Customer engagement platform is method of outreach from an organization to a customer. A customer can contact enterprise at any point in time from over any platform. Choice of platform depends upon the ease of connectivity and speed of solution delivered. Better customer experience is a consequence of effective customer engagement.
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A customer kept fully engaged with organization can individually generate over 23% additional business for firm. Customer engagement software plays a crucial role in every step of customer life cycle. They collect feedbacks, read patterns, and analyze them to formulate strategies to deliver better in terms of KPIs.
Highly aware and informed decisions are central requirement for every organization. Concept of big data is gaining prominence; firms must be ahead of time in adopting better technical solutions for being capable of rendering better assistance. With global digital age improving, each customer must be served honestly with the best. Online communities have made discussions easier thus customers are now best critics to organizations. A good customer engagement platform helps use this in achieving a long lasting loyalty and goodwill value testimony publically.
With customer engagement software deployed, you reach out to your customers when you have news to share, and also when they have a problem that needs to be resolved. A complete 360° approach prevents any customers from feeling left out. As these platforms are completely wrapped around feedback analysis and regular reports, they are more statistical in nature creating a higher trust value. Engagement does not mean hallucination; it is rather a real time interaction via digital channels, human contact, or AI assistance.
With a good knowledge management system, it is very easy to disseminate consistent knowledge and cover all possible customer touch-points thus being available round the clock. Such personalized experience helps customers to further get engaged with your organization. A customer is most vulnerable when in trouble. Not only does proper solution matter, but it is also dependent on who becomes visible first. A competitor can always provide them with better deal and forever take them away. Keep your knowledge base updated, intuitive, crisp, and digitally visible especially in times of need with Knowmax.
A good customer engagement platform is not just technically sound but materialistically strong as well. With proper knowledge being circulated, customers are always kept aware of recent policies and schemes. The consistency, cloud accessibility, and pervasive circulation of knowledge through customer engagement software further puts hosts in a position of advantage. All of this can only be possible if correct knowledge binds not just customers with organizations but helps in inter-departmental activities too.
Marketing today has no fixed definition and course of action pertaining to the fact that there is no rule to bind consumers’ choices and preferences. Marketing teams require a customer experience platform to automate customer relations activities, plan, test, and launch campaigns.
Sales teams are required to not just keep a track of existing customers but also reach out to new sectors in market. Customer engagement software helps sales teams have automated tracking, filtered data, regular reports, and analysis inferred. This helps them gain more knowledge about each section of customers and reach out to them in a more professionally informed manner.
By integrating Knowmax with our support channels, we’ve successfully handled over 3.7mn transactions via chatbots, along with improving knowledge access for over 120 agents.
We’re now delivering seamless customer service to over 2mn users. Knowmax helped us use our knowledge effectively, and we witnessed 28% higher CSAT and 12% increase in FCR.
Exactly what we needed!! Completely understood our problem and provided a service that complemented our business perfectly.
Our T&Q and KM team uses Knowmax to enhance agent learning, reduce errors & shorten AHT. Picture guides make it easy for our support teams and customers to solve even complex issues quickly and efficiently.
I mapped an agent’s journey from new hire to the production floor, and showed how Knowmax reduces their learning curve. Our clients loved it.
Building a customer engagement platform starts with reading the psyche of existing and potential customers. Procuring raw data as surveys or secondary and tertiary data might help but the amount of hard work that goes in cannot be justified as against outputs received. Establishing consumers in position of ultimate authority and matching their expectations is yet another challenge. It is essential to have your visitors’ concentration while narrating your role in adding values to their lives. Simplicity is good but one must also know where to step out of the line in order to catch eye balls. On some levels, your suggestion must come out as order and your CTAs must sound like the best advice to drive conversions.
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