Every relationship needs constant efforts to make it last. The relationship between businesses and customers is also the same. Today, it has become imperative for businesses to drive customer engagement and offer rich customer service. According to a Forrester report, 72% of businesses have stated that improving customer experience is their top priority. You can see the demand for better customer experience and engagement in the below stats as well:
- 86% of customers have said that they are willing to pay more for a better customer experience
- 54% of customers believe that companies need to transform the way they engage
- 64% of customers expect personalized engagements based on their past interactions
- 67% of customers prefer self-service to company representative communication
- 32% of customers will walk away from a brand after a single bad experience
Today, there are several ways by which you can speed up customer engagement. Here we have listed the top 5 tools that can act as a catalyst for boosting your customer engagement.
Top 5 Best Customer Engagement Tools
Social Media
Social media began as an effective way to keep in touch with friends and family. But now, businesses are utilizing this platform to boost their marketing, sales, and customer engagement. Social media helps you to communicate with your audiences. It helps you to build positive brand perception. Whether you’re a small start-up or a big enterprise, every business can use social media to drive customer engagement.
Small businesses can focus on one or two platforms for better returns. In contrast, enterprises can follow the omnichannel approach. This approach can increase their brand visibility and ultimately improve customer engagement.
Let’s have a look at a few impressive stats which will help you to understand the impact of social media on customer engagement:
- 81% of marketers said that their traffic increased when they invested less than 6 hours per week on social media marketing
- 71% of customers that have a positive experience on social media channels are more likely to use and recommend the brand to their friends and family
These numbers have made social media one of the favourite tools for marketers to drive customer engagement.
Chatbots
Chatbots have emerged as an effective tool to deliver prompt responses to customers. Powered by artificial intelligence, chatbots can engage customers with one-on-one responses. These quick interactions can increase customer engagement.
Before chatbots, companies used to take a long time to respond to their customers. It was because the agents had to talk to several customers at the same time. Also, they needed to go through several CRM and knowledge bases to find the answers.
Unlike these agents, chatbots are not limited in any way. Chatbots can drive customers engagement through the following ways:
- Chatbots deliver an instant response within 30 seconds
- AI chatbots can operate 24×7 to manage basic questions, thus reducing support tickets
- Chatbots are highly scalable during peak hours
Customer Portals
Many times, customers prefer to deal with the issue on their own. It helps them to get rid of waiting for the response. It also saves them from going through the hassles of back-and-forth communication with the support team. You can delight such customers by offering them a dedicated customer self service portal.
A customer service portal gives the customer autonomy and freedom to access their data for the below reasons:
- Order Tracking
- Viewing Purchase History
- Saving Favourite Items
- Seeking Personalized Assistance
By empowering your customers with a customer service portal, you can reduce the number of queries. A reduced number of queries can help your support team to focus on major and complex tickets.
Knowledge Bases
You can make your customer self service portal more robust with a self-service page. You can also have a standalone website that would act as a knowledge base. We live in a time where people prefer to Google their queries rather than asking for help. That’s why 70% of the customers expect the company’s website to have a self-service knowledge base.
With a knowledge base, you can offer access to crucial information about your business, services, and products. This access helps customers to find answers to their common queries. It also reduces the cost of customer service as you no longer have to deal with common and repeated queries.
Co-browsing Tools
The co-browsing tool acts as a catalyst that accelerates customer and agent interaction. It also makes the interaction more productive. Co-browsing enables agents to view customers’ web pages in real-time. It allows them to resolve complex queries in a quick and personalized manner. The benefits of co-browsing are immense; some of them are as follows:
- Deliver remote support and real-time assistance to customers
- Make your support more interactive by combining co-browsing with video chat and live chat
- Establish seamless customer communication for onboarding and demo
- Enhance business KPIs and team productivity
Conclusion
Driving customer engagement increases customer loyalty. In simple words, it makes your customers your brand ambassadors. These ambassadors share their positive experiences with their friends and family. Thus, increasing your customer base. I hope this blog guided you to discover various effective customer engagement tools. You can either use a few or all to speed up customer engagement, improve customer service, and increase profits.
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