Basis of Customer Engagement
Your customer becomes engage with your brand, the moment they feel enhanced, enriched with that association in their life. Real engagement happens when a customer begins to have an emotional connection to the brand, instead of merely viewing their relationship as a product or service transaction. Forward-thinking brands are shifting from thinking of customers only as people who buy their products, and instead as valuable relationships that require long-term nurturing.
Today’s consumers engage with brands in many different places and ways. Customers expect the conversation that begins in one place to carry over to the next interaction. Organizations focusing on customer engagement must have a holistic omni-channel strategy – which means providing consistent experiences across all offline and online channels. And therefore, customer engagement has become a critical part of digital initiative for any business for their next growth strategies.
Why business is spending on Customer Engagement: It’s easier and less costly to sell to an existing customer than to attract a new customer. To gain loyalty and commitment, an organization must deliver value throughout the customer journey — which starts with engaging a customer. At the selling point, visibility / access to the past service history is very important for that business house to keep that very particular customer engaged.
- This is critical and important to understand the legacy and historical customer data. We offer an integrated platform to bring out contextual service data for your customer.
- Secondly, this composite sales and service data helps your management to run next promo/campaign for that/set of customer(s).
Similarly, a new customer comes with a lot of digital footprint. Knowing the chronology of wide range of multi-channel (Web / Social media / direct visit etc.) engagement with that customer is critical for your business. Maybe, that data gives you a perspective about that new customer, which is a massive experience for the customer. That small marginal differentiator can be the game changer for selecting your brand over your competitors. Alternately, disengaged customers can mean much more than lost revenue for companies. Disengaged customers can detract from your brand and cause you to lose other potential and existing customers. Unlike engaged customers who offer positive recommendations, disengaged customers often criticize your brand. The good news is that increasing or improving your engagement activities can often help you win back
- An agile customer engagement platform can bring 30% more meaningful data for any first sell with any new customer.
- Our simple mobile application also allows the customer to pick and choose the different payment and delivery model.
- There is no data flow instantly from prescription generation to the Path-Lab or any other relevant departments.
- Low-cost cross-device platform is designed with no license fees and very easy to own model.
We design a simple Customer Engagement model for your business: It’s easier and less costly to sell to an existing customer than to attract a new customer. To gain loyalty and commitment, an organization must deliver value throughout the customer journey — which starts with engaging a customer. At the selling point, visibility / access to the past service history is very important for that business house to keep that very particular customer engaged.
- EXPERIENCE ENGAGEMENT PLATFORM
- SERVICE ENGAGEMENT PLATFORM
- ANALYTICS ENGAGEMENT PLATFORM
EXPERIENCE ENGAGEMENT PLATFORM
The following business challenges are critical for any small and mid-size business. We address these functions with our offerings …
- Managing complex B2B process & transaction – Give account managers intuitive, rights-based tools to manage accounts and related cost centers, contracts, and budgets. Provide customers with self-service capabilities to decrease administrativeoverhead and enhance customer service.
- Integrating multiple channels, business models and markets. Reduce the complexity of supporting multiple business models (including B2B2C), channels and markets. Manage the extended ecosystem of suppliers, distributors, and partners on a single platform.
- Managing and using complete, fine-grained product content. Consolidate product content on a single platform to ensure uniform messaging across all channels, and to proactively address individual customer product requests.
- Delivering a retail-like shopping experience. Exceed customer expectations with B2C-caliber usability, personalization, and functionality.
- Streamlining order processing and fulfilment. Control operations costs and ensure customer satisfaction by consolidating and automating order processing.
Key Benefits:
Support multiple business models and synchronize all channels and markets.
Provide a centralized platform for all trading partners.
Deliver personalized online experiences, content, and navigation
Provide customized catalogues, prices and offers
Streamline order management and fulfilment
Simplify data exchange with external systems
Improve product margins through lower customer acquisition costs and increased revenue
SERVICE ENGAGEMENT PLATFORM
We offer a simple service model for your small and mid-size business environment. Starting a simple digital transformation around service aspect can be done in the mentioned steps …
- Service platform creation with a basic contact center. With this contact center, you can log every customer engagement on service perspective. This mode of contact center can be voice and data both.
- You can have a complete log of any customer engagement. Every service call will have a unique ticket number with chronological events log. Even after closing a service call, same customer can again come with the same issue and this time, old reference call ticket can be re-opened with a relevant note.
- Date-stamp, event location, and service agent’s details will be there in the system. In case your business has outsourcing model for the services, you can still get into the details of every service ticket. Your outsourced service agent can use this same software with your permission and same instance.
- While closing a service call ticket, you can push that engagement pattern to the relevant stakeholder such as customer retention team, promo-offer team etc. Every service ticket creates a visual dashboard of the service experience after the case is closed.
Key Benefits:
Easier communication with colleagues and customers.
Increase sales and conversions
Provide support 24/7
Automatically route inquiries to the right specialist
Easily track and view support tickets
Support your customers in any channel
ANALYTICS ENGAGEMENT PLATFORM
Our powerful backend analytics engine will anyway generate millions of meaningful analytical data for your customer base. Few features are …
- Customer data based on their behaviour pattern on social media, age, group etc. in a graphical interface.
- Customer’s response time with your promotional offers, loyalty program etc. will be in a separate dashboard for your future investment decisions.
- Automatic analytical suggestions for tagging a customer with specific set of your product / service in future.
- While closing a service call ticket, you can push that engagement pattern to the relevant stakeholder such as customer retention team, promo-offer team etc. Every service ticket creates a visual dashboard of the service experience after the case is closed.
Key Benefits:
Any data insight for a single/group of customers can easily be segmented, classified, and designed for contextual promo
Without spending any extra money, you can own digital marketing input records
Today’s analytics insight can give you tomorrow’s advantage while choosing digital marketing platform