Customer engagement is the result of the connection between your customers and your brand. The more engaged your customers feel on your website, the more likely they will purchase, become repeat customers, and even promote your brand. One of the best ways to boost engagement on your website is via community chat.
You want your customers to have a consistent, inviting experience to encourage them to return in the future. In a brick-and-mortar store, you have a human connection with your customers. You can do that with them and get to know them. However, this isn’t always the case with a website visitor. Typically, the only interaction you’ll share is when they buy something.
However, this should not be the case. There are several ways that you can reach out to your customers while they are browsing. There are modern communications apps that allow you to drive conversations and build long-lasting relationships.
Following are five ways that community chat can boost customer engagement on your site.
Automated Chat Greetings
When it comes to brick-and-mortar stores, the best ones are known for their customer service. You’re greeted by a clerk when you enter, and they tell you that they are there if you need any assistance. They may tell you about the current specials they are running as well.
For many years, this was missing in the world of eCommerce. If a visitor encountered an issue on the website, they had to contact a customer service agent- which sometimes meant waiting for an email or text back- or they could just go to another site. Many people don’t really want to wait or don’t like making calls to begin with, so they just chose the second option and went elsewhere.
This is where live chat comes in handy. If a customer has an issue, they can talk with someone immediately. Some live chat apps even have features that help spot customers that seem to be struggling. Perhaps they keep returning to the same page, or they visit the frequently asked questions page. This triggers the chatbot to greet the customer and then connect them with an agent if the customer responds with their problem.
When it comes to eCommerce, the most significant issue is cart abandonment, which occurs because of anything from unexpected shipping costs, researching to buy later, lack of an express shipping option, and so much more. Several of the reasons for cart abandonment can be solved with chat features. For example, if you find that customers are being lost in the checkout process, have your automated greeting pop up 15 seconds after the customer enters the checkout process. They will see the message offering them help at the point where they are likely to give up.
Catch the Customer’s Eye
Storeowners have traditionally placed signs in front of their stores to get the attention of people passing by. However, they understood that an attractive storefront doesn’t always do the job – especially as competition grew. This is why they began adding signs to stand out above the competition.
The same concept applies to eCommerce. If you believe that some of your customers may overlook the chat window, add graphics to catch their eyes. If you show a proactive willingness to help them, you build trust with your customers, and a beautiful design will just increase this experience.
Predict When You Need More Staff
There are different peak hours/days for different stores. For example, some stores see an increase in traffic during the weekdays, and others see an increase in traffic on weekends. If you know the traffic trends for your store, you can make adjustments to the number of live chat agents that you have to make sure that customers get the help they need quickly.
While it’s true that you could potentially increase the number of chats each agent is handling at once, it’s best to add more agents; after all, the more chats an agent is handling, the more difficulty they will have providing good customer service.
If you don’t have enough agents during peak hours, you won’t be able to handle all of the chats, which means you’re more likely to lose customers.
Reach Return Visitors
A return visitor has visited or purchased from you in the past. If they’re coming back, they are most likely going to be making another purchase. They know what you offer, they are familiar with your site, and they’re probably happy with their previous purchase. It might be a bit early to consider them loyal customers. Still, if you make this a positive experience, you may be able to elevate your relationship to the next level.
One of the best benefits you can provide to your customer is personalized recommendations based on what they are interested in. When you know their interests, you can provide them with strategic offers. For example, perhaps they are interested in a pair of shoes- you can offer them a waterproofer or a pair of insoles.
Chat with Site Visitors & Facebook Fans
According to research, there are more 2 billion active monthly users on Facebook, making it the most popular social media site. The chances are that your current and potential customers all have Facebook pages.
They’re already hanging out on Facebook, so why not engage them there? Open your Facebook fan page and respond to incoming messages via Messenger by integrating them into your website. This way, all communication comes through one source instead of multiple places.
Conclusion
Most people shop online these days- it’s just easier. However, it takes much more effort to engage with your customers than it does in a brick-and-mortar store. However, you can use community chat to increase your site’s engagement. Reaching out to customers before they reach out to you is a proactive approach to solve their issues before it becomes an issue. Check out https://viafoura.com/community-chat/ to learn more.
