How to Implement a User Engagement Platform – Best Practices and Features

user engagement strategy

Did you know that 54% of consumers and customers believe customer service needs improvement? Long gone are the days when customers spend endless amounts of time on hold or waiting for an employee to call back. Today, customers expect an instant response to their inquiries. 

The secret to a unique customer experience is communicating with them using a user engagement platform that helps you ensure exactly this seamless and fast interaction. The diverse interactive content for users and timely customer feedback management for marketers together provide a perfect tool capable of addressing any specific business needs. 

In this article, we will explain what a user engagement platform is, how you and your company benefit from it, and what five important functions it should contain to justify your investments. 

Understanding User Engagement Platforms 

Businesses constantly seek effective ways to reach their audience and establish long-term and mutually beneficial relationships. Imagine your favorite coffee shop: it’s not just about the perfectly brewed espresso or the cozy ambiance but the personalized experience that keeps you coming back.  

Similarly, user engagement platforms facilitate interaction between businesses and their customers. They are a central meeting point for 1-to-1 communication between companies, their prospects, and customers. All interactions, such as audience analysis, social media conversations, and customer support tickets, are securely logged. Here are the key benefits businesses note in user engagement platforms: 

1. Customer loyalty enhancement through personalization features: Personalization features like dynamic website content and customized email newsletters allow businesses to tailor content strategy based on individual preferences, behaviors, and past interactions. They help create a sense of belonging and loyalty among their customers and when users feel understood and valued. Therefore, clients are more likely to engage with the platform regularly: companies with omnichannel customer loyalty strategies have increased their average order values and annual growth by up to 10%

In practice, a digital magazine platform in the publishing industry utilizes personalized content recommendations based on readers’ interests and reading history. The platform fosters reader engagement and loyalty by suggesting articles, topics, and authors aligned with individual preferences. 

2. User engagement boost with gamification strategies: Gamification strategies inject elements of fun, competition, and rewards into the user experience, motivating users to interact more frequently and deeply with the platform. By incorporating gamified challenges, leaderboards, and rewards systems, businesses can captivate users’ attention and encourage active participation. Gamification increases user engagement and stimulates user-generated content, fosters community interaction, and amplifies brand visibility across social networks. 

For instance, a food delivery platform introduces gamification elements such as loyalty points, discounts, and surprise rewards for frequent orders or referrals. By gamifying the ordering process and offering incentives for user participation, the platform boosts user engagement and encourages repeat orders. 

3. Actionable insights flow for continuous improvement: A robust user engagement platform is a valuable source of data and insights into user behavior, preferences, and trends. Businesses can gain actionable insights for SEO optimization, refine their strategies, and innovate product offerings by analyzing user interactions, feedback, and engagement metrics. 

Thus, social media platforms analyze user engagement metrics, including likes, shares, and comments, to identify trending topics and optimize content recommendations. By leveraging analytics tools, businesses in the media industry enhance the relevance and timeliness of content delivery, driving user engagement and retention. 

Today, around 80% of companies currently invest in platforms that coordinate customer communication across multiple channels. Such web applications developed by data analytics solution companies provide vast omnichannel opportunities, perfect for creating tailored campaigns and gathering data-driven insights from user interactions. 

Key Functions of a User Engagement Platform 

Turning users into raving fans with web tools increases overall user engagement and delivers insights into the app’s performance. Let’s review the essential features to consider at the platform development stage. 

  • User analytics: Platforms allow businesses to track and analyze user behavior, preferences, and interactions across different touchpoints such as websites, mobile apps, social media, etc. This helps in understanding user needs and optimizing engagement strategies. 
  • Segmentation and targeting: Businesses can segment their audience based on demographics, behavior, preferences, and other factors, enabling targeted messaging and personalized content delivery. 
  • Campaign management and analytics: With user engagement platforms, marketers can plan, execute, and monitor marketing campaigns across various channels from a centralized platform. This includes creating content, setting up targeting criteria, scheduling delivery, and analyzing campaign performance. 
  • A/B testing: Platforms allow businesses to experiment with different messaging, designs, or offers to determine what resonates best with users. A/B testing helps in optimizing engagement strategies and improving conversion rates over time. 
  • Integration with CRM, CDP (customer data platform), and social media: Businesses receive a comprehensive view of customer interactions, preferences, and behavior across multiple channels. This unified data allows businesses to deliver personalized and targeted marketing campaigns, improve customer segmentation, and foster stronger customer relationships, ultimately increasing customer loyalty. 

User engagement platforms often contain user support options, like live chats, a platform knowledge base, and FAQs. Let’s examine them in more detail. 

1. Live chats  

Live chats are becoming increasingly popular. According to recent studies, adding live chat to websites boosts conversion rates by 12%, making visitors 2.8 times more likely to become customers than those who don’t use live chat. Such a breakthrough easily overshadows the email channel and social media. 

The reason is the average response time to a customer support request is 12 hours and 10 minutes. Live chat, on the other hand, offers customers a quick and easy way to get answers to their questions immediately. User engagement best practices always include a live chat function. Modern platforms can also directly suggest answers to employees using machine learning and artificial intelligence. 

2. Self-service portal 

The demand for self-service for users is increasing. Studies show that 70% of customers use self-service tools during their customer journey. Customers want to solve their problems quickly and, ideally, find answers to their questions independently; if the response takes too long, the prospect or customer may lose interest. 

Self-service portals allow customers to proactively manage personal customer accounts, view orders, create support tickets, manage subscriptions, and communicate directly with business representatives. Choose a customer engagement platform that offers you a variety of user-friendly and easily customizable self-service features. This way, businesses can increase customer satisfaction – and reduce spending on live support. 

user engagement best practices

3. Knowledge base 

We already know that customers want to solve their own problems proactively, and knowledge base is a helpful source of information both for businesses and users. With a central point of contact for your product or service-related content, you give your customers a way to solve their problems with relevant articles, guides, and step-by-step instructions.  

