eCommerce Customer Engagement Strategies for 2025

An e-commerce store can be compared to a park regarding eCommerce customer engagement. A park? I know, you wouldn’t imagine comparing an e-commerce store to a park. But here we go.

What happens in a park that you visit regularly? Do you just have a walk, or is it the fresh air, greenery, birds chirping… everything attracts you and connects you emotionally. An eCommerce store does the same thing differently.

What is eCommerce customer engagement

eCommerce customer engagement implies the strength of the relationship between an eCommerce brand and its customers regarding buying products, following the brand voice, and possessing customer loyalty to an emotional extent. It depends on the value of the brand’s words, the privileges and attention it offers to the customers, and how engaging the business strategy it ensures.

It’s not only the products but also the content, communication, and campaigns that can engage a customer with a particular brand in a way many other brands cannot. 

While purchasing from a random brand, a customer may only search for necessary items and forget that afterward. However, the same person waits for updates on a favorite brand and expects exciting things. It’s the same chocolate that tastes sweeter when bought from your favorite brand.

If customer engagement didn’t exist, we would not know brands named Nike, Apple, or Netflix.

Benefits of high customer engagement in eCommerce businesses

Customer engagement in eCommerce comes with a collective result. The expectations are endless if you consider it from a customer’s end. But if you can meet the expectations, the shoppers of your eCommerce store will keep following your brand, which will help them become lifetime customers of your brand. That’s the magic of consistent customer engagement in an eCommerce business.

Behind the scene: Challenges typically faced in eCommerce customer engagement

It sounds sweet when you see your customers buying again and again from your eCommerce site, but it’s not that simple to make it happen. Very few people purchase repeatedly from any particular brand regularly. It takes time, patience, and strategies to overcome challenges such as

An eCommerce store is more likely to face these challenges often until necessary steps taken —

• Surprising changes in trends
• Shortcoming of products
• Negative feedback in a large number
• Customer expectation at its peak
• Failing to provide big offers

Here are a few ways to overcome the challenges seamlessly —

How to ensure eCommerce customer engagement

Customer engagement is not the primary goal for an eCommerce business; it is a journey for your customers, and you are the sponsor. Endless obstacles will come along the journey, and you must constantly pave the way. Once customers struggle with a journey, they are more likely to change their behavior, which means stop visiting your shop. People like to effortlessly buy from a brand while visiting its store.

Before you engage your prospective customers, you need to attract them first.

Invest in high-quality video content

Consuming content has been faster and smoother in the last few years. A video content of one minute explains plenty of things and manages to grab the viewer’s attention. Visual content can be more dynamic, while scrolling doesn’t quite make any problem. Whether it’s product features, user manuals, or branding, video content has more scopes to come of multiple types, including memes, educational, conversational, and storytelling.

• Create videos according to the user’s intent
• Entertain or educate, or do both
• Keep it unique and natural
• Keep up the consistency
• Make short clips for social media

Why not watch an example of video content that adds value to the user’s life and also engages smoothly?

Read customers’ minds with engaging survey forms

Engaging survey forms help you find out the pinpoint data of the preferences of your customers. E-commerce businesses have various buyer personas, and a point-specific data analysis from powerful survey questions must exist. It helps you to build trust and generate leads effortlessly with customer feedback.

You can seamlessly conduct engaging eCommerce customer surveys using the simple-to-use features of Fluent Forms.

Start multichannel social branding

Considering their multichannel marketing approaches, you can easily differentiate the proper brands and some on-the-go e-commerce sellers. 

Don’t let your customers miss new updates or products, no matter which channel you need to use. Almost every e-commerce customer uses multiple social media these days. If you appear on a customer’s social media ten times, is there a chance you will get ignored every time?

You must focus on your target audience rather than just posting as a formality. Check out these Instagram posts by BarkBox, who always keeps up the social branding the way any pet lover will naturally get engaged with their social media posts. 

Why do they post on Instagram? Because there target customers use Instagram daily.

Pop-ups for discounts and offers

Especially during the holiday season, you can notice discounts and offers on almost every website you visit. Does it guarantee you click on the offers? Sometimes, it depends on your necessity; other times, the presentation attracts you regardless of your need.

