We are all told the ideal is a single view of every customer… every interaction, connection, purchase, browse, tweet, post, like, dislike, conversation, web site visit, etc. and CRM systems and supporting platforms that monitor daily activity whether they be physical such as ibeacons or virtual tracking or Marketing Automation will go a long way towards achieving this goal.
Once you have a single view or as close as you can get which may just be as simple as customer name, email address, home address, mobile number and purchase history, then the challenge is how to engage on a level that allows the customer to relate to your organisation, your products and services, your brand and your people on a level that allows them to engage ‘’Beyond Reason’’.
A few years ago Saatchi & Saatchi Worldwide Executive Chairman Kevin Roberts wrote a book called Lovemarks: the future beyond brands. Kevin told us that emotional connections are at the heart of successful relationships. How true this is, not just in life but in business as well as relationships between you and your customers.
Ok, so how can we make that emotional connection and sustain it? ENGAGEment! it really is as simple as making sure you engage with your customers on every level.
The ENGAGEment journey can be broken down into a number of key touchpoints including Advertising/Branding (TV/Radio/Outdoor/POS/Print and Experiential), In-Store, Website, Social media, Email, Call Centre and of course Mobile.
Mobile Engagement; Ted Schadler – Forrester Research says that for the next 10 years Mobile Engagement will be at the core of most organisations Customer Engagement Strategy.
Today about 20 to 22 million people in South Africa use a smartphone, which accounts for about one third of the country’s population. The overall number of mobile connections is much higher though with more than 90 million, as feature phones are still popular and widely used in the country and on the continent overall. 90% of SMS messages are read within 30 seconds. less than 20% of emails are read, many go into the SPAM basket or are deleted and never read. Understanding your audience has never been more critical because it allows you to serve your audience on the channel(s) they prefer. With a myriad of channels available to the consumer today it is not only important that you understand which channel your audience prefers but to ensure that your engagement platform can identify them no matter which channel they may present themselves on.
Engage has developed an advanced Mobile Engagment platform for creating highly interactive mobile moments for your audience. Our platform brings together a range of consumer engagement channels under a single platform – including timely SMS and MMS messages, voice, contextually relevant emails, Facebook Messenger, WeChat and chatbot functionality all underpinned by a powerful AI layer.
By managing all channels under one platform, we remove data silos and allow you to synchronise communications perfectly with each customer, meaning each person can enjoy a fully connected experience with your brand.
The result? Happy, valued customers that drive growth for your business.
ENGAGE platform features.
- Targeted SMS messaging to your customers (alerts, notifications, reminders, product launch, sales, events, customer survey/feedback, instant mobile payments etc …)
- Integration with your own CRM/Customer Database
- Extremely quick to setup and activate SMS Campaign’s within minutes
- Contact and Group List Management
- Inbound campaign response management tools
- Mobile web page builder using latest HTML5
- myCRM for SMS personalisation
- Campaign reporting and analytics
- Integration to payment gateways including credit card and paypal for instant payment processing
- Click to call integration for end to end provision of voice connectivity
- Customer Journey Tracking
- Contact Centre optimization
- Email Editor
- NextGen IVR
- Social Media Retargeting
- Voice Broadcast
- Powered by Artificial Intelligence
Trevor Mxolisi Louw