Customer Engagement Platform

This includes access to customer communications and behavior insights.

This allows you to easily keep track of all touchpoints with every customer, reducing missed opportunities and ensuring that every interaction is handled in a consistent manner.

You can track data points, such as: which channels customers use to interact with your business; how often they reach out; and what types of issues they have. Businesses can also gain valuable insights into where customers are getting stuck and what needs to be improved.

It assists in managing customer interactions and data. It enables businesses to unify their customer communications, get insights into customer behavior, and automate customer processes.

How? Through encryption of all data in transit and at rest, as well as two-factor authentication to protect customer accounts.

Through a combination of machine learning and Natural Language Processing (NLP), businesses can automate customer processes and create a hyper-personalized customer experience.

According to Gallup, increasing customer engagement boosts customer loyalty by 25%. A customer engagement platform can help businesses improve customer retention by providing the tools necessary to manage customer relationships most effectively.

How might this make a difference? Organizations that invest heavily in AI-CEP will have the advantage of driving even further engagement than only 25%. For example, Gartner predicts that by 2030 nearly 80% of financial institutions will be out of business and or irrelevant. Furthermore, McKinsey states that more than $1 trillion dollars are being invested in AI by financial institutions alone. If this is just one example of how organizations are investing in AI, what might this look like across multiple other industries?

Additionally, amidst the ongoing shift to a cookieless internet, businesses now must rely on their own data to understand consumers. Customer engagement platforms allow businesses to generate first-party customer behavior, without relying on third-party cookies. This allows them to create real-time customer profiles, and nurture loyalty over time.

A customer engagement platform can help businesses increase sales by providing them with the tools they need to manage customer interactions effectively. According to Gallup, businesses who increase their customer engagement efforts see 66% higher sales growth and a 10% increase in net profit.

By providing insights into customer behavior and providing valuable information about how customers interact with a brand, businesses can drive performance by establishing which strategies do and don’t create engagement. They can identify areas where they can improve their customer experience and marketing strategies.

Customer engagement platforms automate customer-facing processes and provide a self-service option for customers. This helps businesses reduce the need for customer service agents and increase efficiency via virtual assistants.

A customer engagement platform can also automate many of the processes involved in managing customer interactions, such as lead capture, follow-up, and data entry. This helps businesses save even more time and staff resources.