Learn about the customer engagement portal and the tips to choose the right one. Go through the feature list and implement all the strategies for business success.

1. Customer Engagement
Portal: An Up-to-Date
Guide
What’s the difference between an average customer and an
engaged customer?
An average customer will buy and leave. An engaged
customer will come back and also recommend you to
others. So what do you think is worth the effort?
This article is for you if you are into the second option, i.e.,
customer engagement, and looking for some inspiration to
improve customer experience.
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2. Here, we will learn about various strategies and how the
customer engagement portal helps you implement those.
What is Customer Engagement and Why is it
Important?
Customer engagement is interacting with customers
through various channels and supporting them at various
stages in their journey. Keeping customers engaged through
the buying process helps build customer loyalty and collect
valuable information about them.
Customer engagement is more of an emotional connection.
It starts with the initial purchase but goes beyond customer
support and a seasonal sales campaign. It involves
everything customers experience while interacting with
your business – speed, convenience, employee friendliness,
customer support, etc.
Investing in customer engagement brings in many benefits
such as better ROI, happy customers, reduced churn, more
sales, and a strong brand presence.
How to Engage Customers
You can use different channels like social media, emails, and
push notifications. Offer additional services like shipping
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3. and customer support. Here are some ways to engage with
your customers effectively:
Create Content Strategy and Share Useful Content
Content has the power to make or break your customer.
Hence, create and post content that is valuable to your
customers. For that, create a customer-centric marketing
strategy. Start by defining a buyer’s persona. Next, use that
data to anticipate customers’ needs, interests, behavior, and
more. It will help you define the kind of content you should
create for customers. It can be video tutorials, webinars,
animated videos, how-to guides, blogs, and other
educational information.
Create various content formats for multiple channels. Lay
down content guidelines, posting frequency, content
distribution, and measurement metrics.
Gamify Digital Experience
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4. Take advantage of digital channels. Run contests on social
media for product promotion and giveaway freebies. Run a
quiz on a website to test visitor’s knowledge and grant
valuable resources for free. Plan treasure hunts for events
such as sales day and festivals. Incorporate games that help
customers earn loyalty points and other rewards for
goodies. Here’s how Lifebox Food and Punk and Chancers
ran their collaboration contest on Instagram.
Collect Customer Feedback
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5. Whatever platform you’re on, always listen to your
customers, ask the right questions like their experience, and
listen to their feedback. Not only will it help you improve
your services but also increase customer retention. When
customers feel they are important and their views are being
considered, they are likely to stay.
Most importantly, the interaction will allow you to learn
different business perspectives and help you implement
your learnings in various departments.
Add Human Touch to Communication
Connect with your customers on a deeper level with
live-chats and behind the scene stories. Make your presence
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6. felt by simply interacting with them on social media. Stay
transparent and real. For example, while planning content,
define your own storytelling way that sets you apart and
connects you with your audience. Take advantage of
different avenues such as videos and podcasts. They can
help you connect efficiently as human voices and faces help
deliver the message appropriately.
You can even humanize your social channels like Flipkart.
They have an official Twitter handle where they share
updates, stories, and other events happening at Flipkart.
https:/
/twitter.com/workatflipkart?lang=en
Personalize Customer Experience
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7. The easiest way to win customers is to make them feel
special. Let them know they are more than sales, and
personalized messages and services will help you convey
that. For that, leverage collected data and analyze user
behavior along with their demographic factors, interests,
preferences, and more.
Deliver personalized experience by offering product
recommendations, providing customized deals, and basic
interests.
Following is the example of personalized push notifications
for cart abandonment.
Reward and Acknowledge Power Users
Nurture relationships with highly engaged customers. Give
them a sneak peek into your products before launch. Offer
free trials, take their feedback, and keep them updated with
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8. the latest developments. Engaging with them will go a long
way in driving sales and increasing customer retention.
Run loyalty programs. According to Hubspot’s ‘Loyalty
Survey 2019’, 79 percent say they are more likely to buy from
brands that offer loyalty programs.
Starbucks presents the perfect example to drive customer
engagement with loyalty programs.
Implement Omnichannel Engagement
Use all the possible ways to interact with customers – text
messaging, social media, website, email, phone, SMS, in-app,
call, and so on. Delivering a positive customer experience
through all the channels is paramount for success.
Going through these actionable ideas, you might be
thinking, “what if I could drive sales, interact with
customers, offer discounts, and provide relevant content all
in one place?” That’s when a customer engagement portal
comes into the picture.
Customer Engagement Portal & Its Importance
A customer engagement portal is a tech solution that
provides a secure log-in space with relevant content,
communication channels, educational materials, and other
features for your customers in one place.
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9. An engagement platform centralizes customer interaction
and helps create product experiences that improve
customer engagement. They are great for reward systems
and to aggregate customer data to deliver excellence.
A customer engagement portal helps automate the
following:
● Build an efficient workflow that allows collaboration
and customer engagement.
● Form customer segments and deliver a personalized
experience.
● Facilitate omni channel communication via different
channels like social media, live chat, etc.
● Announce the launch of new features or products.
● Reward users for promoting your brand.
● Define key metrics and measure the output of the
communication.
Automating these activities not only helps you streamline
workflow but also lifts the load off your customer-facing
team. Instead of repetitive tasks, they can focus on
developing customer engagement strategies for business
growth. Here are a few reasons businesses should go for a
customer engagement platform.
