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Customer Engagement

What is customer engagement?

AI is radically redefining the customer engagement scenario. From computerized messaging to visual search, AI permits organizations to better support their customers' needs at more touchpoints through their journey. 

Customer engagement is the method of communicating with customers through multiple channels and reinforcing your relationship with them. For some organizations, this process starts with the first interaction and extends beyond the point of purchase. Organizations can engage with customers via social channels, emails, forums, or any other space they're consuming content.

What matters is offering customers value beyond just products or services. Customers are initially attracted to high-quality products, but relevant content is what makes them stay.

This is what can be taken advantage of in a customer engagement strategy. 

Customer engagement involves delivering timely, relevant and personalized content to customers. It’s important for the content to add value and make customers feel special and engaged. 

Customer engagement strategy

1. Make a strong first impression

Every day a potential customer comes across your product/ service for the very first time. This is why it’s important to remember that products should be designed keeping the customer in mind. 

The first screen your prospects see has 3 important roles-

  1. Explain how your product works to solve a problem.
  2. Motivate your users to get started.
  3. Let your users know how to get help, if and when they need it.

2. Build a brand voice

Customers prefer engaging with a brand that has a personality. Most brands differentiate themselves with a unique brand voice. This personifies the brand making it more relatable and establishes it as a thought leader.

Customers will look up to you as an expert in the industry that they can count on. 

3. Personalize customer experiences

Today’s consumers expect the brand communications they receive to be tailored to them at a one-to-one level. Earlier, that could only be done through agent interactions, but technology now allows companies to personalize communications on a wide scale.

Customers get ‘pitched’ a lot of generalized content throughout the day on multiple channels like emails, social media, or blog articles. For you to stand out from the crowd it is important to segment customers and offer personalized content, or short bursts of content that is highly relevant. 

4. Engage them on social media 

Social media enables brands to get up, close and personal with customers. Request them, thank them, call them out, offer them something to catch their attention. 

It’s essential to get to know on which platform your target audience exists and what content they enjoy consuming. This makes it easier to deliver exactly what they’re looking for which hooks them onto your brand. 

Knowing they have a social presence to trust can play a huge role in customer loyalty.

5. Use Email Marketing to Bring Your Subscribers Back to Life

One thing that haunts marketers is a dead email list. It’s a scenario that occurs pretty often and it goes pretty much like this – a user likes something, subscribes, but goes under the radar never to return again.

To counter this problem and bring users back to life, first try to figure out the reason they’ve gone inactive, and really get to know your intended audience. Then, try offering them something of value to capture their attention once again. Once they take action – WHAM! – you overdeliver by offering something they actually care about.

Chatbot for customer engagement

Artificial Intelligence (AI) is radically changing business, and chatbots, fueled by AI, are becoming a feasible customer service channel. The best ones deliver a customer experience (CX) in which customers cannot tell if they are communicating with a human or a computer. AI has come a long way in recognizing the content – and context – of customers’ requests and questions. They are ubiquitous on nearly every brand website today – making a significant mark in consumer-facing tasks through fast and consistent support.

  1. Available 24/7 for Your Customers

Being available 24/7 is one of the biggest benefits of using chatbots to engage your customers. Your support agents cannot be available throughout the day and night. Even if you have teams taking different shifts to provide 24/7 support, it’s going to end up costing you a ton in wages and overhead. Chatbots are an inexpensive and effective way to tackle this problem.

With chatbots, you can provide them with answers and solutions at any time, even when your customer service staff is unavailable.

  1. Chatbots continuously learn

Chatbots don’t just use AI to answer questions. They also use it to learn and automatically improve the quality of the support offered in the future.

You can also train your bots to provide better answers. You can use questions your customers have actually asked (or ones you think they will ask) to improve how your bot responds.

  1. Ensure a Personalized Customer Service Experience

One of the advantages that chatbots have over human agents is that they are machines. This means they have the ability to process huge data in the blink of an eye.

They automatically collect customer information and history from your CRM, instantly providing them with personalized responses that are relevant to their previous interactions.

This is extremely critical considering how human agents have to spend some time sieving through your customer database to find the most relevant information.

  1. Your team has more context on each customer

Customers who see chatbots on your website may be more likely to ask questions and understand your brand better rather than silently browsing and acting as an “invisible lead.”

With that first touchpoint from a customer, you have their information in your system. This is a great start: if they contact you again, your agents can use that conversation history to better understand their needs or just to make sure their first question was properly answered.

  1. Creates a consistent user experience

Finally, customer engagement chatbots can help you maintain a consistent, on-brand experience for your customers. Since you’re in control of the voice, tone, and language used in your bot’s responses, there won’t be any “we don’t say that” situations.

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