;)
Indeed, call centers or contact centers are not connected to the rest of the organization in the way businesses would like. The lack of disconnect feels even starker when we see how more customer engagement channels emerge on the horizon regularly.
And when there is no synergy between marketing technologies and departments, customer service suffers. Therefore, a need is felt for integration between all customer communication channels and departments so that a connected experience is offered to customers.
This is where the Customer Engagement Hub (CEH) enters the scene – it’s basically an architectural framework that can tie multiple systems together for seamless customer service.
With a CEH, an enterprise can look to engage customers across all channels and through personalized engagement.
In this blog, we will discuss what is next generation customer engagement hub, why is it important for organizations, and how to build one for any enterprise.
The customer engagement hub (CEH) is a technology-powered framework for customer engagement. Its utility lies in tying multiple communication systems together across channels and ensuring contextual customer engagement.
The real purpose of a customer engagement hub is to connect all departments or enable a sync of different key processes such as marketing, sales, and customer service. It can also integrate call centers or contact centers into a seamless journey and unlock their full potential.
One of the major plus points of a customer engagement hub technology is to help enterprises minimize the ever-present technology and data fragmentation and allow them a clear view of their customers’ needs and wants. This is how the CEH proves helpful in delivering value to the empowered omnichannel consumer of modern times.
Customers always expect a great experience with the brand. They want the flexibility to contact a business from the channel of choice and get consistent service. However, there is always a disconnect between what customer expects and what is being delivered to them. Thanks to a customer engagement hub, a business can easily strike a balance between diverse aspects of service delivery and ensure value to customers.
There are many reasons why a modern business today may need customer engagement hub technology.
Building a customer engagement hub may look like a challenge at first, but its presence can literally transform the way customer service is delivered. It will not only improve the ROI on the technology framework but can also enhance the experience that is offered to customers.
The benefits of a customer engagement hub are many and some of them include –
A customer engagement hub needs to be ideal for the purpose. It should integrate every channel and enterprise application with the aim of enhancing the customer experience with the brand. And since each organization is unique, it’s important to design a CEH keeping in mind the business philosophy and end goals.
Some of the key tips to building a customer engagement hub technology include –
It’s important to know that 88% of companies prioritize customer experience in their contact centers. Despite that, there is no sure-shot way to get your customer experience strategy right. Since your business is unique, there has to be a uniquely different method to deliver value to customers across the journey stages.
However, many enterprises are unable to bridge the gap that exists between what customers want and what is delivered to them. These gaps are largely caused by a lack of synchronization between people, processes, or technology, or due to poor service design processes.
So, when such a gap exists within your organization as well, the first priority should always be to fill it before moving ahead with the CEH design. Once the loopholes are fixed, it does not take long to enhance the customer experience strategy for the business.
73% of marketers indeed have a multichannel strategy in place. However, having multiple channels for customer service delivery ceases to be an advantage unless they are all tied together in a technology framework. And if they are not tied, your business will always find it tough to get a complete understanding of customers and their problems.
Even more important thing is the integration of these channels with your core enterprise applications such as a CRM. This is how customer-centric data does not get lost in transition and teams stand a chance to utilize it.
So, as a customer-driven organization, your priority should be on having the ideal analytics platform to get the kind of data it needs for quality support.
Customers have a tendency to keep switching between channels for communication with a business. They also expect the business to be available on whatever channel they choose and ensure a consistent and seamless experience.
Maybe for that reason, customer retention rates are some 90% higher for omnichannel compared to a single channel.
From a business point of view, maintaining a multi-channel presence is easier said than done as it involves considerable resources. And even those who do provide that kind of support often fail to manage a sync between channels which ultimately negatively impacts the service performance at many levels.
What is the way out then?
Well, a business should seriously think of investing in an omni-channel customer experience platform to better understand the journey. This will not only help optimize the journey but also ensure value at each stage of the way.
Delivering a great customer experience is never that easy for any big organization. After all, there are plenty of things to do together, like having a sync between the people and processes, keeping pace with the ever-changing customer’s expectations, and also managing the cost.
With so many operational challenges along the way, only a handful of truly resourceful enterprises can handle the demands of customer service delivery. For the rest, they either fail to deliver value or settle with their limitations.
There is however another way to tackle this challenge head-on – by leveraging managed services and ensuring focus on key operations.
When your business decides to benefit from the service delivery management model, it basically frees itself up from the hassles of operational issues and rather devotes the entire energy to customers.
So, you too can get the most out of the customer engagement hub if you’re ready to experience the different available models of service.
Communication is always the key when it comes to engaging customers. If you don’t interact, how can you engage? More importantly, some brands now adopt a proactive approach to reaching out to customers as they believe that engagement starts from the conversation.
For that reason, you should first decide on the channels of choice for customers and then plan the communication in a way that engages customers. Be it social channels or emails or messaging, any medium can be fit for communication as long you’re available.
And when it comes to being available, the best route is to automate and ensure a 24×7 presence for customers. You can make chatbot and live chat as part of your customer service delivery strategy and take a solid step towards winning the trust of prospects.
Your business needs the support of a quality omnichannel platform if it wants to build a resourceful customer engagement hub. And finding such a platform is not that easy unless you’re ready to research a bit.
With the REVE platform, all your worries are about to end – it has every engagement tool your business needs to deliver value across the customer journey.
You can build an AI-powered chatbot with zero-coding knowledge and take a solid step towards the CEH.
You can also benefit from other amazing tools such as video chat, co-browsing software, etc., and add to the overall experience of the customers.
Plus, our platform helps you offer hybrid support in the form of combining live chat software with a chatbot.
Customer expectations keep changing with time and businesses that take this important aspect into consideration always perform better than the rest.
Your business too should build the customer engagement hub with a vision for the future as you don’t want a mismatch between what customers want and what you deliver.
With REVE, you get a whole range of powerful engagement tools to ensure amazing service to customers.
You can start a free trial of our top-class tools and see how it fits into your specific needs.
Start a 14-day free trial, no credit card required
Praveen Singh is a content marketer, blogger, and professional with 15 years of passion for ideas, stats, and insights into customers. An MBA Graduate in marketing and a researcher by disposition, he has a knack for everything related to customer engagement and customer happiness.
As a writer and analyst, he pours the heart out on a blog that is informative, detailed, and often digs deep into the heart of customer psychology. He’s written extensively on a range of topics including, marketing, AI chatbots, omnichannel messaging platforms, and many more.
Mr. Singh also has a passion for subjects that excite new-age customers, be it social media engagement, artificial intelligence, machine learning. He takes great pride in his learning-filled journey of adding value to the industry through consistent research, analysis, and sharing of customer-driven ideas.
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