Reasons Customer Engagement Portal is Important
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10. Competitive Advantage
Customer experience is the key to business success.
According to research, customers are willing to pay 16
percent more if it involves a better customer experience.
For that, it’s essential that you interact with your customers,
know what they need, and deliver appropriate services.
However, implementing customer engagement strategies
requires a lot of work. It’s not a one-time approach. You
have to interact with customers consistently, and the portal
helps you do that efficiently.
‘You’ve got to start with the customer experience and work
back toward the technology – not the other way around.’ –
Steve Jobs (Apple Founder)
It connects you with your customers in their preferred
way—for example, chatbots, in-app messaging, call,
self-service, etc. Customer experience gives you an upper
hand while dealing with competitors.
Revenue Growth
Businesses want to increase revenue without spending more
on customer acquisition, and that’s where custom
engagement software is useful.
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11. It helps engage customers, leading to increased product
adoption, upgrades, and revenue. Research by Gallup shows
that successful engagement helps companies achieve 63
percent lower churn, 55 percent higher wallet share, and 50
percent higher productivity.
Reduced Customer Complaints
Customers want self-service for easy to answer questions.
They want to find answers and solve their queries
themselves. A customer engagement platform provides
access to necessary information along with a rich resource
library to help themselves. This, in turn, results in fewer
phone calls and emails to respond to. Your team gets more
time to focus on delivering better service.
Streamlined Operations
Customers can access the dedicated space any time and
from anywhere, making it convenient to manage busy
schedules.
You, on the contrary, can see if there are any pending tasks/
requests or more. Customers can communicate with the
team internally via chat messages from any device without
connecting with the support team on calls.
For better productivity, you and your team can preview the
files without leaving the portal. You can manage files,
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12. documents, and other important information from your
dedicated space and get better clarity of every stage of
customer service and business operations.
Tips to Develop Customer Engagement Portal
To develop a great platform, you need to understand the
user journey. Know every stage where you interact with
your users and what they want to achieve from these
interactions.
It will help you discover the customer engagement platform
features best suited for your users.
Think of the interactions that will benefit customers
through the journey and find answers to these questions:
● Do you need to support customers at every stage?
● At what stage do you interact more with customers?
● What’s your main mode of communication?
● What kind of help/support do customers expect from
you?
Find answers to these questions, and you’ll have a clear
picture of your requirements. If you need any help, our team
of experts can help you identify the best solution for your
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13. business, considering the features, business requirements,
and market trends.
Talk to Us
Must-Have Features of Customer Engagement Portal
To help you select a suitable customer engagement solution,
here are the must-have features that should be on the top of
your list.
Segmentation Capabilities
To divide customers into small groups for better
communication. Categorization helps deliver the right
message to the right people at the right time.
Your customer engagement portal should have advanced
grouping features based on various factors such as
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14. demographics, user persona, user journey analytics, product
usage, etc.
With segmentation, instead of broadcasting similar
messages to all the customers, you can send relevant,
personalized messages to different groups of customers.
Analytics and Tracking
Reports with a smart dashboard that provide all customer
related information and help make data-driven decisions.
A tracking feature will help see how customers are
interacting across several channels at the same time. With
reports and numbers, you can know what’s working and
what’s not.
A great customer engagement platform gives you in-depth
knowledge about users, such as who the users are, their
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15. buying journey, what they search for, favorite features, and
more.
Communication Channels
To automate the emails and engage with users. Your
engagement platform should have automation features to
send emails, reminders, notifications, announcements, and
more.
It should have a chatbot and other communication tools like
live chat, in-app messaging, and in-app calls for customer
engagement. Most importantly, it should have an in-app
onboarding tool to personalize user onboarding.
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16. Implement triggered behavioral automation. For example,
sending messages to users who perform a certain action or
match specific conditions.
Tip: Ensure communication is contextual and to the point.
Make messages relevant to customers and timely.
Automation with a Human Touch
Engagement solutions help manage customer support.
However, not all requests will be handled automatically.
Some will need manual action or human support.
Hence, your customer engagement portal should have a
balanced self-service and customer support feature. For
example, chatbots and a knowledge base can help customers
with simple queries and in-app messaging, live chat to solve
complex questions.
Third-Party Integrations
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17. Ensure that your platform communicates with other tools
seamlessly. The data should auto-sync, and customers can
interact with various channels.
A customer engagement solution with better integration
capabilities enhances data utilization across different
channels and reduces confusion.
These are the must-have advanced features. Some basic
features include:
● Drag and drop builder
● Responsiveness
● Resource center
● Community support
● Ticket generation
The need to connect with customers on an emotional level
is never-ending. And if done correctly, it can be
advantageous for your business.
A custom-developed engagement portal helps you protect the
information while giving customers the full freedom to control
and manage their operations. It also helps businesses promote
brand loyalty.
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18. CRMJetty can help you leverage all those benefits by
developing a custom solution.
About CRMJetty
CRMJetty is a hub of portal solutions. We help businesses
with readily available and custom-developed portals
well-suited by considering the 14 years of industry
experience, market trends, and client requirements.
If you need help in developing a custom customer
engagement portal, we can be your helping hand.
Contact Us
Source:
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/www.crmjetty.com/blog/customer-engagement-p
ortal-complete-guide/
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