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What is Digital Engagement Software?
Deliver a better customer experience with digital engagement software. Then watch your CSAT soar.
Deliver a better customer experience with digital engagement software. Then watch your CSAT soar.
Digital engagement software is a suite of tools that helps businesses connect with customers through digital channels, such as chat, SMS, WhatsApp, email, and more. It enables personalized communication, improving customer experience through targeted interactions and real-time support.
Our research finds that 88% of customers say receiving good service makes them more likely to purchase again. And 74% of customers expect to be able to do anything online that they can do in person or by phone. That means service teams must have the right technology in the contact center to engage with customers — and provide an exceptional experience — at every digital touchpoint. Digital engagement software can make a difference.
Here, we'll explore how this software is used in a digital customer engagement platform to support service teams, including its key features and benefits, and how to overcome common customer engagement challenges.
Discover how contact center leaders are using AI and a complete view of customer data to deliver effortless service at scale.
Digital engagement software — also known as customer engagement software — is an all-in-one tool that allows companies to interact with customers and prospects. This software works by integrating various digital channels into a unified platform. It uses automation, data, and AI to personalize interactions and provide real-time support. All the pieces work together to improve customer service experience.
Engagement matters for your business because it helps form long-term relationships with customers. These relationships, built over time, are based on positive, helpful, and reliable experiences. Our research finds that 53% of customers prefer to engage digitally, and digital engagement platforms have become a vital tool for helping service teams deliver these consistent customer experiences.
While many brands have turned to technology, including generative AI, to improve customer engagement and boost efficiency, trust and accuracy remain top priorities for customers. Our research also shows that 80% of customers think it's important for humans to validate AI's outputs. So, while digital engagement software can help businesses connect with customers, it's important that service reps remain at the helm.
Digital engagement software offers several benefits that enhance communication, collaboration, and overall customer experience:
Overall, digital engagement software is a powerful tool for enhancing customer service, improving operational efficiency, and driving business growth.
Digital engagement software should include a range of features to effectively connect with and serve customers across various channels. Here are some key features to consider:
By including these features, digital engagement software can enhance customer satisfaction, improve operational efficiency, and drive business growth.
With so many engagement features to choose from, let's talk about how to decide which software is right for you. Consider the following to make the best choice for your organization:
Service teams looking to implement digital engagement software should follow this step-by-step process for choosing the best solution to fit their needs:
Once you've implemented your digital engagement software, follow these best practices to ensure you get the most from the tool:
Customer engagement spans many different initiatives and channels. Some common challenges include:
Customers expect certain experiences, and your business must deliver or risk falling behind. Digital engagement software helps your customer service team meet customer expectations by personalizing communication, streamlining processes, and ultimately strengthening relationships.
Scale your service operations with digital engagement software and start communicating with your customers more efficiently — with the speed, quality, and personalization they've come to expect.
Your contact center should be a modern, omnichannel engagement center that both agents and customers love. Learn how to maximize ROI with contact center software built into your CRM, powered by AI and automation.