Increase engagement with LiveAgent


Your customers are bombarded with choice. Everyday, they decide where to buy their coffee, lunch, or groceries. When it comes to online shopping, it's no different. There are thousands of shops that carry identical or similar products for a range of different prices. So how do consumers decide who to buy from? What sets successful businesses apart?

Apart from the product price and quality, customers pay attention to the customer experience that businesses provide. Was it engaging and personalized? Does it leave them with a positive feeling?

Customers want to be engaged, and are even willing to pay more for a better shopping experience. So how can you increase customer engagement? What strategies will give you a competitive edge? Read on to find out.


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What is customer engagement?

Customer engagement is all about the interactions between your brand and your customers. At it's core, customer engagement is that special something that your brand does that keeps your customers coming back.

How to calculate engagement

There are a number of different ways to calculate engagement. The most important metrics to measure are:

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Guest checkout rates

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Purchase frequency

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Average order value

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Repeat purchase rate

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Calculating customer engagement

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Guest checkout rates

The guest checkout rate is the number of customers who complete a purchase without making an account. Guest check out rates are important because customers that create an account have a higher chance to make repeat purchases.

Calculation: number of orders completed by a guest/total number of orders.

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Purchase frequency  (PF)

This metric is important because when you know how long it takes the average customer to make another purchase, you’ll have a better understanding of how engaged they are.


Calculation: number of orders in the last 365 days/number of unique customer over the last 365 days.

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Average order value (AOV)

This number will tell you how much the average customer spends per purchase when they shop with you. In general, repeat customers spend roughly 7X more than their one-time purchase counterparts, making this an important metric to understand.

Calculation: total revenue over the last 365 days/total number of orders placed in the last 365 days.

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Repeat purchase rate (RPR)

Your repeat purchase rate gives you gives you a clearer snapshot of the effectiveness of your entire retention strategy because it tells you how many customers are engaged enough to make more than one purchase at your store.

Calculation: number of customers that bought more than once/total number of customers.

Happy customers are the best customers

We offer concierge migration services from most  popular help desk solutions.

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4 Tips for improving customer engagement

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Focus on the customer experience

42% of consumers said they would pay more for a friendly, welcoming experience, and 52% would pay more for a speedy and efficient customer experience.

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Personalize content & messaging

80% of consumers are more likely to make a purchase from a brand that provides personalized experiences.

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Create useful & valuable content 

48% of smartphone users are more likely to buy from companies whose mobile sites provide instructional video content.

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Gather feedback & improve

1 in 3 customers will leave a brand they love after just one bad experience, while 92% would completely abandon a company after two or three negative interactions.

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LiveAgent combines excellent live chat, ticketing and automation that allow us to provide exceptional support to our customers.

Peter Komornik, CEO

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How can LiveAgent improve customer engagement?

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Provide omnichannel support

Offer omnichannel support with LiveAgent. Streamline all your customer queries into a single dashboard and respond to them with ease.

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Personalized service in real-time

Save time by utilizing automation and focus on what's important -- personalizing the overall experience for your customers.

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Offer multiple self-service options

Set up external knowledge bases to provide 24/7 support for your users. Fill them with FAQs, videos, how-to articles, and more.

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Receive feedback and suggestions

Set up feedback and suggestion boxes as a part of your customer portal. Utilize these actionable insights to improve your service.

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Personalization and speed, across all support channels

Need to increase customer engagement? Be available wherever your customers are. Offer support on all the platforms they're using. Why should they switch between apps just to contact you?

With LiveAgent, you can provide impeccable real-time support through email, phone, live chat, social media, knowledge base forums, and more. All the above mentioned communication channels are streamlined into a single company inbox, from which you can view, manage, and respond to all tickets.

Your customers will love the seamless service experience provided across all channels. Trust us.

Increase customer engagement by caring

Make your customers feel special. Call them by their name. Remember their previous questions. Send them personalized offers. With LiveAgent, it's easy.

Our built-in CRM makes it easy to view all the important information about your customers while chatting or calling with them in real time. View past purchases, tickets, contact details, and custom info such as shoe size or geolocation to provide the most personalized service possible.

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Empower customers with self service

Your customers are tech savvy digital natives. If you provide them with the information they need on your site, they'll be able to answer their questions about your products or services on their own.

By offering this information, you're able to provide immediate support 24/7. Your customers won't have any need to venture off to Google and discover a competitor's site. What are you waiting for? Set up your knowledge base and increase customer engagement today!

Ask for feedback, increase engagement

Receive feedback and suggestions from your customers through your customer portal. Find out what they like, what they don't, and what they're looking forward to in the future. This type of organic research is invaluable and will help you create actionable insights that will increase your customer engagement.

Your customers love to be heard, so why not give them a platform?

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LiveAgent makes customer support a million times easier. Our response time is now faster by 26%.

Eva Kianickova, Head of Customer Service

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What makes our help desk software the right choice?

