Customer engagement is often confused with customer experience. Although they share similarities, customer engagement is the ongoing relationship you have with customers. Customer experience is aligned with how satisfied the customer is with your business, whereas customer engagement is staying in contact to retain your customers.

The more your customers are engaged, the more likely they are to convert! It’s a well-known fact; you need to engage with prospects multiple times to move them through your sales funnel. You need to make an average of eight touchpoints before a prospect will be ready to convert into a sale. By having an optimized customer engagement strategy, you will convert more website visitors into customers, and retain more customers for a longer period of time.

In this blog post, we will discuss the benefits of improving your customer engagement and 3 ways to improve your customer engagement to increase your conversion rate. We will also discuss how a free CRM, such as Moment can improve your customer engagement, conversion rates and overall profitability.

Benefits of Improving Your Customer Engagement

Increases Revenue
By having improved customer engagement and conversion rates, your customer acquisition cost will be lower, which results in increased revenue and profits. You will get more sales from the same amount of leads or ad spend, which means more profits at the same cost. This can be scaled further by increasing lead generation efforts, with the saved money. When your customer engagement strategy is optimized, you can faithfully increase marketing spending without having to worry about losing profits, which further increases revenue.

Gain More Testimonials and Referrals
When customers are highly engaged and satisfied with a product or service, they are more likely to leave a positive review; and even refer your business to other people. There are many benefits of having customer testimonials, it provides social proof and directly improves your conversion rate. Testimonials do the selling for you, and reduce the amount of engagement required to convert a lead into a customer. Gaining referrals from your customers increases your profits, as there is minimal to no cost when acquiring referral customers.

Increases Brand Recognition
By optimizing your customer engagement, your brand will grow as a whole. Your business will increase its brand awareness and familiarity when it has a well-rounded customer engagement strategy in place. As discussed, more people will be willing to refer your business, and even share your products and services on social media for the rest of the world to see. Large brands such as well-known fast food chains reply to customers on social media as a part of their customer engagement, customer support and branding strategy.

Improves CX
Customer experience is different from customer engagement, but they work synergistically to improve your business. By investing in your customer experience, you will improve your customer retention. Improving your customer engagement also improves your retention, as you are continuously keeping your customers engaged. By providing the best customer experience and customer engagement strategies in tandem, you will convert more customers than ever and will maintain their loyalty.

3 Ways to Improve Your Customer Engagement

Improving your customer engagement strategy will increase your conversion and retention rates; while also winning your customer’s trust. When it comes to high-ticket customers, you should pay special attention. You should engage with them even more, as they are paying a premium price to be with your business.

Here are 3 ways you can improve your customer engagement, which will ultimately increase your conversion rate:

1. Provide Exceptional Support

The single most important way to increase customer engagement is to provide exemplary customer support. Your customer support team should use tools, such as a free CRM, to assist prospects and customers with their questions and concerns. Stay on the lookout for important messages, and provide timely responses to increase customer engagement. Businesses that provide consistent customer support retain customers longer than businesses that do not or are slow to respond. Moment’s free live chat is connected to a unified inbox, which your whole organization can access. Having unified access to customers and prospects allows you to delegate and engage in an organized and timely manner.

2. Provide Value Through Communication Channels

Another great way to promote customer engagement and increase conversion rates is to keep in touch with your prospects and customers, on a consistent basis. You should actively grow your email list, regardless if they are website visitors, or current customers, they should all be on your list. You can schedule automated chat and email campaigns for free with Moment. This will help you save a lot of time when trying to engage with your visitors and customers. By creating thoughtful marketing campaigns on Moment, you can share promotions, testimonials, blog posts and ultimately increase your customer engagement and conversion rates.

3. A/B Test and Improve Your Website

Optimizing your website and landing page with customer engagement in mind will increase your conversion rates. Having a slow website is detrimental to your SEO rank, and user experience. Ineffective call to actions or missing CTAs will substantially reduce your conversion rate. Your page should be engaging to reduce bounce, which is the percentage of visitors that exit your website before making a conversion. Having informative case studies, blog posts and interactive elements are a great way to keep users on your webpage. You can also A/B test your website and call to actions with Moment’s free session recording. By viewing the live journey your visitors and customers have made on your website, you can optimize your website to further increase conversion rates.

Concluding Thoughts

In the end, improving your customer engagement will always result in improved conversion rates. Your business should have strategies and tools in place to increase customer engagement, retention and support. The more you engage with customers, the more revenue, recognition, testimonials and referrals your business will get.

You can improve your customer engagement and conversion rates by providing timely customer support, keeping in contact with your prospects and customers, and improving your landing page.

Using a free cloud CRM, such as Moment will improve your customer engagement, experience and satisfaction. CRMs are designed to keep track of your customers and their messages, which ultimately increases your customer engagement, relationships and retention.
You can use Moment for free today, with no credit card required!

Happy Chatting! 💬