Customer Engagement
We help you deliver a Personalized, omni- and multi-channel customer experience.
What is an omni- / multi-channel customer engagement platform?
A customer engagement solution is simply a platform that you use to interact with your customers. Common examples include Help desk, call centres, online chat-bots, online surveys, etc.
Obviously, you can reach out customers over a variety of channels such as phone, email, SMS/Text, web, etc. Research shows that most effective engagement happens on the channel that is chosen and preferred by your customers. Not every customer will have the same preference, nor should you aim to deliver a ‘one-size fits-all’ solution when it comes to engaging with your customers.. After all, each customer is unqiue and will therefore appreciate personalized contact points.
Multi-channel versus Omni-channel simply represents how connected your communication channels are with one another. Multichannel communication means that a company’s customers can reach out to the business via multiple channels and vice versa. This is very similar to omni-channel (which literally means ‘all’ channels). The major difference is that in a multi-channel communication platform, each channel is treated in isolation and works on its own. There is no inherent coordination between these channels. Omni-channel on the other hand is customer-centric and ensures that all channels are unified and integrated.
Example
A customer’s query might come through your business’s website say through the online chat option. After their chat, they might later call the customer services centre. In an omni-channel engagement platform, your customer service agent will have access to the customer’s prior interactions with the business and therefore can deliver a seamless experience, picking up from where they had left.
Companies with the strongest omnichannel engagement strategies retain an average of 89% of their customers, compared to 33% for companies with weak omnichannel strategies. (source)
Personalized Customer Engagement for your business
We deliver bespoke omni-channel, personalized customer engagement solutions
Cloud-based Communication Platform
Reach your customers using the channel they prefer. We support multiple channels (voice, text, social, email) to deliver an omni-channel experience for your outbound and inbound contact needs.
Empowerment through enriched data
Integrate your CRM, Marketing, Billing, and other SaaS applications through data pipelines. Enable agents and marketers to have all the context they need around your customers to deliver a fully tailored experience.
Personalized Experiences & Journeys
Know your customers like a friend. We specialize in advance features like customer recognition, preferred agent, personalized call flow and smart skill-based routing based on your customer's preferences.
Machine Learning and Intelligence
We build AI-powered features such as chat bots, auto call transcription and translation, live sentiment detection along with natural language understanding works as a force-multiplier for your contact center.
Launch in days, not weeks or months
We build hassle-free and budget-friendly cloud-based communication platform using best-of-breed technology providers such as Amazon Web Services (AWS) and Twilio with time to launch in days (versus months).
Agent and Supervisor Dashboards
We deliver bespoke, interactive and information-rich web-based dashboard, control panels and customized screens to manage all aspects of your contact center and agent experience.
Some of our technology providers
