How to Choose a Customer Engagement Platform For Your Business

Having a solid customer engagement platform is critical for any business that wants to provide excellent customer service and support.  There are many customer engagement platforms on the market, but not all of them are created equal. To find the right platform for your business, you'll need to consider your customer base, your customer communication needs, and your budget.

What is a Customer Engagement Platform (CEP)?

A customer engagement platform is a software solution that helps businesses manage customer interactions and communications. It typically includes features such as customer relationship management (CRM), customer service and support, omnichannel customer communication management (CCM), and analytics.

There are also CPaaS CEPs that provide a set of tools and APIs that allow businesses to build custom CEP solutions. CPaaS is often used by developers who want to create customer engagement applications that are integrated with other business systems.

Why Do Businesses Need a CEP?

Any business that has any degree of customer interaction can benefit from a customer engagement platform. Businesses need a CEP to manage customer interactions, communications, and relationships effectively or risk losing customer loyalty and business.

Here are just a few examples of problems that a customer engagement platform can solve:

- Customer Support Automation: With an automation-supported customer engagement platform businesses can automate customer support processes such as ticketing, case management, and knowledge management. This can free up customer support agents to provide more personalized assistance to customers.

- Campaign Management: With a CEP, businesses can create and manage customer communication campaigns from a single tool. This includes creating customer segments, crafting messages, and managing customer opt-outs and unsubscribes.

- Conversational Sales and Marketing: Through the use of chatbots and other conversational AI, businesses can engage with customers in a more natural way to provide customer support, sell products and services, and gather customer feedback.

- Unified Customer Data:  A customer engagement platform can unify customer data from different channels and systems into a single customer profile. This gives businesses a 360-degree view of the customer, which is essential for providing personalized customer service.

- Integration of all Channels: A customer engagement platform can help businesses unify customer communications across all channels (e.g., phone, email, chat, social media) into a single platform. This way, businesses can ensure that customer interaction are consistent regardless of the channel used.

Finding a Customer Engagement Solution That Suits Your Business

Now that you know why your business needs a CEP, it's time to find a customer engagement solution that fits your business's specific needs. Look for features that support your customer communication goals and objectives for the short-term and the long-term such as customer segmentation, customer profile management, customer preferences management, customer journey management, and so on.

Analytical and insight capabilities are an important part of any customer engagement solution. The ability to track customer engagement metrics, customer behavior, and customer sentiment will help you fine-tune your strategy.

It's also important to find a CEP tailored to your particular industry. Not all customer engagement platforms are created equal. Some platforms focus on specific industries while others are more general in their approach.

Other CEPs, such as Unifonic, provide a customer engagement solution that is flexible enough to meet the needs of businesses across industries. Unifonic's customer engagement platform is used by businesses in a wide range of industries, including retail, banking and finance, healthcare, education, and more with ready-to-use customer engagement solutions for each industry.

Stop Chasing Customers and Start Engaging Them

The search for a platform that helps you achieve customer engagement perfection doesn't have to be a never-ending journey.

Unifonic provides an engagement platform that allows you to do just that. Our platform helps you build personalized interactions over any channel, so you can keep your customers happy and coming back for more.

With our platform, you can easily create one-to-one conversations with your customers no matter where they are or what device they’re using. We make it easy for you to connect with them on their terms, so you can provide the best possible customer experience every time.

Speak to an expert today and learn more about how our customer engagement platform can help you achieve customer engagement perfection.