Selecting a business solution is in no way comparable to selecting a domestic item. Although it is not at all an emotional decision, it may be simple to be seduced by the alluring claims presented on landing pages and during personal demos. You might later question whether you actually needed all of the pricey extra features you were offered.
The Unomok Team has created a thorough checklist outlining the requirements your ideal customer engagement solution must meet to assist you in making a wise choice.
What Qualities Should a Customer Engagement Platform Have?
Let’s start at the very top. Which indicators specifically do you aim for when trying to boost consumer engagement? Your answer may indicate which platforms would work best for you.
At Unomok, we support our clients in increasing audience engagement through mobile and web media. In light of this, we allow segmentation filters, attribute processing, and behaviour tracking for app users.
Customers of Unomok can increase the relevance of their messaging by utilising this type of web data. As a result, businesses experience higher levels of engagement and conversions to desired actions.
- Data Layer: Discover a Customer Data Platform’s Heart
Import and Export of Data
A customer interaction platform’s capacity to import and export data in different formats is a crucial component.
Since the best-of-breed strategy is currently popular and professionals frequently transition between different tools to complete their work, no provider can expect users to utilise their solution entirely. Vendors must meet this need by offering simple integrations with the most well-liked services and safe data transfer between them.
Consider at least one customer interaction solution that offers smooth CSV upload and download while searching for one that is worth your money.
You should check if you can import and export data to and from the platform you’ve chosen for client engagement.
Your Expenses for the Required Capacity
The cost of a company’s use of a customer engagement platform should be known in advance by the budget holder. The majority of vendors do not, however, always give thorough information up front.
Some companies that provide consumer engagement platforms charge their customers according to the amount of MAU (monthly active users). The oh-so-wanted expansion could end up costing your business more than you had anticipated if it takes off.
You should check if you can import and export data to and from the platform you’ve chosen for client engagement.
Your Expenses for the Required Capacity
The cost of a company’s use of a customer engagement platform should be known in advance by the budget holder. The majority of vendors do not, however, always give thorough information up front.
Some companies that provide consumer engagement platforms charge their customers according to the amount of MAU (monthly active users). The oh-so-wanted expansion could end up costing your business more than you had anticipated if it takes off.
Based on data collected, other vendors have even more complicated pricing. The way it operates is as follows: Each activity a user performs within the app costs a specific number of data points. Some users are already more active within the app by default, and they might become even more engaged in response to a positive UX upgrade or a fruitful user engagement campaign. The cost of adopting a customer interaction platform rises along with the growth of in-app activity. If you could only foresee it…
Fortunately, there is a pricing structure that eliminates the possibility of such an unpleasant surprise. You might be charged by a customer interaction platform depending on how many push-enabled devices you have, which typically doesn’t change overnight. This is the pricing scheme that Unomok uses.
Action Layer 2: Transform Data into Captivating Messages
Connected Channels: Web, Mobile, or, Better Yet, Both
These days, mobile is no longer the only factor that determines customer engagement. Decide on a partner in communication technology that offers both web and mobile channels when making your selection.
Mobile-first companies can get an advantage over rivals in the unexplored online space by doing this. And even businesses without a mobile app yet might profit from looking forward. Who knows, your company may decide to create a mobile application in the upcoming year even though it is far from being mobile-first, in which case you will need to incorporate more channels in your mobile marketing mix. If you select a customer interaction platform right away, the transfer will go more smoothly.
Access to Even More of Your Favorite Channels Using Webhooks
You’ve found the ideal client interaction platform if it enables you to continue using your preferred outside services without any problems.
A third-party analytical platform or an SMS service of your choosing ought to be able to be connected to your new communication platform. If you’re curious, Unomok does it in this way. It’s the simplest when a vendor makes it possible for external connections to be made via webhooks.
the following inquiries to consider:
Can I connect the platform to my preferred third-party services?
How long will it take our development team to work on that?
A multichannel approach
It’s beneficial to engage with clients through many platforms. Even better is keeping them informed with flawlessly timed, multi-step omnichannel messaging.
Pick a customer engagement platform that enables you to follow your audience throughout their journey and send pertinent messages at the right times through the channels that your consumers respond to best, all else being equal.
- Analytics & Prediction Layer: Rely on Historical Data to Guide Your Next Steps
The conflict between human and artificial intelligence begins here.
You can find that some consumer engagement platforms offer predictive analytics if you look into a variety of them. Their machine learning algorithms examine previous user behaviour and attempt to provide you with tips on the most effective delivery time or ways to lower churn.
Sounds great — in the description for these platforms; however, in practise, these clever algorithms may not be as trustworthy as an experienced customer success manager. Before persuading you that 3 a.m. is the finest moment to send an email, an experienced and committed expert may frequently operate more information on your market profile and utilise critical analysis. By the way, this is a true story of a few customers who received a barrage of push alerts in the middle of the night because the oh-so-intelligent system thought that was the most interesting moment to receive them.
You could argue that “the rise of the machines” is rare and that even the greatest among us make mistakes from time to time. If it weren’t the cost of such unreliability, we would concur. A platform for client involvement with predictive capabilities will always be pricey.
So don’t be hesitant to choose their solution if you locate a vendor who just offers you historical and real-time data analyses. A successful long-term collaboration and higher ROI both depend on better value for money. Just research in advance what platform users think about customer service and support.