Customer engagement in eCommerce is paramount to success and must be a constant priority for your company. But, how do you increase customer engagement as an eCommerce company? A good first step towards outsourcing to an eCommerce call center can help. Expert assistance and pre-defined processes will make it easier to engage customers.
Here are five easy ways to start customer engagement:
Compliment requests with rewards
Who doesn’t want VIP treatment! Even better, if it comes in the forms of loyalty points, coupons, free membership, or subscription. Listening to customers’ requests and pairing them with a reward can be more effective in engaging them. It is an incentive method that works well for any industry.
Using personalized live chat, pop-ups, and newsletters can help you earn customer trust, new enquiries, and increased sales. eCommerce call center uses tools and trades of personalized customer engagement to drive better results consistently.
However, this is a cost-consuming way. Make sure the giveaway you offer provides you benefit in terms of ROI.
Ask for customer feedback and welcome reviews
How does it feel when you talk, but nobody listens? It doesn’t feel good, right? So, that’s what happens to your customers when they want to give feedback or review but you are not there to listen. Hence, encouraging customers to give reviews and feedback will make them feel important. Provide them with a comment section or rating scale to let them leave a comment or company rating.
That said, welcoming feedback is only half the battle. The next half involves letting customers know that you are listening. If not, the strategy won’t work.
Gives seamless access to Information
Retail employees are trained to approach customers when they enter their store and ask, “May I help you find something?” While the conventional approach is common in the retail industry, most modern shoppers like to help themselves. And, with the advent of eCommerce stores, retail sales assistants are replaced with virtual sales assistants. The roles have slightly changed. Today, customers need help only when they ask. But, they need prompt support. Chat representatives can help a customer with seamless information, which in return spikes engagement and connection.
Engage disappointed customers without delay
Customer churning is a widespread problem. The decreasing customer churn rate for your company could boost your profitability. Sadly, dissatisfied customers don’t always let businesses know before leaving and switching elsewhere. One in thirty customers doesn’t express their unhappiness to you but friends, relatives, and social media.
Hence, you must carry out customer surveys and engage unhappy customers before choosing your competitor over you. eCommerce call center can help you find unhappy customers and engage them through proper channels.
Focus on Up-selling
Upselling works just as much as cross-selling. In fact, in the modern landscape, up-selling is twenty times more result-oriented than cross-selling.
Buyers are not always aware of a superior product available. Chances are, some of the products they are interested in have premium versions. Pushing those products might interest the customer and increase your sales value. An eCommerce call center sets up an up-selling strategy by considering:
· What was the original need of the customer? The suggested product must be similar.
· What is the price range the customer looking for? If price rise is an issue, the benefits of the upgraded product must be pitched.
Ace your eCommerce customer engagement requirements with outsourced services.