Customer Engagement Portal An Up-to-Date Guide

1. CustomerEngagement Portal: An Up-to-Date Guide What’s the difference between an average customer and an engagedcustomer? An average customer will buy and leave. An engaged customer will come back and also recommend you to others.Sowhatdoyouthinkisworththeeffort? This article is for you if you are into the second option, i.e., customer engagement, and looking for some inspiration to improve customerexperience. sales@crmjetty.com

2. Here, we will learn about various strategies and how the customerengagementportalhelpsyouimplementthose. What is Customer Engagement and Why is it Important? Customerengagementis interacting with customers through various channels and supporting them at various stages in their journey. Keeping customers engagedthrough the buying process helps build customer loyalty and collect valuable information aboutthem. Customer engagement is more of an emotional connection. It starts with the initial purchase but goes beyondcustomer support and a seasonal sales campaign. It involves everything customers experience while interacting with your business – speed, convenience, employee friendliness, customer support,etc. Investing in customer engagement brings in many benefits such as better ROI, happy customers, reduced churn, more sales,andastrongbrandpresence. How to EngageCustomers You can use different channels like social media, emails, and push notifications. Offer additional services likeshipping sales@crmjetty.com

3. and customer support. Here are some ways to engage with your customerseffectively: Create Content Strategyand Share Useful Content Content has the power to make or break your customer. Hence, create and post content that is valuable to your customers. For that, create a customer-centric marketing strategy. Start by defining a buyer’s persona. Next, use that data to anticipate customers’ needs, interests, behavior, and more. It will help you define the kind of content you should create for customers. It can be video tutorials, webinars, animated videos, how-to guides, blogs, and other educationalinformation. Create various content formats for multiple channels. Lay down content guidelines, posting frequency, content distribution, and measurementmetrics. Gamify DigitalExperience sales@crmjetty.com

4. Take advantage of digital channels. Run contests on social media for product promotion and giveaway freebies. Run a quiz on a website to test visitor’s knowledge and grant valuable resources for free. Plan treasure hunts for events such as sales day and festivals. Incorporate games that help customers earn loyalty points and other rewards for goodies. Here’s how Lifebox Food and Punk and Chancers rantheircollaborationcontestonInstagram. Collect CustomerFeedback sales@crmjetty.com

5. Whatever platform you’re on, always listen to your customers,asktherightquestionsliketheirexperience,and listen to their feedback. Not only will it help you improve your services but also increase customer retention. When customers feel they are important and their views arebeing considered,theyarelikelytostay. Most importantly, the interaction will allow you to learn different business perspectives and help you implement your learnings in variousdepartments. Add Human Touch toCommunication Connect with your customers on a deeper level with live-chatsandbehindthescenestories.Makeyourpresence sales@crmjetty.com

6. felt by simply interacting with them on social media. Stay transparent and real. For example, while planning content, define your own storytelling way that sets you apart and connects you with your audience. Take advantage of different avenues such as videos and podcasts. They can help you connect efficiently as human voices and faces help deliver the messageappropriately. You can even humanize your social channels like Flipkart. They have an official Twitter handle where they share updates,stories,andothereventshappeningatFlipkart. https:/twitter.com/workatflipkart?lang=en Personalize CustomerExperience sales@crmjetty.com

7. The easiest way to win customers is to make them feel special. Let them know they are more than sales, and personalized messages and services will help you convey that. For that, leverage collected data and analyze user behavior along with their demographic factors, interests, preferences, andmore. Deliver personalized experience by offering product recommendations, providing customized deals, and basic interests. Following is the example of personalized push notifications for cartabandonment. Reward and Acknowledge PowerUsers Nurture relationships with highly engaged customers. Give them a sneak peek into your products before launch. Offer free trials, take their feedback, and keep them updatedwith sales@crmjetty.com

8. the latest developments. Engaging with them will go a long wayindrivingsalesandincreasingcustomerretention. Run loyalty programs. According to Hubspot’s ‘Loyalty Survey 2019’, 79 percent say they are more likely to buyfrom brands that offerloyalty programs. Starbucks presents the perfect example to drive customer engagement with loyaltyprograms. Implement OmnichannelEngagement Use all the possible ways to interact with customers – text messaging, social media, website, email, phone,SMS, in-app, call, and so on. Delivering a positive customer experience throughallthechannelsisparamountforsuccess. Goingthroughtheseactionableideas,youmightbe sales,interactwith thinking,“whatifIcoulddrive customers, offer discounts, and provide relevant content all in one place?” That’s when a customer engagement portal comes into thepicture. Customer Engagement Portal & ItsImportance A customer engagement portal is a tech solution that provides a secure log-in space with relevant content, communication channels, educational materials, and other featuresforyourcustomersinoneplace. sales@crmjetty.com

9. An engagement platform centralizes customer interaction and helps create product experiences that improve customer engagement. They are great for reward systems andtoaggregatecustomerdatatodeliverexcellence. • A customer engagement portal helps automate the following: • Build an efficient workflow that allows collaboration and customerengagement. • Form customer segments and deliver a personalized experience. • Facilitate omni channel communication via different channels like social media, live chat,etc. • Announcethelaunchofnewfeaturesorproducts. • Rewardusersforpromotingyourbrand. • Define key metrics and measure the output of the communication. • Automating these activities not only helps you streamline workflow but also lifts the load off your customer-facing team. Instead of repetitive tasks, they can focus on developing customer engagement strategies for business growth. Here are a few reasons businesses should go for a customer engagementplatform. • Reasons Customer Engagement Portal isImportant sales@crmjetty.com

