As technology has advanced, so have the ways we can connect with and retain our target audience. The days when customer interactions were limited to in-store visits are over. As marketers, our goal now goes beyond just selling a product or service; it’s also about building relationships, inspiring loyalty and creating a brand experience that resonates.
Luckily, there are countless tools out there that can transform our customer engagement efforts for the better. From CRM systems that make meaningful engagement possible to chatbots that provide instant assistance, the solutions at our disposal are both diverse and powerful. Here are 8 of the best customer engagement tools to have in your toolkit.
1. Customer Relationship Management Systems (CRMs)
To effectively engage customers in a meaningful way, you have to know your customers. That’s where customer relationship management systems (CRMs) come into play.
Managing customer data has evolved from spreadsheets and sticky notes to sophisticated CRM systems. From contact details and purchase history to preferences and social media interactions, a powerful CRM paints a full portrait of your customer base. With data-rich profiles of potential and current customers, CRMs store insights that can be used to guide your engagement strategies.
Better yet, CRMs can be integrated with other business tools. Think of these systems as central hubs of powerful customer information that can be accessed by other user engagement tools, such as email platforms or customer support software. The result is a highly efficient and streamlined workflow where different teams have the insights they need to inform their interactions with customers.
For example, HubSpot CRM can be integrated with the email platform Mailchimp and the customer service software Zendesk. This integration gives both a company’s sales and support teams access to important information about their customers, allowing them to work together more effectively.
Additionally, with the wealth of data stored in the CRM system, marketers can personalize their outreach and deliver the right message to the right people at the right time. This tailored approach not only enhances the user experience but also reduces churn and strengthens customer loyalty and trust.
2. Email Marketing Tools
Email marketing has long been a popular way to connect and engage with one’s customers. In response, countless platforms and tools have emerged to make it easier for businesses to not only craft and launch email campaigns but to achieve better results.
At the heart of the best email marketing solutions is the ability to effectively segment recipients and personalize messages. Generic mass emails pale in comparison to those that are clearly tailored to the recipient — and email marketing solutions by companies like Mailchimp and Salesforce know this.
These tools empower marketers to divide their audience into groups based on factors like past actions, demographics, preferences, etc., or even identify and incorporate personalized details about each recipient. This precision lets them create messages that are tailored to specific groups or individuals, increasing the likelihood of engagement and conversions.
3. Personalized Video
Another powerful tool for customer engagement is Personalized Videos. Using customer data, marketers can create videos that address customers by name, offer customized product recommendations, acknowledge specific interactions and more. It’s the ultimate combination of data-driven insights and the dynamic power of video content.
Personalized Videos have several advantages when it comes to engaging your customers. The video element captures attention more effectively than just text or images alone while personal details add a sense of connection and relevance. This naturally leads to a more memorable brand experience and greater engagement.
Well-known global brands like adidas have embraced this customer engagement solution. As a Boston Marathon sponsor, the brand wanted to connect with participants in a memorable and meaningful way. The solution? To create Personalized Videos for every runner with their race stats. Check it out below.
The campaign was a total hit, resulting in not just greater email open rates and social shares but also 1,189% higher sales. The success shows how using Personalized Video can not only enhance customer engagement but also have a major impact on your bottom line.
4. Interactive Video
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For even greater engagement, consider adding interactivity to your video marketing. Interactive Videos are primed for engagement since they’re made to have viewers actively participating in the video experience in real time.
Picture a video that invites viewers to make choices, explore different paths or even make purchases directly within the video itself. From clickable hotspots to quizzes, Interactive Videos turn the traditional one-way viewing experience into an immersive, two-way interaction.
Businesses across industries are leveraging this tool to enhance customer experiences. For instance, retailers have used Interactive Videos to strengthen their gamification strategies, while financial brands have found that adding interactivity in the onboarding stage helps their customers understand and retain information. Take a look at this explainer video by American Express below to see how it works.
Some of the notable results we’ve seen financial brands achieve with this technology include:
- 73% higher call deflection
- 11x more credit card applications
- 126% CTR uplift compared to generic video
The results speak for themselves. As we head into a more personal and interactive era of marketing, mastering the art of customer engagement requires embracing tools like Interactive Videos to create lasting, meaningful connections.
5. Surveys
Surveys play an essential role in understanding all your customers’ preferences. They provide a direct channel for you to ask the questions that matter, helping you look into the minds of your audience. Whether it’s customer feedback about your product or their experience as a whole, surveys enable you to identify what’s working and what’s not.
