Guess what: you’ve only got 15 seconds to capture someone’s attention on your website.

If you haven’t generated interest in 15 seconds, then you probably aren’t going to. And there’s a lot of competition out there with more and more brands going digital to serve growing numbers of customers who choose to shop online.

In 2021, there were 900 million more online shoppers than there were in 2020 — a 4.4% year-on-year increase [1]. We’re living in a truly digital world, so it’s only natural that the number of online shoppers and global online brands is rising rapidly.

But if the competition is stiff, and you have an increase in visitors, it’s hard to know where to focus your efforts. That’s where Puzzel Digital Engagement comes in!

How Digital Engagement can help you grab customer attention

First, let’s take a look at the main reasons visitors leave a website:

• They don’t get what they expected
• Your website failed to impress or inspire them
• The site isn’t user-friendly or is hard to navigate
• They have too many options and don’t know what to do
  

So how can you grab visitors’ attention and keep them on your website instead? By using Puzzel Digital Engagement’s Conversational AI, you can take control of the customer journey through engaging with the right visitors, at the right moment in the right way.

Digital Engagement enables you to automate and engage customers from the moment they land on your site then nurture and upsell them with proactive, personalised customer support and sales in real-time and at scale.

Five top tips for better conversion through proactive engagement and support

• Provide tailored messages

Use customer data from your CRM to personalise offers and messaging, such as reminding a customer to renew their subscription when it’s about to expire.

• Use contextual information relevant to the visitor’s specific needs

By analysing your web visitors’ behaviour in real-time and identifying their intent, you can make strategic resourcing decisions such as who to prioritise and how best to serve them.

You can even customise rules for different customer segments including first-time visitors, long-time users, vulnerable customers and VIPs

• Direct your visitors to the right channel and reduce operational costs

A lot of brands offer the same level of assistance to all visitors on their website. But that requires a large pool of agents and resources that many contact centres simply don’t have. Maximise your use of digital channels and engage live agents for only the most valuable interactions.

Bonus tip: directing customers to the right channel, the first time, will immediately improve your first contact resolution rate and slash service costs.

• Automate when it makes sense and enable your people in the moments that matter

Customers today want to be served fast. They don’t want to wait in long call queues or on hold while agents search for the right answers to their questions. And they want you to empathise with their situation. According to Forrester, [2] “Consumers are gravitating toward the brands that prioritise people over profits. While nearly all brands know the importance of showing customer empathy, most struggle to deliver it.”

With Puzzel Digital Engagement, agents can switch seamlessly to a live video call to showcase products, deliver personalised consultations, or resolve sensitive customer service enquiries.

They can even use advanced interactions such as screen share or co-browsing to assist customers with complex tasks, such as filling out a form or completing a purchase. Importantly,Digital Engagement makes sure that during transactions, all sensitive details such as passwords and payment details are obscured for the customer’s security.

• Take control of the customer journey

Use the 15-second rule to your advantage. Automatically and proactively support customers and visitors so they don’t leave without making a purchase or resolving an issue. Reach out a helping hand, or an offer, at just the right moment to keep customers on your site and shopping or to convince them to sign up.

And finally, don’t forget to learn and repeat! By using sentiment analysis capabilities, you can understand the customer better. Reviewing sentiment data to evaluate overall customer experience and journey effectiveness gives you the insights you need to continuously improve and exceed your customers’ expectations.

What kind of results can you get with Puzzel Digital Engagement?

• 50% cost reduction per service request
• 90% of cases resolved at first contact
• 60% fewer incoming emails
• 35% better conversion rates
• 5x decrease in cart abandons
• 30% increase in order value
  
  

We offer Puzzel Digital Engagement as a standalone solution or as part of our Puzzel Customer Service Platform.

After adding a global script to your website, it’s ready to be adapted to your unique business needs. Speak to an expert to find out more today.

[1] https://thecircularboard.com/online-shopping-statistics/#:~:text=According%20to%20the%20online%20shopping,and%20the%20rise%20of%20connectivity

[2] https://just.marketing/with-empathy-on-the-decline-ai-is-helping-brands-connect-with-customers-in-an-empathic-way