What is the difference between a normal and an engaged user? The former will buy something and then leave, whereas the latter will buy something, return, and spread the word to others. Isn't it this enough to justify the effort?
In this blog, we will discuss the second option as well as some tips for improving your user engagement strategies with Zoho SalesIQ. Let's get this party going!

What is the definition of user engagement?

User engagement, in a nutshell, is the personal connection that a brand establishes with its customers, making them feel more important to the organization and less transactional.
So, is it solely the customer service team's responsibility to accomplish this? No way, no how. When creating a compelling user engagement strategy, the marketing, sales, and development teams should all be involved in making that emotional connection and convincing a customer to buy multiple times.

What is the significance of user engagement?

User attention is a finite resource, especially when there is so much content vying for the same user's attention. As a result, engaging them correctly is critical; otherwise, they will leave.
According to PwC's "Experience is Everything: Here's How to Get It Right" survey, 73 percent of customers say a brand's experience influences their purchasing decisions. This means that when user engagement or experience is done correctly, there will be an influx of repeat customers, referrals, and upgrades to higher subscription levels.
So, how are we going to accomplish this? Before we get there, let's take a look at some metrics for determining user engagement.

Metrics to monitor user engagement

Let's begin with the most widely used metric for measuring user engagement: the number of active users. This can, however, vary depending on the product. Counting the number of daily active users in an e-file IT returns app, such as ClearTax, isn't useful because tax filing happens only once a year. However, the same metric could be useful for a social media app such as Twitter. As a result, it is critical to first understand your product and customer base before establishing a baseline to measure user engagement.
New visits, time on page, conversions, and other user engagement metrics that you can track depend on your app.

How can Zoho SalesIQ be used to increase user engagement?

We discussed how important it is to create and implement an engaging customer experience in order to have a healthy and sustainable business. But how do we go above and beyond to provide an exceptional user experience?
Let's go over some best practices for customer engagement that you can easily implement with a platform like Zoho SalesIQ.

1. Live chat assistance
Definitely one of the most effective and efficient ways to properly engage your customers. The live chat feature in SalesIQ aids in starting conversations with prospects during the most critical stage of their purchase decision and providing them with the assurance they seek.

2. AI-powered chatbots
Instead of waiting for human assistance, users can get immediate assistance from intelligent chatbots. With our codeless bot builder, all you have to do is drag-and-drop a flow for your chatbot and type in your bot responses.

3. Extensive onboarding experience
What if a user has a problem configuring your product? Self-service articles are useful, but prospecting takes time to skim through articles for information. SalesIQ answer bots address user concerns using your resource library, reducing manual workload and average resolution time. Read more on...Enhancing your sales process for better conversions with Zoho CRM.

4. Recognize your users' needs and interests.
Understand your visitors – from the source of their traffic to their geographic location, their real-time interaction with your website, the number of visits to your website, and so on – to predict the likelihood of a purchase. Our ring view gives you quick insights into all of your visitors, classifying them as hot, warm, or cold leads and providing detailed visitor information.

5. Audio calls aid in the humanization of interactions.
Despite the fact that artificial intelligence (AI) is driving the customer engagement scenario today, the human touch remains king. Personal interactions are still required to answer complex questions and explain complicated product features. SalesIQ supports voice calls and screenshare within your chat window to exchange visual details and walk customers through product demos.

Right now, boost your conversion rate.

User engagement that is effective builds a personal connection with your brand and converts prospects into long-term customers. So, start a customer engagement strategy for your product with Zoho SalesIQ and cultivate stronger customer relationships.

Z-3PO is a BOT programmed for guidance built by the heroic team of Creator Scripts using Zoho Sales IQ. The BOT handles live conversations on our website even when we are not online. It learns from our knowledge library and guides the end-user to the tools and information they need.

Affiliations: Zoho

Location: Saltillo, Coahuila Mexico

Creator: Creator Scripts

Below you can find the entire script we used to built Z-3PO. Feel free to use the script below or reach out if you need help building your own custom CHAT BOT.

