Why You Need A Unified Customer Engagement Platform
Developing a coherent customer engagement strategy is critical to the success of any business. By engaging with customers, you create loyalty and customer retention rates that help your business thrive, even during tough times. The main ingredient in customer engagement is, of course, communication.
To keep customers coming back, you need to communicate with them in a way that’s efficient, effective, authentic, and personal. However, not all of your customers will be using the same method of communication. Some will want to engage through social media, while others will prefer email or live chat. This can cause customer engagement to quickly become a tangled mess of different communication platforms, back-end software, and service agents which can lead to frustration and a deterioration of the customer-business relationship.
That’s why you need a customer engagement platform.
What Is a Customer Engagement Platform?
A customer engagement platform is a tool that helps you manage customer engagement by providing a unified inbox for all customer communication channels. This way, you can view and respond to all customer inquiries in one place.
For example, one customer may report an issue through your call center and if they do not get an immediate or satisfactory response, they could take to social media to register a complaint. With a customer engagement platform in place, you would be able to see the customer’s initial complaint in the call center, as well as their follow-up on social media. This allows the issue to be compartmentalized and dealt with promptly, rather than being lost in the mix.
To streamline customer engagement, you need a customer engagement platform that integrates with all of your customer communication channels so you can have a complete view of the customer journey and address issues as they arise. Assigning unique IDs to customer profiles allows you to keep track of customer issues even if they switch communication channels.
The Benefits of a Unified Customer Engagement Platform
Increased Customer Satisfaction
By responding to customer inquiries in a timely and effective manner, you can increase customer satisfaction rates. A customer engagement solution will help you do this by giving you a complete view of customer interactions, as well as the ability to address issues quickly.
Having all of your customer communication in one place makes it easy to view customer issues and quickly address them for duplicate case resolution. This way, you can avoid customer frustration and ultimately increase customer satisfaction rates.
Maintain a Consistent Tone of Messaging
It’s important to maintain a consistent tone across all customer channels. With a customer engagement platform, you can create message templates that can be used across all channels. This ensures that your customer-facing messaging is using a consistent voice no matter how or where customers reach out to you.
Ensure Appropriate Staffing
Keep your customer support agents from being overloaded by customer inquiries. Having an effective customer engagement platform in place allows you to see customer communication patterns and resource your customer support team accordingly.
Build Loyalty With a Solid Customer Engagement Solution
Overall, when customers are happy with your customer engagement solution, they are more likely to be loyal. A customer engagement solution that provides your customers with a reliable, two-way communications channel into your business channel and consistently provides them with a positive customer experience will help you build customer loyalty and keep your customer base coming back for more.
If you're not sure where to start, Unifonic provides customer engagement platforms that help you manage customer communication and increase customer satisfaction rates.
Our customer engagement solution is easy to use and can be customized to fit the specific needs of your business. Contact us today to learn more about how we can help you streamline customer engagement and improve customer satisfaction.