5 Ideas to Boost eCommerce Customer Engagement
There are a few key things that all customers crave when they interact with a company, regardless of the industry: feeling valued, appreciated, and heard. When these needs are met, customers are more likely to stay loyal to a company and keep coming back for more.
In the context of eCommerce, customer engagement is how you foster those key customer emotions through your website and online presence. By investing in ways to better engage with your customers, you’ll not only create a better online experience for them but also encourage loyalty and return business.
Here are 5 ideas to get you started on boosting eCommerce customer engagement!
1. Introduce Live Chat
Did you know that live chat has the highest satisfaction levels among all customer service channels, with 73% of customers saying they’re satisfied with the experience? That's in contrast with 61% for email and 44% for phone.
If you're wondering why it's because live chat provides an instant way for customers to get answers to their questions without having to pick up the phone or wait for an email response. This is especially useful for eCommerce businesses because customers often have questions about products, shipping, returns, and more – all of which can be easily answered through live chat.
Not to mention, the personalization that comes with live chat can make customers feel more valued. Taking the time to engage in a one-on-one conversation shows that you care about their specific needs and concerns. So, if you're not already using live chat on your eCommerce website, now's the time to start!
2. Send Cart Abandonment Emails
It's estimated that 88% of carts are abandoned, which means there's a lot of potential revenue being left on the table. The good news is that there are a number of strategies you can use to recover some of those lost sales, and one of the most effective is cart abandonment emails.
Cart abandonment emails are automated emails sent to customers after they've added items to their cart but haven't completed the purchase. These emails typically include a reminder of what's in the customer's cart, as well as a special offer or discount to incentivize them to complete the purchase.
Not only can cart abandonment emails help you boost sales, but they also create an opportunity to engage with your customers. By sending a personalized email, you can show your customers that you care about their purchase and want to help them complete it. And sometimes they need that – because life happens, and things come up!
3. Segment Your Customers
Customer segmentation is the process of dividing your customer base into groups based on shared characteristics. This can be anything from location and age to purchase history and interests.
Once you've segmented your customers, you can then create targeted content and campaigns that are specifically designed for each group. This is an effective way to boost engagement because it allows you to personalize the customer experience and make them feel valued.
For example, let's say you have a segment of customers who live in a certain area and who have shown an interest in your outdoor products. You could then create targeted content about upcoming outdoor events in their area, as well as special discounts and offers on outdoor products.
This would show those customers that you're listening to their needs and providing them with relevant information – all of which can help boost engagement.
4. Be Visible on Social Media
Social media is a great way to connect with your customers and create a more engaging online experience. By being active on social media, you can build relationships with your customers, answer their questions, and provide them with valuable content.
Plus, social media is a two-way street – it allows customers to give you feedback about your products, which can be extremely valuable. Not to mention, customers are more likely to purchase from a brand they feel connected to.
You never know; a simple social media post could be just what it takes to turn a one-time customer into a lifelong fan.
5. Use Gamification
Gamification is the process of using game mechanics to engage and motivate customers. This can be anything from offering rewards points for certain actions to holding contests and giveaways.
The goal of gamification is to make the customer experience more fun and engaging, which can lead to more sales and repeat customers. And it's a strategy that can be used in a number of different ways, so you can get creative and tailor it to your specific needs.
For example, you could offer rewards points for every purchase made or for specific actions like referring a friend or writing a product review. You could also hold contests and giveaways, which are always popular on social media.
And of course, you could always introduce a loyalty program, which is a great way to reward your best customers and keep them coming back for more.
All in all, gamification is an effective way to engage customers and boost sales, so it's definitely worth considering for your eCommerce business.
The Bottom Line
These are just a few ideas to get you started – but there are endless possibilities when it comes to boosting customer engagement. While these are tried-and-true methods that work for most businesses, it's important to experiment and find what works best for you. After all, engagement is all about creating a personal connection with your customers – so get creative and have fun with it!
And if you need help with automating your customer engagement, ConvertedIn is here to help. We offer a suite of powerful AI-based features that can help you boost sales, increase customer loyalty, and more. Contact us today to learn more about how we can help your business succeed.