Customer engagement has been the buzzword for quite some time now. But why?
Engaging with customers helps you add value to the customer journey and provide them with a personalized experience. It empowers you to build a strong connection with your customers by interacting with them on the channels they want. So now you must have an idea of how important it is to build an effective customer engagement strategy.
For years, businesses have just focused on gaining market share and getting profit from it. But the pandemic has changed everything. Consumer preferences have changed, and the way they interact with businesses has changed.
According to a survey by McKinsey and Co. on “The Great Consumer Shift,” , 75% of consumers have tried a new shopping experience (tried a different brand, a new shopping method etc.) since COVID-19 started. This opens up new opportunities for businesses to tap new customers and provide a delightful customer experience throughout the buyer journey.
Here are five emerging customer engagement trends that will help businesses have a competitive edge and keep up with the changing customer expectations:
- Delivery of personalized content
Customized communication backed with relevant data points helps companies break through the chain of generic messages and stand out in an increasingly saturated digital market. Doing so is an important step in treating each of your customers as a unique individual and offering service that is relevant.
A single interface helps to enable any digital channel (chat, SMS, email, etc.) in one place. This helps save a lot of time and money, resulting in a hassle-free experience for the customers. In fact, this multi-channel approach helps examine every touchpoint of the customer insights across all channels.
AI-powered channels help analyze data and deliver relevant content depending upon the stage of the buyer’s journey. AI-enabled chatbots offer 24*7 assistance to users as and when required. These sophisticated assistants serve as excellent tools to deliver customer support and engagement.
- Cloud platforms
Covid-19 brought a monumental change to the working model of any organization. The shift to remote work has stimulated the adoption of modern cloud platforms for agility and adaptiveness during these times. These platforms offer new ways to save time and money when it comes to developing new ideas to engage customers. Equally important, the cloud offers new options for instilling a consistently excellent customer service culture.
It’s vital to measure customer satisfaction and other KPIs relevant to one’s industry. These metrics help understand which factors are working and which need improvement. This further helps to fine-tune offers and gain a competitive advantage in the long run.
But how do you keep up with these trends?
Zoho SalesIQ will help you keep up with each of these emerging industry trends and take your customer engagement strategy to the next level.
With Zobot, our AI-powered chatbot, chat routing, screen share, voice calling, and so much more, you’ll have more than you need in your armoury to engage proactively with your customers.
You don’t have to go any further for any of these customer engagement solutions.
P.S. Remember to share any trends you’re following in the comments below.