Customer engagement is the business communication link between an organisation and a consumer through various modes of correspondence. The link can be any interaction, reaction, or overall customer experience based on a product, brand or service or communication.
What is a Customer Engagement Platform?
The customer engagement system centralizes multiple interactions with your consumers. A customer engagement platform however, allows you to enjoy and utilize similar features of any social media, individualized marketing, web chat, and Customer relationship management (CRM) capabilities. Almost every customer engagement platform provides their users with everything that’s needed for effective customer-business-customer communication. Other than its communication tools, the platforms also equip you with customer behaviour tracking and to examine marketing campaigns.
Features to look for in Customer Engagement Platforms
Multichannel Communication: To improve your business considerably, you should maintain a regular interaction with all your client-tale. Customer engagement systems can open multiple communication channels for you to interact with your clients. Interaction can be used for marketing, advertising and branding for your customers.
Self-Service Features: Many customer engagement platforms arrange a special feature for their clients. It helps the client to find whatever they are looking for without any live agent assisting them. Customers find these features easy to use and time-efficient. It improves your impression and reputation as a brand. It can also boosts your client’s interest to find out more about your brand, products or services by implementing Gamification User Engagement features. Self-service features are also known to reduce bounce rate of your website, which in return helps to achieve higher ranking in search engine results. Knowledgebase is an example of a self-service feature.
PR Capability: Few customer engagement platforms have PR capability. It helps you to keep a watch on your online reputation; you get notified of every action. For example, if someone mentions your brand or company name, you will receive a notification immediately.
Marketing Functionality: To help you acquire more customers, engagement software have marketing functionalities. Namely, email marketing, social media marketing, search engine marketing and web marketing tools.
Live Chat: One of the system functionalities is allowing you to correspond to your clients in face time. This feature is great for selling new products and services that are yet to be known in the market.
Best Customer Engagement Platforms in 2021
Here is a list of customer engagement platforms:
- BOLD360
What is it best for? –Live chat, Omni-channel engagement, Mobile Engagement.
- Astute Solutions
What is it best for? – Better data entry, In-content guidance, Natural language processing.
- Avaya
What is it best for? – Actionable insights, Omni-channel assisted & automated experience.
- Live Person
What is it best for? – Reporting, Analytics, Web & Mobile messaging & customer care professionals.
Conclusion
WalkMe, Pega, RedPointVivocha, Doxim, EudataMagnetrix are some of the top customer engagement platforms you can consider using for better client communication.
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