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Utilize a customer engagement platform
A customer engagement software is software that manages customer communications through a variety of channels such as web chat, email, or social media. Customer engagement platform usually includes features that support multi-channel communication, CRM systems, reporting, marketing personalization, and customer self-service. The main business benefit of using customer engagement software is increased revenue, ROI, and customer satisfaction.
Invest in a customer engagement software
Customer engagement software is used to create and retain positive relationships with your customers. If you consistently provide a pleasant customer experience for your clients, they are statistically more likely to become loyal to your brand. In fact, 96% of customers say customer service is important in their choice of loyalty to a brand. Robust and reliable help desk support software allows you to stay consistent in your client interactions no matter the size of your business or customer base.
Having loyal customers has its perks — they are four times more likely to support your business through brand advocacy which includes reviews as well as word of mouth recommendations. As loyal customers become invested in your brand, they’re five times more likely to purchase from you again. That’s why it’s important to constantly strive to improve your customer service. According to Forbes, 84% of companies that work to improve their customer experience report an increase in their revenue.
Main features
There are plenty of customer engagement software vendors on the market, and it can be hard to distinguish which software is the best and which features are essential. For your convenience, we’ve compiled a list of customer engagement software main features. Customer engagement software providers should include the following in their core packages: multichannel customer engagement, automation, gamification, reporting, centralized management, integrations, segmentation, and a built in CRM.
Multi-channel engagement
The right customer engagement software for business should give you the ability to communicate with your customers through multiple customer-preferred channels such as email, text, voice call, or social media.
Automation
Automation is an essential feature for customer engagement software because it saves tons of time. Automation rules allow you to execute customer engagement strategies when certain criteria are met. For example, if a customer has purchased a specific product multiple times, they can receive a promotional email when the item is restocked or on sale.
Gamification
A customer engagement software should be beneficial for your customers and staff alike. A gamification feature is a fun way to reward agents and promote healthy competition amongst teams and individuals. Boost productivity by giving out reward badges and gaining level ups.
Reporting
A proactive customer engagement software should provide a fully-featured analytics package that gives you powerful analysis and reporting tools.
Centralized management
A centralized management system allows you to view and manage all your customer data and communication from one dashboard. Regardless of which channel you receive a customer query from, it will all arrive in one universal inbox which can be accessed by your whole customer support team.
Integrations
A customer engagement software should be able to integrate with third-party apps that you already use for day to day business activities. Third-party app integrations can include POS systems, e-commerce systems, and social media.
Segmentation
Customer segmentation is an important feature because it allows you to segment your customers according to your collected data. By utilizing segmentation, you can easily target certain groups of customers and personalize the content you provide to them.
CRM
A great customer engagement software should include a built in CRM because it allows you to manage all necessary customer data from contact information to previous orders and tickets.
Customer knowledge base
Customer knowledge bases are a great asset to any customer engagement software. They enable customers to quickly find answers they need without having to contact you directly. A customer knowledge base is an asset for your customers and agents alike. Knowledge bases reduce customer wait times, the workload of your agents, as well as the time spent on resolving tickets.
LiveAgent's customer engagement platform got it all
LiveAgent is a fully-featured customer engagement software that allows you to focus on fostering customer relationships. LiveAgent offers a:
Universal Inbox
A universal inbox helps you organize customer queries across multiple channels, and allows you to respond to them quickly.
Gamification Features
Gamification features that you can use to reward and incentivize your hard-working customer service staff.
Reporting System
Powerful reporting systems that allow you to see how well you are communicating with your customers at a glance.
Try LiveAgent today
If you are looking for the top engagement software out there at the moment, give LiveAgent a try. LiveAgent is the most reviewed and #1 rated help desk software for SMB in 2020. We offer a free customer engagement software trial which lasts you 14 days. No credit card required. Keep your customers happy and engaged with LiveAgent.
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My Favorite Customer Service Tip
To improve marketing, speak to customers in a friendly and relatable tone, use casual subject lines, and provide excellent support and easy navigation on your website.+
5 ways customer service representatives are more than just employees to your business
Good customer service is crucial for business success. It retains customers, boosts sales, and strengthens brand image. Invest in your customer service team, provide them with the right communication tools, and reward their efforts. They can also act as social media managers to engage with customers effectively.
5 customer service skills that will make you stand out
Train teams in customer experience communication to improve sales and service. Good customer service requires responsiveness, competence, and consistency. Invest in customer loyalty for increased profit. SOPs and flowcharts can standardize customer service processes.
The power of video in the field of customer service
Incorporating online videos into customer service enhances communication, explains complex topics, adds a human touch, reduces call center burden, and improves customer experience for greater retention and loyalty. Videos can be personalized, interactive, and provide valuable resources. The use of video is a cost-effective and impactful strategy for businesses.
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