The Rise of the Customer Engagement Platform

Nitish Chauhan

23rd Aug'22

As millennials become the world’s largest generation, they are reshaping how companies interact with their customers. They do not want to feel like they are being marketed to; millennials want to feel like they have a relationship with a brand. And it is no secret that this generation is coming into a lot of money soon.

So how can businesses keep up with these changing times? The answer lies in customer engagement platforms, which allow companies to create meaningful relationships with their customers by leveraging technology and data analytics.

In this article, we will look at the customer engagement platform, how it works, and some examples of businesses that have successfully implemented this tool.

 

 

What is a customer engagement platform?

Customer engagement is a term thrown around a lot these days. But what does it mean?

Customer engagement is the act of listening to your customers and responding to them in a way that makes them feel like you understand their needs, makes them feel heard and helps them make informed decisions about where to spend their money.

But this is easier said than done! When you are busy running a business, it can be difficult to take care of all the tasks you need to get done each day. And when you are just starting, there are so many things that need attention—marketing strategies, sales initiatives, customer service requests—the list goes on!

That is why it can be helpful to have a tool at your disposal that manages all of these things for you. A customer engagement platform does just that: it gives business owners a streamlined way to communicate with customers, track their progress through the buying process (and beyond), and keep tabs on their satisfaction levels along the way.

 

The rise of the Customer Engagement Platforms: Why Now?

Customers are no longer satisfied with the traditional methods of customer service. They want to reach out and engage with brands in a way that feels natural and human—and they want it now.

In fact, according to a recent study by The Economist Group, 78% of consumers expect brands to respond within 24 hours when they contact them on social media. That is quite a shift from just five years ago when 58% expected a response within 24 hours.

In addition to speed, they also want responsiveness. 82% of consumers surveyed said they want companies to take action on their requests in real time over the next two years. This means we will see more businesses adopting customer engagement platforms over traditional methods because they are more responsive than ever before—and because customers expect them to be!

The customer engagement platform is a relatively new type of software, but it is quickly gaining popularity among businesses of all sizes. The rise of the customer engagement platform provides businesses with the tools they need to manage customer relationships and interactions. The platform enables them to track and monitor customer behavior, conversations, and feedback across multiple channels. The goal of this platform is to help businesses improve customer satisfaction, loyalty, and retention.

Several factors are driving the rise of the customer engagement platform. First, the rise of social media and the customer-centricity of the online world has created a need for businesses to manage customer relationships and interactions on a more personal level.

Second, businesses are increasingly looking for ways to improve customer satisfaction and loyalty. The customer engagement platform provides businesses with the tools they need to do these things.

Finally, the customer engagement platform is becoming more affordable as the cost of the software and the services required to run it continue to decrease.

 

Companies That Have Successfully Implemented A Customer Engagement Platform

There are a lot of different customer engagement platforms out there, but not all are created equal. To help you narrow down your options, we have compiled a list of companies that have successfully implemented customer engagement platforms.

 

Zappos

Zappos is an online retailer known for its outstanding customer service. The company has been using a customer engagement platform called Bazaarvoice since 2007. Bazaarvoice helps Zappos collect customer reviews and feedback. This information is then used to improve the customer experience. In addition to customer reviews, Bazaarvoice provides Zappos with data that helps the company understand what customers are finding. This data is used to improve the site’s search engine, making it easier for customers to find what they need.

 

Nike

Nike is a global leader in athletic footwear and apparel. The company has been using a customer engagement platform called Salesforce since 2013. Salesforce provides Nike with a way to collect customer data and understand their needs. This information is then used to improve the customer experience. In addition to customer data, Salesforce provides Nike with tools to create custom-tailored marketing campaigns. These campaigns are designed to reach customers where they are most likely to convert.

 

Hilton

Hilton is a leading global hospitality company. The company has been using a customer engagement platform called Orbitz since 2009. Orbitz provides Hilton with a way to collect customer data and understand their needs. This information is then used to improve the customer experience. In addition to customer data, Orbitz also provides Hilton with tools to create custom-tailored marketing campaigns. These campaigns are designed to reach customers where they are most likely to convert. 

 

Apple

Apple is one of the most successful companies in the world, and its customer engagement strategy is a big part of that. Apple has a long history of providing excellent customer service, and its customer engagement platform is a vital part of that. Apple's platform is designed to help its customers get the most out of their products. It offers a variety of features, including live chat, that allow customers to get help when needed. Apple also offers a wide range of educational resources, such as tutorials and tips, to help customers use their products more effectively.

 

Amazon

Amazon is another company that has been successful in building customer engagement. Amazon's customer engagement platform is called Amazon Web Services (AWS). AWS is a cloud-based platform that offers a variety of features to help businesses interact with their customers. It includes a customer forum, where customers can ask questions and get help from other customers. It also offers a customer support chat service, which allows customers to get help from Amazon customer service representatives.

