In the words of Tiffani Bova, “How you sell matters. What your process is matters. But how your customers feel when they engage with you matters.” Many moons ago, when eCommerce was not a branch of marketing, customer engagement was still relevant. An engaged shopper will love to listen to you and eventually trust you. Today, when customers are most important for the eCommerce business, and customer engagement is the future of eCommerce, you should focus on doing it efficiently. One way of doing that is by outsourcing customer service and relationship marketing to an offshore BPO company.
This post will discuss some top customer engagement strategies used by an eCommerce call center for its eCommerce clients.
Engage customers by showing your empathetic side
Every brand has a unique set of USPs. If you don’t have any, then you are going wrong somewhere. The USPs must reflect in your brand co-laterals and communication with customers. Showing the human face of your customers while communicating is extremely crucial in the era where chatbots, automation and canned messages do all the talking. The face of eCommerce giants like Amazon, eBay or Etsy is known to all. You may not be as popular as them, but you still must have people who become the face of your customer care. They should be used for conversations with customers, engage them and manage a reputation online. If you do not have adequate internal resources, hire an eCommerce call center. They are accountable for providing a more fulfilling experience.
Facilitate multichannel, multilingual support
Consumers are present over social media, phone, chat and multiple other channels. They should be given consistent customers across all channels. Ecommerce brands should have representatives over every channel, in every language where your customers are located, to cater to their queries and support them. Companies with multiple touchpoints must be connected with omnichannel solutions. Inbound call center for eCommerce can handle enquiries over live chat, email, social media, text and phone. The language preference offered by inbound BPOs improves customer buying behavior and customer loyalty. By delivering timely answers and influencing buying decisions, you can see an improvement in customer retention and acquisition rate.
Use social Media integrated with intelligence
Social media intelligence gives more trackable results in numbers. It helps gather better insights and frame strategies to take care of the loopholes. For example, customer reviews on social media sites like Facebook, Twitter, Google, etc., are the eyes of customers’ buying decisions. Social media and search engine giants have given us opportunities to talk to customers and build a stronger connection. You should not miss the opportunity to communicate with customers on a real-time basis for igniting engagement in the truest sense.
Include the value proposal
If you are Waitrose in the UK, most likely, your value proposition on your site is not so crucial. But, for more other and newer eCommerce merchants, the need for a company website with values you promise to deliver is crucial. The statements should highlight what makes you different from your competitors. Ecommerce customer service via a website can also boost engagement and bring relevant traffic.
Live chat with video calling option
Call Call to action in live chat doesn’t make any considerable difference in the eCommerce site. But it helps stand out from the crowd. Another valuable feature you can add to live chat is video. Some surveys show live chat has become the go-to medium for the customer to communicate to a brand because it is very convenient. Today, most eCommerce brands provide introductory video of the product, live video options while chatting, and many visual features that improve engagement rates multiple times. Ask your eCommerce call center partner to engage with customers via live chat with video feature.
Leverage online customer reviews
For the eCommerce industry, online customer reviews can make or break a brand. It is one of the best ways to engage buyers and influence their buying decision. User-generated content holds a great deal of importance in the eCommerce spectrum. Buyers can be rewarded with discounts, special offers and coupons on every review they give.
The Internet and social media platforms are the best sources for customer engagement because user-generated content can be transformed into campaigns that receive more attention, shares, likes, and views. You can also respond to positive reviews to show your gratitude. If you ever get bad reviews, don’t worry! There are ways to control such situations, leverage those reviews in your favor, and find out how to please unhappy customers. An eCommerce call center also provides online reputation management services for online retailers. They manage negative reviews and make sure that you remain on top of customer’s minds all the time.
