Customer engagement strategies: The Askly advantage

Understanding customer engagement in today’s business landscape

Customer engagement isn’t just about interactions—it’s about creating meaningful connections that drive loyalty and revenue. For CMOs, CEOs, and customer service managers in large enterprises, effective engagement strategies can be the difference between stagnation and growth.

At its core, customer engagement encompasses how your brand builds relationships with customers across all touchpoints. When executed strategically, it creates a flywheel effect that generates referrals, improves brand perception, and ultimately boosts your bottom line.

The business impact of strategic customer engagement

Implementing a robust customer engagement strategy delivers measurable benefits:

• Enhanced customer experience: Personalized interactions create memorable experiences that differentiate your brand
• Increased customer lifetime value: Engaged customers spend 80% more and are more likely to try new offerings
• Higher conversion rates: Smart personalization can improve conversion rates by up to 8%
• Sustainable growth: Loyal customers become brand advocates, reducing acquisition costs
• Revenue amplification: Product recommendations can increase order values by 10-30%

Key pillars of effective customer engagement

1. Personalization at scale

Today’s customers expect tailored experiences. In fact, 80% of UK consumers are more likely to purchase from brands offering personalized experiences.

Askly enables personalization through:

• AI-driven recommendations based on customer history and behavior (similar to Amazon’s “customers like you” feature)
• Dynamic content that adapts to individual preferences and browsing patterns
• Milestone recognition to celebrate customer anniversaries and achievements with personalized gestures

2. Proactive communication

Don’t wait for customers to reach out with problems. Proactive engagement builds trust and demonstrates commitment to customer success.

Implement this approach with Askly by:

• Setting up automated check-ins at key points in the customer journey
• Providing real-time updates on service issues before customers inquire (as Anglian Water does to boost satisfaction scores)
• Offering multilingual support across over 100 languages to break communication barriers

3. Active listening and feedback implementation

Systematic collection and analysis of feedback identifies patterns and drives improvements. With Askly’s analytics capabilities, you can:

• Track metrics like first response time and resolution rates
• Identify common pain points across customer segments
• Measure the impact of engagement initiatives on conversions

4. Value-driven content and experiences

Content that educates, entertains, or solves problems builds credibility and keeps your brand top-of-mind. Leverage Askly to:

• Create and distribute personalized content based on customer preferences
• Develop self-service resources that empower customers
• Deliver immersive onboarding experiences that drive product adoption

Implementing engagement strategies with Askly’s toolkit

Multilingual engagement without barriers

In our global marketplace, language limitations can severely restrict growth. Askly’s real-time translation capabilities allow you to:

• Serve international clients in their preferred language
• Scale support operations without hiring multilingual staff
• Create inclusive experiences for diverse customer bases

For example, a global retailer using Askly can automatically engage with customers in over 100 languages, ensuring that language never becomes a barrier to purchase or support. This capability is particularly valuable for businesses serving diverse UK demographics or expanding into international markets.

Automation that feels personal

Automation doesn’t have to feel robotic. Askly’s intelligent automation features help you:

• Triage incoming queries based on urgency and topic
• Send personalized follow-ups based on customer actions
• Reduce email response times from 24 hours to just 2 hours

As noted in Adobe’s 2023 guidance, “Personalisation is a great way to make customers feel special,” but it must be implemented thoughtfully to build rather than erode trust. Think of Askly’s automation as a digital concierge that remembers customer preferences without overstepping boundaries.

Real-time insights and analytics

You can’t improve what you don’t measure. Askly’s customer service analytics platform provides:

• Comprehensive dashboards tracking engagement metrics
• Churn pattern identification to prevent customer loss
• Performance benchmarking against industry standards

These insights help you identify opportunities to refine your engagement approach for maximum impact. For instance, you might discover that customers who receive proactive check-ins after purchase have a 15% higher retention rate—a finding that justifies expanding this practice.

Seamless omnichannel experiences

Today’s customers expect consistent experiences across channels. Askly integrates with:

• Your website through our live chat website plugin
• Social media platforms for unified messaging
• CRM systems to maintain conversation context

This integration creates a cohesive customer journey regardless of where interactions occur. A customer might start a conversation on Facebook, continue via live chat, and later receive a follow-up email—all with perfect continuity of context and personalization.

Engagement strategies for different business objectives

For conversion optimization

When your primary goal is increasing conversions:

• Implement proactive chat triggers at critical decision points (like when a customer lingers on a pricing page)
• Use AI to identify and address objections in real-time
• Leverage website chat examples that have proven to drive conversions

Our AI chatbot for customer service can automate up to 50% of routine inquiries, freeing your team to focus on high-value conversion opportunities. Consider how a luxury retailer used Askly’s chatbot to answer sizing questions instantly, reducing cart abandonment by 12%.

For customer retention

When focusing on keeping customers:

• Create tiered loyalty programs that reward increased engagement (similar to The Honest Kitchen’s pet-focused “clubs”)
• Develop milestone-based recognition to celebrate customer anniversaries
• Implement subscription models that lock in recurring revenue

A UK software company using Askly’s engagement tools was able to detect usage patterns that indicated churn risk, triggering personalized interventions that saved 22% of at-risk accounts.

For brand differentiation

When seeking to stand out in a crowded market:

• Co-design services with customers to ensure relevance (as Trustha does in their 2023-2026 strategy)
• Develop a customer-centric culture that empowers staff to solve problems proactively
• Create immersive experiences that showcase your unique value proposition

Marks & Spencer’s success with customer-centric culture demonstrates how organizational values can translate into tangible business outcomes. Askly’s tools can help reinforce these values through consistent, personalized customer interactions.

Training your team for engagement excellence

Even the best technology requires skilled operators. Invest in customer service training programs that emphasize:

• Empathetic communication techniques
• Problem-solving skills that drive resolution
• Technical proficiency with engagement tools

As management guru Peter Drucker famously observed, “Culture eats strategy for breakfast.” Ensure your team embodies the customer-first mindset that drives successful engagement, and provide them with the tools and training to execute on that vision.

Measuring engagement success

Establish clear metrics to track engagement effectiveness:

• Response time and resolution rates
• Customer satisfaction and Net Promoter Scores
• Conversion rates from engaged vs. non-engaged customers
• Revenue impact of engagement initiatives

The advantages of live chat on website extend beyond customer satisfaction to measurable business outcomes that justify investment. For example, businesses using live chat typically see a 20% increase in conversion rates and a 15% increase in average order value.

Getting started with Askly’s engagement solutions

Implementing a comprehensive engagement strategy doesn’t have to be overwhelming. Start with these steps:

1. Assess your current engagement landscape to identify gaps and opportunities
2. Define clear objectives for your engagement strategy
3. Select the right Askly tools to address your specific challenges
4. Train your team on both technology and engagement best practices
5. Measure and refine based on performance data

Remember that effective engagement isn’t a one-time project but an ongoing commitment to customer relationships. With Askly’s suite of tools—from multilingual support to advanced analytics—you have everything needed to create engagement strategies that drive measurable business results.

Ready to transform your customer engagement approach? Contact Askly today to discover how our solutions can help you build stronger customer relationships and drive sustainable growth.