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:
Guest checkout rates
Purchase frequency
Average order value
Repeat purchase rate
Calculating customer engagement
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 (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 (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.
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.
4 Tips for improving customer engagement
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.
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.
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.
LiveAgent combines excellent live chat, ticketing and automation that allow us to provide exceptional support to our customers.
Peter Komornik, CEO
How can LiveAgent improve customer engagement?
Provide omnichannel support
Offer omnichannel support with LiveAgent. Streamline all your customer queries into a single dashboard and respond to them with ease.
Personalized service in real-time
Save time by utilizing automation and focus on what's important -- personalizing the overall experience for your 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
Set up feedback and suggestion boxes as a part of your customer portal. Utilize these actionable insights to improve your service.
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.
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?
LiveAgent makes customer support a million times easier. Our response time is now faster by 26%.
Eva Kianickova, Head of Customer Service
What makes our help desk software the right choice?
Most reviewed and #1 rated
LiveAgent has been the most reviewed and #1 rated help desk software for small businesses in 2019-2020.
Preferred by 21K businesses
Over 21,000 businesses across various industries have chosen LiveAgent for their customer support needs.
Packed with 180+ features
With 180+ features, 40+ integrations and endless customizations, the tool easily adapts to your business requirements.
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 Capterra, Trustpilot, GetApp, G2, Software Advice.
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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Ideal for small to medium sized businesses.
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