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Most reviewed and #1 rated

LiveAgent has been the most reviewed and #1 rated help desk software for small businesses in 2019-2020.

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Preferred by 21K businesses

Over 21,000 businesses across various industries have chosen LiveAgent for their customer support needs.

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Packed with 180+ features

With 180+ features, 40+ integrations and endless customizations, the tool easily adapts to your business requirements.

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Cloud-based and secure

Fully cloud-based, secure, easy to set up and use. Get started with LiveAgent in minutes.

What do others think of LiveAgent?


Feel free to check out what our customers are saying about us. LiveAgent has collected more than 3,000 reviews on various software marketplaces like CapterraTrustpilotGetAppG2Software Advice.



Roman Bosch

Roman Bosch

Partly

It’s a pleasure to have a great portal that improves our customer service.

christine preusler

Christine Preusler

HostingAdvice

LiveAgent empowers our agents to provide better, faster, and more accurate support.

Karl Dieterich

Karl Dieterich

Covomo

LiveAgent helped us to achieve 2 important goals: increase customer satisfaction and sales.

Hendrik Henze

Hendrik Henze

HEWO Internetmarketing

We have been using LiveAgent since August and we are really satisfied with it.

Razvan Sava

Razvan Sava

Webmaster Deals

Since we are using LiveAgent our response time increased by 60%.

Taras Baca

Taras Baca

XperienceHR

Our paid customer conversion rate went up 325% the first month we've set up and actively started using LiveAgent.

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Andrej Ftomin

TAZAR Group

I have to say, I have never experienced such a professional customer approach.

Matt Janaway

Matt Janaway

The Workplace Depot

We find LiveAgent to be the best live chat solution by far.

Viviane Carter

Viviane Carter

CSI Products

We use LiveAgent on all of our ecommerce websites. The tool is easy to use and improves our productivity.

Christian Lange

Christian Lange

Lucky-Bike

With LiveAgent we’re able to give our customers support wherever they are.

Jens Malmqvist

Jens Malmqvist

Projure

I can recommend LiveAgent to anyone interested in making their customer service better and more effective.

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Catana Alexandru

Websignal

I'm sure we would spend 90% of our day sorting through emails if we didn't have LiveAgent.

JanWienk

Jan Wienk

All British Casino

With LiveAgent we are able to keep our players happy by offering more efficient support resulting in higher return rates.

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Allan Bjerkan

Norske Automaten

LiveAgent is reliable, reasonably priced, and simply a great choice for any fast-paced online business!

Sissy Böttcher

Sissy Böttcher

Study Portals

We like it because it is easy to use and offers great functionality, such as useful reporting features.

Peter Koning

Peter Koning

TypoAssassin

We love LiveAgent - it makes supporting our customers easy.

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Aranzazu F

Factorchic

We like to offer our customers the best support experience. That’s why we chose LiveAgent.

Rick Nuske

Rick Nuske

MyFutureBusiness

From setup to ongoing support and everything else in between, the team at LiveAgent continues to impress.

Vojtech Kelecsenyi

Vojtech Kelecsenyi

123-Nakup

LiveAgent saves us hundreds of precious minutes every day by making customer service clear and in order.

Rafael Kobalyan

Rafael Kobalyan

Betconstruct

Unlimited agents, email, social media, and phone integration. All that for less than we were paying with our previous provider.

Martin Drugaj

Martin Drugaj

Atomer

We’ve been using LiveAgent since 2013. We can't imagine working without it.

Ivan Golubović

Ivan Golubović

AVMarket

It's a cost-effective solution that can help you with a large amount of support requests via different channels.

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Rustem Gimaev

Antalya Consulting Language Center

Answering emails from Outlook was so hard to manage. With LiveAgent we're sure every email is answered in time.

Randy Bryan

Randy Bryan

tekRESCUE

LiveAgent is so awesome. With very little time and effort I had it up and running smoothly in a few...

Timothy G. Keys

Timothy G. Keys

Marietta Corporation

I highly recommend the LiveAgent product, not only as a Kayako alternative but a much better solution with added value.

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Mihaela Teodorescu

eFortuna

The support team always responded promptly with quick to implement solutions.

Hilda Andrejkovičová

Hilda Andrejkovičová

TrustPay

It helps us categorize the nature of the tickets and statistically track what our clients need most.

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Alexandra Danišová

Nay

We see LiveAgent as a great tool for communicating with customers.

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Samuel Smahel

m:zone

LiveAgent sped up our communication with our customers and gave us an option to chat with them as well.

David Chandler

David Chandler

Volterman

Simply put - LiveAgent beats everything out there at this, or even higher, price-points.

Price to value ratio? Second to none

Considering the vast amount of functionality LiveAgent provides, our offer is a steal.  Try LiveAgent today.

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Ticket+Chat

Ideal for small to medium sized businesses.

$29 /mo
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All-Inclusive

Ideal for businesses of all sizes.

$39 /mo
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