{"id":88,"date":"2017-02-14T02:19:21","date_gmt":"2017-02-14T10:19:21","guid":{"rendered":"https:\/\/hengreamaze.wordpress.com\/2017\/02\/14\/demystifying-customer-engagement-for-ecommerce\/"},"modified":"2023-08-31T05:26:50","modified_gmt":"2023-08-31T12:26:50","slug":"demystifying-customer-engagement-for-ecommerce","status":"publish","type":"post","link":"https:\/\/www.reamaze.com\/blog\/demystifying-customer-engagement-for-ecommerce\/","title":{"rendered":"Demystifying Customer Engagement for eCommerce"},"content":{"rendered":"<p><strong>Great customer service is all about planning.<\/strong><\/p>\n<p>We interviewed over 300 actual shoppers with the intent of figuring out what they prefer when it comes to engaging with businesses. More specifically, eCommerce businesses. Every eCommerce store has some form of customer service but more often than not, the tools chosen to handle customer inquiries is a random draw. Do you use an FAQ? What about live chat? Which social media channels? Without knowing what customers prefer, we can\u2019t even come close to designing a system of engagement that will maximize shopper conversions.<\/p>\n<h2><strong>Key Findings<\/strong><\/h2>\n<ol>\n<li>While email is still the dominant channel for customer inquiries, social media, mobile, and on-site direct messaging are all on the rise.<\/li>\n<li>There is still significant knowledge gaps between how customers perceive the difference between live chat and real time direct messaging.<\/li>\n<li>Knowledge bases are currently under utilized by most businesses. Customers either can\u2019t find enough knowledge or simply can\u2019t find enough self-service support channels.<\/li>\n<li>Customers might not interact with businesses on the first or even second visit. It takes deliberate engagement.<\/li>\n<li>Customers do care more about how fast you reply even if you can\u2019t resolve all their problems on the spot.<\/li>\n<li>Customer service is almost always needed and investments into establishing the right process and tools will pay dividends down the road.<\/li>\n<\/ol>\n<figure><img decoding=\"async\" class=\"aligncenter size-full wp-image-5748\" src=\"https:\/\/blog.reamaze.com\/wp-content\/uploads\/2017\/02\/1_urSn8XWA0WW4m7l_djsLzg-2-scaled.webp\" alt=\"\" width=\"817\" height=\"2560\" data-no-lazy=\"1\" srcset=\"https:\/\/blog.reamaze.com\/wp-content\/uploads\/2017\/02\/1_urSn8XWA0WW4m7l_djsLzg-2-scaled.webp 817w, https:\/\/blog.reamaze.com\/wp-content\/uploads\/2017\/02\/1_urSn8XWA0WW4m7l_djsLzg-2-96x300.webp 96w, https:\/\/blog.reamaze.com\/wp-content\/uploads\/2017\/02\/1_urSn8XWA0WW4m7l_djsLzg-2-327x1024.webp 327w, https:\/\/blog.reamaze.com\/wp-content\/uploads\/2017\/02\/1_urSn8XWA0WW4m7l_djsLzg-2-768x2406.webp 768w, https:\/\/blog.reamaze.com\/wp-content\/uploads\/2017\/02\/1_urSn8XWA0WW4m7l_djsLzg-2-490x1536.webp 490w, https:\/\/blog.reamaze.com\/wp-content\/uploads\/2017\/02\/1_urSn8XWA0WW4m7l_djsLzg-2-654x2048.webp 654w\" sizes=\"(max-width: 709px) 85vw, (max-width: 909px) 67vw, (max-width: 984px) 61vw, (max-width: 1362px) 45vw, 600px\" \/><\/figure>\n<hr \/>\n<p style=\"padding-left: 40px;\"><em>Interested in what else we have to say? Make sure to recommend this article by clicking the heart and follow us for more stories about startup life, customer service, and tips on treating customers right.<\/em><\/p>\n<p style=\"padding-left: 40px;\"><em>You can also find our multi-brand, multi-channel customer service platform at <a href=\"http:\/\/www.reamaze.com\/?referrer=medium\" target=\"_blank\" rel=\"noopener\">https:\/\/www.reamaze.com<\/a>. Follow <a href=\"https:\/\/www.twitter.com\/reamaze\" target=\"_blank\" rel=\"noopener\">@reamaze<\/a>.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Great customer service is all about planning. We interviewed over 300 actual shoppers with the intent of figuring out what they prefer when it comes to engaging with businesses. More specifically, eCommerce businesses. Every eCommerce store has some form of customer service but more often than not, the tools chosen to handle customer inquiries is &hellip; <a href=\"https:\/\/www.reamaze.com\/blog\/demystifying-customer-engagement-for-ecommerce\/\" class=\"more-link\">Continue reading<span class=\"screen-reader-text\"> &#8220;Demystifying Customer Engagement for