Providing an omnichannel customer experience is the key to increasing customer engagement. To stay competitive, you must stay on top of your customers' research, browsing, and buying habits, no matter where or how they shop. This blog outlines 3 reasons social platforms should be integrated into your omnichannel.
1. Engaging customers effectively
By observing your customers' social media activities, you can determine where they spend most of their time online. Discover what social media platforms your customers prefer and engage them on these platforms. Stay active on those social networks so you can monitor what your customers are saying, analyze industry patterns and trends, and engage with them easily. The data collected will help you enrich your customer database and enhance your support and service across all channels.
2. Promoting Word-of-Mouth
Making it easy for your customers to share your products on social media, websites, or marketplace sites (all channels) when they purchase your products will promote word-of-mouth. Favourable reviews increase your company's trustworthiness and reputation. Try to find creative ways of incentivizing your customers when they submit posts and simplify the process and make it available across all channels – you will get more positive feedback this way.
3. Integrating email marketing
With social media integrated into your email marketing, you will be able to create more engagement and gain more leads and customers. Promote your email campaign on social media and offer incentives to encourage people to sign up for your mailing list. If you have your subscribers' email lists on social media accounts, you can find them, interact with them, and create more targeted ad campaigns.
4. Getting the data you need
Social media platforms allow you to collect all kinds of customer data, such as their interests, preferences, and challenges, and you can use these data to enhance your service or product. Data collected are not only valid for product development but also for sales, marketing, and customer service. Such information allows them to create more appealing promotions and provide better support. Providing optimal cross-channel support requires centralized data and integrations with other platforms your team uses.
Final Thoughts
Connect your social media with your live chat and chatbot support.
When your social media messages flow directly into your support system, your support team will be able to give faster responses. Additionally, you use chatbots to handle common questions, so your live agents can focus on solving problems and answering complex questions.
With DSM Suite 2.0+ allows you to streamline order fulfilment across multiple e-stores and e-marketplaces, manage inventory, and increase customer engagement through Omnichannel Support. Add new levels of sophistication when your organization is ready to embrace total digitalization. Consider using DSM Suite 2.0, integrated with your e-store, ERP and CRM; it provides you with a central place to capture this information, organize it, share it, and distil it into actionable insights that will help your company scale and grow.
- Discover more about Customer Engagement Strategies
- Find some tips on e-Commerce Strategies
- Looking closer at Omnichannel Support Strategies
Tags: #zendesk #omnichannel #digitaltransformation #digitalintegration #digitalsolutions #smestrategy #ecommercestrategy #emarketplace #customerengagement #customerretention #customersuccess #edg #psg
