What Makes A Good Customer Engagement Platform?
Customer engagement platforms (CEP) are growing in popularity because they allow companies to connect directly with customers through social media channels, chatbots, and interactive experiences. But how exactly does a CEP differ from customer relationship management (CRM)? And how do you know whether or not a CEP is right for your company?
Integration with CRM systems: One of the biggest benefits of integrating a CEP into your business processes is its ability to streamline communication with customers. As a result, you won’t have to rely solely on traditional methods such as cold calling or emailing customers. Instead, you can use your CEP to send targeted messages via social media, engage with customers in real time, and provide personalized experiences based on how customers interact with you.
A 360 view of customer data: Many CEPs collect information from customers across various channels – including social media, website comments, and surveys. When combined with detailed analytics, this information provides insight into customer behavior and preferences. This can be extremely valuable for businesses looking to improve their products and services.
Analytics: Data collected by a CEP helps you understand how customers prefer to communicate with your brand. With this knowledge, you can create better campaigns, respond quickly to customer feedback, and increase sales.
Customization: By allowing you to customize communications and experiences with customers, a CEP gives your team more control over the customer journey. You’ll be able to determine when and where to send messages, what kinds of messages to send, and how often.
The key takeaway here is that a CEP doesn’t replace CRM. Rather, it augments it. It provides your business with tools to help you connect with customers and build relationships.
What Is Customer Engagement Platform Software Customer engagement platforms enable organisations to engage with their existing customers and potential customers through text messaging, chat, email, social media, mobile apps, and more.