As brands are quickly learning, today’s customer wants to interact on the channel they want to use and at the time they want.
Though this means finding new ways to give the customer immediate service, across more channels, there is more to the story than this. Astute leaders will recognize that where you provide service, you can also leverage customer engagement to lead to the customer to additional purchases to increase revenue and strengthen loyalty.
If your company is currently looking at automating the customer experience for post-purchase, you might want to proactively look for ways to engage with them during the pre-purchase as well. One way to do this is by offering an opportunity for your customers to choose when they want to hear about upcoming sales and promotions on the channel they prefer during the post-purchase experience.
While giving customers the option to opt-in to marketing promotions at the same time they are opting in to SMS and Facebook updates on ecommerce orders may seem like a no-brainer, many brands are missing the opportunity to connect and continue the conversation long after the purchase.
Linc client, eBags realized there was a real opportunity to convert the high organic opt in rate they saw, and include marketing messaging in the follow up process.
In doing so, they have created a new way for customers to get connected, and have a new audience of engaged customers who can be sent marketing campaigns.
Your automated customer engagement solution should allow you to create a 1:1 customer experience for both pre and post purchase, not solely for order-related information.
By enabling this kind of opt-in, you have endless opportunities to engage and drive loyalty and retention.
At Linc, we’re very excited to have launched this option for our clients. This means even more shoppers can interact with your brand on the channel they prefer, and eCommerce marketers can engage an opted-in audience with great campaigns. Please let us know if you’d like to discuss in detail – and learn why leading brands are implementing this new feature.