eCommerce&#8221;<\/span><\/a><\/p>\n","protected":false},"author":2,"featured_media":5748,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_lmt_disableupdate":"","_lmt_disable":"","footnotes":""},"categories":[32],"tags":[39,38,52,49,37],"class_list":["post-88","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-service-best-practices","tag-business","tag-customer-service","tag-ecommerce","tag-growth","tag-technology"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Demystifying Customer Engagement for eCommerce - Re:amaze Blog<\/title>\n<meta name=\"description\" content=\"Discover how to enhance eCommerce customer service! Learn about preferred channels, engage strategically for conversions, and optimize tools for success. Explore more insights at Re:amaze.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.reamaze.com\/blog\/demystifying-customer-engagement-for-ecommerce\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Demystifying Customer Engagement for eCommerce - Re:amaze Blog\" \/>\n<meta property=\"og:description\" content=\"Discover how to enhance eCommerce customer service! Learn about preferred channels, engage strategically for conversions, and optimize tools for success. Explore more insights at Re:amaze.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.reamaze.com\/blog\/demystifying-customer-engagement-for-ecommerce\/\" \/>\n<meta property=\"og:site_name\" content=\"Re:amaze Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/reamaze\" \/>\n<meta property=\"article:published_time\" content=\"2017-02-14T10:19:21+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-08-31T12:26:50+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/blog.reamaze.com\/wp-content\/uploads\/2017\/02\/1_urSn8XWA0WW4m7l_djsLzg-2-scaled.webp\" \/>\n\t<meta property=\"og:image:width\" content=\"817\" \/>\n\t<meta property=\"og:image:height\" content=\"2560\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/webp\" \/>\n<meta name=\"author\" content=\"David\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@reamaze\" \/>\n<meta name=\"twitter:site\" content=\"@reamaze\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"David\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.reamaze.com\/blog\/demystifying-customer-engagement-for-ecommerce\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.reamaze.com\/blog\/demystifying-customer-engagement-for-ecommerce\/\"},\"author\":{\"name\":\"David\",\"@id\":\"https:\/\/www.reamaze.com\/blog\/#\/schema\/person\/3bffd970e708b17e27bd910fb2ef685e\"},\"headline\":\"Demystifying Customer Engagement for eCommerce\",\"datePublished\":\"2017-02-14T10:19:21+00:00\",\"dateModified\":\"2023-08-31T12:26:50+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.reamaze.com\/blog\/demystifying-customer-engagement-for-ecommerce\/\"},\"wordCount\":277,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/www.reamaze.com\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.reamaze.com\/blog\/demystifying-customer-engagement-for-ecommerce\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/blog.reamaze.com\/wp-content\/uploads\/2017\/02\/1_urSn8XWA0WW4m7l_djsLzg-2-scaled.webp\",\"keywords\":[\"Business\",\"Customer Service\",\"Ecommerce\",\"Growth\",\"Technology\"],\"articleSection\":[\"Customer Service Best Practices\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/www.reamaze.com\/blog\/demystifying-customer-engagement-for-ecommerce\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.reamaze.com\/blog\/demystifying-customer-engagement-for-ecommerce\/\",\"url\":\"https:\/\/www.reamaze.com\/blog\/demystifying-customer-engagement-for-ecommerce\/\",\"name\":\"Demystifying Customer Engagement for eCommerce - Re:amaze Blog\",\"isPartOf\":{\"@id\":\"https:\/\/www.reamaze.com\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.reamaze.com\/blog\/demystifying-customer-engagement-for-ecommerce\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.reamaze.com\/blog\/demystifying-customer-engagement-for-ecommerce\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/blog.reamaze.com\/wp-content\/uploads\/2017\/02\/1_urSn8XWA0WW4m7l_djsLzg-2-scaled.webp\",\"datePublished\":\"2017-02-14T10:19:21+00:00\",\"dateModified\":\"2023-08-31T12:26:50+00:00\",\"description\":\"Discover how to enhance eCommerce customer service! 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