Traditional businesses rely on sales and management staff to properly engage with their customers. If there are any queries on products then a sales representative will be more than happy to explain. Product issues are also taken care off in the customer service department. This scenario isn’t quite the same in the world of e-commerce. Since everything is online, store owners will have to improvise, as well as use technology to engage and assist their customers.

Customer engagement is one of the most proven methods of successful online stores. Allowing customers to interact directly with a store will give them a sense of control whilst establishing trust with them. If done correctly, customers will be able to feel right at home when browsing an online store’s pages. Trust isn’t gained overnight. This is something that store owners will have to focus on in order to enjoy a loyal following of customers. So where can you start? Try chatting

Live Chat

No matter how much information a store can have in a products description, it still isn’t enough. Customers will always want to know more about a product or service that they intend on purchasing. The information they require could be warranty related, or it could just be some further reassurance on the quality of the product. Whatever the case may be, you need to try and get in there and close the deal. For e-commerce stores, online chat within the store is the way to go.

Ideally, a customer will have to call you for more information on a particular product. Most shoppers online don’t tend to seek information from calling stores. They would rather move to another website for more details on the product or initiate an online chat. Starting a chat with an online store doesn’t cost anything and in most cases, the store clerk (chat agent) will successfully serve the customer with answers relevant to their needs.

Chatbots are becoming increasingly popular with e-commerce websites. A chatbot can engage with a customer immediately at any given time or moment. Chatbots will ask customers a series of questions in order to serve them with the most relevant answer. If the query is complex, then the chatbot will forward the customer to a human agent for further troubleshooting. This is perfect for after-hours chat as well as chatting globally with consumers from different time zones.

Another chat feature worth mentioning is Facebook Messenger. More online megastores today are taking proper advantage of this platform. In doing so, stores are now able to chat directly with prospective customers on Facebook. This makes communication convenient for those who don’t wish to leave Facebook.

Comments Section

Accepting comments and reviews for your products is an excellent way to create consumer engagement on an online store. This can possibly be the start of interaction that can take place between a single customer and other potential buyers. The owner of the store can also reply with positive comments by leaving a “thank you” comment as a token of appreciation. This will indicate to customers that the store is paying attention to their needs. A gesture like this can assist the store in gaining trust with its customers.

Online comments sections can also be the source for many heated debates and arguments. People who run websites tend to have much difficulty dealing with hate comments. When it does come down to a situation like this, its best not to blow things out of proportion by responding inappropriately.

A stores response will be scrutinized to the fullest. It’s best to handle hate comments on a store product in the most decent and helpful way possible. Try to get the upset customers details so that you can contact them in private in order to resolve the issue. Future visitors can still go through these older comments and will be satisfied to know that this particular store handles problems efficiently and with care.

Working with Comments outside a store

Some unsatisfied customers will go beyond a stores comments section. They can choose to post negative reviews of your products onto sites like Google and Yelp. It isn’t easy trying to get these comments taken down. Instead, respond to the customer’s needs and try and resolve the complaint. It is very possible that a complaining customer will come back and buy more goods.

Social media can be a great place to strip away some of the formal interactions and replace it with a casual and light-hearted approach. Many companies have stuck to likeable online personas that truly represent their brand. But overdosing it can sometimes lead to poor taste. Distasteful tweets and posts are taken very seriously by the public and can cause more of a negative impact on your companies engagement with its customers.

Offer Rewards

Loyalty programs and incentives are a great way to express appreciation towards customer engagement. Freebies such as free trials and e-books can do the trick. You can still take things further by implementing a proper rewards program that awards faithful customers with points which can be converted to discount or free shipping.

Points can be allocated to customers not only through purchases made but through them engaging in various activities across the website. Activities such as reviewing and commenting on products, social shares, getting friends to register, and filling out questionnaires. Offering new customers with free items early on is a great way to start a loyal and engaging relationship with them.

Another great tactic is to reward the best customers with further special rewards. These customers are usually worth the most to the businesses. Making a small investment in keeping them happy can go a long way in terms of word of mouth marketing. Stores can take part in further promotions with these top-tier customers by featuring them in reviews on the website.

Directly engaging with online shoppers is the future of e-commerce. Being able to connect with potential buyers in a meaningful way has the potential to increase an online stores conversion rate. Consistently pushing engagement in a positive way can also lead to customer loyalty. This means consistent repeat business, which is what all business strives for.