Customer Engagement Platform: An Ultimate Overview


Choosing a customer engagement platform that helps ongoing, cross-channel customer engagement is not only pleasant any longer: It is a need. Can you find an answer that is custom-fitted to your particular business needs, empowers you to convey meaningful encounters, and fits flawlessly into your current tech stack? Not all that simple. 

Around 96% of clients say that incredible help is crucial for their steadfastness for a brand. Unfortunately, the more clients you have, the more you need to monitor their likes, dislikes, and preferences. That is the reason programming tools exist to help teams in controlling significant interactions. 

Client Relationship Management (CRM) platform and Customer Engagement Management platform (CEM) are two solutions that are intended to help better customer experiences. However, there are yet numerous expert business leaders who cannot isolate the two.

What is customer engagement?

With a CEM or Customer Engagement Management platform, organizations use customer engagement technology to create experiences that increase client dedication, fulfillment, and advocacy. CEM enforces you to become more acquainted with your clients by gathering information from each touchpoint. That way, it would decide how you can utilize that information to make your customers’ experiences more viable. 

What is customer engagement?

Some customer engagement platforms accompany customer engagement software that automated communications across different systems and complete information from various customer engagement tools to benefit a business. Customer engagement management tools imply the promoting and outreach groups who look for approaches to “engage” clients with customized deals, individual messages, and targeted clients. While CRM tools center around all the more vigorously around service, CEM solutions are about brand-building and marketing.

>> Read more: Customer engagement marketing: Ways to create an Excellent strategy

Benefits of customer engagement platform

We know customer engagement tools are helpful because they permit you to take something significant – creating commitment – and improve. In certain cases, for what reason would you need to expand commitment in any case? Here are a couple of reasons: 

  • Shorten the business cycle: Customer engagement platform incorporates giving data proactively and helping your targeted customers decide whether your item or service is an ideal choice for them more rapidly. 
  • Enhance income: Profoundly connected with clients purchase 90% more regularly and pay 60% more per exchange. 
  • Increase client loyalty: Engaging customers in emotional relationships, which blow away simple conditional purchases, helps manufacture stronger ties between them and your business. That is why engaged customers are five times more likely to adhere to a similar brand in the future. 
  • Make brand ambassadors: When clients feel engaged with your brand, they need to make others concerned about it as well, advancing and examining their experience with other potential clients. 
  • Encourage a relationship beyond the interpersonal: If your business depends on the connection between a customer and an employee, this makes a danger when that representative leaves. Completely engaged customers are tied in at a more profound level to the business in general. 
  • Establish brand identity: Customer engagement encourages you to make a brand personality that clients can identify with. Consider Apple, for instance, that has carved out a remarkable image, one of simple sophistication. This resounds with and attracts similar individuals to the brand.
Benefits of customer engagement platform

Essential customer engagement platform

With right customer engagement strategy, you can fabricate stronger relationships with your clients, we gathered a few specific digital customer engagement tools to keep in your arsenal alongside instances of software that make your work simpler.

Social Media Networks

Utilizing social media has become a central piece of being a customer – the Business2Community tracked down that 63% of twenty to thirty-year-old customers utilize online media to keep track of updated branding data. However, online media sites permit you to go far beyond simply communicating news and promotions. Clients can connect with you – and respond – giving the chance to make two-way discussions. 

You can even utilize such channels to construct customer engagement on social media and influence those who desire to share, delivering content that individuals need to comment on and talk about. That way, you can get discussions moving among you and your customers and encourage conversations among clients themselves. 

LinkedIn is regularly a top pick for B2B organizations, while B2C businesses tend towards Facebook, Twitter, and Instagram. Everything comes down to what in particular will perform best for your business. Making things a step further, social media management tools, for example, Hootsuite, permit you to deal with different social media platforms from one concentrated area.

Messaging Platforms

Messaging applications may appear to be outdated to a few, however, they are really an excellent method to communicate with your customers. For instance, an Internet Retailers questionnaire showed that 83% of SMS messages are opened within 90 seconds. That speed of engagement is difficult to ignore. Furthermore, in light of the fact that most messaging applications are attached to a mobile device, they give a direct line directly into your client’s pocket. 

Obviously, there is an entire host of messaging platforms more complex than SMS. For instance, platforms like WhatsApp permit media advertising through pictures, audio records, and short video clips of your products. 

Also, it is not tied in with marketing. These platforms can even give customer support, empowering support teams to address inquiries with rich, logically relevant messages. In a Facebook research, 53% of respondents said they are bound to purchase from a business that gives customer service by means of visit on WhatsApp or Facebook Messenger than one that does not.

Essential customer engagement platform - Messaging Platforms

Customer questionnaires

Surveys offer you the chance to reveal insight into what your clients think. This is helpful on two levels. First, surveying clients makes a commitment by showing you listen to and esteem their opinion. Secondly, given you act on the data you gather, client research helps you improve customer experience to make your brand more engaging. 

