In the 1959 Twilight Zone episode, “Where is Everybody?” a man finds himself alone in an empty town that shows signs of very recent inhabitation, yet nobody is present. Diners and stores are all empty, and he is left completely bewildered. This scene bears an eerie resemblance to many online shopping experiences. Clearly someone went through the trouble of creating an online marketplace, but more often than not, nobody is there to greet you, guide you, or answer any questions. At Moxie, we’ve always known that digital engagement is a core aspect of online customer loyalty and advocacy, but we recognize that there is a huge opportunity to extend engagement beyond the service and support scenarios and provide it throughout the entire customer journey. According to Gartner , “no rallying principle in the enterprise matters more than the creation of superior customer engagement. IT leaders will need to innovate in engaging customers on all channels and have the metrics to choose the right projects.”
eCommerce is quickly dominating the world of modern shopping. In 2014, US eCommerce surpassed $300 billion for the first time, increasing 15.4 percent from 2013. There is no sign of this growth slowing down, and retailers should expect even higher sales numbers in 2015. Brands need to ensure they are ready to serve these online customers.
Each customer who arrives on a particular website has their own interests and intent. The better the website understands these motivations and provides content to anticipate needs, the more a visitor becomes engaged and motivated to purchase. Those who employ personalized web experiences see an average of 19 percent increase in their sales.
How much do people rely on their mobile devices in today’s world? Just take a look around at the Shop.org Digital Summit today, and you’ll see that “mobile” is everywhere. If you’re like me, one of the first things you do when you get up every morning is grab your mobile phone and check for emails and status updates on social networks, like Facebook and Twitter. Mobile devices are the hub of our daily digital communications. We use them for a variety of activities including communication, finding information, directions, and increasingly for shopping.
When customers use mobile devices to search for local business information, they end up making a purchase 78 percent of the time. Many business professionals are also surprised to realize nearly one third of all eCommerce purchases during the 2013 holiday shopping season were made on a smartphone. The growth of mobile as a major customer source cannot be overlooked. As technology and customer expectations continue to evolve, the use of mobile devices to complete purchases is only going to increase.
Today, mobile customer engagement isn't just a perk. It's a necessity, especially for travel vendors who provide customer service to mobile device users reaching out during their trip. According to Gartner Research, weak mobile customer service harms customer engagement. Learning how to engage with your customers, regardless of their screen size, to provide better service and attract more customers is a must.
A recent survey published by Econsultancy shows that 31 percent of shoppers in the United States and United Kingdom would be more likely to purchase a product or service after engaging in a live chat. This statistic has epic implications: What if you live chatted with every customer who came to your site? According to this, you could see 31 percent more conversions.
To convert site traffic into meaningful sales that increase profits and build business, you absolutely must anticipate user intent. Whether you direct an eCommerce travel site and want to drive conversion on vacation packages or you oversee your company’s mobile platform and are tasked with increasing purchases from smartphones and tablets, you know how important customer engagement is. Do so, and you might get the sale. Fail to engage, and that prospect may very well leave forever.
When it comes to travel, Americans want to get on-demand help when they need it to improve decision making and streamline travel plans—without ever leaving your website. Moxie offers three tools that can help you give your customers what they want and need to make a decision right on your site. Learn how we can help you draw more business, while also increasing business.
Day in and day out, customers are inundated with so much information from competing companies that it can be hard to cut through all the clutter and get your message out into the marketplace. This underscores the need to engage with your customers early and often. The earlier you engage with customers, the better your ability to increase conversion rates.