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Increase engagement with LiveAgent

Your customers are bombarded with choice. Every day, 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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Definition of customer engagement

What is customer engagement?

Customer engagement is all about the interactions between your brand and your customers. At its 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 guest checkout rates, purchase frequency, average order value and repeat purchase rate are: 

Money bag coin dollars Average order value

Growing trend money Purchase frequency

Dollar bill Guest checkout rates

Repeat purchase rate heart Repeat purchase rate

How to calculate customer engagement

Calculating customer engagement score

Guest checkout rates

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.

Purchase frequency

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.

Average order value

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.

Purchase repeat frequency

Repeat purchase rate (RPR)

Your repeat purchase rate 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.

Focus on the customer experience

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

Focus on customer experience
Personalize content to specific customers

Personalize content & messaging

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

Create useful & valuable content

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

Create useful content

Happy customers are the best customers​

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

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How can LiveAgent improve customer engagement?

Provide omnichannel support

Provide omnichannel support

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

Personalized services on real-time

Personalized service in real-time

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

Provide multiple self service options to customers

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.

Receive feedback and suggestions from customers

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.

Call center that is part of help desk software

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.

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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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Increase customer engagement
Peter Komornik

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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Empower customers with self-service

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 get better with smart customer engagement software today!

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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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Ask your customers for feedback

Reasons why companies switch to LiveAgent

  • “It’s so rich in functions and beat my 5-year zendesk subscription. So I switched. Very good value for me as small business owner.” Albert

  • I first tried out Zendesk but after hours of configuration and understanding the price model i realized that it was not for me. Instead I started using LiveAgent and must say I’m so far very satisfied. The system got exactly the right amount of configuration that I want and I have not yet found something that is not possible to do. The support itself is great and usually answer your questions in a couple of minutes.” Erik

  • “We moved to LiveAgent from ZenDesk… and wouldn’t go back… It’s amazingly affordable pricing and always helpful support team who are their to help us 24×7. Secondly, the advanced level of automation which has literally replaced our need for Zapier as there’s good amount of integrations. Plus they also give so many alias emails to connect that too very easily.” Aaron

  • “We and our clients were constantly having trouble with ZenDesk, but after looking at different options, we chose LiveAgent based on user reviews and its price.” Adam

  • “I used ZenDesk for years and I was tired of these “ticket-style” emails and that I can’t attach files to my emails, only send links. What I like in LiveAgent: it sends emails (not tickets), I can attach files, organize the flow of emails easier than in ZenDesk, can chat and manage emails from the same window. Also, LiveAgent supports spreadsheets in its emails and has a great support team.” Vlad

  • “We switched to this system after many years of using ZenDesk. The functionality is awesome: contact forms, live chat, databases, integration with social networks – all in one service and all these modules are well thought out and competently interact with each other. I liked that the service works stably even on mobile platforms (after ZenDesk this is a huge plus for us).” Olga

  • “Tried various solutions including Zendesk, Freshdesk and more. Then found LiveAgent. Great tool, good value for money, ease to use, great support and help to implement. And now, after several years of use, it is still the best choice for support tool that we could have done.” Michal

  • “I have used many other help desk system before such as LiveZilla, Zopim, Zendesk, Freshdesk, Desk.com, and etc. LiveAgent has beaten them in every way due to its pricing, features, customer support, and mobile features.” Harrison

What makes our help desk software the right choice?

Most reviewed and number 1

Most reviewed and #1 rated

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

Preferred by 21k businesses

Preferred by 21K businesses

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

Packed with features

Packed with 180+ features

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

Cloud based and secure help desk

Cloud-based and secure

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

Price to value ratio? Second to none

Considering the vast amount of functionality LiveAgent provides, our offer is a steal. Try LiveAgent today with a 14-day free trial. No credit card required! 

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