With this platform’s function and its well-thought-out navigation design, marketers can see if customers’ questions have been answered and get an overview of the information they’ve sent to specific people. This will prevent support services from sending customers the same information or answers twice, which can be highly frustrating. 

4. FAQs 

Sometimes, customer inquiry is a question that has already been asked before. User engagement platforms support business teams by offering a Frequently Asked Questions (FAQ) section. FAQs are like a knowledge base but are even more precise and available to non-customers. 

Designing the User Experience: Best Practices  

UX design is a holistic approach to the user-centered design that helps businesses achieve an optimal user experience. Only if the needs of the users and the context of use are known and taken into account during development can user interaction be designed to be intuitive and successful.  

Six fundamental principles form the basis for the platform’s user-centered design process: 

  1. Design is based on an understanding of users, their tasks, and their environment: it is not enough to have an idea of the target group of your product. User-centered design requires a deep immersion in the world of the user. 
  2. Users are involved throughout the entire development and design process: this is one of the key differences from other approaches. Users are not first invited to evaluate a finished product; rather, their view forms the starting point of development. 
  3. Design is driven by user review: every prototype and beta version is reviewed by users, and user feedback is used to further develop the product. 
  4. The process is iterative: the process steps of product development are not carried out linearly or just once. Feedback from users may make it necessary to repeat individual phases multiple times. 
  5. The entire user experience is considered: User-centered design does not aim to make the use of a product as easy as possible but rather understands user experience more broadly. A product should evoke positive emotions, offer real solutions, and encourage repeated use. 
  6. The project team is multidisciplinary: User-centered design requires close collaboration across disciplines. There is no place for silo thinking in product development. Only when copywriters, graphic designers, and programmers bring different perspectives can the user’s requirements be implemented best.   

Measuring and Analyzing Engagement: Best Practices

The purpose of developing the right key performance indicators (KPIs) may be obvious for a user engagement strategy, like measuring users’ engagement. Still, the primary business goal for the past few years is how customers interact with a company after purchasing a product/service. One of the latest Gartner surveys identified a few drivers for CX practitioners to exceed management expectations. The first driver emphasizes marketing’s role in CX, with tools focusing on post-purchase journeys being 2.3 times more likely to surpass expectations.  

With that said, the underlying purpose of the predefined KPIs for the user engagement platform can be to track the post-purchase customer journey as a decisive success factor. We compiled a list of the most widely used KPIs among our clients. In addition, check out implementation tips that might be helpful for your business: 

1. Active user rate measures the percentage of users who engage with the platform within a specified time frame, indicating the platform’s current user engagement level. 

Implementation tip: Ensure user accounts are properly tracked and distinguish between active and inactive users based on defined activity thresholds. 

2. Session duration tracks the average time users interact with the platform during each visit, providing insights into user engagement and content relevance. 

Implementation tip: Implement robust session tracking mechanisms to accurately measure the duration of user interactions with the platform across various devices and channels. 

3. Retention rate measures the percentage of users who continue to engage with the platform over time, reflecting its ability to retain and satisfy its user base. 

Implementation tip: Establish clear criteria for defining retained users and track user engagement over defined periods to accurately calculate retention rates. 

4. User interaction frequency assesses how often users interact with various features and content on the platform, indicating the depth and breadth of user engagement. 

Implementation tip: Integrate event tracking tools to monitor user interactions such as clicks, likes, shares, comments, and submissions across different platform features and content types. 

Key performance indicators (KPIs)

5. Conversion rate measures the proportion of users who fulfill specific actions or objectives on the platform, like completing a purchase or subscribing to a service. It indicates how effectively the platform drives user engagement and helps achieve business goals. 

Implementation tip: Define conversion events and goals, such as sign-ups, purchases, or completed actions, and implement conversion tracking mechanisms to monitor user progression through the conversion funnel accurately. 

6. A/B testing involves comparing two versions of a web page, app feature, or marketing campaign to determine which performs better regarding user engagement or conversion rates. 

Implementation tip: Ensure proper segmentation of users into control and experimental groups, and define clear hypotheses and success metrics before conducting A/B tests to effectively measure the impact of changes and make informed decisions based on test results. 

Ensuring Scalability and Adaptability: Best Practices

At Lightpoint, we completed multiple projects in various industries oriented toward user engagement. Given our extensive experience, we adhere to three main principles when providing data engineering services

  1. Scalability: We ensure the platform’s scalable architecture and conduct robust testing on how the software tool accommodates growth and increased user demand over time. 
  2. Future-proofing: We consider the abovementioned UX design principles and ensure the platform adapts to emerging user needs and technological advancements based on thorough market research. 
  3. Flexibility: We maintain the user engagement platform’s ability to seamlessly integrate with various third-party services to enhance functionality and user experience. As third-party integrations are often prone to security vulnerabilities, we also ensure data security throughout migrating to the new platform. 


User engagement platforms transform mundane interactions into enjoyable experiences, keeping users hooked and thus driving overall business growth. customers can access many communication channels, such as a self-service portal, a knowledge base, customer service software, web forms, and live chat. With a user engagement platform, you can: 

  • Capture, store, and manage customer data 
  • Conduct personalized communications with your customers 
  • Track and manage interactions, including user feedback, complaint management, and assistance in resolving issues or queries 
  • Strengthen customer loyalty and build long-term relationships with customers 

Want to deliver an outstanding user experience? Build long-term customer relationships critical to the company’s success with tailored Lightpoint expertise – schedule a call with our team today.