Semalt: User Engagement Tools
Table of Content
2. Benefits of Using User Engagement Tools
3. Some Top-notch Customer/User Engagement Tools in Use These Days
- Social Media Platforms
- Messaging Platforms
- Live Chat/Chatbots on Website
- Customer Surveys
- Website Info Base
With so many companies and enterprises vying for your customers and clients' attention, you need a way to keep your customers and clients drawn to you. The main purpose of user engagement tools is to get your existing and potential clients/customers drawn to you. With user engagement tools, the communication process and pattern between you and your customers would be seamless and cordial.
What are User Engagement Tools?
User engagement tools are software tools that are designed to build cordial interaction between you and your audience/customers. These tools are created to personalize and contextualize communication between you and your clients.
Benefits of Using User Engagement Tools
1. To Shorten the Buying-Selling Cycle
Most times, potential and even existing customers need personalized information about products and services before they make their purchase. They need to be assured that the products and services you are offering them will be worth it. Also, they would want to determine if the products are the right fit for them. Only after being well-assured will they make their purchase. By making use of user engagement tools, you can offer them all the necessary information fast enough to hasten the sales cycle.
2. To Boost Customer Loyalty
Customers and clients usually play an emotional game; how to gain your customers' loyalty is by building a cordial emotional relationship with them. By forging strong ties with them through the use of user engagement tools, you'd be able to gain and retain their loyalty. Of course, you know that where there is customer loyalty, revenue remains constant because the customers will keep returning to your brand instead of being hitched by your competitors. Also, they would refer potential customers from their circle to you.
3. To Boost Revenue
All businesses have revenue as their baseline. This means that business owners actively seek ways to boost revenue. Well, building loyal customers is a way to maintain regular revenue while also boosting revenues. The use of user engagement tools helps retain loyal customers that keep bringing money.
Besides, user engagement tools entice potential customers to purchase products and even keep coming back for more. Also, if customers enjoyed the service they received from a business, they would refer other potential customers. This helps bring in more money.
4. To Establish Brand Identity
Once you can integrate top-notch user engagement tools into your brand, that would become your brand's individuality. Your customers would come to associate your brand with top-class customer service and service delivery. This fantastic image would endear your brand to both new and existing customers.
5. Helps Saves Cost
Using user engagement software helps reduce the cost that would have been spent on hiring several members of staff to handle customer relationship services. Also, user engagement tools tend to be more efficient and productive than human hands. Combining efficient human hands with user engagement software ensures that customers get the best of everything. It is an easy way to make your customers feel valued and remain loyal.
Some Top-notch Customer/User Engagement Tools In 2020
From the above, it is obvious user engagement tools play a very important role in today's businesses. Here are some of the best customer and user engagement tools that will catapult your business to the next levels. Each work differently, but they have the same goal- that is, to help you build a quality and rewarding relationship between you and your customers.
1. Social Media Platforms
Social media has become an integral part of society. With billions of users on social media, it's only right that you make use of social media to engage with both your potential and existing customers. Asides from being a rooted hub for advertisement and customer outreaches, using social media for user engagement will greatly boost your brand.
It will create the opportunity for two-way communication between you and your clients. For instance, brands use the likes of Facebook, Instagram, Twitter, LinkedIn and co to communicate with their customers. Businesses can post updates about their products and services on their social media pages for existing and potential clients to see. Of course, the clients and customers would also like, comment, repost, retweet their reactions to the content.
In a way, using social helps keep the businesses in the mind of the customers through social media posts and updates. It is also worth knowing that social media itself is now a sales hub. Buying and selling now occur through the likes of Facebook and Instagram; you can order your desired products there and then. Even LinkedIn is favoured by B2B businesses and companies due to its professional outlook.
Through social media, customers can also air their complaints and grievances to the businesses and have them resolved fast. Similarly, they can post positive reviews of patronized businesses based on the top-notch service they experienced on the social media pages, particularly Facebook, of those businesses. This would make potential clients and customers patronize the said brands.
2. Messaging Platforms
Customer-business communication and interaction are essential to businesses that plan to stay on top during these hard times, this makes the use of messaging platforms have become unnegotiable. The use of messaging platforms and apps for customer engagement is proving effective because it is building stronger ties between companies and customers. The fact that it is a direct connection is also very effective in strengthening business-customer ties.
Email is literally the most common means of communication between clients and businesses, especially service-offering businesses. But asides from email, WhatsApp, Facebook Messenger and even the regular SMS are also modes through which the business interacts with its audience.
These platforms aided customer service/support and ensured the survival of most business during the Covid-19 pandemic. You could also showcase your products through these platforms, and customers would order them seamlessly. It is also worth knowing that customers are more likely to purchase products if they are able to first interact with the customer care representative of their proposed brand.
3. Live Chat/Chatbots on Website
With the dawn of the online shopping era, it has become important for businesses, particularly ecommerce stores, to have live chats or chatbots on their websites to interact with customers. Unlike physical shopping which gives customers the opportunity to interact with physical sales reps, online shopping does not have that.
What comes close to this is the use of live chats or chatbots to communicate and interact with the shoppers in the place of a physical rep. By including live chats or chatbots on your website, online shoppers would not feel all alone when they peruse your e-store. This is why every business today need to have a very interactive and engaging websites. Fortunately, companies like Semalt help you design websites that are very engaging and tailored to your business needs.
Even if your business doesn't have to do with online shopping, a live chat or chatbot button will enable potential customers to interact productively with your business. It is time-saving for the customers as well because they do not have to wait for ages before they get through to the customer centre or service agent. That immediacy that live chats and chatbots offer will endear you to the customers. Also, it would reduce the risk of you losing customers due to lack of interaction.
4. Customer Surveys
Customer surveys give you an insight into what your customers think and feel about your brand, your products as well as your approach towards them. By knowing their thoughts concerning diverse affairs as regards your business, you would be able to improve your brand, products and customer service. It's important to know how satisfied your customers are with you as well as how you can serve them better.
This is because happy customers translate to happy business. Once they are satisfied with your products and services, they would remain loyal and even refer you to more customers. Additionally, the customer survey will help you to enhance your business in ways that will benefit your customers even more.
In fact, you might even rebrand your business and expand it to be a global enterprise. Information from the survey can provide you with the much-needed insight to do that. Similarly, allowing customers to fill customer surveys shows them that you value their thoughts and opinions. It would make them feel more appreciative of you. And you know what that means? You gain their loyalty!
5. Website Info Base
Website info base is another tool you can use for your website to encourage engagement. When you include an information base on your website that provides answers to FAQ (frequently asked questions), website navigation guides, pictures and videos concerning products and services, self-service would become an option for the customers.
By providing all the needed information in an organized and easily accessible format, customers would find it easy to get all they need from your website without necessarily having to wait on customer service representatives. Also, they would learn more about your products and service enough to be convinced to make their purchase. This is a win-win situation for you because you get to keep them engaged, encourage them to buy products and even keep them coming back. Visit www.semalt.com to see various products that you can use to enhance your website.
Whatever business you do, there is no doubt that user/customer engagement tools are of great importance. They would help you interact well with your customers and build their trust/loyalty. They also boost your revenue and make customer self-service easier and more effective. It is also worth knowing that most of the services above are very affordable. So, you see? You have nothing to lose, but so much to gain by introducing them to your business.