The modern customer is evolving almost daily. Now that customers have realised their place in the scheme of things, they are becoming tough to satisfy. They are more discerning and demanding and have also decided that instant response is well within their rights. This means that as a business, the ball is always in your court.

It is no longer enough to pique the customer’s interest. You must ensure that your content is fresh and authentic to capture and retain their interest. However, your rewards will be proportionately high if you do it right. Your online conversions will multiply, and the bounce rate on your website will drop dramatically.

From our experience, we can assure you that this can be done, and it can be done well. However, increasing customer engagement is tough, an uphill task for the uninitiated. In this blog, we try to minimize your learning curve and provide you with three things you can do that will help you boost your online engagement with customers and reap the resulting benefits. Let us face it. Customer engagement is essential in gaining customer loyalty and reaping the resultant benefits.

What is customer engagement?

Customer engagement is how a company engages with its customers and provides them with the required services and solutions. Done effectively, this will ensure that the customer has a great experience with you and goes on to become a loyal customer. Customer engagement makes the customer feel special and valued through regular positive interactions. It also keeps them interested in the products you offer. This helps –

• Brand affinity
• Customer satisfaction
• Get better feedback
• Retain customers
• Speed up the customer journey

Simply put, customer engagement is communication between you and your customers. It helps you stay in touch with them, offer the best service, and learn about their expectations and needs.

Customer interactions can be from your website, social media page, blogs, email marketing, etc. When you offer an omnichannel marketing experience, it helps customers engage with you on the channel they are comfortable with. This also improves your reach. The more channels you have, the better and more chances for you to have meaningful interactions with your customers to help move them towards completing their purchases. Engaged customers are more likely to make purchases and become repeat customers.

Tracking Visitor Data

One of the best ways to better engage with your customers is by tracking visitor data. This helps you gain invaluable insight into customer behaviour that you can utilise in improving their experience while providing them with the right input at the right time. This results in a more personalised experience, and the more data you have, the better you can help your website visitors. This is done with Artificial Intelligence. Tracking online behaviour patterns, time spent on site and evaluating the pattern or return visits. It is possible to build a predictive model which can give us a better understanding of how likely it is that a visitor will convert to a customer.

Personalised Online Experience

Once you have sufficient data on your customers, you must use it to showcase your products in a manner that is tailored to their requirements. Personalisation of the data helps grab the customer’s fickle attention. Today customers want fast solutions and only look at content tailored to their needs. AI has developed enough to provide the customer with what he is looking for. Machine learning models can identify if a visitor will engage better with industry-specific content or live chat conversation and deliver accordingly. This works similarly to customer pattern recognition which allows for a personalisation that works as a website recommendation tool and makes suitable recommendations.

Communication Marketing

The third link ensures that you have the means to engage directly with your visitors and ensure they participate in the engagement actions. We have identified the most powerful among them as “Live Chat”!

Live chat is a means of instantaneous communication between you and your customer. It is highly beneficial for customer loyalty. However, it comes into its own as a conversion tool. A chat with a person who is undecided about his purchase, wherein all his questions are answered in real-time, can mean the difference between making a purchase or not! This is particularly true in the case of high-value or complex products and services.

Live chat is five times more effective than traditional email or phone customer care. Since a trained agent can talk to up to 5 customers at a time, it is also more cost-effective as they can only handle one customer on the traditional means of customer care like phones or email. As a personalisation tool, a live chat agent is ideal as it allows you to greet customers with personalised messages that relate to their issues.

Personalisation is no longer unique. In today’s fast-moving world of e-commerce, the right content at the right time is key for a business to make a sale. Tracking visitors and predicting their behaviour using AI and machine learning can help you get a better idea of what they are thinking and what the next action from your end needs to be to make a positive decision on their purchase. So why not try it out? You can deliver a much better customer experience with live chat-backed customer engagement to your website visitors. Managed live chat by LiveChat Agent https://www.livechatagent.com.au/ is there to help your website deliver the best customer enhancement possible.

• Author Details

Author Details

Tracey Horey

CEO of Live Chat Agent

Tracey Horey is a 20 year veteran of the Automotive industry and has been writing Automotive content and helping Dealerships optimise their digital space for over 15 years. Her experience working with various sized dealerships and her passion for exploring and understanding new tools for the auto industry has given her an in depth understanding of the challenges all dealerships face in a changing landscape.

accounts@livechatagent.com.au

1800 332 428