10. CompetitiveAdvantage Customer experience is the key to business success. According to research, customers are willing to pay 16 percentmore if it involves a better customer experience. Forthat,it’s essentialthatyouinteractwithyourcustomers, knowwhattheyneed,anddeliverappropriateservices. However, implementing customer engagement strategies requires a lot of work. It’s not a one-time approach. You have to interact with customers consistently, and the portal helps you do thatefficiently. ‘You’ve got to start with the customer experience and work back toward the technology – not the other way around.’ – Steve Jobs (AppleFounder) It connects you with your customers in their preferred way—for example, chatbots, in-app messaging, call, self-service, etc. Customer experience gives you an upper hand while dealing withcompetitors. RevenueGrowth Businesseswanttoincreaserevenuewithoutspendingmore on customer acquisition, and that’s where custom engagement software isuseful. sales@crmjetty.com

11. It helps engage customers, leading to increased product adoption, upgrades, and revenue. Research by Gallupshows that successful engagement helps companies achieve 63 percent lower churn, 55 percent higher wallet share, and50 percent higherproductivity. Reduced CustomerComplaints Customers want self-service for easy to answerquestions. tofindanswersandsolvetheir themselves. A customer engagement platform queries provides Theywant access to necessary information along with a rich resource library to help themselves. This, in turn, results in fewer phone calls and emails to respond to. Your team gets more timetofocusondeliveringbetterservice. StreamlinedOperations Customers can access the dedicated space any time and from anywhere, making it convenient to manage busy schedules. You,onthecontrary,canseeifthereareanypendingtasks/ requests or more. Customers can communicate with the team internally via chat messages from any device without connectingwiththesupportteamoncalls. For better productivity, you and your team can preview the files without leaving the portal. You can managefiles, sales@crmjetty.com

12. documents, and other important information from your dedicated space and get better clarity of every stage of customerservice and business operations. • Tips to Develop Customer EngagementPortal • To develop a great platform, you need to understand the user journey. Know every stage where you interact with your users and what they want to achieve from these interactions. • It will help you discover the customer engagement platform featuresbestsuitedforyourusers. • Think of the interactions that will benefit customers throughthejourneyandfindanswerstothesequestions: • Doyouneedtosupportcustomersateverystage? • Atwhatstagedoyouinteractmorewithcustomers? • What’s your main modeof communication? • What kind of help/support do customers expect from you? • Find answers to these questions, and you’ll have a clear pictureofyourrequirements.Ifyouneedanyhelp,ourteam ofexpertscanhelpyouidentifythebestsolutionforyour sales@crmjetty.com

13. business, considering the features, business requirements, and markettrends. Talk toUs Must-Have Features of Customer EngagementPortal Tohelpyouselectasuitablecustomerengagementsolution, herearethemust-havefeaturesthatshouldbeonthetopof yourlist. SegmentationCapabilities To divide customers into small groups deliver forbetter theright communication.Categorizationhelps messagetotherightpeopleattherighttime. Your customer engagement portal should have advanced groupingfeaturesbasedonvariousfactorssuchas sales@crmjetty.com

14. demographics, user persona, user journey analytics,product usage,etc. With segmentation, instead of broadcasting similar messages to all the customers, you can send relevant, personalizedmessagestodifferentgroupsofcustomers. Analytics andTracking Reports with a smart dashboard that provide all customer relatedinformationandhelpmakedata-drivendecisions. A tracking feature will help see how customers are interacting across several channels at the same time. With reports and numbers, you can know what’s working and what’snot. A great customer engagement platform gives you in-depth knowledge about users, such as who the users are,their sales@crmjetty.com

15. buying journey, what they search for, favorite features, and more. CommunicationChannels To automate the emails and engage with users. Your engagement platform should have automation features to send emails, reminders, notifications, announcements, and more. Itshouldhaveachatbotandothercommunicationtoolslike live chat, in-app messaging, and in-app calls for customer engagement. Most importantly, it should have an in-app onboardingtooltopersonalizeuseronboarding. sales@crmjetty.com

16. Implement triggered behavioral automation. For example, sending messages to users who perform a certain action or match specificconditions. Tip: Ensure communication is contextual and to the point. Makemessagesrelevanttocustomersandtimely. Automation with a HumanTouch Engagement solutions help manage customer support. However, not all requests will be handled automatically. Some will needmanualactionorhumansupport. Hence, your customer engagement portal should have a balanced self-service and customer support feature. For example,chatbotsandaknowledgebasecanhelpcustomers with simple queries and in-app messaging, live chat tosolve complexquestions. Third-PartyIntegrations sales@crmjetty.com

17. Ensure that your platform communicates with other tools seamlessly. The data should auto-sync, and customers can interact with variouschannels. • A customer engagement solution with better integration capabilities enhances data utilization across different channels and reducesconfusion. • These are the must-have advanced features. Some basic featuresinclude: • Drag and dropbuilder • Responsiveness • Resourcecenter • Communitysupport • Ticketgeneration • The need to connect with customers on an emotional level is never-ending. And if done correctly, it can be advantageous for yourbusiness. • A custom-developed engagement portal helps you protect the informationwhilegivingcustomersthefullfreedomtocontrol and manage their operations. It also helps businesses promote brandloyalty. sales@crmjetty.com

18. CRMJetty can help you leverage all those benefits by developing a customsolution. AboutCRMJetty CRMJetty is a hub of portal solutions. We help businesses with readily available and custom-developed portals well-suited by considering the14 years of industry experience,markettrends,andclientrequirements. If you need help in developing a custom customer engagementportal,wecanbeyourhelpinghand. ContactUs Source: https:/ www.crmjetty.com/blog/customer-engagement-p ortal-complete-guide/ sales@crmjetty.com