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;

The problem: Every customer wants personalised engagement, while every business wants a cost-effective means of engagement. How do you find the middle ground? 

Live chat is the easiest, least expensive way to bring a personal touch to your customer interactions. Every week, more people are using live chat as their preferred communications channel. The fact is, any business who wants to stay in the game has only one choice: adapt.

We’ve heard it all before—

I bet it’s expensive.

Isn’t my business too small for that?

Well, I think we’re doing fine the way we are…

Live chat is for support, not sales.

If you have these concerns, we have something to show you. We’ve conducted a series of surveys across over 140 live chat users from more than 10 industries. This study has revealed some very surprising numbers about live chat. To learn more about our research methods, results, and data points, give our ebook a read. It will help you understand how businesses like your can benefit from live chat for online sales and support.

You can find the free ebook here: https://www.zoho.com/salesiq/live-chat-software-buyer-guide.html

Support us on Product Hunt: https://www.producthunt.com/posts/how-to-pick-the-best-live-chat-software

Happy selling!

In our last blog, we spoke about the website metrics that you must track in order to optimize your website, one of which was conversion rate. Now that you have started tracking it, what can you do to increase it? Here are seven unexpected ways for you to increase conversion rates strategically and become a master of the Game.

1. Make yourself easy to find: Imagine someone is searching for a product or service that you sell, but for some reason, they don’t reach you. It could be because your business doesn’t show up on the first page of the search engine; perhaps your website doesn’t work on the browser they are using, or it’s not mobile-optimized. Whatever the reason may be, it’s that easy to lose a potential customer.

All it takes is a few small steps to make sure the right audience can discover you: have a strong SEO strategy in place, test how well your website works on popular browsers, and ensure that the site is mobile-friendly.

 2. Be accessible: Using key communication channels, such as customer support email or contact forms, and increasing your company’s presence on social media will all make your business more accessible to potential customers. However, if you really want to ramp up those conversion numbers, consider adding a live chat feature to your webpage.

Consumers prefer live chat for customer support, and the major reason for that is they receive immediate answers to their questions. In fact, not only can adding live chat to your website increase your conversions by up to 30%, it can also help you land huge deals with prominent clients: John Hood, who runs an audio/video company called The Farm AV, closed a $500k+ deal thanks to the live chat feature he added to his website. 

Maybe your visitor is hesitant to buy because they have a simple question about a product, or there may be some technical error on the site preventing them from buying. Live chat lets you engage with your visitors in real time, so you can immediately take care of these issues for them and make more sales. 

3. Build trust and relationship: It’s important that you give visitors to your website plenty of reasons to trust in your business and the services you provide. Display reviews and testimonials on your site so new visitors can see what your customers love about your product and why they value your business. Engage with your customers (and potential ones) on social media to show you’re listening to them and their feedback is valued. When they are happy with your service, they’ll spread the word, resulting in more customers. 

4. Know your visitors: We have spoken earlier about the importance of knowing your website visitors. Having a website visitors insights tool, like Zoho SalesIQ, can help you see which visitors are recurring and which are new so you can connect with them better. It would help you not only understand and address their concerns, but also position and market your products better.

 5. A/B test your website elements: A/B testing is basically showing two versions of a web page to different sets of audience and using the one which has the best conversion rate. There are many elements on your web page that you can test, such as CTA buttons (their color, placement and text), page layout and design, headlines and messaging, and new media elements (picture size, videos, etc).

All of these small changes can make a huge difference. For example, a European e-commerce firm that sells hand-painted porcelain increased their conversion rate by 35.8% by just changing the color of their CTA button, and removing promo-code boxes from checkout page helped Bionic Gloves increase their total revenue by 24.7%. It’s important to remember that A/B testing should not be a one-time event: continually update your website and experiment to optimize your conversion rate. 

6. Segment your visitors: Some people visit your website because they need to buy something, some might be casually browsing, and then there are some who have opened your website on a browser tab and forgotten about it. Segmenting your visitors as hot, warm, and cold leads can help you target the right audience in the right way. 

Each of these leads requires a different level of energy and resources from your sales team. The first category requires immediate attention (live chat is a good way to do this); the second one needs a discount offer on products they are browsing; and the third category needs to be shown your bestsellers when they return.

7. Have an engaging website: A clutter-free interface with compelling content that clearly states your USP will immediately connect you with your website visitors. Encourage your visitors to stay and browse by offering details about your products and having a section of relevant blogs or articles around them. Your visitors will see more value in your business if you can offer them more than just a product catalogue, making them more likely to buy from you than your competitors.

Game of Thrones may very well be a great fantasy tale from HBO Originals, but the strategies discussed and used as the series develops is something all marketers should pay attention too. Do you have more strategy tips to increase conversion rates? Your information will be handsomely rewarded with gold coins from winterfell. #GameofThrones

It’s time to start listening to your site statistics so you can consistently attract new and recurring visitors. Here are seven metrics you need to start tracking right away: