How Real-Time Customer Engagement Can Boost ROI

In the fast-paced, highly interactive world of eCommerce, meaningful customer engagement should be priority number one. That means being fully informed about where you are in a conversation with a customer and being able to respond to personal concerns or offer fast self-service options on any channel.

This is why it’s more important than ever for businesses to be present for their customers in the here and now, offering a customer journey that is not simply driven by demographics, but that is grounded in their personal history with your brand.

Is this their first time connecting with you? Or have they attempted to connect over multiple channels within the last week to check on their return? Is this a loyal customer to who we’d like to offer a personal promotion, knowing they’ve spent over $500 in the last 5 months?

This is where real-time customer engagement comes in, and in this article, we explore how it can significantly boost your ROI.

 

What is real-time customer engagement?

 

In a nutshell, real-time customer engagement means being in tune with your consumers wherever they are on whatever channel they prefer at that moment. Being in tune with a customer is also about understanding their history, being well informed, and being prepared to make and keep a promise to take care of them. Nothing builds trust faster than making and keeping great personal promises.

 

Real-time customer engagement gives a virtual transaction a human touch

 

It’s akin to a game of join-the-dots using data signals, with brands utilising a customer’s historical shopping habits to generate a personalised user experience.

It is essentially the virtual equivalent of an in-person concierge who recognises an old customer and knows their size, favourite colours and even their taste based on which season it is. Alternatively, a new customer, who we have no history with and can listen – and discover possibilities that can take care of concerns and build a long-term friendship.

 

It provides a tailored customer experience

 

Using APIs it’s possible to access and summarize customer interactions and quickly understand where you are in your conversation with your customer. It’s possible to track the browsing pattern of each visitor to their site, and the interactions the customer has had with the business which in turn facilitates the collation of specific data surrounding a customer’s individual preferences and desires.

This is then processed to offer or make counter-offers to customers and tailor their online experience aimed at fulfilling their current needs and building brand loyalty through relevant engagement.

 

It is an omnichannel tool

 

It can also serve as a highly effective marketing tool away from a brand’s main website, again through the use of targeted interactions on the customer’s preferred channel. For example, a blanket email marketing campaign that is sent to every customer is the equivalent of casting a very large net – and is quickly ignored.

In contrast to this, the personalised and omnichannel nature of real-time engagement is instead focused on building deeper relationships that lead to increased sales and improved customer retention.

 

It can revolutionise the online customer journey

 

Many consumers encounter real-time customer engagement daily, perhaps without even realising it. Outside of the widely used customer service chatbots, the most advanced software offers automated quotes and consultations, presents product suggestions based on previous purchases, and even predicts a customer’s next move by showcasing a product or discount pop-ups based on the way a shopper navigates the site.

 

 

What are the benefits of real-time customer engagement?

 

In what is becoming an increasingly customer-centric world, the need for real-time customer engagement is simultaneously increasing at a rapid pace.

As a result, there are numerous benefits to integrating relevant technological platforms into your business operations:

 

1. Firstly, real-time engagement platforms enable brands to interact with their customers at any time, anywhere. This omnichannel approach ensures that you know where you stand in your conversation with every customer. Whether online, on social media, on mobile or elsewhere, your brand can be in tune with shoppers in a relevant way.

2. This always-on, tailored approach promotes a positive customer experience, which will give many virtual spenders a gentle nudge over the checkout line.

3. In turn, a positive experience inspires repeat customers and drives brand loyalty.

4. All the above roads lead seamlessly to the bottom line: a significantly higher ROI for your business and data that builds long-term value.

 

In addition, real-time customer engagement offers extended benefits by bridging the gap between expectation and reality. Given that more than 50% of consumer shopping experiences fall between the measures of average and poor, while 75% of businesses stand by their excellence in this department, creating cohesion between brand and buyer is certainly high on the list of added pros.

 

 

How to deliver real-time customer engagement with Twilio Flex

 

Twilio Flex is a modern programmable omnichannel contact centre for your business that allows businesses to match customer engagement with real-time agents or direct them to self-service capabilities. Whether it be a start-up or a large enterprise, Twilio enables brands to maximise productivity and efficiency and as a result, boost return on investment.

The team at Kaptea works with companies of all sizes to facilitate such success. With your unique business needs as the primary focus, we will quickly get your Twilio Flex deployment up and running and integrated seamlessly with your existing CRM. We will also provide you with the ongoing training and support you need.

Nowadays, the impact of omnichannel customer engagement on a company’s ROI is undeniable. As a business owner, there’s no time like the present to take charge of your customer experience on every channel and get the ROI you need to drive bottom-line results – and it couldn’t be easier with the help of Kaptea.

Contact us today to book a 30-minute call with one of our team. Let us focus on your Twilio implementation so that you can focus on growing your business!