Customer Engagement Platforms

What Is a Customer Engagement Platform?

Today, customers engage with companies through multiple channels: social media, live chat, messaging apps, email, phone, and more. That behavior is pushing businesses to adopt an omnichannel strategy when it comes to customer engagement. Doing so ensures that companies offer personalized and high-quality experience regardless of the channel customers use to communicate with brands.

However, adopting that omnichannel approach can be quite challenging, mainly because customer engagement varies depending on the platform customers use. Fortunately, companies can use customer engagement platforms to simplify the process. A customer engagement platform is software that aids in managing, analyzing, and optimizing the connections with customers across different channels.

A customer engagement platform allows companies to centralize their customer data in a single place and lets them deliver highly personalized experiences based on different variables like the customer’s device, their purchasing story, their social media activity, or the message on a support ticket.

Why Does Your Business Need a Sales Engagement Platform?

There’s a specific type of customer engagement platform that allows companies to sophisticate the way they sell their products and services with an omnichannel approach: sales engagement platforms. Through them, sales teams can better connect with clients, leads, and prospects.

What you can do with a sales engagement platform includes:

Research prospects
Track data from clients, leads, and prospects
Reach people interested in your products or services through their preferred channels
Set meetings
Automate sales-related communications
Streamline your sales process

That’s precisely why your business needs a sales engagement platform: because you can adopt a more straightforward and scalable approach to the way your company sells your products and services. Besides, these platforms allow you to ditch manual selling methods in favor of an automated, data-driven approach that can boost your sales and increase your revenue.

Different Customer Engagement Solutions for Your Company

Though customer engagement platforms tend to combine features to cover all the possible channels for communicating with your clients, the reality is that they might be too huge for what you need for your business. That’s why it’s important for you to know that there are multiple customer engagement solutions available that are simpler and have a narrower scope.

The most notorious include the following:

Email and messaging solutions
Chatbots
Interactive video applications
Self-service portals
Print-to-digital tools
Digital archiving platforms

Ideally, you’d adopt all these digital engagement platforms to cover all the possible channels through which your prospects, leads, and clients can reach you. However, your business might not need all of them, which is why it’s important for you to understand your audience and their engagement habits to identify which of these solutions is best suited to your organization.

That’s not all. You should also think about whether an off-the-shelf solution will be enough to cover your business requirements or if you’ll need a more customized platform. The former is a good alternative for smaller companies that have a rather straightforward customer engagement process. A customized customer engagement solution is the better fit for larger organizations, as it can better fit tailor-made processes and provide more personalized features.

BairesDev Customer Engagement Software Development Process

BairesDev can work with you to help you build your own customized customer engagement solution and boost your customer experience across the board. Our engineering teams have decades of combined experience and in-depth knowledge of customer engagement platforms, so it doesn’t matter what kind of application you have in mind: We can build it with you and deliver it in a timely manner.

That’s possible thanks to our tried-and-true Customer Engagement Software Development process, which consists of the following steps:

Assessment

We first meet with you to understand your needs, objectives, and requirements. We also analyze your audience and start defining what’s the best approach for the customer engagement platform project.
Planning

After gathering all the information we need from you, we start devising a plan for your customer engagement software. Here, we select the best approach and methodology, define the roadmap, establish deadlines, and agree with you on how we’ll collaborate on the project.
Development

Once we get your approval for the development plan, our engineers will start working on the platform. We’ll strictly follow our roadmap, offering you multiple feedback instances so you can check our progress and provide your opinion on the work we do.
Launch

After completing and testing the essential features of your platform, we integrate it with your digital infrastructure. Here, we make sure that everything works as expected, fixing potential issues that might arise and tweaking different aspects of the application to offer a better user experience.
Support and maintenance

We can provide you with further support for your customer engagement platform, offering updates and upgrades and monitoring all features to ensure maximum performance.

Let’s Start Your Project Today!

A customer engagement platform can help you redefine your entire customer experience and help you better understand your target audience. What’s more, these solutions can help you provide a timely support service, increase your sales, and cement your reputation as a customer-centric brand.

Having a customer engagement platform offers too many benefits for you to keep ignoring it. Reach out to BairesDev and let’s discuss your project!