How Wix Businesses Can Engage Their Customers Better
- jaswanthi mamidisetty
- Jun 9
- 7 min read
Updated: 6 days ago
Why Customer Engagement Matters More Than Ever?
Imagine walking into your favorite neighborhood café.
The barista greets you by name, remembers your usual order, and even asks how your last vacation went.
That moment, warm, personal, and effortless, isn’t just good service. It’s customer engagement at its best.
Now think about replicating that same feeling online through your Wix eCommerce store, your booking site, or your restaurant’s website.
The challenge?
Your customers aren’t standing in front of you. They’re clicking, scrolling, and swiping, often with dozens of other tabs open.
That’s where the magic of customer engagement comes in.
Table of contents
So, What Is Customer Engagement?
Customer engagement is about creating meaningful, ongoing interactions with your audience.
It’s not about sending the most emails, it’s about listening, responding, and connecting.
For Wix-based businesses, this can happen through :
a WhatsApp message that confirms a reservation
a personalized SMS reminding someone about their abandoned cart
a helpful chatbot answering queries at midnight.
What is the Blueprint for Great Engagement?
1. Start With Personalization
People don’t want to feel like just another name on a list.
Use their name. Refer to their past orders. When your message feels personal, they’re far more likely to listen.
2. Quick replies to customer queries
Today’s customers expect speed. They want answers now, not tomorrow.
Whether it’s confirming a booking or resolving an issue, platforms like WhatsApp, SMS, and AI chatbots give you the power to respond in real time.
3. Pick the Right Communication Channel
Not all customers want to hear from you in the same way. Some prefer a quick message on WhatsApp; others still trust a good old-fashioned text.
How eCommerce, Restaurants, and Booking-Based Businesses Use Wix and Where Customer Engagement Comes In
The Wix ecosystem primarily supports three major types of businesses:
E- Commerce
Restaurants
Booking-based services.
The one common thread that ties them all together is the need for consistent and meaningful
customer engagement.
For eCommerce Stores on Wix
Imagine a business owner who has just launched an online store using Wix.
Over time, the owner noticed that visitors browse, add items to their cart, and leave without purchasing.
This is where strategic customer engagement can make a real difference.
Timely WhatsApp messages reminding customers of their abandoned carts
SMS updates on order confirmations and delivery
even personalized product recommendations
All of these touchpoints enhance the shopping experience and gently guide customers toward completing their purchase and returning in the future.
Engagement opportunities:
Abandoned cart reminders
Order and shipping updates
Loyalty promotions and restock alerts
Post-purchase feedback requests
For Restaurants Powered by Wix
Consider a small restaurant using Wix to manage online reservations and showcase its menu. Ensuring guests show up for bookings or return for another visit requires thoughtful communication.
Moments that can foster loyalty and drive repeat visits include :
Sending booking confirmations
reminding customers of reservations
sharing daily specials
simply thanking them after a meal
Engagement opportunities:
Reservation confirmations and reminders
Event or special menu announcements
Loyalty rewards for repeat guests
Review and feedback collection
For Booking-Based Service Businesses
From wellness coaches to salons, many service providers rely on Wix Bookings to manage appointments.
Yet, their success also depends on how well they maintain client relationships before and after each session.
The following messages help to build stronger relationships and reduce missed bookings
A simple reminder about an upcoming appointment
a follow-up message thanking them for their visit
Updates on new offerings
Engagement opportunities:
Appointment confirmations and updates
Friendly reminders or follow-ups
Promotions for new services
Rebooking encouragement
Common Challenges Faced by Businesses in Customer Engagement and How to Solve Them
1. Lack of Personalization in the Message — Feels Robotic
Challenge: Messages like “Hey there!” feel cold and generic.
Customers quickly disengage when they sense they’re just part of a bulk blast.
Solution: Use dynamic personalization.
Address customers by name and reference past behaviors.
Tools like automated CRM integrations or messaging platforms can help create that human touch at scale.
2. Reaching Out to the Customer at the Right Time Is Hard
Challenge: Timing is everything.
A delayed reminder about an abandoned cart or feedback request often gets ignored.
Solution: Use automation and behavior-based triggers.
For example, send a reminder within hours of cart abandonment or follow-up after delivery. This ensures your message lands when it’s most relevant.
3. Choosing the Right Communication Channel
Challenge: Relying solely on emails may mean missing customers who prefer quicker, more casual channels like WhatsApp or SMS.
Solution: Understand your audience's preferences.
Use platforms like WhatsApp for time-sensitive, high-engagement updates and email for long-form content.
A multichannel approach increases visibility and response rates.
4. Generic Messages for Re-engagement
Challenge: Messages like “We miss you” often go unread because they lack relevance or urgency.
