A customer engagement software is a software that manages customer communications through a variety of channels such as web chat, email or social media. Customer engagement software usually include features that support multi-channel communication, CRM systems, reporting, marketing personalization, and customer self-service. The main business benefit of using a customer engagement software is increased revenue, ROI, and customer satisfaction.
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.
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.
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.
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 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.
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.
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.
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.
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 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 is a fully-featured customer engagement software that allows you to focus on fostering customer relationships. LiveAgent offers a:
A universal inbox helps you organize customer queries across multiple channels, and allows you to respond to them quickly.
An invaluable feature that enables customers to quickly find answers without having to submit tickets.
Gamification features that you can use to reward and incentivize your hard-working customer service staff.
Powerful reporting systems that allow you to see how well you are communicating with your customers at a glance.
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.
LiveAgent makes customer support a million times easier. Our response time is now faster by 26%.
Eva Kianickova, Head of Customer Service
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