
Make Yourself More Available to Customers
Part of keeping customers engaged is being available to them at all times. Customers will inevitably run into some issues with your products and services or they’ll have some questions.
That being said, around 51% of online consumers expect from companies to be available to them 24/7.
That’s easier said than done. Fortunately, there are means that can help you meet your customers at least half way. Therefore, here are a few things you should consider to make yourself more available to your customers.
- Consider implementing a chatbot feature.
- Enable live chat feature on your website or online store.
- Create an FAQ page or a knowledge base for self-service.
- Enable customer service and support on other channels, such as phone, email etc.
- Ask customers for feedback frequently.
Meeting your customers’ expectations isn’t always easy. For example, the 24/7 availability requirement can only be achieved by chatbots and not every customer prefers to chat with a bot rather than a real hime no matter how human-like chatbots may be. That’s why you must do what you can and hope for the best.
Keeping your customers engaged is not easy. It’s a constant effort that requires adjustments and improvements at all times. That said, you never know when your customer’s preferences may change. After all, modern technology and market trends can significantly impact consumer behavior and purchasing habits.