Is Your Customer Engagement Strategy Future-Ready?

Customer engagement is essential for your clients, connecting them with their audience and maintaining a strong market presence. Indeed, during this period of flux, it is particularly important that digital agencies work with their clients to develop positive customer experiences and stay ahead of the competition.

With the rise of the “everything customer”, those individuals who demand a tailored service and memorable experiences every single time, this has gotten even more important. Now, more than ever, your clients need to transform their customer digital experience and communication strategy and prepare it for what lies ahead.

This requires an omnichannel approach, a single integrated Communications Platform as-a-Service (CPaaS), such as Infobip’s Moments, that lets your clients manage all their digital interactions in one place.

Are you prepared? Read on to find out how to get your customer engagement strategy ready for the modern consumer.

Offer a unified, cross-channel experience

Developing future-ready customer engagement strategies requires strong omnichannel capabilities – a holistic approach to addressing issues and interacting with customers.

Emails, social media, landing pages, video content – your clients’ customers use all these and more to interact and engage with brands. Their journey across these channels provides essential data that informs your clients’ marketing, and while gathering it is relatively easy, managing it is less so.

Without the right platform, your clients run the risk of launching campaigns based on inaccurate or incomplete information, targeting the wrong audience, and more. In essence, poor messaging and bad data will lead to underperforming campaigns.

An omnichannel customer engagement strategy brings all this together. Your clients can offer consistent, tailored messaging to connect with their customers, wherever they are.

Deliver an advanced personalized experience throughout

Personalization is nothing new in customer engagement. But with the increasing variety of technologies available to brands today, the depth and capabilities of personalization is increasing. Consequently, advanced personalization is essential for a modern customer engagement strategy.

As a tactic, personalization can include anything from using a customer’s name on an email to offering specific offers to specific customers at the optimum time to induce a sale.

Naturally, to effectively deliver personalized marketing to customers at scale, you need the automation offered by a CPaaS.

Our CPaaS customer engagement solution lets users deliver targeted messaging at different stages of the buyer’s journey, based on defined customer segments. For example, offering discount incentives to customers who abandoned their shopping cart, or to shoppers on their birthdays.

The possibilities are virtually limitless when it comes to personalization, and all contribute to greater, stronger customer relationships as a result.

Lean on extensive customer data and analytics

Data and analytics are essential for building stronger customer relationships in 2022. When you know who your client’s customers are and how they shop and interact with their brand, they can better position their marketing as a result.

These analytics can be gathered from a range of sources. Customer satisfaction surveys are a common example, but activity tracking is more insightful and offers a direct insight into what interests your client’s customers.

Further to this, the mobile and web APIs included in our omnichannel engagement solution can monitor your client’s customer’s behavior online, identifying their interactions with your client and creating a holistic view of their unique habits.

This data can then be used to inform marketing activities, segment communications based on various factors, and much more. As a result, your clients can gain a competitive edge, delivering engaging messaging and helping them stay relevant to their customers.

It’s the Moments that matter

Implementing a customer engagement solution at the heart of your client’s business is critical to the creation of future-ready customer engagement strategies.

Moments from Infobip offers a single solution to class-leading customer engagement for you, your clients, and your business. But it’s also so much more than that.  

They showcase your client’s customers in full, with a 360° view of their journey and behaviors – insights which can be developed into intelligent and predictive analytics.

Once you start compiling analytics, Moments makes it possible to plot personalized journeys to optimize customer experiences and increase the chance of long-term loyalty. A forward-looking customer strategy ensures that your clients encourage return customers, no matter what market changes occur.

Start capturing this success today with Moments. Explore Moments now and book a free demo to help get your clients ready for what the future holds.

Find out more about partnering with Infobip here.