During the pandemic, the ways we interact with customers and the technologies we use have evolved considerably. As a result, many organisations' shift to digital-first engagement has accelerated and will undoubtedly continue in the times to come.
Customer engagement procedures must be reworked to enable a higher volume of contacts across a broader range of channels. But, in our rush to connect with customers through their preferred channels, are we overlooking the ultimate aim – the chance to infuse those customer interactions with the brand promise? The correct customer interaction methods can make a massive difference in your brand engagement strategy. These techniques will improve the customer experience, increase client retention, and finally assist you in attracting more potential consumers.
We present 5 engagement strategies for your business and how you can leverage them to solidify your brand marketing strategy. Read on!
Improve your customer service process
It's impossible to provide brand awareness and excellent customer service in a vacuum. It affects every element of your business and is dependent on every employee, whether or not they engage directly with your customers. That's why having a strong customer service culture is critical. It puts delighted customers first and encourages and empowers the customer care personnel. Everyone recognises the importance of service and is held accountable when it is one of your company's basic principles. This logic also works for your online customer service.
The value of online customer service should never be underestimated. Excellent online customer service programmes should focus on rapidly addressing client complaints and surpassing their expectations with the correct tools and techniques. Customers can be engaged, and strong relationships can be built when businesses take this strategy.
Offer customised/personalised services
Personalisation is gradually becoming one of the most popular methods for interacting with customers. Customers now demand products and services specifically tailored to them and their requirements. The concepts of customised service can be used in a variety of ways. It might be as basic as showing them a location-based ad or emailing them using their first name to ensure brand engagement. It might also be more complicated, like utilising machine learning and artificial intelligence to provide more relevant services.
It's easier to personalise unique ads, segment audiences, and strategise about each touchpoint on your customer's journey with a platform that collects all of your customer data in one place. Hyper-personalisation isn't just passing through; it's something you can start incorporating into your marketing plan right now.
Offer ease of visual engagement
Any technology that engages customers visually can help you create a more human experience. There are many ways of incorporating them into your brand marketing strategy.
Co-browsing: Support agents can interact with a customer's web browser in real-time using co-browsing technology. If a customer is having problems filling out a form, for example, the support agent can launch a co-browsing session and take control of the customer's screen to assist him in completing the form.
Video Calls: One way of brand engagement is adding a personalised touch to your online experience through the video call feature. You can use video chat to showcase your products to your consumers and solve their queries, allowing them to engage with your brand. On the internet, where most interactions are text-based, video chat can compensate for the lack of a personal connection.
Take your communication game up a notch
It's no surprise that businesses are increasingly embracing SMS to communicate with their customers. However, just because your customers notice your messaging doesn't mean they'll respond. There are several aspects that influence conversion decisions, but trust is one of the most crucial. Therefore, businesses need to transform their brand marketing strategy and communicate with their audience smartly.
Communication with your customer (regardless of channel) is founded on mutual trust, like a good relationship. Unfortunately, when bad actors (hackers, spammers, and the like) enter a channel, everyone's trust is weakened.
To establish a seamless and trustworthy client experience, businesses should look for a service that allows them to register for verified phone numbers and APIs. When you approach messaging with trust, intention, and quality, you increase the probability of converting people into long-term customers for your company. Smart communication is essential for an effective brand marketing strategy.
Use technology to improve end-user experience
Many companies are incorporating digital virtual assistants into their customer service process. As a result, it's no surprise that upgrades in voice AI are on the way. Customer voice calls will be smoother and more personalised due to this.
Automated voices and pre-recorded responses are still common. The next generation of speech AI, on the other hand, will be able to recognise and extract key signals from unstructured natural talks. As a result, customers will be able to get to the correct place at the correct time without navigating a maze of pre-recorded robot calls. Technology is an excellent way of increasing your brand awareness.
Customers may find digital channels extremely handy, yet, in some cases, a receptive human voice on the other end of the line is required. Allow customers to communicate with technology when they want it and switch to interacting with a person, as per their preference.
Measuring the metrics is necessary too
Measuring the appropriate level of customer service KPIs and metrics are critical since they help you analyse your marketing efforts, assess efficiency, and increase customer retention. It also aids in the awareness of changing trends and developing online customer services and brand marketing strategies with the same objective.
Today, keeping your customers engaged is crucial, and marketers should start adapting to the changing marketing scenarios.
