A much greater emphasis is placed on customer engagement, where support agents do more than just provide customer service and answer questions. Regular engagement with your customers, a proactive, growth-oriented approach, can boost your customer service ROI. Planning is necessary to achieve these goals, and that's where customer engagement strategies come into play. In this blog, you will learn 3 strategies to increase engagement.
Strategy 1: Establish Empathetic Culture
One study found that customers responded favourably to "empathetic customer service" the most. When customers believe that the company cares, they will stay loyal; therefore, empathy is one of the essential skills your customer support team should have. You can encourage your team to exhibit empathy when interacting with customers to work toward improving customer engagement. They should invest more time in addressing the needs of each customer instead of focusing solely on speed. Even if your support agents cannot always meet your customers' needs, they will be much happier when they feel heard and understood.
Strategy 2: Deliver Excellent Experience
It's hard for your support team to focus on anything other than the queue, but acting with empathy will enable them to engage customers beyond the request. Engaging the customer warmly and resolving their issues should be your support agents' main focus rather than seeing it as a task to accomplish. Going above and beyond standard expectations can create a lasting impression on your customers about the quality of your brand. Your customers will be loyal to you if you establish a reputation for excellent service. You are more likely to receive word-of-mouth referrals from your clients when your support team provide good service, as they are more likely to refer their friends and colleagues. Extending expectations might take a few extra steps, but it can pay off significantly.
Strategy 3: Seek Constructive Feedback
The most straightforward approach to asking for feedback is sending surveys to gauge how satisfied customers are with any aspect of your business. However, to get authentic feedback, your support teams must learn how to engage in a good conversation with customers, which is easy when they take the time to get to know their customers. The process can be constructive if you ask them about different aspects of your business, showing them that you value their opinions and needs. The feedback you get from customers will help you improve your team's efficiency and the customer experience in your company. You can be confident that your steps are in the right direction if you incorporate the feedback suggestions into your customer engagement strategy.
Final Thoughts
Ensure your team is equipped with the right tools.
Committing to customer engagement will only matter if you have efficient ways to engage with your customers. Support agents can more effectively assist each customer if they have tools that help them understand their needs and tailor their approach accordingly.
Your support team will be able to efficiently engage with your customers with Zendesk Suite (Support, Chat, Talk & Guide). Zooloo offers a full range of Zendesk services, from sales to consulting to implementation to system integration. For sales enquiries, please get in touch with sales@zooloo.asia.
- Discover more about Customer Engagement Strategies
- Find some tips on e-Commerce Strategies
- Looking closer at e-Marketplace Strategies
Tags: #zendesk #omnichannel #digitaltransformation #digitalintegration #digitalsolutions #smestrategy #ecommercestrategy #emarketplace #customerengagement #customerretention #customersuccess #edg #psg