Solution: Make re-engagement specific and meaningful.
Mention a product they liked, share what's new in their favorite category, or offer a time-limited incentive.
Personal context makes the message harder to ignore.
5. Customers Expect Quicker Replies
Challenge: Today’s consumers expect instant support; delays can lead to frustration and lost sales.
Solution: Implement chatbots or auto-replies for FAQs and ensure live agent availability for complex queries.
Fast response times build trust and improve satisfaction.
Why WhatsApp and SMS Are the Best Channels to Engage Your Customers?
When it comes to customer engagement, choosing the right communication channel can make all the difference.
SMS: Universal, Reliable, and Immediate | WhatsApp: Personalized, Interactive, and Rich |
|---|---|
Universal Reach: SMS works on virtually every mobile phone, making it ideal for reaching a broad customer base. | Rich Media Support: can share product images, videos, catalogs, carousels, and even buttons, all in one message. |
No Internet Required: Unlike many messaging apps, SMS doesn’t rely on internet connectivity. This ensures your messages are delivered even in areas with poor or no data access. | Interactive Experience: With CTA buttons and quick replies, customers can respond or take action with just a tap. |
Maximum Deliverability: With extremely high open rates, SMS ensures critical information gets noticed, making it perfect for OTPs, emergency alerts, and transaction confirmations. | Two-Way Communication: WhatsApp makes it easy to have real-time, conversational interactions with customers, ideal for support, product queries, and personalized recommendations. |
Use Case Examples
SMS: Send OTPs, payment reminders, delivery updates, or outage alerts.
WhatsApp: Share order confirmations with rich media, offer support, send back-in-stock alerts, or re-engagement campaigns with product images and one-click CTAs.
How Mercuri can Enhance Customer Engagement on Wix?
Mercuri helps Wix businesses turn every customer chat into a chance to connect, using smart, automated, and personal tools.
Automated Messaging at the Right Moment
Mercuri allows businesses to automatically send WhatsApp and SMS messages when customers complete specific actions on your Wix website, like
making a purchase
abandoning a cart
signing up for a newsletter.
This ensures timely communication without manual effort.
2. Personalized WhatsApp & SMS Campaigns
Drive re-engagement with personalized outreach.
Mercuri helps you send tailored messages based on user segmentation, across both WhatsApp and SMS channels.
24/7 AI Chatbot Support
Mercuri's AI-powered chatbot ensures your business is responsive around the clock, offering instant answers to FAQs
Smart Customer Segmentation
Mercuri enables you to segment customers based on interests, activity, or purchase data, so your campaigns are always relevant and effective.
Shared Inbox with Customer Cards
Mercuri's shared team inbox ensures all customer conversations are in one place.
Each message comes with an information card that shows key customer details like name and other details, making support faster and more personalized.
Also read: How Wix businesses can send WhatsApp interactive messages to streamline the customer journey
Frequently Asked Questions (FAQ)
1. How does Mercuri help with customer engagement on Wix?
Mercuri CX enhances engagement by:
Sending automated WhatsApp/SMS messages triggered by customer actions
Running personalized campaigns based on behavior
Providing 24/7 support via AI chatbot
Segmenting audiences for better targeting
Organizing all conversations with detailed customer cards in a shared inbox
2. How can I personalize customer interactions on my Wix website?
Start with their name, past orders, or website behavior. Tools like Mercuri CX let you automate WhatsApp and SMS messages like cart reminders or booking confirmations, at the right moment.
3. Which engagement channels work best for Wix businesses?
WhatsApp and SMS are the most effective channels:
SMS is perfect for urgent messages like OTPs and appointment reminders.
WhatsApp allows for rich, interactive communication with images, buttons, and real-time responses.
4. How do eCommerce businesses on Wix benefit from engagement tools?
They can:
Recover lost sales with abandoned cart reminders
Keep customers informed with order/shipping updates
Drive loyalty with promotions and feedback requests
5. Can service-based businesses on Wix improve engagement, too?
Yes! For businesses like salons or yoga studios, timely appointment reminders, service updates, and follow-ups keep clients coming back and reduce no-shows.
6. What are the common challenges in customer engagement?
Some major issues include:
Generic or robotic messages
Poor timing of communication
Using the wrong channel
Slow responses
Lack of personalization
These can be solved using tools like Mercuri CX to automate and personalize messages at scale.
Conclusion
At the end of the day, customer engagement is what turns one-time visitors into loyal fans.
Whether it’s a quick WhatsApp message or a helpful chatbot reply, those little moments matter.
With the right tools like Mercuri CX, one can make every interaction count without the extra effort.
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