One thing that comes up time and time again when I work with clients during our impact sessions is how to enhance customer engagement using the resources they already have. 

While they’re often focused on making the most of their team, I always encourage them to look at the power of technology and automation. It’s one of the smartest ways to improve the customer experience without needing to hire more staff – and it allows you to show your customers how much you truly value them.

So, how do we bring automation into the mix while maintaining that all-important human touch? Here are a few strategies to get you started.

Automating Your Booking System to Save Time and Set Boundaries

One of the first things I recommend is automating your booking calendar. It’s such a simple change, but it makes a massive difference. A booking calendar eliminates the back-and-forth of emails, helping you avoid that frustrating struggle to find a time that works for everyone.

With automated reminders built in, customers are notified of their bookings ahead of time, reducing no-shows and cancellations. This system creates efficiency on both sides – and I have tutorials you can dive into if you need help setting up yours.

Personal Touches with Automated CRM Systems

If you’ve got a solid CRM in place, you can automate meaningful touchpoints that build relationships. For instance, set up birthday or anniversary messages to recognise important moments with your clients. Even small gestures like these show your customers that you care.

And for e-commerce businesses, automated abandoned cart reminders are essential. We’ve all been there – adding items to the cart, getting distracted, and forgetting to check out. Sending a quick, friendly reminder nudges customers back to complete their purchase, improving both their experience and your sales.

Post-Purchase Automation: Show Customers You Care

Another way to engage customers through automation is by following up with them after a purchase. Send a series of emails to guide them on how to make the most of what they’ve bought. This isn’t just helpful but it’s a way to show you’re invested in their success with your product or service.

If you’re a course creator, you can take it further by checking in on your student’s progress through automated emails. Are they engaging with the material? Do they need extra support? This nurtures a deeper connection with your audience and helps ensure they get the most from your course.

Leveraging Chatbots to Assist with Website Navigation

Another tool I love is using chatbots to guide customers through your website. With a little help from AI, your chatbot can answer frequently asked questions and direct customers to the information they need.

For example, we’ve got Ellie, the chatbot on the Enever Group website. Ellie’s been trained to reflect Clive’s tone and answer questions based on a bank of responses we’ve fed her over time. Giving the chatbot a name and personality helps maintain that personal touch, even when using automation.

Building Loyalty with Automated Programs

Automation also opens the door for creating loyalty programs. You can reward repeat customers with automated discounts, send exclusive offers through email, or even build custom apps to stay top of mind.

The key to successful automation is ensuring it makes life easier – both for you and your customers. If the process is repeatable and scalable, then it’s worth automating. But don’t forget, that automation needs regular check-ins to keep everything running smoothly.

Final Thoughts

Automation isn’t just about saving time – it’s about enhancing the customer experience while freeing you up to focus on the things that matter most in your business. Just make sure you’re checking in on your automation to keep them running smoothly, from booking calendars to post-purchase emails.

What will you automate next? Let’s chat and explore how automation can take your customer engagement to the next level!

Highlights

• [00:00] Introduction to Enhancing Customer Engagement
• [00:29] Strategies for Automating Booking Calendars
• [01:10] Automating Customer Relationship Management (CRM)
• [01:25] E-commerce Automation: Abandoned Carts
• [01:58] Post-Purchase Automation
• [02:31] Enhancing Website Navigation with Chatbots
• [03:19] Maintaining Personal Touch in Automation
• [03:54] Ensuring Effective Automation

Resources Mentioned

• AI, Async, Automation Hub
• Acuity
• Mailerlite
• Chatbase