10 Customer Engagement Practices for Your Ecommerce Business

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Since keeping customers is such a difficult task for online companies, they must spend more than ever on customer engagement. So, what are the strategies that eCommerce companies should use to improve the customer engagement process?

Using the right e-commerce customer engagement strategies is important regardless of whether you’re starting a new e-commerce business or running an existing one.

Many e-commerce companies don’t make as much money as they can because they don’t engage their customers as much as they should.

In this article, you will find 10 easy and effective practices that you can apply to engage the potential and current customers and to distinguish your business ahead of your competitors.

Let’s figure them out…

10 Customer Engagement Strategies for eCommerce

1. Know Your Customer

While your prospects are familiar with the business relationship, it’s important that they shouldn’t believe it’s the only aspect of your communication.

What are your options for avoiding this? 🤔

Make use of brand managers!

Your team’s Brand Managers should be in charge of communicating with their appointed consumers. Your consumers will feel as though they are the only customers if you recruit the best Brand Managers.

They accomplish this by being available to take calls, respond to emails promptly, and serve as a point of contact for your customers.

Overall, the Brand Managers should strive to maximize profitability while still serving as constructive representatives of your company’s community. 😎

2. Adopt Customer Feedback

methods of obtaining customer feedback

Encourage reviews from your eCommerce customers as one approach to enhance customer engagement. Using a support desk ticketing system, you will get real-time customer feedback.

It allows customers’ questions, problems, and requests to be converted into tickets. Use the ticketing system to keep track of customer problems and make sure no tickets are left unattended.

You may also include a comments section on your eCommerce website to collect customer reviews or have them rate your company. Part of your work involves having a platform for your customers to express themselves. To fulfill the communication cycle, you should then show that you listen to and respond to your clients.

3. Get Closer

Although it is simple to find a standardized method to obtain information regarding your customers’ needs, the more creative you can be (while still being user-friendly) the better. You don’t want to come across as a one-size-fits-all company.

Use a customer onboarding form to allow your customers to tell you about themselves is one way to get around this. These digital forms add new insight to the mundane phase of data collection.

For new consumers, novelty, ease, and comfort go a long way. One of your new clients’ first experiences of your business might be onboarding. Take advantage of any opportunity to demonstrate your uniqueness; this is a valuable asset.

4. Allow Access to Information

For higher customer engagement marketing, eCommerce businesses should build their own online stores for two types of visitors: those who know exactly what they want to buy and those who just want to look around.

🗝 The key is to improve the usability of the eCommerce quest.

For your users, create a high-performing search experience. The first group of prospective customers who know exactly what they want must identify the appropriate details as quickly as possible. They can purchase the same product or service from another online retailer if they are unable to quickly locate what they are searching for.

Navigation menus are typically used by casually browsing eCommerce users who just like to search the online store and compare your products and services with the same offered by others. Customers in this category skim through product types and websites.

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5. Host an Annual Event

Hosting an annual celebration is another perfect way to create customer engagement. This is an opportunity to show your clients that you care by hosting a happy hour for Brand Managers, Account Managers, Vice Presidents, and customers.

This offers an opportunity for everyone in your business to learn more about your customers and connect with industry experts. Invite a guest speaker to appear at your event if you want to take it a step further.

Make sure the speaker is appropriate for the event and knows the audience: bringing in the wrong speaker for the occasion/audience can really dampen the mood and work against your goal.

Even if you can’t incorporate all of these suggestions at once, the fact that you are focusing on customer engagement indicates that you understand what will distinguish you apart from the competition.

Customers want to feel like they are in a relationship with you, which necessitates getting to know them and engaging with them in novel and creative ways. Don’t be afraid to try something different. To keep up with the times, you must experiment with new strategies. There are just a few excellent starting points.

When your prospects are browsing your eCommerce shop, enhance your search visibility to increase conversions.

You Should Pay Attention to:

  • The design and actions of the search area.
  • How you pick search scope.
  • The design of the autocomplete.
  • The layout and features of the results.
  • On the results tab, filtering and sorting the search results.

