Deliver White-Glove CX With The Leading Customer Engagement Platform

In order to build a systematic customer profile, the personal, behavioral and demographic information of the customers are collected. This database is further supported by organizational information, customer behavioral insights and third-party data from different websites and apps. The confluence of all these data makes up for an insightful customer persona that refines your nudge for effective conversion.

After collecting the customer data, the entire customer journey is driven based on the customer insights and category identified:

• Meaningful Engagement: Interact with your customers and guide them with conversational engagement.
• Proactive Acquisition: Seamlessly anticipate customer inquiries. Convert every casual enquiry into a meaningful lead.
• Effective Retention: Deliver hyper personalized experiences to convert initial leads to long term loyalty.

The customer journey is devised on the basis of customer visits, purchase history and patterns. The key aspects of a proactive customer journey are:

• Anticipation Of Customer Preferences: Based on customer journey data, the customer preferences are predicted and personalized solutions are offered.
• Personalized Recommendations: Richly personalized recommendations elevate the intuitive experience of the customer.

The extensive customer data is gleaned from the end-to-end journey and an organized repository of customer history is maintained using:

• Catalogs– Torrent of customer information that is well aligned with the customer data management system and functions.
• Unified Integrations Of Data- Multiple data sources are unified into a single source of information to deliver cross channel communication for a connected CX.
• Historical Journey: Contains records of previous support communication and purchase transactions.

It is performed on the extensive customer data from various sources derived with:

• Advanced Analytics- Insights based on the gathered data helps understand customer behavior and needs to seamlessly meet customers’ needs.
• Identify Customer Sentiments– The analysis is performed on the customer insights to drive sentiment driven engagement and experience.
• Tailor Made Recommendations– Engagely customer engagement platform is equipped with a robust NLP engine that reads the conversation between the customer and the agent and recommends highly personalized ready to send responses to customers.

Based on the predictive analysis of the customer data collected, the customer insights are sent to the agent with real-time precision to influence proactive customer solutions. This helps the agent trigger the rights nudges to the customer and take care of the customer query with high accuracy and efficiency.