Magento understands that customer engagement is a year-round job; not just something necessary during the holiday rush. You need to create multiple customer touchpoints to encourage and develop customer engagement. The following best practices from Magento will assist in engaging customers to create happy customers that converts and develops loyalty.
Get closer
The need for transparency is in no way a new concept; however as customers become more empowered, transparency becomes a valuable tool to keep your brand fresh and relevant. Transparency creates the grounds for trust that make a relationship possible.
Being transparent and empowering customers to contact you when they have questions or allowing them to provide feedback lays the groundwork for superior customer service. Depending on your needs, customizable web forms provide a great place to start the processes. Magento recommends the WebForms extension that allows you to design your own form, place it on your website, receive email notifications, filter results and integrate with your HelpDesk system.
Start Talking
Magento believes that a Live Chat tool is the best tool for customer engagement. It enables visitors to contact you and have their questions replied in real time. Installing the Provide Support Live Chat Module extension allows you to monitor your website in real time, see where your visitors come from and analyze referrer sources.
Show them you care
Magento recommends the Follow Up Email extension by aheadWorks to address cart abandonment. The extension features tracking and sending notifications to those visitors who have abandoned shopping carts, measuring effectiveness of follow up emails, running different reports, special tools for enhancing customer relationship and building customer loyalty, etc.
Value their opinions
Magento suggests using surveys for feedback and problem-solving. Allowing your visitors to answer questions about site design, usefulness, and adaptability provides you with valuable information about potential customers who are looking for the products or services you’re selling. This is a step up from in-house or agency data analysis—you’re getting useful feedback from your target audience.
The best way to compete successfully is to realize that effective customer engagement makes customers more receptive to your promotional outreach. By following these best practices for customer engagement, you’ll be able to increase customer engagement – and generate higher ecommerce profits.