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The Importance of Mobile Customer Engagement for eCommerce Stores

Just because your users are browsing your virtual store from a smaller screen, does not mean they should be any less engaged with your content. Mobile eCommerce transactions are expected to exceed 1 trillion dollars by next year, keeping your users engaged with your content from mobile devices is a crucial element of maintaining success now, and in the future.

Embrace the mobile revolution! Utilize these tips to increase mobile customer engagement and generate more revenue in the process.

In this post we are going to discuss:

  • The importance of mobile customer engagement for eCommerce
  • Mobile customer engagement strategies that can be implemented simply
  • Why live chat for mobile is an excellent engagement solution
  • How implementing mobile engagement strategies can increase store purchases as well as mobile eCommerce transactions.

Why is Mobile Customer Engagement So Important?

Why is mobile customer engagement so important you ask? Let us run through a few raw statistics related to mobile eCommerce.

A large chunk of internet traffic website visitors comes from mobile, mobile transactions will exceed one trillion dollars, and 10% eCommerce money spent comes from a mobile device. What these statistics mean is that mobile devices play an active role in eCommerce. Mobile influence will continue to rapidly increase in the future.

If you don’t have some sort of mobile marketing strategy in place, not only are you missing huge opportunities right now, but in the near future, you will struggle to stay relevant in the eCommerce realm whatsoever.

The entire landscape of eCommerce will soon undergo a seismic change requiring every eCommerce environment to have a mobile app, a responsive website, and a mobile customer engagement strategy.

Mobile Customer Engagement Strategies

A quick google search will turn up hundreds and hundreds of mobile marketing strategies.  We’ve highlighted a few of our favorites that are effective, and easy to implement.

Simplicity is key

Daily consumers are bombarded with thousands of different marketing messages coming from their TV, phone, computer, and about every other device. If you want users to pay attention to your message, and utilize your mobile site or app, be sure the design is simple and clean.

Avoid overstuffed navigation bars and keep the number of functions minimal. Users should never be more than 2 to 4 taps or clicks away from what they are looking for.

Mobile eCommerce

If you expect customers to make mobile transactions, they should be able to easily place orders and make purchases from your mobile website or app. This means having a dedicated mobile app, or a mobile friendly website to accommodate the growing number of devices users browse from.

This also means that making a purchase from a phone or tablet should not be a painful process. If you want to leverage the benefits of mobile eCommerce, make sure your users can research and purchase the things they want. Remember simplicity is key. Users should be able to view all the information quickly and easily they need about a product and make a purchase within a few taps.

It’s becoming increasingly common for in-store shoppers to fire up their mobile browsers to seek more information and product reviews before making an in-store purchase. Not only can an effective online customer experience boost eCommerce sales, but it can also generate more revenue in-store as users turn to their phones to gather extra information on in-store products.

Online customer service

Online customer service is more important than it has ever been. Consumers no longer have the patience to dial up a 1-800 number and wait for an operator. Cut down on this annoyance by having a comprehensive FAQ page, installing live chat software, and offering a self-service knowledge base to your customers.

Customer analysis

eCommerce environments, websites, and mobile applications produce an endless amount of user data. Use this data to your advantage and build your mobile customer engagement strategy around it. There are several tools out there that give you insight into the performance of your website or application, pick one, install it, and use that data accordingly.

Live Chat on Mobile Devices

Keys to engaging hyper connected users = personalization and relevance.

What better way to personalize a user’s experience than to have a real live person reach out to them? Engage your customers no matter where they are or what device they are using with live chat software and chat tools such as messaging. We all know how frustrating it can be when you have a question about a product and there is no one to turn to. Having live chat agents & team members ready to field questions is the best way to boost mobile engagement.

Mobile browsers are impatient, even if your high-value content is a tap or two away, sometimes they won’t find it. Having a live chat agent there to offer help from any page on the website will increase conversions and mobile customer engagement.

Mobile live chat is the most accessible form of customer service, it will reduce customer support costs and increase eCommerce revenue. Mobile live chat also gives you valuable feedback directly from the customer about frequent user needs, requirements, and questions.

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