This is a guest post from Jason Grills is a technical writer associated with ProProfs Chat.

Brands heavily invest in marketing and customer service.  This is because they represent the beginning and the end of a sales journey. But today, with everything the digital world has to offer, customer experience extends beyond the sales journey.

Customers want to be heard, get answers to their questions, get their problems solved and feel connected to the brand. To be able to meet these customers demands, brands have to devote time to customer engagement tactics.

Today, we are going to explore different methods you can use to achieve this, ranging from live chat software and social media to creating useful content. Let’s get started.

Get to Know your Customers and Market

To engage with potential customers, you will have to do your homework. You need to know what makes them tick towards a certain product or a service. This crucial step will require you to review customer surveys thoroughly. In fact, all of the methods addressed in this article will be based on the things you learn through customer surveys.

In order to connect with your potential customers efficiently, understanding their specific needs should be your primary goal. While working towards this goal, you need to address the following two questions:

1. What are your customers expecting from your product and/or service?
2. How can you deliver them more efficiently?

This is where the data comes into picture. Use gathered data to reshape your brand so that it appeals more to the target audience. Depending on what you discover, it will become easier to pick one or a combination of several methods that are discussed further.

Live Support Software: On-spot Engagement

With more and more people turning into online shoppers, it is logical to offer assistance and engage with them on your official website. In fact, 63% of online shoppers report that they are more likely to return to a website with a live chat feature as opposed to one without it.

Live chat support provides a unique set of opportunities for brands. They can

• Proactively engage website visitors and offer them assistance
• Make themselves available for customers in need of help
• Empower customer support agents to be more efficient without sacrificing the quality of service
• Discover trends in customer inquiries, use the data to build FAQ pages, and make changes to products and services accordingly
• Be there for the customers around the clock, which is quite efficient for potential customers coming from different time zones

Additionally, live support chat opens another channel of communication between your brand and customers. This channel can be used to delight them and deliver a great customer experience.

Social Media: Personalize Your Brand Voice

Social media platforms are important for businesses. If you do it right, engaging a lot of potential customers and increasing your brand awareness won’t look like a hassle. But before you dive into it, you will have to build your brand personality.

After all, social media provides a platform for people to get connected and communicate with others. You would also notice that attaching human characteristics to a brand name  will further make it easier for the audience to connect.

Also, another aspect that shouldn’t take back seat is consistency. Make sure to stick with the voice and tone you pick. Your post should look more actionable rather than forceful. This helps you build authenticity – something to help you stand out from the competition.

Create Content: Educate your Customers

Another powerful tool to engage your customers is your content. Curating content and educating customers is a potent engagement strategy. If you give customers what they want, the leads will more likely convert into sales.

Therefore, getting good content published will not only boost engagement but also increase customer satisfaction. It further results in excellent customer experience. For instance, almost 50% of mobile users are more likely to make an online purchase. As per Google study reports, this is true in case of a company whose website contains an instructional video.

Of course, you don’t have to stick to creating videos only. If you diversify your content strategy and create infographic, blog posts, how to guides, and reviews, you will attract more potential customers. This further results in increasing your chances of converting them.

If you decide to follow this path, make sure to pay attention to the comment section. This is another opportunity to engage with your audience. You can easily establish a direct and meaningful conversation that helps you know them even further.

Build a Community: Engage your Leads on Forums

While social media platforms can certainly help you build a community around your brand, there are other options at your disposal as well. Forums, for instance, provides amazing opportunities to connect with your market and engage your customers.

You can build your own forum of course. But it will take time to get people there. To avoid wasting time, you can adopt this as a long term strategy. However, in the meantime, it would be better to use popular forums and forum-like websites to engage both potential and regular customers.

For instance, you can start answering specifically targeted questions on Quora, the ones that you know will interest your target market. Reddit is hugely popular too. It features a dedicated product review page. You can start your own topic, or participate in ongoing discussions.

Leverage the Influencers

Thanks to big time influencers, businesses can now be seen and heard by large audiences. If you decide to pursue this path, you have to make sure that you are connecting with the “right” influencer. A social media figure of your interest, who is an expert in your industry, with a voice and tone similar to yours.

What to do to pick the right one? Always start with the context first; you want an influencer that fits your engagement goals. Furthermore, you have to make sure that your influencer has a satisfying reach and that they have the ability to motivate the audience to take action.

Let’s Conclude…

Getting your homework done on time and right is important for learners. The same is true in case of brands who wish to engage with potential customers. There is no doubt that every brand wishes to increase their brand engagement and be heard of in market. But this easy to look at task isn’t that simple. You need to get your research done first.

Get to know your customers. Know what makes them attracted to your product or service. Try to understand their perspective when planning to improve or improvise your products. A customer centric approach can help you stand out in the competitive market.

Therefore, when planning to build customer engagement with your brand, it is important you adopt various tools and practices that make your work easy. For example, a live support software can help you engage them on site. While other methods like social media engagement will help you widen your reach, and engage your customers on multiple platforms.

This is a guest post from Jason Grills is a technical writer associated with ProProfs Chat.


Jason Grills is a technical writer associated with ProProfs Chat. He’s been working with the organization for more than 3 years and continues to curate and advance the organization’s brand name across the competitive SaaS market.

He enjoys writing about emerging customer support products, the latest trends emerging in the support industry, and financial impacts of using such tools. In his spare time, Jason likes traveling extensively to learn about new cultures and traditions.