A thoroughly examined customer survey methodology not just gives you a thought of how satisfied customers are with your brand, it discloses to you how they feel about specific touchpoints within their customer journey as well. Did a customer sit down to talk with your client service? Send them a short survey. Finished the onboarding process? Send another survey. Utilizing CSAT reviews like this makes a granular comprehension of which specific areas are working (or not), furnishing you with the bits of knowledge expected to engage clients better. 

Utilizing reputable companies, for example, SurveyMonkey, makes the process much more manageable, as well. They have ready-made software to accumulate the information you need in the most precise and productive manner possible, so you can avoid the issue of building the entire interaction without any preparation. If you have the budget plan and the need, you can even attempt other advanced software, as Delighted, for NPS and other surveys.

Essential customer engagement platform - Customer questionnaires

Live message

Imagine you are a client walking around a store. You are confused; you have questions. However, there is nobody there to help you. You possibly would not feel exceptionally connected with.

The issue is that navigating online can sometimes feel like. Also, that is the place where live chat comes in. With this customer engagement tool set up, you can contact clients proactively and say ‘How might I help you?’, making a two-way dialogue where it did not exist previously. Clients also relax because of realizing they can generally connect with you. 

Live chat is a substantial efficient device, as well. No more thumb-twiddling for clients while waiting ages to break through to the feared contact focus and address a specialist. This sort of immediacy is critical to keeping up interest and keeping your clients onside.

Website analytics

Your website might be most important in your digital presence and central to engaging with your customers. Guaranteeing it is optimized to give customers what they require and engage them is essential. 

Website analytics assist you with doing that – telling you how individuals are interfacing with your site. You can follow an entire host of measurements like time on page, standard meeting term, skip rate, and then some (for example, heatmaps) that show what is catching the guests’ attention and what is not. With this information, you have every one of the fixings you need to make positive improvements to your website and content. 

Google Analytics appears to be practically pervasive nowadays (helped by having a free contribution), so it is presumably the analytics tool you are destined to be acquainted with. Different tools, such as Adobe Analytics and Kissmetrics, offer an incredible way to increase commitment.

Essential customer engagement platform - Website analytics


In our fast-paced world, clients need the ability to pick when they engage with your business. Chatbots fill the gap when there is no human staff around and guarantee the terrifically significant two-way dialogue happens. Giving this constant help, and replying to up to 80 percent of routine questions, truly helps keep customers locally available. Businesses save money on customer service costs by accelerating reaction times, opening up agents for more challenging work. 

Chatbots can connect with your clients in various manners. A portion of the more intelligent chatbots can even go about as remote helpers, offering customized shopping advice dependent on preferences. Others keep clients engaged through fun discussion. As AI capacities improve, it will soon be hard for buyers to advise whether they are speaking to a piece of software or a genuine human. 

Like IBM Watson or Acquire, Chatbot providers offer chatbots that are customizable to your needs and can gain from the information they get to become considerably more fit for connecting with clients over the long run.

Video Calls

There could be no more effective method to engage customers than making their experience as customized as possible. Video calling technology offers the nearest equivalent to face-to-face communication online. With video, you can encourage ongoing human interaction. 

Video call technology makes way for various methods of engaging customers. Choices, for example, virtual visits and item demonstrations, help to make one-of-a-kind customized experiences. What’s more, they work as well; 57% of clients feel more certain about purchasing by watching an item demo. 

With the COVID-19 pandemic, video has gotten integral to client commitment strategies, particularly for businesses, like furniture, that customarily depend on the in-store experience.


Despite being old-fashioned, there is no moving away from it. The email has a colossal role to play in customer engagement. 62% of customers need to speak with businesses through customer engagement emails for customer service. 

Email is likewise an excellent way to contact your customers and become a potent engagement tool when joined with personalization. Email personalization could go from just remembering your client’s name for the title to giving email content dependent on individual preferences. 

Tools, for example, Mailchimp and HubSpot, can help you make engaging, powerful email content that causes the client to feel like they are genuinely being addressed on an individual basis.

Essential customer engagement platform - Email

Knowledge base

Encouraging engagement can frequently be tied in with giving customers methods of encouraging themselves when required. Indeed, 67% of clients favor self-administration over addressing a company representative. Self-administration is the absolute first degree of administration your customers will go through, and accordingly, is an imperative piece of the mission for engagement. 

A carefully designed information base goes about as an online library where data is gathered, coordinated, and kept effectively available. It is intended to give reports, aides, FAQs, and that is just the beginning, assisting clients with learning items and administrations. Adding feedback usefulness, as the capacity to rate the article’s supportiveness, is a particular fire approach to build customer engagement. 

Solutions like Acquire, or the free offering from WordPress, help you ensure clients find the answers they need. With Acquire, you can even incorporate information base articles into a live chat and have chatbots auto-recommend information base articles dependent on the questions they get asked.

Final thought

Whatever business you are in, one thing is without a doubt: engagement is your key to success. Fortunately, customer engagement tools are more available, more reasonable, and simpler to execute than they have at any point been previously. Getting on board with the trend does not mean bankrupting yourself or returning to the starting point – it implies just better customer relationships. 

In this way, get yourself tooled up and get out there. It is an ideal opportunity to overwhelm the customer engagement world.

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