Message Handler

response = Map();
msg = message.get("text");
if(operation.equals("chat"))
{
if(!msg.equalsIgnoreCase("I'm new here, just browsing") && !msg.equalsIgnoreCase("I'm an existing customer and need help") && !msg.equalsIgnoreCase("I want a product demo"))
{
response = Map();
response.put("action","reply");
response.put("replies",{"Hello there! 👋 Looking to Leverage Zoho and take your platform to the next level?"});
response.put("suggestions",{"I'm new here, just browsing","I'm an existing customer and need help","I want a product demo"});
return response;
}
}
if(msg.equalsIgnoreCase("I'm new here, just browsing"))
{
response.put("action","context");
response.put("context_id","browsing");
question = {"name":"browsing","replies":{"Awesome. Let’s get you started with Deluge Scripting. Here’s our on demand [YouTube Videos](https://www.creatorscripts.com/youtube-tutorials.html) that you can watch at your own pace."},"suggestions":{"Thanks"}};
response.put("questions",{question});
}
else if(msg.equalsIgnoreCase("I'm an existing customer and need help"))
{
response.put("action","context");
response.put("context_id","help");
question = {"name":"help","replies":{"Welcome back Maverick Entrepreneur! Did you know that you can now add and track your own support tickets in our portal? [Support Portal](https://support.creatorscripts.com/portal/en/home)."},"suggestions":{"Need custom development","Online Courses","Can't find what I'm looking for"}};
response.put("questions",{question});
}
else if(msg.equalsIgnoreCase("I want a product demo"))
{
response.put("action","context");
response.put("context_id","demo");
question = {"name":"time","replies":{"Great! Let’s set up a personalized demo to help you manage social media for all your clients. When would you like to schedule it?"},"input":{"type":"calendar"}};
response.put("questions",{question});
}
else
{
response = Map();
response.put("action","reply");
response.put("replies",{"Is there anything else I can help you with?"});
response.put("suggestions",{"I'm new here, just browsing","I'm an existing customer and need help","I want a product demo"});
return response;
}
return response;

Trigger Handler

response = Map();
response.put("action","reply");
response.put("replies",{"Hello there! 👋 Looking for anything specific?"});
response.put("suggestions",{"I'm new here, just browsing","I'm an existing customer and need help","I want a product demo"});
return response;

