Customer Engagement Solutions
Customer engagement solutions
Create seamless, personalized and omnichannel communications on any medium, anytime
Customer experience – seamless, personalized and omnichannel
Omnichannel communications, and customer experience are the top two corporate priorities in 2020. But what constitutes a truly omnichannel experience? Omnichannel means lifecycle marketing – whether a customer is discovering, buying, onboarding, or reaching out for service – they expect you to be there. Companies that can deliver satisfying, personalized experiences – no matter how, where or when the customer chooses to interact – can win lasting loyalty and accelerate business growth. Additionally, companies that make customer experience management a priority grow revenues 41% faster than their competitors.
By connecting with customers when, where and how they desire, using personalized and data-driven insights, businesses are creating the game-changing experiences that customers demand. EngageOne solutions from Precisely offer a leading range of products, which, backed by our services and know-how, enable your enterprise to make better decisions. Create seamless, personalized and omnichannel communications on any medium, anytime.
For most companies, email is the go-to channel for communicating with customers. And there’s a reason for that – research conducted by Precisely with the CMO Council, found that email is the #1 preferred channel desired by consumers for connection and communication. Also in the top four? SMS, or Short Message Service – more commonly referred to as text messages. One common thread ties both channels together for our consumers: Both empower an immediate, convenient and trusted two-way channel of communication. Consumers want companies to be where they are, when they want, ready to share and communicate how they expect, especially when they really need something. And with 85% of customers preferring an omnichannel blend of channels, if you’re not using both to reach your customers, you’re not reaching them on their channels of choice.
From empowering to entertaining, interactive personalized video makes a real-world impact.
The most innovative marketing, service and sales leaders at some of the most forward-thinking companies are augmenting costly, inconsistent human interactions with engaging, compliant experiences. They’re explaining bills and statements, detailing insurance plans and upselling customers with additional services. They’re separating “real” leads from time-wasters. They’re converting more prospects into customers and addressing customers’ questions before they ask.
How are these companies increasing reach, reducing costs and spending more time on revenue-driving efforts? They’re using interactive personalized video. Whether to drive sales, improve customer service or to reduce human involvement, this new real-time capability connects with customers and complements your other customer engagement activities. Interactive personalized video cuts through the noise to deliver messages customers want, in a way they want to experience them.
Customers expect answers fast. In 2020, Gartner predicts that customers will manage 85% of their relationship with businesses without interacting with a human. Customers want to self-serve, and they want to be able to do so any time of day or night, on the channels they’re already using. The explosive growth in chat and messaging platforms allows this to happen.
Easy-to-use and incredibly convenient, the automated, rules-based conversations delivered by chatbots are now in high demand. Pre-configured or customized, they bring a new level of immediacy to customer self-service. And with EngageOne chatbot solutions from Precisely, businesses can meet rising customer service expectations.
Customers want easy access to relevant information like their specific coverages or contract details, claims and billing history. They also want the flexibility to explore their options at their convenience, knowing that the information is accurate and up-to-date. Whether you’re looking for an efficient solution to deliver communications electronically, get paid faster or looking for ways to improve customer experience while reducing customer service costs, Digital Self-Service solutions from Precisely have you covered.
These modular solutions help you improve customer experience and grow your Net Promoter Score (NPS) fast. Digital Self-Service from Precisely is highly configurable. You can implement exactly what you need. You can enhance your existing portal with account summaries, video billing explainers, special offers and more. Or choose to build something completely new, using our easily customizable, responsive templates.
Our Digital Self-Service solutions help you deliver what your customers want most: The power to help themselves quickly and effortlessly.
When you think of “Print-to-digital” solutions, the first thing that springs to mind for many of us is how to migrate printed communications to online channels in order to save costs. Print to digital migrations can significantly reduce costs and the EngageOne portfolio of solutions can help you achieve this in an efficient and low risk manner.
However, by only migrating printed communications online, you are missing the far greater customer engagement opportunities that print-to-digital solutions have to offer. “The State of CCM-to-CXM Transformation, 2019” survey by Aspire of 512 worldwide enterprises confirmed that customer experience is the highest corporate priority for most businesses. Customer experience is the area 61.3% of businesses believe they need to focus on to stay competitive. Furthermore, a recent study by Precisely and the CMO Council found that across ALL generations (Gen Z, Millennials, Gen X, Boomers, and Silent Generation), your customers’ preferred channel is in fact a blend of both physical and digital channels.
Vast opportunities exist to augment print with digital.
Customers expect to find and retrieve documents that might be over ten years old, particularly mortgage and pension documents. They expect access to any communication when and how they want. EngageOne Vault’s industry-leading compression lets you store over 2 million communication pages per gigabyte, meaning you can store billions of communications online while maintaining sub-second search and retrieval times, without requiring expensive hardware.
Digital archives must support thousands of concurrent communication retrieval requests with sub-second response times. If you have thousands of customers wanting to view their latest bill or statement at the same time, then you can’t afford to deliver anything but the best performance, even on low bandwidth connections, if you are committed to delivering the best possible customer experience.
Engage customers at their moment of need
By connecting with customers when, where and how they desire, using personalized data-driven insights, businesses are creating the game-changing experiences that customers demand. EngageOne solutions from Precisely provide a leading range of products, which, backed by our services and know-how, enables your enterprise to make better decisions that can grow your Net Promoter Score (NPS) and improve your overall customer experience.
Create seamless, personalized and omnichannel communications on any medium, anytime.
Read our eBook to learn about our full portfolio of customer engagement solutions.
CMO Council: Critical channels of choice
This research report published by the CMO Council and Precisely explores how Covid has changed the channels of engagement. There are significant gaps between what brands deliver and what customers want to see in the way of seamless, frictionless engagement. What you need to know to better engage your customers in the “new normal.”
TalkTalk Business felt the need to change the environment to something scalable for all customers and partners that was in line with their Mission Statement, #EasyToDoBusinessWith.
Following a customer survey, TalkTalk Business found themselves wanting to enable better services for their business customers.
Meet the empowered customer
Transform your customer journeys in creative, compelling, practical ways – with customer engagement solutions from EngageOne. Today’s customers are in the driver’s seat. Companies that can deliver satisfying, personalized experiences – no matter how, where or when the customer chooses to interact – can win lasting loyalty and accelerate business growth.
Meet your clients at THEIR moment of need. Smart, impactful and personalized, EngageOne customer engagement solutions can transform your customer experience from ordinary to extraordinary.