Customer Engagement is an important aspect in the eCommerce space. Failing to engage customers results in a high bounce rate and eventually losing out on potential customers.
Brands try to implement multiple strategies to increase customer engagement. But before we delve into the customer engagement strategies, let’s try to understand what it is and why is it important.
In simple terms, User Engagement, or Customer Engagement is the interaction, or say the behaviour of users towards your website, product or services.
To be precise, customer engagement and user engagement are generally considered the same terms but actually there is a slight difference between both.
Customer engagement is the interaction of customers, people who buy from your brand and have much more knowledge than a random or anonymous user to which we term as users, and hence the term user engagement.
A customer is always a user but a user cannot always be a customer. However, the difference is negligible and that is why both are referred as same. So do not get confused if you see user engagement being used at some places in this write-up and customer engagement at some.
Higher customer engagement means higher duration on site, which is the result of a user’s positive experience on your website.
Customer Engagement is important because it leads to building trust in visitors/customers about your brand. The more time they spend on your website, the more likely they are to turn into your regular customers.
There are certain ways to increase user engagement. In this article, I have put up 5 best strategies to increase customer engagement.
The primary thing to do to increase user engagement is reducing the page load speed. I mean, there is no point of talking about increasing user engagement if your website takes a lot of time to load.
A study says that users bounce off from the websites that take more than 3 seconds to load. Your website design, products, offerings, none of it really matters if your website does not load quickly.
Eliminate unnecessary and clunky elements that are causing slow loading. You can download a few plugins that will help you improve your page load speed.
One of the few plugins that I would recommend is the Accelerated Mobile Pages plugin, or simply AMP plugin. The AMP module increases the page load speed in mobile devices, thus reducing the bounce rate and the page load time.
You do not want your users to cringe when they enter your website, right? Your motive is to engage users.
So, it is important that your web pages are well set up and do not look cluttered. If you want users to take some action, you need to make them comfortable first.
Who would not want to spend a little time browsing through a website that looks pleasing?
Pay most attention at your home page. It is the interaction point of your website. Fill it with elements that leave a strong impression and encourage users to take action.
If it is packed with some exciting information, you will surely witness higher user engagement.
Before you aim to increase user engagement, make sure you have optimized your website for great user experience. User engagement is directly proportional to the user experience.
And one of the best ways to increase customer engagement is by having a simplified and attractive navigation bar. There must be enough space between the tabs, proper listing of categories and sub-categories. In short, it should appear professional.
Also, have an easy to spot search bar. It should be eye-catchy so that if a user visits your website to make a search, the search bar is instantly spotted.
Do not forget to optimize your checkout page. It holds the utmost importance for user engagement.
M-commerce has already gone past eCommerce and it is going to be a dominating factor in the upcoming years as well.
The count of smartphone users has increased too. So, it is to be kept in mind that your website is equally optimized for mobile devices as it is for desktop. To put it simply, it should be responsive.
A non-responsive eCommerce site will look bulky and unorganized in mobile phones and might compel users to take an exit. This can have a severe effect on the bounce rate.
Thus, having a mobile-friendly eCommerce website is necessary to increase user engagement.
It is always a good idea to display related or even better versions of your product. Browse Amazon or Flipkart, they have a separate section that says “Similar products” or “Frequently bought together”.
You can follow the same approach on your website too. And this is not just restricted to the product pages, you should display related contents on your blog posts as well.
I am putting forward a list of tools that will help you increase user engagement.
One of the best ways to engage users on your website is by incorporating a Spin and Win popup on your website. Today, it has been adopted by many eCommerce brands.
It adds a Gamification element to your website and engages users in a fun activity, persuading them to spin the wheel to win some exciting offers.
Not only it works as a user engagement tool but also helps you grow your email list comfortably and boosts your conversions.
The Scratch Coupon module integrates an unscratched coupon on the top of your website and makes it an amazing technique to draw user attention.
Curious to see what’s behind the scratch card, users scrape the coupon. The coupon contains your website deals and offers which the user can avail after scratching it.
This proves to be an effective way to increase user engagement.
You can give a thought about implementing Infinite Scroll on your website. The Infinite Scroll module converts the pagination process into continuous scrolling.
Users do not need to click on the next page to visit it. With Infinite Scroll, the next page content is automatically fetched and displayed within the same page, as the user scrolls down.
But this user engagement tool does not fit with every eCommerce business. So, before you decide to opt for the Infinite scroll, check whether it would suit with your business niche or not.
Related: Pagination vs Infinite Scrolling
Browser Push Notifications have proved to be effective in increasing customer engagement, and you must implement this in your website too.
With Web Push Notifications module, you can reach out to your subscribers even when they are not present at your website. You can use this tool to send abandoned cart notifications, stock alert notifications, price alert notifications, flash sale notifications, etc.
For a successful conversion, or taking users onboard, user engagement has a significant role to play.
User engagement will automatically increase if you focus on improving the user experience and manage to reduce the bounce rate.
Apply the above-mentioned customer engagement strategies, try out the user engagement tools and see if they have helped you achieve desired results.
For any doubt regarding the modules, you can contact us at email@example.com
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