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Sruthi Malla
Sruthi Malla May 21, 2021

The customer or user is the key for any business in the world. It is the requirements of customers, upon which businesses are built and it’s the customer and their purchase behavior that helps businesses achieve success.

In business scenarios, we often tend to exchange the words “user experience” and “customer engagement” at various levels. Though they sound similar, there is a noticeable difference that separates them. Here we are going to find such relatable differences between the two.

What is customer engagement:

Brand customer engagement

Customer engagement is an action/interaction between the customer and the brand. It takes some effort from the end customer to comment or make a purchase with your brand. Thus all meaningful interactions that happen consciously and strengthen the relationship, come under customer engagement. New users often tend to keep away from customer engagements compared to power users. So all the customer engagement activities should be planned after establishing a bond with the customer. If they are forced to engage, customers often tend to walk away.

What is the user experience:

User experience - Upshot.ai
User experience

User experience is a subconscious process that happens without notice. When you install that trending new app on your phone and spend some time with it, what makes you get back to it is something that happens because of user experience. Users need reasons for coming back which are served as experiences by the businesses. 

For a very long time, user experiences were a part of web/app development processes. But today, user experience is evolving for every version release. There are huge expectations on how companies should build experience hubs for the end users which became a prime factor for conversion.

So, user engagement happens only when a user gets a good experience with the brand and wants to go a step further in their purchase journey.

How Upshot.ai can enhance both:

Upshot.ai is an omnichannel tool built to cater to personalized user experiences along with many action widgets that lead to customer engagement. 

Thus user experience and engagement happen spontaneously as widgets ease the process of brand interactions. Below we have categorized different widgets/tools that can enhance your user experience, engagement or both:

Onboarding tools:

User onboarding comes under user experience as it is the first impression that a brand can make – to swiftly onboard its potential customers. Long back, user onboarding was limited to signing up and getting started, but today, users need to be convinced of what the business is here to offer and how to use them. With the help of tutorials, screen tips, and splash screens users can be onboarded easily and yet meaningfully.

Few companies add the user engagement part to their onboarding processes. Like seeking user inputs to figure out the user interests to personalize their experiences. For example, famous image blogging site Pinterest tends to collect your interests in its user onboarding to personalize the pins based on user inputs. 

User engagement tools:

As the title suggests, these tools are helpful in engaging users with meaningful conversations. Imagine you are browsing the web and a personalized push notification pops up on your screen, chances are high that you click on the push to figure out what it is all about. Thus user engagement tools are used to engage users timely with the necessary information that initiates a user action.

There are In-app messages, SMS, email communications in addition to push notifications that keep engaging users. Every user communication can be personalized with the Upshot.ai engine for better user engagement.

Gamification tools:

Gamification is like the cherry on the top when it comes to user engagement that leads to joyful user experiences. Users can play a game or be driven by game mechanics to complete a business action. At times to double the excitement, they are rewarded with discounts based on in-game achievements. 

Upshot.ai can facilitate the usage of minigames as well as game mechanics based on business needs. With a huge library of 200 minigames open for customization, badges, opinion polls, trivia, and leaderboards. 

Feedback and NPS Tools: 

Executing timely micro surveys, rating requests, NPS will allow the businesses to figure out the pulse of the users. Thus feedback tools play a crucial role in revamping the business roadmap and improve customer satisfaction scores.

Rewards and Loyalty tools:

The world of internet consumers is run by rewards and loyalty programs. Who doesn’t like free goodies and discounted stuff? But then again a conscious user engagement targeting the right segments with the right message is quite essential for maximum conversions. 

Discounting and rewarding wishlist products creates more impact than random catalogs that are totally irrelevant for the user. If targeted the wrong way, all business efforts go unnoticed and result in huge losses. 

Loyalty is again a master technique to retain more users and convert the same users again and again with the brand relationship. Loyalty has many faces and types, so businesses need to pick something that suits their business model, creating awesome user experiences that drive users to keep returning.

Wrapping up:

There is a thin yet silver lining distinction between customer engagement and user experience. But in today’s digital world one has become the result of the other and we cannot say one is more important than the other. Business owners should evaluate every digital campaign that goes out and should be able to figure out the possible outputs in terms of user engagement and user experiences. A plan with detailed execution and commitment never failed to impress the end-users. Hence, be that brand that engages users and treats them like guests of honor.

Also read : Do’s and Don’ts of In-app messaging

About Upshot.ai

Upshot.ai is an omnichannel, user engagement, and gamification platform that helps digital product owners and marketers improve their product adoption and conversions. Fortune 1000 companies such as GE, UHG, Puma, Sony, ITC, Tenet healthcare are using Upshot.ai and observed a massive increase in product adoption YoY increment in revenues.

Book a demo of the most comprehensive user engagement and gamification platform to achieve your digital product goals. Join our communities for more insights, guides, and best practices that keep you updated with proven strategies and tips to supercharge your campaigns.

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