Stylish pop-ups with to-the-point words can attract visitor’s attention and engage users when they intend to enter whatever the pop-up represents. User-specific interest analytics can help you place the right pop-ups at the right time.

See this pop-up placed on the famous eCommerce site Wayfair, the way they have highlighted a 10% discount. Besides that, they have put an amazing picture which visitors can’t easily ignore.

Analyze the abandoned carts

That is where the customer feedback surveys are most helpful. If you find the same issues in a large number, you can easily correct them. An abandoned cart indicates that one of your customers has lost interest when buying from you.

To reduce the number and repetition of abandoned carts, you can apply these strategies—

• Find out any problem with the abandoned products
• Make payment process simpler
• Rethink the pricing and offers
• Apply voucher or coupon if applicable
• Consider the weight of the products

Live chat for seamless communication

Whether it’s an AI or a person of flesh and blood, a live chat allows a customer to have the smoothest solutions to problems that might be annoying while solving them alone. 

Once a customer gets connected to your chat personnel, you have the opportunity to use customer support to offer a great customer experience and make an impression on them.

The prompt response system in a live chat broadens a visitor’s satisfaction and builds trust.

Optimize the site for mobile and app

You might wonder that over 53% of Amazon’s traffic comes from mobile devices, which shows the popularity of mobile apps in the eCommerce industry.

People wander on their favorite eCommerce platform, even when they are not planning to buy things. It’s not only the quality of products that make an eCommerce site a favorite to someone. Suppose your site gives the user the same feeling as browsing Instagram. Isn’t the user expected to spend more time on your site?

Yeah, right, it’s not only features that sell all the time but also the feeling that engages the user.

That’s how Etsy has supremely designed its mobile app for users.

Win the mind through AI-powered recommendations

Irrelevant product recommendations lose good users. Shoppers might not purchase every time they see the recommended product, but they might click. There are thousands of products to purchase, a good recommendation engine might help boost your sales.

You can use AI algorithms to match customer interest, the products they browse, and products they already bought to rank other products and recommend them in your eCommerce store.

Use email marketing to engage customers

Nail it when you mail it. An email is not just a reminder to your regular customer. It’s a way to connect with your regular customers and develop the FOMO in their buying habits.  An irresistible email copy can prompt a user to visit your eCommerce store promptly, even when the user doesn’t plan to buy anything.

Fluent forms apply the same technique while sending irresistible emails to old customers.

Customer reviews and testimonials

Customer reviews and testimonials can help you get people’s trust and build brand loyalty. Out of a hundred customers, ten customers might write reviews, influencing hundreds of visitors’ purchase decisions. Showcase positive reviews on the homepage and product pages to help encourage customers to buy your product without hesitation.

Let’s take Fluent Forms for an example, it was not so simple to select quite a few from hundreds of thousands of beautiful words from our customers. Anyway, that helped the new users find the to-the-point specifications of this plugin.

Customer loyalty programs

Loyalty is an addictive habit that people subconsciously adopt. Many online customers have never considered trying a new brand. But when they do, it’s the endless efforts of the store owner who maintains consistent customer service and customer engagement.

Offer coupons to first-time buyers, use promotional discounts to lure visitors to buyers, or offer surprise shipping cost reductions to regular customers. There are many ways you can run customer loyalty programs. You can offer loyal customers a hefty discount if they refer your brand to their friends and family.

Enforce brand identity

Whether it’s an update on a product, introducing new arrivals, changes in your site, or new email copy, try to have a consistent brand identity. Use your logo color or font everywhere possible or integrate it with your seasonal campaigns to introduce a fresh perspective to your customers. Align your brand identity with customer engagement on all points of the customer journey. Customers will remember your brand and boost your word-of-mouth marketing.

Wrap up

You must first understand your audience to ensure your eCommerce customer engagement strategy works. Brand awareness through proper communication and valuable lead generation can open the door to customer engagement success.

Either your customer finds you, or you find them, you should be ready to show them how you welcome them the way they wind up buying your products