Cited from research conducted by Verint, almost 90% of customers say that good service can build a brand’s positive image (reputation).

Referring to the research results, we can conclude that the business’s success heavily depends on the customer. Hence, it is crucial to put the customer as the main focus of the brand. Understanding customer needs and facilitating interaction between brand and customer is the key to achieving a successful customer engagement strategy. Later on, this customer engagement will drive the brand’s success compared to other competitors.

However, understanding customer needs and facilitating easy interaction anytime and anywhere is not easy. Companies need to have proper strategies and efforts to be implemented to apply those two goals.

To help companies overcome these challenges, Phintraco Technology provides a Customer Engagement Optimization solution. It can be utilized to achieve a successful customer engagement strategy. What is Customer Engagement Optimization?

Customer Engagement Optimization is a solution to anticipate customer needs, analyze customer interactions and feedbacks, also to provide customized products and services for each customer’s preferences. The Customer Engagement Optimization solution combines the functionality and capability of Customer Analytics, Engagement Management, and Workforce Optimization to build better services quality and better relations with customers and employees.

The Features and Benefits of Implementing Customer Engagement Optimization Solution in your Company

1. Customer Analytics

With the Customer Engagement Optimization solution, companies can record customer interactions, feedback, and journeys across channels. Later, the record will be analyzed and interpreted to achieve business goals and act more quickly to all customer needs and market growths.

This Customer Analytics feature will help companies identify each customer’s journey, whether they are satisfied or not. The purpose is to maintain the positive image (reputation) that the company already has and improve service deficiencies that affect customer satisfaction.

2. Engagement Management

With a Customer Engagement Optimization solution, companies can accommodate a consistent and contextual experience customized to each customer’s need through any channel they choose.

The modern tools available in this solution will help companies deal with complex customer needs and address their needs within the channel in one integrated platform.

3. Workforce Optimization

The features available in this Customer Engagement Optimization solution provide full visibility of all functional areas within the company, thus helping the relevant team to understand all constraints or challenges that occur in business processes and take quick and proper action to overcome them.

Take Advantage of Customer Engagement Optimization Solution as the Key to a Successful Customer Engagement Strategy

The Customer Engagement Optimization solution combines the functions of Customer Analytics, Engagement Management, and Workforce Optimization, which will create new opportunities for companies to develop their business and brand reputation. In conclusion, by utilizing this solution, companies can create three main points, which are:

• Smart moments: Understand the reasons why customers reach you and anticipate all their needs by providing the best solution immediately
• Smart workforce: Improve the ability of employees to provide the best service for customers, based on available data
• Engaged workforce: Facilitate the completion of work related to customer and employee satisfaction by utilizing the best and modern tools

That is all the information about Customer Engagement Optimization solutions that you should know and use as the key to a successful customer engagement strategy. You can find out more information about Customer Engagement Optimization solutions by contacting our team at marketing@phintraco.com.

Reference:

https://www.verint.com/Assets/resources/resource-types/brochures/verint-customer-engagement-optimization-brochure.pdf