5 Must-Have Features To Look For In Customer Engagement Platforms

Supporting your customers only when they have concerns with your product isn’t sufficient. You must engage with them at various stages of the consumer journey to deliver a great customer experience. In this blog, we look at the features a Customer Engagement Platform must have for it to be the best customer engagement tool.

1. Functionality and channels

If a customer engagement software centralizes every communication channel into one platform, it may not be too efficient. In an attempt to manage everything, there are chances that the platform’s performance will suffer. Thus, you must choose software that supports one or two channels and integrates smoothly into your product stack.

2. Audience segmentation capabilities

When you segment your users into smaller, more specific categories, you can personalize communication. You can develop customized customer loyalty and retention programs to convey the right message to the right target at the right place and at the right time.

Advanced customer segmentation ensures that you don’t broadcast one message to everyone. Sending contextual, relevant, and personalized messages at different stages of the customer journey improves experiences.

3. Analytics and tracking

You cannot succeed on customer engagement software if you don’t have access to analytics. In the absence of analytics, you are flying blind.

Customer journey analytics help you make data-driven decisions. You get information on how customers interact with your app and gather insights into what works and what doesn’t.

4. Set up

The best customer engagement software does not need an engineering team for setup and operation. Your product, marketing, and support teams fully own the platform. They are easy to set up. Moreover, they allow you to style customization and deploy product experiences without coding.

5. Third-party integrations

Your teams can collect data from multiple user interactions on various channels. Any confusion or friction in the data collected by two different departments, possibly on two different channels, can cause frustration amongst customers. Therefore, look for a customer engagement software that integrates with third-party apps to improve data utilization across various channels.