6. Self-Help Is Essential

Employees in retail stores are qualified to provide assistance to customers as soon as they reach the shop. Despite their good intentions, research reveals that over 80% of shoppers choose the “help yourself” approach before asking for assistance. This is also applicable in the eCommerce industry.

At least 90% of online shoppers are said to look for details on an eCommerce website before contacting customer service. This means that the ease with which consumers can access details on your eCommerce site affects your conversion rate. Only then will they be able to make the best buying decision.

Create a self-help hub with online tools for customers. F.A.Qs, user manuals, buyer guides, documents, among other options, should be included in the portal, as this is a major practice of customer engagement.

7. Special Days for Customers

Your online shoppers expect to be treated differently. Reach out to your customers with a greeting message on their wedding, graduation, or some other special occasion to provide personalized attention.

This type of personalization is the most efficient way to achieve customer engagement, as they love being indulged and given special attention.

Recognize that if it hadn’t been a special day, they would not have bought anything from you. Consider offering a special deal, such as a discount on their special day, to entice them.

The most important thing to consider is that your bid should be genuine and go beyond a suggestion from a friend.

email personalization case study
Image Source: Data Axle

Your customers love the fact that you host giveaways. Promoting giveaways on your website and social media is a completely different type of branding operation.

This branding action contributes to the expansion of the email list. Encourage guests to share their email addresses with you by providing them with lead magnets such as mini-courses, ebooks, models, tools, and more.

8. Persuade Visitors to See the Products

One of the most talked-about aspects of customer disengagement is cart abandonment. Customers who abandon their carts are valuable to you because they showed a sincere desire to purchase your product. Despite this, the majority of online shopping carts are abandoned.

The most common explanations for cart abandonment are shipping costs and hidden fees. Customers hate being charged extra fees of any kind while they are checking out.

Due to delivery costs or hidden transaction charges, nearly 42% of shoppers abandon an online order in the middle. However, this does not imply that you must have free shipping on all orders.

9. Unsatisfied Customer Review

Customer Review


Customer agitation can cause serious problems for your company, and solving this can help you increase revenues by 125%. However, many dissatisfied customers do not always inform your staff, they actually switch destination to another company elsewhere.

According to statistics, for every consumer who files a complaint, 26 others remain silent, but share their negative interactions with their families, friends, and on social networks, before they leave for good.

Thus, customer engagement is so important with this group of dissatisfied customers. After your buyers have completed their transaction, consider performing a fast survey.

Customer reviews can be captured using real-time online surveys and NPS (Net Promoter Score) KPI. As a company, you learn where your customers are having problems with your product or service, and what changes can lead to more leads.

You can also use a survey tool to create a survey that is tailored to your target audience’s responses. You can slice and dice data and gain insights into consumer choices and preferences until you have survey results, surveys, and other related data.

Read Also 👉 My 13 Favorite eCommerce KPIs

10. Create Relevant Content

Ensure that you deliver insightful, refreshing, and relevant content through your social media platforms, blogs, and other channels, in addition to comprehensive product details on your eCommerce store. To add value to readers, this content should be relevant to your brand.

When it comes to product sales, perspective content can be a huge differentiator as well as a great way to attract new customers. If a customer will learn how to use or get more value from their purchase as a result of the content you offer, you’ve just added another compelling motive to buy.

ExpandCart stores are backed with hundreds of marketing tools and services to help you automate processes and focus on growth.

No limited trial, no credit card, and no hidden fees

As a Final Point

Any company’s performance is determined by its ability to attract customers. Customer retention is based on customer engagement, which is especially important when starting an eCommerce company.

Customers have the choice to switch to other eCommerce websites since this is very of human nature. So, you need to create a clear customer engagement plan.

And while implementing the above-mentioned customer engagement strategies can seem daunting, the company does not have to do so all at once. You can begin with one or two strategies that you are most comfortable with, then expand to include more strategies as you gain experience.

Excellent customer service and interaction would almost definitely result in lead generation and higher returns on investment as time goes on.


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