 

Facebook

Facebook is another company that has invested heavily in customer engagement. Facebook's customer engagement platform is called Facebook Pages. A page is a tool that allows businesses to create customized pages on Facebook. Businesses can use Pages to post updates, offer customer support, and promote their products and services. Pages also allow businesses to create ads that target specific audiences. 

 

Google

Google is also not behind in terms of its investment in customer engagement. Google's customer engagement platform is called Google My Business. My Business is a tool that allows businesses to manage their presence on Google. Businesses can use My Business to update their information, respond to customer reviews, and track performance. My Business also allows businesses to craft adverts that target desired audiences. 

 

Microsoft

Microsoft is another company that has invested heavily in customer engagement. Microsoft's customer engagement platform is called Microsoft Dynamics 365. Dynamics 365 is a cloud-based platform that offers a variety of features to help businesses interact with their customers. It includes a customer service module, which allows businesses to offer customer support.

 

These are just a few examples of companies that have successfully implemented customer engagement platforms. If you are looking to build customer engagement, these are great examples to follow.

 

Platforms Used by Businesses to Engage Customers

In today's age of digital communication, there are several platforms that companies can use to engage with their customers. To help you make the best decision for your company, we have compiled a list of some of the top customer engagement platforms available today.

 

  • Social Media

 Social media platforms like Facebook, Twitter, and Instagram are great places to start when it comes to engaging with your customers. Not only do social media platforms provide a forum for customers to voice their opinions and give feedback, but they also allow you to share news, updates, and promotions with a wide audience.

 

 

  • Email

 Email is another great way to stay in touch with your customers and keep them updated on all the latest news. Whether you send out a monthly newsletter or simply occasional updates, email is a great way to keep your customers engaged.

 

 

  • Live Chat

Live chat is a great way to provide immediate customer support and answer any questions your customers may have. It is also a great way to build rapport and strengthen relationships with your customers.

 

  • Surveys

 Asking your customers for feedback is a great way to gauge how well you are doing and what areas you need to improve. Surveys can be conducted online or in person and provide valuable insight that can help make your business even better. 

 

 

  • HubSpot

 HubSpot is a popular choice for companies of all sizes. It offers a suite of tools to help you better understand and engage with your customers. HubSpot’s features include a CRM, live chat, email marketing, and a powerful analytics tool. 

 

  • Intercom

 Intercom is another popular customer engagement platform. It offers a variety of features, including live chat, email, in-app messaging, and a knowledge base. Intercom’s powerful segmentation and automation features make it a good choice for companies that want to improve customer engagement.

 

  • Zendesk

 Zendesk is a customer engagement platform that offers a variety of features, including a help desk, live chat, and knowledge base. Zendesk’s powerful reporting and analytics tools make it a good choice for companies that want to better understand their customer engagement.

 

  • Freshworks

 Freshworks is a customer engagement platform that offers a variety of features, including a help desk, live chat, email, and social media. Freshworks’ powerful automation and reporting features make it a good choice for companies that want to improve customer engagement. 

 

  • Salesforce

 Salesforce is a popular choice for companies of all sizes. It offers a suite of tools to help you better understand and engage with your customers. Salesforce’s features include a CRM, live chat, email marketing, and a powerful analytics tool.

According to statistics, customer satisfaction is the highest predictor of brand loyalty. This means that customers are likely to stick around if they are happy with your product or service.

 

How to build strong customer engagement

If you want to build a strong customer engagement platform for your company, here are some tips for doing so:  

 

  • Find out what your customers want

 You cannot provide adequate services if you don't know what people want! Take the time to find out what drives your audience and why they buy from you. You might be surprised at what you learn! 

 

  • Create a plan of action

This is where things get exciting! Once you have done some research into what makes up an effective customer engagement platform and identified which features are most important for your business (like social media integration), it is time to make a plan of action for implementing those features into your website or app.

A strong customer engagement platform is built on three pillars:

  1. A clear understanding of your customer's needs and behaviors 

  2. Ability to provide personalized content at a scale

  3. Seamless experience across channels

There are several different ways to engage with your customers. The best way to find out what works for you is to experiment and see what gets the best results.

 

Final Thoughts

In conclusion, the rise of the customer engagement platform is a positive development for businesses and consumers. The customer engagement platform has the potential to improve customer satisfaction and loyalty by providing a more efficient way for businesses to connect with their customers. In addition, by offering a more convenient way for consumers to connect with businesses, the customer engagement platform can help to save time and money.

The customer engagement platform is intended to bring all of those technologies together in a simplified, integrated manner so that businesses not only have a unified, single point of truth about every individual who purchases their product, but also a better method to connect with them as a result of it.

We, at OpenGrowth, are committed to keeping you updated with the best content on the latest trendy topics from any major field. Also, both your feedback and suggestions are valuable to us. So, do share them in the comment section below.

 

 

Hi, I'm a curious chef who loves to bake cupcakes of words. I love serving people a delicious cuisine of wisdom and knowledge, often adorned by sweet humor and an engaging tone. My objective is to serve my readers with the best possible content on their plate while also ensuring their appetite for seeking continues to proliferate. 

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