Customer engagement is the key to measuring public attention and consequently serving better and selling a lot. Know more!

Have you ever wondered how important it is to measure customer engagement? For those seeking to win customers in the digital environment, knowing how many leads reach your business is essential. And how much they engage with your brand.

For those who sell through digital channels (or with their support), knowing their audience, how they engage with their service, and the journey they must go through until the sale is made is essential. 

How Important Is It To Measure Customer Engagement?

First, measuring customer engagement is essential. Thus, it is possible to produce targeted content that will captivate more consumers with a specific profile.

With this, you will know how to bet on your strengths and retain the loyalty of the public that already consumes your product or service. However, it is also essential to map the customer’s behavior (to win him over first) and devise new strategies and tools that optimize your service.

In other words, it is possible to understand customers’ behavior and those who refused or dismissed the product. Your team can fix small communication gaps and manage customer service crises from there.

Numerous reasons cause a crisis. However, even if it is not within your power to resolve it, it is necessary to satisfy customers as quickly as possible about what happened and what will be done.

This way, preventing your company name from being linked to a bad event is possible. That is, the faster a decision is made, there will be less negative comments.

For example, a consumer of a beverage brand posted on their social media that the product was spoiled. The company explained the production process and why the product was fine.

How To Manage The Crisis In Customer Service?

Listen To Your Customers

Understanding the points made by your consumers is essential to create customer service management strategies. Therefore, it is necessary to maintain a close relationship through points of contact.

Do recurring searches and understand the standard behavior in situations like this.

Train Your Team

Remember we talked about the importance of good service? Therefore, the team responsible for this task must be qualified and trained periodically.

That’s because the customer, especially in the moment of anger, doesn’t want to know who is responsible for solving such a problem; he wants it to be solved.

Therefore, the attendant must know precisely what is being done, the deadlines, and the best communication method.

Study The Risks

Don’t be taken by surprise! That is, study in detail the services and products offered by your company and outline possible problems and solutions. Have a document of frequently asked questions with the best answers to help during the routine.

In this case, employees from different teams must come together frequently so that it is possible to have a broad view of all internal processes.

How about creating a crisis committee? And from this committee came a guide on how the company works in solving problems, from the lightest to the most critical.

Create Protocols 

With the employees responsible for crisis management in customer service, develop a step-by-step of what should be done in cases you understand may cause problems.

If it happens, the teams will know exactly what should or should not be done during such caution.

In this way, measuring customer engagement is essential to devise strategies. And this data makes it possible to make changes that aim to boost a particular product.

How To Do This Analysis?

For example, for those who work with e-commerce, one of the ways to measure customer engagement is by analyzing the bounce rate. How many users visited just one page and left? This result helps us define what to optimize in the channel to increase attractiveness.

However, it happens differently for companies that advertise their services through social media. The most common is to measure likes, comments, and shares.

In addition, it is worth remembering that interactions are only sometimes positive. Therefore, it is essential to count and classify the comments on the post and inbox (message box) into positive, negative, and neutral. And analyzing this data also helps the company improve its service.

In any case, it is possible to observe that customers feel dissatisfied with slow or confusing service via social networks and other digital communication platforms. Services that are not very humanized – with a rigid and even robotic interface – are also not captivating.

Also Read: How To Apply The Data Journey In Companies?

SAC is the acronym used for Customer Service. In companies where the customer is a priority, employees and even entire departments are dedicated to customer satisfaction with the service.

Even so, the acronym SAC has been greatly increased lately. After all, have you ever heard of SAC 2.0, 3.0 or 4.0? If not, continue reading as we explain.

What Is It?

The conventional SAC is very useful and usually meets the expectations of many consumers. However, many customers have become increasingly selective with customer service, especially with recent technological advances. 

Therefore, companies must start to increasingly improve the support offered to those who use their services and start to incorporate what we call SAC 2.0. This modality consists of using social networks and other digital channels to serve customers well.

In addition, features such as service via chatbots, support pages or the possibility of self-service are also used. After all, in SAC 2.0, the important thing is to serve the customer in an agile way and assertively and resolutely!

Advantages Of SAC 2.0

Among the advantages of SAC 2.0, we can mention the one you already imagine heading the list: agility! You can reach your customers faster by being present – ​​and prepared – to deal with customers through digital channels.

Imagine receiving a complaint via WhatsApp or chat: the message will reach you on time. This facilitates a more resolute communication that aims to quickly solve the user’s difficulties, preventing him from getting stressed and the problem from taking on greater proportions.

In addition, this type of interaction via digital channels or social networks makes you well-seen publicly! After all, who doesn’t like a brand that is friendly, helpful and close to its audience?

