{"id":424,"date":"2021-04-26T09:06:58","date_gmt":"2021-04-26T09:06:58","guid":{"rendered":"https:\/\/shippingchimp.com\/blog\/?p=424"},"modified":"2021-09-27T15:41:03","modified_gmt":"2021-09-27T15:41:03","slug":"increase-customer-engagement-in-ecommerce","status":"publish","type":"post","link":"https:\/\/shippingchimp.com\/blog\/increase-customer-engagement-in-ecommerce\/","title":{"rendered":"10 Best Ways to Increase Customer Engagement in eCommerce"},"content":{"rendered":"\n

Your eCommerce store is way more capable of offering customers unique services than you imagine. However, despite having the best eCommerce platforms, many online stores fall short when it comes to customer engagement. <\/p>\n\n\n\n

The biggest differentiator for any eCommerce brand is their loyal customer following. eCommerce brands need to start leveraging customer engagement as a channel to drive more revenue.<\/p>\n\n\n\n

Here are the 10 best ways you can do that: <\/p>\n\n\n\n

  1. Responsive Customer Service<\/strong><\/li>
  2. Focus on User-Generated Content<\/strong><\/li>
  3. Real-time shipping updates<\/strong><\/li>
  4. Personalized product recommendations<\/strong><\/li>
  5. Invite Customers to Join Your Loyalty Program<\/strong><\/li>
  6. Cross-Sell and Upsell<\/strong><\/li>
  7. Engage across social media channels<\/strong><\/li>
  8. Organize Contests<\/strong><\/li>
  9. Highlight Risk Reducers<\/strong><\/li>
  10. Build a feedback loop<\/strong><\/li><\/ol>\n\n\n\n

    Responsive Customer Service<\/strong><\/h3>\n\n\n\n

    Customers may have several questions about your product, shipping process, estimated delivery, or others. Besides listing extensive details on your web pages, you also need to offer customer support.<\/p>\n\n\n\n

    “Where is my order?” tickets\/calls make up 80% of eCommerce support tickets. The easiest way to manoeuvre overwhelming number of tickets is to share automated delivery alerts to customers. Regardless of the helpdesk that you use, ShippingChimp imports all order-delivery related information to feed it into your side panel of the helpdesk. <\/p>\n\n\n\n

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    ShippingChimp for Gorgias<\/a><\/figcaption><\/figure>\n\n\n\n

    Moreover, support agents can share delivery notifications as well as predict delivery delays to keep shoppers informed of their order-location. Check out the different shipment transit order statuses that can be shared from within helpdesk:<\/p>\n\n\n\n

    \"\"<\/figure>\n\n\n\n

    Additionally, using interactive voice response (IVR) or Chatbot are trends. However, when a customer is seeking answers to his\/her pressing questions, automated stuff can be annoying for them. <\/p>\n\n\n\n

    Truly effective options for customer support are voice chats, video chats, and text chats. These are usually easy to integrate into your online store. <\/p>\n\n\n\n

    Particularly, offering live chat is a crucial way to help customers and is one of the most desired ways to resolve customer issues. <\/p>\n\n\n\n

    Here is a screenshot of Land Rover\u2019s customer service option using video chat. For such expensive cars, live video chat is a great way to engage customers.<\/p>\n\n\n\n

    By using an introductory video, along with a video or text chat option, you can reassure your customers.<\/p>\n\n\n\n

    A report by Econsultancy shows that live chat provides the highest level (73 percent) of customer service satisfaction. In comparison, emails have 61 percent and phones have 44 percent satisfaction level.<\/p>\n\n\n\n

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    Live Chat Data (Source: Neilpatel.com<\/a>)<\/p>\n\n\n\n

    Focus on User-Generated Content<\/strong><\/h3>\n\n\n\n

    To propel customer engagement<\/a> for your eCommerce store, encourage users to contribute content and photographs. User-generated content (UGC) could be comments, product reviews, a selfie with your product, and more.<\/p>\n\n\n\n

    Encouraging user-generated content will give a feeling to customers that your products are reliable and popular. Users will see other customers who are like them and interested in your product or service or are existing users. <\/p>\n\n\n\n

    For example, posting user-generated pictures are an excellent way to engage customers with social proof. Potential customers will see that other people are regularly buying your products, and will feel more comfortable following in their footsteps. <\/p>\n\n\n\n

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    User-Generated Instagram Image Gallery on GentleFawn\u2019s Homepage (Source: Neilpatel.com<\/a>)<\/p>\n\n\n\n

    Real-time shipping updates<\/strong><\/h3>\n\n\n\n

    No customer wants to wait for weeks to get his\/her product. Even worse, if they have no clue about the whereabouts of their orders. It may eventually lead to buyer\u2019s anxiety and remorse, which are not good signs for any business.<\/p>\n\n\n\n

    By integrating a branded tracking page<\/a>, you can allow customers to track their order status in real-time. The order tracking pages will include features such as shipment status, estimated delivery date, and regular in-transit updates on the order. <\/p>\n\n\n\n

    You can engage and satisfy more customers by providing transparency, specifications, details, and choices. Overall, order tracking can provide the following:<\/p>\n\n\n\n