Drive Customer Satisfaction Using Context-Aware Engagement


That’s who we support.

Not just any “you”.

It’s a very specific YOU.

It’s YOU doing exactly what you’re doing at this exact moment.

These days, customers are becoming increasingly partial to a more personalized online experience.

By providing personalized, context-specific engagement, businesses can help their online users to feel more like significant individuals, as opposed to just another number.

Doing so helps to ensure that customers have a positive experience, which is highly beneficial for a number of reasons:

1-   Stronger Reputation

Providing context-specific user engagement not only improves customer service, but also helps to show users that an organization is trying to be convenient and friendly. Greeting a user by name, or offering them personalized online guidance are simple ways to show that you recognize your users as individuals and are trying to make things as easy as possible for them. Individualized engagement proves to customers that they are valued and respected, which in turn makes it easier for them to trust your organization.

Gartner notes that:

A foundation for context-aware computing is required for a UXP. As a starting point, most organizations will need to employ personalization to deliver relevant information and applications based on the user’s role, the device they’re using or their location.

2- Earn Customers’ Respect

Some organizations may be hesitant about how to deliver a personalized experience to their audience without seeming intrusive.

Asking users for too much personal information at once can be invasive. However, if asked for information that is directly relevant to their online experience, customers are much more likely to provide it.

A recent study indicated that 57% of users are willing to provide personal information if they feel they will benefit from it, and they can be sure that their information will be used in a responsible way.

Furthermore, 77% of users develop more trust for businesses that make it clear how the personal information gathered will improve the customer’s experience.

Being transparent about your intentions is a great way to build the trust of your customers, as well as provide them with an enhanced online experience. If customers can have a positive online experience without being concerned about what their information is being used for, they are much more likely to come back. WalkMe, for example, is a guidance and engagement platform that provides effective personalized, contextual guidance to users and customers.

Home Depot is takes the time to help each customer. Websites and software should apply this same method to help each individual based on his/her need.

3- Boost Revenue

A major benefit to providing customers with a personalized online experience is revenue growth. By implementing tactics to personalize customer engagement, organizations can better increase their online sales. Personalizing an experience by appealing to customers’ needs and wants can help users to easily find what they are looking for faster. Tailoring unique experiences makes for less frustration, which will make for much happier customers. Keeping things simple, convenient, and friendly for users can result in increased web traffic, more time spent on the site, better conversions, and higher revenue.

UXPs will employ advanced search more prominently to help users and IT departments deal with greater volume, variety and disparity of information sources, including internal and external Web content, documents and digital assets. tion and applications to users. Advanced search will deliver search results and order bias based on contextual variables and may provide a valuable source of information for digital marketing purposes.

4- Build Loyalty

While it is always desirable to attract new clients, maintaining an existing customer base is actually less expensive than acquiring a new one. Even if current clients seem satisfied, remember that there is always room for improvement. Offering a more personalized experience to pre-existing users helps to develop a stronger relationship.

This is especially important because these are the customers who are more likely to upgrade or try new services.

Gartner predicts that websites will offer more complex, individualized search options.

“No longer just a search box, search technology will provide an engine to deliver relevant information and applications to users. Advanced search will deliver search results and order bias based on contextual variables and may provide a valuable source of information for digital marketing purposes.”

Treating users as individuals, as well as showing them that you care about their experiences, will help you to create a stronger relationship.

If you prove to customers that you care about them individually, you are more likely to build loyalty.

In Conclusion

Overall, the importance of context-aware engagement cannot be overstated.

Online customers today expect to be treated as individuals, and want unique, personalized experiences. Taking customers’ preferences into account is a great way to connect with them on an individual level. If you can prove to customers that you care about them as people, they will reciprocate. Mutual respect and understanding can go a long way.


Amy Clark is the Lead Author & Editor of IWantItNow Blog. Amy established the Customer Engagement blog to create a source for news and discussion about some of the issues, challenges, news, and ideas relating to customer service, support and engagement.