Customer Engagement Portal: An Up-to-Date Guide

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Customer Engagement Portal An Up-to-Date Guide
Whats 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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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 bene?ts 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 noti?cations.
Offer additional services like shipping
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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
de?ning a buyers persona. Next, use that data
to anticipate customers needs, interests,
behavior, and more. It will help you de?ne 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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Take advantage of digital channels. Run contests
on social media for product promotion and
giveaway freebies. Run a quiz on a website to
test visitors 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.
Heres how Lifebox Food and Punk and Chancers
ran their collaboration contest on
Instagram. Collect Customer Feedback
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Whatever platform youre 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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felt by simply interacting with them on social
media. Stay transparent and real. For example,
while planning content, de?ne 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 ef?ciently
as human voices and faces help deliver the
message appropriately. You can even humanize your
social channels like Flipkart. They have an
of?cial Twitter handle where they share updates,
stories, and other events happening at
Flipkart. https/ twitter.com/workat?ipkart?lang
en Personalize Customer Experience
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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 noti?cations 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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the latest developments. Engaging with them will
go a long way in driving sales and increasing
customer retention. Run loyalty programs.
According to Hubspots 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
sales, interact with
thinking, what if I could drive
customers, offer discounts, and provide relevant
content all in one place? Thats 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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• 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 ef?cient work?ow 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.
• De?ne key metrics and measure the output of the
  communication.
• Automating these activities not only helps you
  streamline work?ow 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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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, its 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. Its not a one-time approach. You have to
interact with customers consistently, and the
portal helps you do that ef?ciently. Youve 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 wayfor 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 thats where custom
engagement software is useful.
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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.
to ?nd answers and solve their
themselves. A customer engagement platform
queries provides
They want
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 ?les without leaving the
portal. You can manage ?les,
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• 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 bene?t
  customers through the journey and ?nd answers to
  these questions
• Do you need to support customers at every stage?
• At what stage do you interact more with
  customers?
• Whats your main mode of communication?
• What kind of help/support do customers expect
  from you?
• Find answers to these questions, and youll 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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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
for better the right
To divide customers into small groups deliver
communication. Categorization helps
message to the right people at the right
time. Your customer engagement portal should have
advanced grouping features based on various facto
rs such as
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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 whats working and
whats not. A great customer engagement platform
gives you in-depth knowledge about users, such
as who the users are, their
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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,
noti?cations, 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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Implement triggered behavioral automation. For
example, sending messages to users who perform a
certain action or match speci?c 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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• 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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CRMJetty can help you leverage all those bene?ts
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 https/ www.crmjetty.com/blog/customer-eng
agement-p ortal-complete-guide/
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