How an Engagement Platform Can Improve Customer Experience and Sales Performance

Using an Engagement Platform to automate your multi-channel flows is a key step in improving customer experience and sales performance. Such platforms integrate CRM data into email and other inboxes and surface insights at the right time to improve collaboration and performance. A recent study by Groove found that customers using its platform saw an efficiency boost of 20%.

Customer data platforms

Customer data platforms enable marketers to make more informed decisions about their customers. This includes data related to purchases, engagement with marketing messages, and website and app behavior. With these platforms, marketers can organize and segment data in an infinite number of ways. As a result, they can build more effective campaigns.

Customer data platforms help businesses comply with data privacy regulations. Regulations such as the EU's General Data Protection Regulation require companies to give consumers access to their data and the California Consumer Privacy Act requires companies to delete their consumer data when it is no longer needed. These requirements can be difficult to meet, especially when different consumer data is stored in different systems. By using customer data platforms, companies can ensure they meet these regulations more efficiently.

Customer data platforms are software applications that collect data from multiple tools and integrate it into one unified customer database. This unified customer database can then be used to deliver personalized communications to customers. These platforms can even be used to identify new groups of customers and target them with marketing campaigns.

AI-powered chatbots

AI-powered chatbots on engagement platforms have a number of benefits that can make your customers' lives easier. These chatbots can offer real-time customer support as well as reduce operational costs. Compared to traditional customer support methods, AI-powered chatbots do not require physical infrastructure. They are also capable of providing customized responses based on the type of customer, their location, and their spending patterns.

AI-powered chatbots help companies handle multiple customer inquiries at once. They can answer repetitive questions and handle complex cases automatically. They can also route more complicated queries to human customer service representatives, which saves the latter's time. For example, the restaurant ordering website Zomato has an AI-powered chatbot to answer questions from customers and connect them with real-life agents. This technology helps organizations carry out multiple tasks simultaneously, reducing churn and boosting customer satisfaction.

Telephony suite

With the advent of digital channels, it is important to establish strong customer relationships. But legacy contact center investments aren't built for seamless engagement across digital channels. To deliver frictionless interactions across the entire customer journey, you need an open customer experience platform. This will enable you to focus on innovation, worldwide success, and future proof your business. Genesys Cloud Unified Engagement Suite is designed for omnichannel customer interaction. The platform enables you to manage the entire customer journey as one conversation, providing a wide range of communication channels.

In addition to providing personalized messaging, sales engagement platforms can also help organizations scale automated workflows. This can reduce costs by automating routine tasks and ensuring the highest possible quality of customer experience. They also allow teams to record results and generate better data for continuous improvement.

Automated workflows

Automation can improve employee engagement in many ways. For one thing, it increases efficiency, which is good for the bottom line. Another benefit is that it helps to create a team environment. Workflow automation is a great way to boost employee engagement and improve efficiency. However, it is important to be sure that you're implementing it correctly.

Automated workflows help you eliminate time-consuming manual processes. In addition, they can reduce errors. By automating these tasks, you can cut down on human error and focus on your core competencies. Automated workflows also help you track your business processes and identify areas where improvements are needed. For example, managers can automate one-on-one meetings with their employees. Or they can automate daily standups.

CRM integration

A customer engagement platform is one piece of software that allows companies to manage and track customer interactions. It integrates with multiple engagement tools and acts as a central command center for the entire customer engagement process. It also allows users to create and activate automated workflows to handle various customer interactions. Typically, a CRM integration is required to integrate with an engagement platform.