Having a high conversion rate is the hallmark of a successful business. While the customer journey might vary depending on the product discovery to eventual purchase, the importance of customer engagement must be considered. 

Irrespective of the number of brand interactions, an engaging and well-crafted customer experience is crucial to turn prospects into loyal customers. Depending on the different stages of the customer journey, the process becomes quite streamlined for increasing conversion rates when the customer engagements meet expectations. 

Meeting customer expectations requires an organized customer engagement strategy. It must align with the communication strategy according to various touchpoints of user interaction and online activities to deliver personalized experiences throughout the customer lifecycle.

Consolidated and immersive communication across channels helps improve customer satisfaction and enhance brand loyalty. Further, acknowledging the customer feedback and offering a quick resolution often builds on the existing experience and can offer a better chance to turn these customers into brand advocates, further improving the overall ROI.

However, understanding how to create winning strategies that give you a shorter conversion cycle and improve brand stickiness is vital.

Top 8 Techniques to Offer Enhanced CX

Here are some techniques that you can utilize to offer a better customer experience for your customers effectively.

Customer engagement

1. Understand your Customers

Understanding customers’ preferences is essential to create communication tailored to their likes and dislikes. It can improve customer satisfaction and loyalty, resulting in brand loyalty and an increase in conversions and sales. 

Getting a deeper understanding of customers can be achieved through the analytics data from various CRM that businesses might use according to their needs. It helps in having a granular view of customer data, including purchase history and online behavior as per their preferences. It allows brands to create content that effectively resonates with customers more deeply.

2. Define Customer Engagement Goals

Understanding customer engagement success must have clear and measurable goals that allow brands to create strategies to impact customer satisfaction and loyalty. 

However, setting goals that are specific, measurable, attainable, relevant, and time-bound (SMART) can define the efficiency of your marketing campaigns. Further, these goals must align with the overall business objectives.

3. Develop a Customer Engagement Plan

Brands should develop a strategic customer engagement plan once the engagement goals are defined. It should determine the critical tactics for engaging customers and moving them through the buying cycle. Additionally, it should include a plan for measuring and analyzing the outcomes, so the plan can be modified as needed.

4. Implement and Track Engagement Efforts

Once a plan has been developed and executed, it is crucial to track the results to identify the functional aspects. Brands can leverage tracking mechanisms to measure engagement, such as website analytics, social media metrics, and email marketing statistics. 

Regularly reviewing the data helps brands make informed decisions and fine-tune their strategies better to drive conversions and sales.

5. Continuously Optimize and Improve Strategies

Since optimizing customer engagement is a never-ending process, brands should always be ready to adapt and adjust their strategy accordingly. Market dynamics and customer behavior are ever-changing, and brands must remain relevant and effective. 

Further, regular review and update of the engagement plan are mandated to ensure that it still meets the target audience’s needs. Also, it is essential to stay competitive by evaluating the competitor’s activities to provide the best possible customer experience and drive conversions and sales.

6. Be Personal, Authentic and Human

Modern-day customers have become more demanding regarding personalized communication. They no longer respond to generic communication that carries a message that looks like one-size-fits-all. 

Not aligning with a strategy that understands the granularity of personalization can significantly impact customer engagement. Personalization does not mean the communication is addressed to the intended target persona. It should also include their preferences and choices while reaching them.

Further, the content types can also change depending on the communication channel. When a brand tailors its communication and marketing efforts to meet a customer’s specific needs and preferences, it can lead to increased satisfaction and loyalty. Personalization can include:

  • Sending targeted email campaigns.
  • Creating landing pages.
  • Offering personalized product recommendations based on customer data, such as purchase history or online behavior.

Personalizing the customer experience can make customers feel valued and understood, increasing their likelihood of returning to the brand. Additionally, personalization can also help to improve customer retention by providing a more satisfying and relevant experience.

7. Use of the Latest Technology

Improving customer engagement can be achieved seamlessly using technology innovations that simplify redundant activities without compromising customer experience. It offers new and more effective ways to connect with customers. Some of the latest technologies that can be used for customer engagement include:

  • Artificial Intelligence (AI) which can be used for personalized recommendations and tailored communication
  • Chatbots that can provide customers with quick and efficient customer service
  • Social media listening tools that allow brands to monitor customer conversations and respond in real-time
  • Push notifications that allow brands to send timely and relevant information to customers
  • Virtual and augmented reality technology can provide a more immersive and engaging customer experience.

These technologies can help brands to create more personalized and relevant customer engagement, resulting in stronger customer relationships. However, these must align with the overall customer engagement strategy. With customer engagement platforms like Exotel, it is easy to use certain tactics such as personalization and building human-to-human connections efficiently to deliver according to customer expectations.

8. Encourage Customer Feedback

Encouraging customer feedback positively impacts customer loyalty and retention, as customers feel that their opinions are being heard and that the brand is working to improve the customer experience. By soliciting and actively listening to customer feedback, brands can gain valuable insights into what customers like and dislike about their products or services and identify areas that need improvement. 

In addition, it ensures that the customer engagement strategy is aligned with customer needs and preferences. There are many ways to encourage customer feedback, such as through surveys, focus groups, social media, and customer service interactions. It’s vital to offer an easy way for customers to provide feedback and to respond promptly and appropriately to the feedback received.

How Exotel helps Brands Improve Customer Engagement?

Delivering a customer experience that delights requires all your communication channels to work effectively in unison. It further requires you to collect every detail about customer engagement on a single platform to make data-driven, informed decisions.

Exotel is the emerging markets leading customer conversation platform that can help brands improve customer engagement. It offers a range of features that can assist in managing customer interactions, such as:

Businesses can use virtual phone numbers for inbound and outbound calls to create a local presence and increase customer trust.

  • Exotel Voice can let you connect with your customer anywhere, get the best voice quality and the lowest latency.
  • Call routing and IVR (Interactive Voice Response) that allow customers to be directed to the right department or agent, reducing wait times and improving the customer experience.
  • SMS and WhatsApp integration allow businesses to reach customers through multiple channels, increasing the chances of engagement.
  • Real-time analytics, which provides detailed information about customer interactions, such as call duration, abandoned calls, and customer sentiment, enables businesses to make data-driven decisions about their engagement strategy.

Exotel can be integrated with other platforms such as CRM, helpdesk, and e-commerce platforms to provide a seamless customer experience. By leveraging the features of Exotel, brands can improve customer engagement by providing a more efficient and effective way to manage customer interactions, resulting in stronger customer relationships and, ultimately, increased conversions and sales.

Download the GuideCreate Winning Customer Engagement Strategies in 2023


Effective customer engagement involves utilizing connected engagements to create a positive experience for your audience. For companies looking to streamline their engagement process, utilizing engagement platforms that combine all strategies and simplify the process for their team can be an effective solution. 

Manisha Mishra

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