What is customer engagement?
By definition, it is the process of actively building, nurturing and managing relationships with customers or end users.
In the past, the concept of connecting with customers was not significantly higher than call center agents, who dealt with issues of product and answer basic customer questions. The employees were expected to provide basic support, and the customers were expected to solve any problem brought to their attention – but not much more than that.
Fortunately, things have changed.
Today, successful businesses know that customer and customer engagement is essential for success. As a result, the importance of a strong customer support team is taken more seriously.
Even so, only a few employees in customer participation are dedicated to answering questions. For best results, you should have a clear customer engagement strategy.
Why you want a customer engagement strategy?
If you are not sure what the customer engagement strategy is, then you are definitely not alone. In fact, many businesses still see customer support as a customer. But with the right attitude, it can really help to increase your business.
The reason for this is that customer interaction can be extremely valuable for acquisition and retention. In a survey, 68% of the customers said they would stop using a service because they believed that the company did not care about them.
This means that it is necessary for the retention to connect with your customers regularly. And if you take an active, development-centric approach, then there may be a positive ROI in your customer service efforts.
But some goals are needed to achieve these goals – and this is where the customer plays the engagement strategy.
This is primarily a framework of strategies that you can use to promote your engagement level as well as concrete guidelines, which your team can use to shape your conversation with your customers. May be.
How to increase customer engagement
These 4 tips can help you increase your customer engagement and maximize your ability to contribute to the overall goals of this channel.
- Ask for feedback
One of the easiest ways to promote engagement is to take the time to interact with your customers. If you ask for feedback on various aspects of your company, then it is particularly valuable.
This approach not only shows that you value their opinions and needs, but this can result in helpful insights as well. The simplest way to ask for feedback is sending the survey.
You can use the survey to conduct this survey to see how satisfied customers are to any aspect of your business – but if you are focusing on promoting customer engagement, then you can use them to see it What are the users about your service and support?
For example, you can send an automated survey via email, ask customers who have reached to rate customer support that has reached your team.
The answers to these surveys can serve as the basis basics because you work to promote customer engagement. And while multi-option questions are a solid starting point, it is also a good idea to include open-ended questions.
Ask customers what your team can do better, and tips on how to improve your experience with your business. When you use these suggestions to shape the engagement strategy of your customers, then you can count on the steps you are taking in the right direction.
- Create sympathy culture
If the customer does not believe that your company cares, they are not likely to be loyal to your brand. In this sense, the way you deal with your customers is equally important as the products and services you offer. And one of its most important elements is sympathy.
Although many businesses focus primarily on the technical aspects of providing excellent customer service, it is important to remember that sympathetic customer support is one of the most important skills in the team.
In fact, a study has shown that customers have rated “sympathetic support” as the most effective factor in their interactions with customer service teams. So when you work to improve your customer engagement level, encourage your team to bring a sense of sympathy for each of your customer interactions.
Rather than focusing at all speed, they are worth their time to connect with each customer and tell them how valuable their value is. When your customers hear and understand, they will be more satisfied with your company – even if you can not always provide the exact resolution.
- aim to provide a superior experience
Customer service is a challenging industry. When support requests get stacked, and each customer feels something to complain, then it can be difficult to focus anything beyond working only through the queue.
But it is important to see only one task to complete each ticket. Instead, you should provide a better experience. Being willing to go above and beyond the standard expectations, you can make all the difference in how customers understand your brand and how much you value them.
In fact, 80% of US consumers say they will pay more to ensure better customer experience. In addition, 78% of customers say that they recommend brands for their friends and other contacts after great customer experience.
So if you’re looking to maximize your customer engagement level, then “enough” is not going to bite it. Establish a reputation for better service, and you will be more successful in building a loyal customer base.
And when you believe that the customers you influence, they are more likely to recommend your colleagues, investing in a better service is essentially an investment in marketing.
Therefore, if there is more than expectations, there may be a little extra work, it is worth it – and can pay for your business in an important way.
- Give your agents the tools they need to achieve success
The most versatile customer service agency needs tools and devices. Eventually, dedication to customer engagement will not do any good to them if they do not have the means to connect with your customers and customers.
Unfortunately, there is a shortage of many businesses in this area. In a Calabrio study, 44% of the customer service agents cited lack of equipment as their biggest problem.
So before you put your customer engagement strategy in place, or set a new goal, make sure that your team has the tools needed to do their job. For further clarity, this does not mean that it is necessary to invest in the top-of-the-line software.
Ask employees who spend the most time with customers, what kind of tools will help them work more efficiently, and you will get a very clear picture of providing them.
It is also worth noting that in the same Calabrio study, 33% of respondents said that they want better technology to provide a view of the customer. This shows that many customer support teams are satisfied with communication equipment at their disposal, but they are looking for more data.
Tools that maximize the understanding of a client working with the customer, can help them to help each person more effectively and accordingly prepare their approach.
But again, it is not to say that every team needs such a tool. So before you invest in any new help desk software, ask your team what they want – so that you can connect them with your customers more efficiently.