Customer Engagement Platform
Connect with your customers anytime, anywhere, through any channel and on any device.
What is a customer engagement platform?
Customer engagement platforms, or CEPs, are a type of software that helps to track and improve the customer journey from start to finish. It operates in the background by automating personalised messages across devices and platforms whilst constantly generating data to continually optimise the customer journey.
Businesses use these tools to bring their customer data together in one place to deliver a higher level of personalisation. Some of the facets CEPs use to personalise communications include:
- Social media activity
- Preferred device
- Order history
- Support ticket status
CEPs are yet another way for businesses to enhance personalisation and give their target audiences the bespoke experiences they expect.
Data Collection
Bespoke Integration
Increase in sales
Improved customer experience
What do customer engagement platforms offer to businesses?
Customer engagement platforms change the way businesses interact with their customers on a deeper level. Broad strokes are no longer effective at generating business, which is why firms must address companies at a granular level.
Some of the advantages of CEPs include:
Build Deeper Relationships – The first benefit is building deeper relationships with customers. By giving them exactly what they want, businesses move from service providers into trusted advisory roles, enabling them to better fulfil each individual’s needs.
Deliver Unique Experiences – Customers want and expect unique experiences. Not only do CEPs accomplish that, but they also provide these experiences anywhere at any time.
Unrivalled Personalisation – Large swathes of data generated and acted upon by CEPs allow businesses to provide a new level of personalisation by acting on the facts, not gut feeling.
Build Brand Loyalty – CEPs generate new business and lock in customers to create brand fanatics. By providing a higher standard of service tailored to the individual, your customers become less likely to try out the competition.
Better Targeting – Lower your overall customer acquisition costs by targeting individual pain points. With CEPs, you have the power to orient your product or service according to what prospective leads need at the time.
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Call us on 0345 3620 247
The customer service platform for everyone
One platform to engage them all.
Significantly improve your customers journey and engagement with the Omnichannel platform. Manage interactions effortlessly across any channel, delivering a personalised customer journey. From phone calls and emails to Facebook and Whatsapp messaging – your organisation can communicate with your customers on a platform of their choice.
The customer service software puts the power back in your hands, with multiple channel integration, existing CRM integration, custom layouts, multiple applications and various add-on’s that can be configured to compliment your business model.
Build an unstoppable workforce
The customer engagement platform does not stop there – this powerful technology allows for much more than just communication. Match specific customers with experienced members of staff who have the best knowledge to handle the enquiry, empowering your employees whilst delivering the best possible service.
Managers can monitor wait times and survey scores in real-time with live reporting and forecasting, easily viewing what staff are doing vs their set targets. This solution revolutionises management and motivates employees to meet their targets.
Improve the customer experience
With intelligent routing, inbound enquiries will automatically be sent to the employee they spoke with last, allowing your employees to provide a more personalised approach. The speech analytics feature picks up specific keywords and generates suggested responses that staff can send at the click of a button. This ultimately saves valuable time and keeps your brand aligned.
Our customer service software works around the clock, the 24/7 web-chat communicates on behalf of your organisation out of hours and can schedule a call within business hours which automatically logs in an employees diary.
When your team is working out of hours, they can simply log in to the mobile app and communicate through the main dashboard, guaranteeing every customer interaction is tracked and recorded in your CRM, and mitigating any risk of brand damage by having full visibility of your employees.
What can different industries do with customer engagement systems?
Not every industry will use customer engagement platforms in the same way. These tools must be tailored to your target audience, and their array of features deployed accordingly.
For example, the retail business might use customer data to offer targeted product recommendations or create promotions that individual customers are more likely to respond to based on their search and purchasing history.
In contrast, the healthcare business might improve patient engagement by offering targeted appointment reminders or sending educational content to help them manage their conditions or risk factors.
Meanwhile, businesses in the finance sector could use CEPs to deliver targeted promotions or enhance their loyalty programs by providing targeted offers. Likewise, CEPs even play a role in fraud prevention by using behavioural data to detect suspicious patterns that could indicate an account has been compromised.
There’s no shortage of how engagement platforms can be used to improve the way you do business. As you see, in many industries, they can also be connected with other processes to improve the level of service and care each customer receives.
