The way we engage with customers today has changed a lot, thanks to innovative tools and technologies. Customers are in a constant loop of information, online and offline. Hence, relying only on a single platform for customer engagement will not grab their attention. Strategic multi-channel engagement will ensure that businesses establish useful connections with customers on their preferred channels without overwhelming them. A fragmented approach may lead to missed opportunities and inconsistency in brand messaging and customer experience.

There needs to be a differentiating factor in engagement that meets the expectations of customers. Hence, engagement strategies should implement best practices to connect with them throughout various journey touchpoints. So, how do we do it?

1.Diving deeper into WhatsApp journeys: Instead of simply messaging your customers, WhatsApp messaging now provides tools to create journeys and flows that can be campaign-specific. It can automate the conversations, resulting in required actions. You can create versatile journeys based on business functions and the customer lifecycle. For new customers, you can execute onboarding journeys to help them understand the product and its benefits better, how they can use it, etc. Similarly, you can use it to promote products, raise awareness and consistently nurture your existing and prospective customers.

“WhatsApp messages boast remarkably high open rates, averaging around 98%”

For instance, in the SalesPanda platform, financial services companies can leverage it to promote NFOs, insurance products, new product launches, re-engagement, upsell, cross-sell and many other themes or product-specific journeys. These journeys will allow you to add actionables you want your customers to take during this engagement process. From direct selling to getting feedback, it can all be easily done with WhatsApp. These features collectively transform WhatsApp into a powerful communication channel that is not only efficient for businesses but also highly valuable for customer engagement, ultimately fostering stronger relationships and driving improved business outcomes.

2. Maximise your local and regional reach with Google My Business (now called Google Business Profile): Google My Business stands as one of the most effective platforms for managing your online identity across Google, including search and maps. Anybody doing a “near me” search can easily find you if you have a well-optimised Google My Business Profile, boosting your local visibility and engagement. 

Therefore, for businesses aiming to attract customers in their local area, an optimised GMB profile serves as a critical digital storefront, significantly boosting their visibility to potential customers actively searching for relevant products or services. 

Setting up a GMB for your business allows others to leave reviews, upload recent videos and photos, send messages and more. It is important to have a consistent Name, Address and Phone number across all platforms, helping Google to verify that your business is legitimate and improving local search.

By consistently optimising each of these aspects of their GMB profile, businesses can significantly improve their local search ranking, attract a greater number of customers, and establish more meaningful interactions with their target audience. In SalesPanda, we are offering a personalised microsite with Google Business Profile to help agents and partner networks be found by their potential customers in their local searches while strengthening their online identity.

3. Leveraging automation to broaden reach, build community, and nurture leads: Social media platforms have a vast reach; they are ideal for showcasing products, establishing brand presence, and engaging with a diverse audience. If you can automate this entire process, it can save a lot of time and bring efficiency. Ultimately, a successful social media strategy transcends simply broadcasting promotional messages; it centers on creating valuable content, nurturing genuine interactions, and building a loyal community around the brand, thereby establishing meaningful connections with the audience and encouraging long-term engagement. 

Similarly, email marketing automation is another very empowering digital marketing tool that can help cultivate customer relationships with efficiency. The automated approach streamlines marketing efforts, providing a lot of valuable time and resources while ensuring consistent and timely communication. One of the strongest aspects of email automation is its ability to nurture leads without manual intervention and improve conversions. There can be a wide variety of email campaigns that can be smoothly automated, like product promotion, lead nurturing, customer retention and more. By strategically implementing these campaigns, businesses can effectively engage with customers at every stage, providing them with the information they need, encouraging desired actions, and ultimately building stronger, more profitable relationships.

SalesPanda’s digital office platform comes integrated with social media automation and email marketing automation features. It aims to make the interaction process for agent and partner networks easier and consistent without manual interference at all times.

Conclusion:

In today’s highly competitive business environment, a unified customer engagement strategy is no longer simply an advantage but a fundamental necessity for cultivating enduring customer relationships and achieving sustainable growth. Businesses should embark on this process by meticulously mapping out their customers’ journeys and carefully identifying the pivotal touchpoints where these key additions can be thoughtfully orchestrated to deliver exceptional value and a consistently positive experience.
Would you like to explore these features in our platform? Reach out to us here.

Tagged Customer Engagement