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User engagement is one of the most pressing issues for marketers today. Why? Because it helps businesses to build customer relationships and will ensure they choose your brand.
The increased focus and investment of companies in user engagement come as no surprise because increased user engagement can lead to an improvement in product user adoption.
User engagement is also among the important metrics when it comes to understanding how your product is being adopted.
It is essential to improve product engagement in such a way that your users are compelled to get habituated to your product and consistently use core product features. An absence of such engagement results in reduced product usage and ultimately leads to customer churn.
Before we dive deeper into how we can increase user engagement, let us first understand what it is and why it is the key metric for any SaaS or mobile app.
User engagement is simply defined as the number of users who remain actively engaged with your product over a given period of time. User engagement measures whether users find value in your product or not.
It is important to track user engagement because it indicates the level of satisfaction that users have with your product. A reduction in user engagement is an indicator that some things are going wrong. User engagement rate can be measured through the following formula:
Businesses that track customer metrics often find it easy to deliver value. When you measure customer engagement metrics, you better understand the level of engagement. Measurement and analysis of user engagement can be profitable for companies in many ways.
Here are a few reasons why.
Creating opportunities to increase user engagement encourages users to interact frequently with your product features. Through frequent interactions, users build a personal connection with your product. Such increased user engagement turns them into loyal brand advocates.
Increased user engagement indicates that the users are finding value in using your products and that the product’s features are genuinely adding value to their lives. When users engage with your products on a regular basis, they are more satisfied thus reducing customer churn.
Product experience refers to the customer journeys that take place within the product itself. Gathering user feedback and implementing elements that can increase user engagement will lead to better product experiences amongst users.
It is evident that companies should focus on user engagement for a better conversion rate, increased profits, and creating good examples of customer engagement campaigns.
Here is a list of effective ways to increase user engagement for your business:
Let us discuss the strategies to build a strong user engagement model for your business.
Providing live chat support can be extremely helpful to drive increased user engagement because it is one of the best ways to provide quick customer support. Live chat beats all other forms of user engagement because of its faster response rate which can lead to a reduced number of customer service tickets, increased customer loyalty, and improved conversion rates.
Studies reveal that 90% of consumers expect and consider an immediate response as a very important factor when they have customer service queries. This makes sense as we all have experienced situations where the lack of immediate resolutions to our problems left us frustrated.
Providing top-notch product experience is what differentiates mediocre businesses from leading brands today. In a competitive marketplace where everyone has similar products, valuable product experiences are what stand out.
Improving customer experience on your product can have a vast impact on increasing user engagement. When customers have more positive experiences with your product, they will feel more connected with your brand. Hence, there is no doubt about the fact that focusing more on adding value and providing a world-class product experience is one of the best ways to improve user engagement.
Did you know that 72% of consumers only engage with messaging that is personalized to fit their specific needs and interests?! Personalization adds the much-needed human touch throughout your customer journey and encourages your users to frequently engage with your product.
From the stats, it is evident that customers tend to engage more when the messaging is personalized. But personalization has gone way beyond first names today. Here are some tactics using which personalization can be used to increase user engagement:
Co-browsing is one of the best customer service solutions available today that many businesses have adopted. Co-browsing takes customer service to the next level by providing a collaborative medium for customer support agents to interact with your users in real time.
Co-browsing solution empowers the customer support teams by allowing them to remotely navigate through the customers’ browsers.
Such a transformative solution can be used for real-time troubleshooting as well as for helping customers better navigate through your product.
Such premium support is seldom possible using mere customer service phone calls or chats.
REVE Chat’s live chat platform offers a complete toolkit of customer engagement tools that helps to increase user engagement through real-time collaboration. Sign up with REVE Chat and engage your customers better and offer quick solutions by identifying issues faster.
Using gamification for engaging customers is a brainer. Turning your product into a gamified experience will give the much-needed motivation for users to engage more with your product.
Various businesses today are using gamification principles when they see their user engagement levels decreasing. Deploying gamification has led to increased engagement almost instantly. One such example is the SaaS company Quuu Promote which used loyalty badges for content promotion.
When users’ content attained more likes and shares, then badges were presented to them along with user credits. Such experience was crucial in increasing user engagement for the company.
Source
72% of marketers believe that creating engaging content is responsible for increased customer engagement. The key to improving engagement is to put out informational and helpful content that will be very beneficial to your users.
Here are a few ways in which content marketing can be leveraged for increasing user engagement:
You might commonly observe that certain product features do not resonate well with the users when compared to other features. Product features that were intended to work for a certain use case might not be getting the amount of engagement that you had expected.
Unused product features tend to pull down the value of your other better-performing product features. Such features may confuse your users and may even lead to a bad product experience.
Companies that use a strong omnichannel approach for user engagement are known to retain 89% of their customers and improve omnichannel customer experience. All your users are different personalities with different choices for communications. Hence a one-size-fits-all approach doesn’t work anymore.
By using an omnichannel approach, you can interact and engage with users across their preferred channels. It also helps to increase turnaround times, and customer support efficiency, and ultimately leads to improved customer satisfaction.
It is evident that user engagement is one of the most important factors that you need to prioritize. More engaged users form a personal connection with your product and thus end up becoming life-long customers.
REVE Chat is one of the best live chat platforms that offer real-time sales and support assistance. Sign up today and boost user engagement.
User engagement can be increased through strategic planning and adding a personalized touch to all the customer journey touchpoints. And lastly, it is important to have a proactive approach to user engagement instead of waiting for your customers to reach out to you first.
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