Customer Engagement Tools You Need to Try in 2023

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We have no idea whether you are considering upping your game at increasing customer engagement in the new year or not. But, we are hoping that you will consider some of the best customer engagement tools that could make a difference for your business and profits.

As Deloitte bluntly comments, economic headwinds seem to be gathering for business in general, and for the technology industry specifically in 2023.

To pull through this rough patch and thrive, companies need to shift priorities and make a move to improving customer experience, retention, and operational efficiency.

Global growth is expected to decelerate to 1.7 percent in 2023 which is the weakest pace that we’ve seen in nearly three decades.

However, this isn’t the first time the economy declined, and organizations should see the monetary tightening as an opportunity to revise old processes and implement new customer engagement solutions.

If your customers are happy, then your organization is happy. So, as one of the best customer communication providers, we’d like to share a few of the very best customer engagement tools that will help you stabilize your business this year.

Why Customer Engagement Makes All the Difference

Customer engagement is based on the connection between an organization and its customers. It’s what drives your business’ success and how your customers perceive your services or products as valuable.

Customers who choose not to fleet after the first transaction are anchored in meaningful customer relationships.

Usually, for this to happen, you need all your organization’s departments to behave as a single unit of work. Branding shows off your brand’s true colors, marketing and messaging reaches out to your customer’s emotional brains, and your products fulfill their needs.

Moving on, their buying journey should be as simple and hassle-free as possible. Your follow-up engagement should leave them wanting more interactions.

Every customer touchpoint whether that’s marketing, sales, customer service representative, or the CEO should be:

  • Helpful
  • Positive
  • Personalized

customer engagement tools digital

However well you might already know these factors contributing to a successful customer experience, an Econsultancy report shows that only 8% of companies currently provide a “very integrated” customer experience.

At the same time, 58% of companies started working on a strategy to deliver more integrated customer experiences in the future.

Well, we think that now is a pretty good moment to start your transition to a customer-centric company.

If you don’t know how well you are doing from a customer communication and integration point of view, please don’t be shy to reach out to VoiceSage’s support team and we’ll advise you on the best solutions.

Top Customer Engagement Tools to Boost User Experience

Conversational Messaging

Creating richer and more proactive experiences on multiple channels will transform the way you communicate with your customers.

Conversational messaging is a digital engagement tool that connects your customers to the core of your business.

Accessibility and channel diversity are two factors that influence how you interact with customers. “Customers use many channels… when they interact with organizations,” writes Gartner, “and they expect a seamless experience as they switch from channel to channel.”

Forget about sending in-app notifications. Conversational messaging is a successful customer engagement tool because it offers one-on-one personalized experiences on multiple channels.

customer feedback

Chatbots and hyper-automation

Chatbots and other automation tools are known for their ability to reduce operational costs significantly.

By using personalization techniques, chatbots can reach a deep level of conversations with customers, so good that some will question their true nature.

Automation comes in many forms. However, hyper-automation represents the end-to-end customer journeys enabled by data and AI that work in harmony to automate complex customer service tasks that deliver enhanced and personalized customer experiences.

Hyper-automation is a disciplined and business-driven IT process that orchestrates multiple customer engagement tools. To name a few:

  • Artificial Intelligence
  • Machine Learning
  • Event drive software architecture
  • Robotic Process Automation (RPA)
  • Integration Platform As A Service (iPaaS)
  • Low-code tools
  • Communication Platform As A Service (CPaaS)

Data and analytics tools

Understanding customer behavior and communication patterns is crucial to optimizing strategies and measuring the effectiveness of communication efforts.

This is a trend that is not new and will continue in the coming years as companies see the value of data and analytics in predicting customer engagement.

To start, consider all the channels that you use to either capture and store client information such as:

  • CRM platform
  • Customer analytics tools
  • Marketing automation platforms
  • Contact center systems
  • Communication platforms
  • Email marketing tools
  • Social media
  • and more.

See what systems are disjointed and how well you are currently integrating all your data into a unified communications system.

data customer engagement

Messaging apps

The future of communication remains in the hands of messaging apps. Their popularity has grown tremendously in recent years.

You can take traditional text messaging like SMS to another level with additional rich features that are ideal for increasing customer engagement.

One solution that we offer is Rich Media Messaging which has increased conversion rates by up to 39%. Companies can get a better insight into their customers’ behavior through rich engagement analytics.

Power up your communications this year by integrating our simple solution into your existing systems and achieve a CTR of 60% more efficiently than other expensive marketing channels.

Last Thoughts On the Best Customer Engagement Tools

We’ve come to the end of our article, and we hope you gain better insight into what customer engagement tools you should invest in 2023.

Focus on making it easy for your customers to initiate meaningful conversations on every channels. Create a seamless experience that will boost your retention rates.

Finally, empower customers to use chatbots and automation. This will allow you to focus on improving every interaction and touchpoint to make your journey unforgettable.

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Published on: 9th January 2023

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