Before this pandemic state that the world is currently in, lots of things were taken for granted. A plumber asks you whether you would like a new installation or some “ad hoc” fix, car mechanic tells you that he can fix your current problem. Or maybe a better idea would be to buy a brand new part? Also, your pharmacist suggests a unique cocktail of vitamins for your ongoing diet instead of the one you asked. Interactions were there. But with all this pandemic forced- social distancing, many people are avoiding eye to eye contact. Even in times of need, people are trying to keep direct communication with anyone to a minimum.
But what if your clients were people you only interacted with via emails, phone calls, skype, etc., even before these imposed measures? What if you offer digital marketing solutions, website, and app-building services? Anything that doesn’t require you to sit in front of your client, literally. Should you discard any ideas and thoughts your client might have?! Or create something he didn’t have in mind? Well, of course not! Customer engagement is essential!
But why is customer engagement so important?
In a most simplified version of the answer to this question, we could say that it forms a bond between you and your customers. It encourages long-term loyalty based on mutual growth. It’s the way to demonstrate how much you value your customer’s business and how you are trying to help them meet their goals.
Customer engagement solutions are as wide-ranging as the many ways companies interact with their customers, including customer relationship management (CRM), customer service, customer feedback, digital marketing, customer success, and live chat software.
The logical question emerges – What are the best customer engagement tools one can use? Well, the answer to that question is far from simple. It is because there are so many of them out there. We will try and narrow down the selection to the top 5 tools from our perspective.
Zendesk is a leading customer engagement software where the user can interact with their customer through the phone, chat, email, social media, and many other channels. It’s super easy to implement, use, and scale. You can become a smooth operator and build your brand loyalty through this software. It’s a beautiful support ticket system for business. Also, it offers a free trial.
One is more of a niche product designed for software companies that want to understand better how customers use their products. In addition to tracking behavior and user satisfaction, ChurnZero offers tools to automate and personalize the customer experience at touchpoints throughout the customer journey.
The software offers the fastest way to help your business customers. Through this customer engagement software, you can comfortably help those customers who have brand queries and questions. The quick chat option provides an instant way to communicate with your customers and its faster option than email and phone. Features it offers are Analytics, Communication Management, Feedback Collection, Live Chat. They offer a free trial.
This tool is not merely to be used to test a customer’s engagement. No, it can tell you why customers are or are not engaged. You can ask your visitors for input on your landing page, buttons, and other parts of your website. You won’t need to conduct hundreds of split tests to identify problems with your customer engagement strategy.
WalkMe simplifies the user experience by combining insights, engagement, guidance, and automation capabilities. It’s a digital adoption platform, designed to deliver the next-generation customer experience and impact the digital workplace. Some of the features it provides are Analytics, Churn Management, Content Syndication, Feedback Collection, Live Chat, etc. It also has a free trial option.
These are just some of the many customer engagement software options available to boost your efforts. There are more than 1200 tools available. But each one of them specifically tailored for a specific business.
Even though customer advocacy has always been a goal for marketers, the rise of online user-generated content has directly influenced levels of support. Customer engagement targets long-term interactions, encouraging customer loyalty, and advocacy through word-of-mouth. Although customer engagement marketing is consistent both online and offline, the internet is the basis for marketing efforts.