How do you engage customers digitally?
From making a purchase online, to installing an app, to seeking customer service via social media, today’s customers are increasingly embracing digital channels when interacting with companies. And it makes sense. Digital channels are win/win for the buyer and seller. They allow customers to get answers and resolve their issues more quickly. And when digital customer experience is done well, customer loyalty soars and contact centers run more efficiently.
So how do you engage customers digitally? Here are six proven ways.
1. Make information available online
One of the fastest and easiest ways to engage customers digitally is to simply make as much information as possible available online. Build out your frequently asked questions (FAQ) page. Publish user guides that provide step-by-step instructions for solving common problems.
2. Allow customers to complete digital transactions
Another way to engage customers digitally is to allow them to complete as many transactions as possible through a digital channel. Let them create shopping lists and save wish lists. Show them their purchase history, provide real-time updates on their order status, and allow them to complete returns.
3. Personalize offers
Modern website technologies and call center software provide companies with rich data that can be used to engage customers digitally. Use this insight to surprise and delight your prospects and customers. Recommend add-on products based upon what’s in their shopping cart. For example, if a customer is searching for queen-size mattresses, provide personalized recommendations for queen-sized bed frames.
4. Offer live chat
Online chat is gaining traction as a preferred communication channel between customers and businesses. Not only does NICE CXone benchmark research show that chat is one of the top support channels for ease of use, but it also results in some of the highest satisfaction and loyalty rates.
5. Embrace automation
Because they are always on, chatbots can engage customers digitally any time of day, any day of the year. Thoughtfully implemented chatbots, paired with ability to escalate to a live, human contact center agent when necessary, are an efficient way to connect with customers digitally.
6. Focus on continuous improvement
The last recommendation for digitally engaging customers is to focus on continuous improvement. To do this, it’s important to understand the buyer’s journey, make it easy for customers to provide feedback, embrace the recommendations customers provide, and implement improvements that will encourage them to continue to engage with you digitally.
