It is critical for businesses in any industry to stay engaged with their customers. This helps show customers that their feedback is valued and helps companies build stronger relationships with their customer base - which contributes to long-term success. A customer engagement platform helps foster those connections with customers by providing the tools that businesses need to engage with customers where they are most active, analyze valuable customer information, and track customer interactions.
Improved engagement is just one element of a Customer Experience Management (CXM) platform like boostCX and is a valuable tool. To help provide more insight into customer engagement platforms, we have created a list of the Top 5 Features of Customer Engagement Platforms at boostCX.
Most Important Features of a Customer Engagement Platform
The key to an effective Customer Experience Management (CXM) strategy is meaningful customer engagement. Studies have shown that highly-engaged customers buy 90% more frequently and spend 60% more per transaction than those customers who are not engaged. With 71% of modern consumers expecting companies to provide personalized interactions, a platform that prioritizes personalized engagement is essential for meeting those demands.
The most important features of a customer engagement platform are those that provide businesses with the capability to communicate easily with customers, personalize experiences, and analyze key metrics to continuously improve the customer experience at all touchpoints. Here are five of the most important features to look for in a customer engagement platform:
1. Omnichannel Communication and Support
A top-tier platform must allow you to communicate with customers across all of their preferred channels - including email, SMS, social media, live chat, and phone. This omnichannel engagement ensures that customers enjoy a consistent experience and message at every touchpoint by combining customer conversations and history. This means the context of the interaction is never lost as they move from one channel to another. The impact of omnichannel engagement is significant, as data suggests that companies with strong omnichannel engagement strategies retain an average of 89% of their customers - compared to just 33% for those with weaker strategies.
2. Personalized Customer Communication
The ability to personalize interactions is key to customer experience management. A powerful engagement platform leverages Artificial Intelligence (AI) and customer data - such as purchase history, Browse behavior, and stated preferences - to tailor messages, product recommendations, and offers to individual customers. This makes customers feel understood and valued - and statistics show that 80% of consumers are more likely to make a purchase from a brand that provides personalized experiences.
3. In-Depth and Real-Time Customer Analytics
To improve customer engagement, businesses must be able to understand and measure engagement effectively. High-quality customer engagement platforms provide robust, real-time analytics to track customer interactions, feedback, and behavior across all channels. This data provides invaluable insight into the customer journey, helps you identify friction points, understand satisfaction levels, and make data-driven decisions to optimize your customer engagement strategy.
4. Ability to Integrate with Other Systems
No platform should operate on an island. The best customer engagement solutions offer easy integration capabilities with other essential business systems, that include your Customer Relationship Management (CRM) platform, key e-commerce systems, and social media management platforms. This provides businesses with a single, comprehensive view of the customer journey, breaks down data walls between departments, and provides more complete context for all customer interactions.
5. Workflow Management and Automation
Efficiency is key to providing customer engagement on a larger scale. Workflow automation allows you to automate routine, day-to-day tasks and communications - that include welcome emails, follow-up satisfaction surveys, or support tickets. By automating these processes, you ensure consistent follow-up and free up your team to focus on more complex, high-value customer interactions. An estimated 73% of customers say that making their time a priority is the most important thing a company can do to provide good service.
READ MORE: How To Find the Right Customer Experience Management Software
In the end, the top features of a customer engagement platform work together to create a complete, intelligent, and customer-focused environment for your business. The combination of omnichannel communication with deep personalization, powerful analytics, seamless integrations, and smart automation allow you to build stronger relationships, create customer loyalty, and drive long-term growth. Choosing the right platform with these key features is an important first step in building a successful customer experience management strategy.
Contact boostCX for a demo of our customer engagement capabilities and discover our innovative customer experience management solutions!
