Customers, today, are more empowered than ever, they prefer businesses that provide a seamless experience and prompt assistance across all touch points. That is why businesses need to concentrate on building a strong customer engagement strategy to grow business and increase brand loyalty.
In this blog, we’ll discuss the great customer acquisition strategies with live chat which help strengthen customers’ experience and their loyalty to your brand.
Why customer engagement is important
Customer engagement is one of the most significant factors of a business’s success. According to studies, a customer who fully engages with a company is up to 23% more likely to generate revenue than a customer who feels less connected to that company. Therefore, better customer engagement, your company will be more profitable.
Customer engagement benefits buyers and suppliers by increasing conversion rates and also satisfying current expectations of customers. Getting customers engaged throughout their buying journey is to develop loyalty and drive more leads to your business.
The relationship between customer engagement and customer loyalty is profound. A close customer will show their loyalty by repeating purchases and promoting your business by sharing on social networks and recommending others like their friends and family.
Information which is spread by an existing customer is perhaps the most important tool in a company’s arsenal. This communication can also help control what others are saying about you on third-party websites.
- Enhance brand reputation
- Increase customer loyalty and trust
- Provide valuable customer feedback and insights
- Improve customer experience
- Increase selling speed
If your company doesn’t have a specific plan to increase customer engagement, you could miss out on a lot of opportunities to increase revenue and nourish loyalty in customers. Having customers who trust a business will retain them for a long time, making them come and visit your business regularly.
More customer interactions make your brand more valuable to buyers and give out the customer insights which can help you with marketing like retargeting strategy or content development, even in sales processes like messaging and outreach.
Why Use Live Chat as Part of Your Customer Engagement Strategy
Live chat is a messaging channel that allows your agent to conduct real time conversations through websites or apps which serve as a company’s communication tool.
By combining your live chat platform with other capabilities, such as automation and bot agents, you can provide customers with immediate responses to their queries, form an actual scene in their use case or maybe even lead your client to the specialist. At least, live chat helps companies form more personal and intimate customer relationships.
In customer support aspects, the need for personalized interactions seems to be higher than ever. And Live Chat has been one of the new but extremely charismatic in recent years which is known as one of the highest customer satisfaction rates at 83%. ( Forbes)
So why should you favour live chat? To answer that question, let’s look at some reasons we have stated below.
1. Convenience
One of the most perfect means at this time to respond to customer interactions is live chat. This allows businesses to answer important questions quickly and efficiently.
In a world suffering from COVID-19, remote commerce has taken place globally. Think of industries like retail where the shopping process has transformed from traditional to an online business. And as companies are transforming their sales and support teams to become a fully connected remote workforce, live chat becomes even more important.
- 42% of consumers say they prefer to live chat over other support functions because they don’t have to wait on hold. (Inc)
- 79% of customers say that they prefer to live chat because of the immediacy it provides. (Econsultancy)
- 73% of customers say that valuing their time is the most important thing companies can do to provide them with good customer service. (Forrester)
These numbers confirm a simple but powerful assumption: they want to talk to you on their terms. If not, chances are they’ll look for an alternative.
2. Live chat lets you take the initiative
If you anticipate your customer’s needs, you win. You can trigger the drip campaign reaching out to potential customers to motivate them to reach a final decision with customised recommendation.
Proactivity: Showing up with the right message at the right time can boost your customer experience to the top.
3. Cost-saving
Live chats help you drive more sales at a lower cost than private chats which are slow, time consuming, and expensive. With a large number of customer requests, the costs for customer service increase exponentially.
Live chat improves operational efficiency by defining workflows and using specialized divisions. Much of your money is wasted on inefficiency workflows, which are avoided by having a streamlined process.
With Live Chat, you can allow your agents to work from anywhere and keep your business growing without worrying or costing your company dearly.
4. 24/7 Support
Customers usually don’t like to wait and they expect a quick response. When there is a 24×7 support team available, businesses can satisfy customers and get them to stay loyal with top-notch service.
Depending on the nature of your business, it’s possible that your customers simply cannot afford to wait for their problems to be fixed. If you take a customer-centric approach with a service team available at all hours of the day, you’ll be able to deliver solutions faster.
How to Engage Customers with Live Chat
Live chat is a good strategy for building customer engagement on your website. However, it is important to figure out how to launch it successfully . In this section, we’ll explore features that can create engagement opportunities and streamline it at the same time.
1. Greeting messages
When a visitor opens a live chat on your website, you can make an instant impression using a powerful greeting message.
There’s no such thing as ‘the best greeting’. It all depends on the situation that you are in. With live chat, you can easily create a welcome message for all your other communication channels.
2. Notification
Notifications are another customer engagement feature that live chat offers. It keeps business informed of your upcoming sales, discounts, product updates, and more. The customers can even be notified of flash sales coming up immediately. This will draw the visitor’s interest and encourage them to click through and check out the sale..
3. Bot Agents
It is true that bots not only streamline your customer support process; but also enhance engagement on your website. In any case, you can provide 24×7 support to your customers and ensure the customers will receive the prompt response to common questions when you assign a bot as an agent.
4. Chat Routing
Finally, another feature that you can use to enhance the interaction with your customer is chat routing.
It is to get the customers to the right department serving their needs, they would be likely to stay engaged longer, which helps your team detect the right expectation and offer better solutions to them.
Customer engagement is a very important factor for business as it reflects the emotional connection between brands and customers. If you want to improve your customer engagement, you should provide a high-quality experience, which is not possible without effective communication. So let’s have a go, Live Chat ought to be a bundle communicating solution for your business!
