5 Ways Live Chat Outsourcing Can Enhance Your Customer Engagement Strategy

Customer engagement has become the holy grail of marketing and digital strategies. Most businesses have now realized that they can’t just rely on standard advertisements and SEO techniques alone to keep their brand top of mind with customers. 

It takes a lot more than just creating social media posts or sending out newsletters to remain relevant and drive sales. And in today’s business landscape, the vast majority of customers expect a faster, more personalized experience when engaging with brands. 

This is why many companies have begun integrating a live chat option into their websites as part of their customer engagement strategy. Read on for some helpful tips about how you can leverage the power of live chat outsourcing to enhance your business’s customer engagement strategy.

1. Be Responsive and Provide Transparency with Live Chat

One of the biggest advantages of using a live chat solution for your customer engagement strategy is that it allows you to be more responsive. Customers expect businesses to be available to them 24/7 and be able to provide them with information on whatever products or services they need at any given time—not just during regular business hours. 

With a live chat option on your website, you can be more responsive to their needs and help them make purchases or get the information they’re looking for quickly. With a live chat feature, your customers will know that you’re there for them whenever they need help or have questions about your products or services. 

They’ll feel more confident doing business with your brand because they know you have their best interests at heart and are readily available to respond to any issues or questions they might have.

2. Leverage Data to Drive Engagement

Another great way to enhance your customer engagement strategy is to make use of some of the data collected by your live chat solution. Whether you decide to outsource your live chat to a third-party provider or have it handled in-house, you’ll be able to access the conversation between your customer and your representative in real time. 

Using this data can help you to drive engagement in a number of ways. For example, you can use it to provide personalized recommendations to your customers based on their specific needs or purchase history. You can also use it to drive home key messaging points from your sales or marketing team. 

In many cases, live chat data is even more accurate and useful than survey results or feedback from satisfaction surveys. By leveraging this data, you can increase the personalized experience your customers receive when shopping with your brand and enhance their customer engagement experience.

3. Use Video Messaging to Have More Meaningful Conversations

Another way to enhance your customer engagement strategy with live chat is to use video messaging. Customers tend to be more engaged and enjoy a more meaningful conversation when they can see a representative speaking to them rather than just typing out messages to them. 

It’s believed that most customers prefer to receive information from businesses via live video rather than text. That’s a big deal, especially when considering that people are increasingly becoming more and more accustomed to using audio-only and video communication methods. 

In 2020 alone, a staggering 96% of consumers began watching more videos across various platforms. That’s virtually all consumers, so it’s clear that videos are the preferred methodology in which people respond to sales and marketing. 

Video messaging can help you to personalize your customer engagement strategy in a big way, especially if you’re outsourcing your live chat to a third-party provider. 

Some providers allow you to record videos that will be sent to your customers as they’re waiting for a representative to start a live chat. This way, you can address them by name and provide them with a more personalized experience as they’re interacting with your brand.

4. Try New Strategies to Retain Customers and Grow Your Mailing List

Another great way to enhance your customer engagement strategy with live chat is to try new strategies to retain your customers and grow your mailing list. Many companies use live chat as a way to help their customers get the best experience possible and encourage them to purchase from them again in the future. 

But if you’re only using it to create positive customer experiences, you’re missing out on a great chance to grow your mailing list. Most consumers are more likely to purchase from a brand if they have the ability to sign up for a mailing list through a live chat option on the company’s website. Live chat is a great way to encourage your customers to engage with your brand and interact with your representatives—and it’s also a way to increase your mailing list subscribers.

5. Increased Customer Satisfaction

One of the biggest benefits of live chat outsourcing is that it can help you increase customer satisfaction. This is because when customers are able to get their questions answered quickly and easily, they are more likely to be satisfied with your company as a whole. Furthermore, happy customers are more likely to continue doing business with you and to recommend your company to others.

Customer engagement works best when customers feel like they are your top priority. Live chat outsourcing ensures that your customers always have someone to talk to, no matter what time of day it is. This means that they are more likely to get the answers they need quickly and without having to wait on hold for a long period of time.

Call ASPEN for Tailored Live Chat Outsourcing

Are you interested in adding or improving your company’s live chat customer service? If so, you’ll want to consider outsourcing this important function. At ASPEN, we specialize in helping businesses like yours to implement and maintain top-notch live chat support.

Contact us today at 303.786.9500 to learn more. We’ll work with you to develop a tailored solution that meets the unique needs of your business and enhances your customer engagement strategy.