Context Handler

response = Map();
response.put("action","context");
response.put("context_id",context_id);
if(context_id.equals("browsing"))
{
browsing = answers.get("browsing").get("text");
if(browsing.equalsIgnoreCase("Thanks"))
{
response.put("action","end");
response.put("replies",{"Have a great day"});
}
else
{
response.put("action","reply");
response.put("replies",{"What else can I help you with?"});
response.put("suggestions",{"I'm new here, just browsing","I'm an existing customer and need help","I want a product demo"});
}
}
else if(context_id.equals("help"))
{
help = answers.get("help").get("text");
if(help.equalsIgnoreCase("Need custom development"))
{
if(!answers.containsKey("elsepart"))
{
question = {"name":"elsepart","replies":{"Sure! Please elaborate on the details of the requirement in the following form [Custom Development](https://www.creatorscripts.com/submit-a-request.html) .","Is there any thing else that I can assist you with?"},"input":{"type":"select","options":{"Yes, I need help","No, Thank you"}}};
response.put("questions",{question});
}
else
{
elsepart = answers.get("elsepart").get("text");
if(elsepart.equalsIgnoreCase("Yes, I need help"))
{
if(!answers.containsKey("email"))
{
question = {"name":"email","replies":{{"text":"Can I have your email address so that we can reach you in case the chat gets disconnected","field_name":"siq_email","validate":{"format":"email","error":{"Enter a valid email"}}}}};
response.put("questions",{question});
}
else
{
email = answers.get("email").get("text");
if(!answers.containsKey("name"))
{
question = {"name":"name","replies":{{"text":"Can I have your name please?","field_name":"siq_name"}}};
response.put("questions",{question});
}
else
{
name = answers.get("name").get("text");
if(!answers.containsKey("phone"))
{
question = {"name":"phone","replies":{{"text":"Can I have your phone number in case we need to reach out to you for further follow up","validate":{"format":"phoneno","error":{"Enter a valid phone number"}},"field_name":"siq_phone"}}};
response.put("questions",{question});
}
else
{
phone = answers.get("phone").get("text");
response.put("action","forward");
response.put("replies",{"Please wait while I forward the chat to agents"});
}
}
}
}
else if(elsepart.equalsIgnoreCase("No, Thank you"))
{
if(!answers.containsKey("anythingelse"))
{
question = {"name":"anythingelse","replies":{"Is there any thing else that I can assist you with?"},"input":{"type":"select","options":{"Yes","No"}}};
response.put("questions",{question});
}
else
{
anythingelse = answers.get("anythingelse").get("text");
if(anythingelse.equalsIgnoreCase("Yes"))
{
response.put("action","reply");
response.put("replies",{"Hello there! 👋 Looking for anything specific?"});
response.put("suggestions",{"I'm new here, just browsing","I'm an existing customer and need help","I want a product demo"});
}
else
{
response.put("action","end");
response.put("replies",{"Bye"});
}
}
}
}
}
else if(help.equalsIgnoreCase("Sales Enquiry"))
{
if(!answers.containsKey("email"))
{
question = {"name":"email","replies":{{"text":"Can I have your email address so that we can reach you in case the chat gets disconnected","field_name":"siq_email","validate":{"format":"email","error":{"Enter a valid email"}}}}};
response.put("questions",{question});
}
else
{
email = answers.get("email").get("text");
if(!answers.containsKey("name"))
{
question = {"name":"name","replies":{{"text":"Can I have your name please?","field_name":"siq_name"}}};
response.put("questions",{question});
}
else
{
name = answers.get("name").get("text");
if(!answers.containsKey("phone"))
{
question = {"name":"phone","replies":{{"text":"Can I have your phone number in case we need to reach out to you for further follow up","validate":{"format":"phoneno","error":{"Enter a valid phone number"}},"field_name":"siq_phone"}}};
response.put("questions",{question});
}
else
{
phone = answers.get("phone").get("text");
response.put("action","forward");
response.put("replies",{"Please wait while I forward the chat to agents"});
}
}
}
}
else if(help.equalsIgnoreCase("Can't find what I'm looking for"))
{
if(!answers.containsKey("email"))
{
question = {"name":"email","replies":{"Uh-oh! Sorry about that.",{"text":"Do you have an email address where we can reach you?","validate":{"format":"email","error":{"Please enter a valid email"}},"field_name":"siq_email"}}};
response.put("questions",{question});
}
else
{
email = answers.get("email").get("text");
if(!answers.containsKey("name"))
{
question = {"name":"name","replies":{{"text":"What's your name?","field_name":"siq_name"}}};
response.put("questions",{question});
}
else
{
// handle failure
name = answers.get("name").get("text");
response.put("action","forward");
response.put("replies",{"Please wait while I transfer your chat to the agents"});
}
}
}
else
{
question = {"name":"help","replies":{"Absolutely! Our most popular courses are right here. [Online Courses](https://www.creatorscripts.com/online-courses.html)"},"suggestions":{"Need custom development","Sales Enquiry","Can't find what I'm looking for"}};
response.put("questions",{question});
}
}
else if(context_id.equals("demo"))
{
time = answers.get("time").get("text");
if(!answers.containsKey("email"))
{
question = {"name":"email","replies":{{"text":"Do you have an email address where we can reach you?","field_name":"siq_email","validate":{"format":"email","error":{"Enter a valid email"}}}}};
response.put("questions",{question});
}
else
{
email = answers.get("email").get("text");
response.put("action","end");
response.put("replies",{"Thanks! One of our developers will reach out to you soon."});
}
}
return response;

Imagine you need a website.

Hiring a professional web designer goes a bit over your budget. So, you think, “I’ll find a site builder and create a website myself. Piece of cake!”

You get building and everything is going great! You drag this here, drop that there, move this up a little, and change the color of that. Easy enough, right? Then why isn’t your site shaping up to how you see it in your head? You tweak things a bit more and before you know it, you’ve hit designers block.

What are you going to do now? How are you going to complete your website? It probably wasn’t as easy as you thought.

Don’t worry.

Introducing Sections!

A one-stop solution to all your design needs.

Sections is one of the newest additions to the Zoho Sites site builder. These pre-designed layouts make any content stand out and help you design your website quickly and easily.

We understand that even with content at your disposal, presentation and design may be a challenge. That’s why we provide over 150 layouts that can help you showcase your work brilliantly.

Sections come in various ready-to-use designs and patterns. They can be customized further by substituting and adding any elements to achieve your desired look.

All you need to do is log in to Zoho Sites and start building. Using our drag-and-drop builder and pre-built sections, designing is a breeze.

Try sections and build the website of your dreams with Zoho Sites today!