5 Ways to Improve Customer Engagement
Increasing customer engagement and satisfaction is the best way to keep your business afloat and to progress towards expansion. Business owners today strive towards making every aspect of customer interaction more engaging, more pleasant for the users, and to turn a simple interaction into a successful conversion, a regular buyer.
These things were all made possible with the use of knowledge management tools, self-service help centers, and cloud based wikis. With the right implementation of the mentioned tools, you can increase customer satisfaction, improve the productivity of your agents, and make your product and service better. Here are five ways to improve customer engagement with the use of a self-service help center.
Knowledge base software can be used to obtain valuable customer-related information, however, you will need basic CRM integration in order to this. By integrating CRM with your knowledge base you can obtain customer information like firmographics, gender, geolocation, etc. and this type of input can be used to create a more meaningful and relevant user experience.
In other words, customers who interact with you more can give you enough input to create a more sophisticated and optimized display for them. In your future interactions, they will be instantly presented with content which is more contextually relevant to them.
This kind of insight gives you a chance to have more successful upsales on your site, and to create more meaningful customer incentive strategies. This is the best way to build a strong relationship with your consumers, and to secure their loyalty, through more mutually satisfying transaction and content that is more relevant to them.
Agents respond more quickly
Knowledge base tools are also used to improve communication between your employees, your customer support, and your users. This is important for a very simple reason; consumers who can effortlessly get in touch with your support team, and who have their questions answered or problems resolved, are more likely to shop again.
Knowledge management tools can help you by decreasing your staff training costs, and by making the course more efficient. Moreover, these tools come with an integrated live-chat feature that allows users to contact your customer support with ease. Lastly, by using the input you have on the customer, and by knowing that person’s purchasing history, your team can easily identify the problem and respond to it adequately.
You can even go a step further and integrate different tools, like time tracking tools for example, with your knowledge base system. This will allow you to give your customers more concrete and accurate feedback, regarding project completion or time of delivery.
Better adaptation to customers’ expectations
Customers don’t simply buy the items or services you offer; they buy solutions to their problems. So, they expect you to solve their problem and be there for them. They expect a fully functional product that lives up to its marketing campaign, and they expect a customer service that acts immediately.
By, giving them contextually relevant content and products, and by using a language they understand, you are successfully creating a bond of loyalty. They also expect their trust in you to be rewarded, so by tracking their devotion, you can present them with adequate rewards for their loyalty, and maintain this good relationship.
You can also create a platform where your users can easily find answers to their questions without having to contact anyone from the customer team. With cloud based wiki software, you can create an insightful and helpful FAQ page, and your users can rely on it to find the answers to their question.
You can also create tutorials, tips and tricks, or videos to make your support team’s job easier. If customer demands can be answered by simply giving them a link that leads to a solution, the procedure of your support team will be far quicker, and you can serve more customers at once easily.
Media rich content
Users love reliable products or services. So, by adding content that increases trustworthiness and that provides users with insights on the usefulness of your product, you can improve their engagement. With the correct use of online documentation software, you can create videos, infographics, and articles that will aid that cause.
One way of gaining more trust from your consumers is by allowing shoppers to review your products or services. Of course, not all of the reviews will be completely positive, since people have different expectations and standards, but by allowing everyone to express their opinion on the topic, you’ll come off as more honest and reliable.
You should rely on infographics and videos to keep your users interested, because reading a lengthy text is not something everyone does gladly. If you can create a tutorial video, or a tips and tricks video, or a well-designed infographic, and your users will be more likely to stay on your website and learn new things in a more fun and engaging way.
Finally, with knowledge base software, you allow your customers to leave constructive feedback or product reviews on your website. This is also a form of communication, and they will feel appreciated if you give them an option to display their opinion. Moreover, with elaborate feedback, you can pinpoint the flaws in your product or service, and work on improving them.
Users who feel valued will be more loyal, even if they were not entirely satisfied with the initial service; the important thing is that you rectified your mistake, and took their opinion into consideration.
Author Bio:- Robin is a Technical Support Executive. He is an expert in knowledge management and various Knowledge base tools. Currently, he is a resident knowledge management expert at ProProfs. In his free time, Robin enjoys reading and traveling.