How To Apply?

To apply good service via digital channels, it is necessary to have planning and also a strategy. After all, despite being an accessible resource, it requires direction and dedication. So, observe and map out who your audience is! Which social networks or digital channels does he prefer to be on? Does he like interacting more through text, video, audio or stickers? Is there room for informal language, use of memes and more?

Also, if you want to be present as long as possible to talk to consumers, consider investing in chatbots and digital customer service solutions, so your customer will be welcomed even when you are offline. 

Examples Of SAC 2.0

How about an example of companies with significant notoriety that provide a very committed and friendly service via social networks and digital channels? Among them, we can mention Nubank and Netflix.

You’ve probably seen the digital channels of these two companies using relaxed language and very close to the audience you want to reach, haven’t you? This means that these brands are seen by their consumers and potential customers as trustworthy, friendly and communicative. Captivating, isn’t it?

What Is The Difference Between SAC 2.0, 3.0 And 4.0?

Now that you know what a SAC is and why it is so important, it’s interesting to know the types of SAC! Traditional Customer Service is done over the phone, usually through a number with the “0800” prefix. However, SAC 2.0 arrives in a more modern, bold version with the help of social networks such as Instagram, Facebook or others. This service on networks usually relies on tools for automated communication via chatbots.

Furthermore, we can mention SAC 3.0. Here, the focus is still on serving the customer through a wide range of channels, whether by phone, email, in person or virtually – through social networks. However, the focus in SAC 3.0 is to provide the customer with a highly integrated experience that he feels well attended to in all available channels, with personalized treatment. 

Regarding SAC 4.0, it is as if 3.0 were even more integrated, agile and personalized. At this level of service, it is essential to ensure that customers are completely satisfied!

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Inside Sales allow the sales team to convert customers without having to leave the company and can bring great results by combining convenience with technology.

With the digitization of our consumption habits and business environments, more and more professions are adapting to the remote work method. This is true for many sales teams whose companies have already made Inside Sales a reality.

A commercial structure that enhances the results of the sales team without using external resources (such as employee displacement), the internal sales process is an increasingly common reality. Therefore, several companies are modernizing their work methods and aiming to increase the productivity of their employees.

And when it comes to Inside Sales, it is worth highlighting the essential role of technology and work tools in implementing this structure. After all, they are technological resources and digital tools that help entire teams to be able to work only through the computer. Thus, carrying out approaches and building relationships with customers from within the company. 

Therefore, in this article, we have separated everything you need to understand to implement this strategy in your company, such as advantages, tools and practical tips on applying Inside Sales in your day-to-day business. Let’s go.

What Is Inside Sales?

Inside Sales means closing sales with customers from within the company via email, telephone or videoconferences. This eliminates the need for the sales team to travel in person to potential customers to close the deal. Translated from English, Inside Sales means “internal sales” and is a flexible and very efficient sales methodology.

This model is a counterpoint to Field Sales, or field sales, which consists of the work method that takes the seller in person to meet potential customers, present proposals, make offers and close deals in person.

To implement this sales method in a company, you must consider tools and work routines and strategically assess whether this can benefit your business conversions. How to do Inside Sales in my company? But believe me: brands that are fans of Inside Sales usually see an increase in results, customers and the productivity of their employees. After all, it is a methodology that offers several advantages. Check out some below.

Three Advantages That Inside Sales Can Bring To The Business

Cost Reduction

Companies that deal with commercial operations know that getting your team into the field is often laborious and costly. Scheduling accommodation for employees, organizing transport, face-to-face follow-up meetings, matching the scale and agenda of all salespeople with their respective customers… The concerns are numerous and varied.

And that’s where Inside or internal sales come in as a great advantage. With a well-structured internal work process for the sales team, generating conversions and building relationships with customers from within your company without the need for displacement and personal contact is possible.

Modernization Of Processes And Implementation Of More Efficient Structures

In an Inside Sales operation, sellers work from within the company’s headquarters in a controlled manner, using spaces, equipment and tools provided by the company. Thus, money is avoided with other workflows, employees’ time, and the work structure can be more modern and organized.

Considering that for this company, it makes more sense to optimize an Inside Sales team than a Field Sales one, it is possible to implement this work structure to optimize the strategy of that business. More direction, more modernity, more efficiency!

Productivity Increase

Avoiding variables common to salespeople who go to the field, such as travel time, transit, adaptation between places and needs for personal meetings, it is also common to observe an increase in the productivity of employees working in Inside Sales.

After all, who doesn’t like to optimize routines and reduce bureaucracy? In addition, Inside Sales guarantees sellers more time to focus on strategies, conversions and even professional training.

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