Now, let’s talk about specific tools. You can choose from a variety of survey tools, all of which cater to different needs and preferences. Some popular options are SurveyMonkey, Typeform and Qualtrics. These tools go beyond basic questionnaires, allowing you to collect qualitative data, measure customer satisfaction and even calculate Net Promoter Scores (NPS).
Bonus Idea: Want to wow your customers with a unique survey experience? Consider presenting a survey in the form of an Interactive Video.
Customer surveys bridge the gap between businesses and their audience, unlocking valuable information that can be used to transform your engagement strategies. So if you’re not already surveying your customers, it’s time to start — the insights you gain could be the key to taking your brand to the next level.
6. Artificial Intelligence (AI)
It’s hard to talk about powerful marketing tools without mentioning artificial intelligence (AI). From powering predictive analytics to automating personalization, artificial intelligence is undoubtedly transforming the way brands connect with their audience.
One of the most powerful ways AI is being used in marketing is to drive predictive analytics. By analyzing vast amounts of data, AI can help brands identify trends and patterns that can be used to predict customer behavior. This information can then be used to create targeted marketing campaigns that are more likely to resonate with customers.
For example, you might use AI to track user behavior and purchase history to identify products that a particular customer is likely to be interested in. This information could then be used to create personalized email campaigns or product recommendations.
AI is also being used to automate personalization. This means that brands can deliver personalized experiences to customers without having to manually create and manage each interaction. For example, music streaming apps like Spotify or Apple Music use AI to track a user’s listening history and search queries and automatically curate personalized playlists.
And we can’t leave out the role that AI is playing in content production. It can be used to generate everything from text to audio to video for marketers. Case in point, we here at Idomoo developed the world’s first text-to-video AI generator. With Lucas, you can create AI videos in seconds — all from a simple text prompt.
Want to give it a try? Make your own AI video!
While AI is still a relatively new technology, it’s already having a significant impact on the way brands market to their customers. As AI continues to develop, we can expect to see even more innovative and effective ways to use AI in marketing.
7. Chatbots
AI is also revolutionizing customer support interactions. Chatbots powered by AI are becoming increasingly sophisticated, providing instant and efficient responses to customer questions and requests. From answering frequently asked questions to guiding users through the purchase process, chatbots can be a helpful alternative to human representatives.
The major advantage here is that, unlike contact centers or sales teams that work typical business hours, chatbots are accessible 24/7. They also respond quicker and can handle multiple queries simultaneously. Chatbots can also be used to address routine questions or tasks, which frees up your team to focus on more complex aspects of customer service.
Going beyond support, chatbots are also being used to increase ad engagement. One use case features Emirates Vacations, which saw an 87% engagement lift when it added AI-powered chatbots that answered questions about its packages to its digital display ads.
Overall, chatbots are a powerful customer engagement tool that can be used at different touchpoints throughout the customer journey, from initial acquisition to ongoing customer support.
8. Social Media Management Tools
With billions of active users on platforms like Facebook, Instagram and LinkedIn, marketers are taking full advantage of social media management tools to forge meaningful connections with their audience. Let’s take a look at how these tools and platforms can elevate your customer engagement game.
- Scheduling. With so much content flooding social feeds, being strategic about when you post is crucial. Social media scheduling tools let marketers plan posts in advance, ensuring a consistent presence without the last-minute hustle.
- Monitoring. In a world where a viral TikTok can make or break a company, keeping tabs on what’s being said about your brand is essential. Social listening tools sift through the social noise, alerting you to relevant mentions and trends so you can respond and engage with your audience promptly.
- Analytics. Understanding the impact of your social efforts is non-negotiable. Social analytics tools provide a comprehensive look at your data, offering insights into engagement metrics, audience demographics and the performance of individual posts. This data-driven approach allows you to constantly optimize your strategy over time.
Most social media management platforms offer some combination of the above tools, though they tend to specialize in a particular area. No matter which platform you choose, using a social media management tool can help you save time, improve your efficiency and engage with your target audience more effectively.
Revolutionize Your Approach With Idomoo
So what now? It’s time to dive in. Explore the wide range of tools out there and discover the ones that are a good fit for your brand and audience. And if you’re on the lookout for a game-changing video solution, look no further than Idomoo and our Next Generation Video Platform.
Specializing in dynamic, data-driven video, we make creating Personalized and Interactive Videos easy, offering a seamless way to elevate your customer engagement strategy. Ready to take your customer engagement to new heights? Get in touch and let us show you firsthand how Idomoo can transform your business.
