29 Mar Killer Integrations are the Engine of Enterprise Customer Engagement
Any successful enterprise deployment requires the ability to maximize an investment in the long term. While digital customer engagement is coming of age and more companies come to provide their customers with a unified conversation, it’s important for those considering implementation to consider platforms that don’t limit them to collecting data incongruously, building up tempting resources that they may one day fail to capitalize on.
Whether you’re implementing a simple Call Tracking initiative or Save & Share button within your web presence, or a sophisticated, continuous-use tool like Live Chat or Online Scheduling, your business has the opportunity to gain the direct advantages of customer engagement while also doing so in a smooth, scalable process that lets you make the most out of the
Waking Up from Your Integration Nightmare
CRM forms the center of any enterprise’s sales and customer relationship efforts, and most legacy establishments are accustomed to legacy, slow-to-the-cloud software from the likes of SAP and Oracle. Legacy customer engagement platforms, whether they be SAP Hybris or Oracle’s Customer Experience suite, often have great ability to leverage predictive analytics and customer information, but they are lacking in crucial areas that consumers need – particularly with the proliferation of mobile internet.
Particularly, both solutions are generally cobbled together from smaller acquisitions, generally lacking scheduling capabilities while their Live Chat interactions are limited and their Click-to-Call initiatives may work, but are incongruous with the rest of the data environment the solution provides. In this case, one-stop-shopping may have been the advantage of these legacy enterprise software providers, but those acquisitions have squeezed out the competition, only making it harder for enterprises to get the right platform for them.
Stop Being Haunted, Take the Right Approach!
Fortunately, the marketplace always has answers for the problems one or another competitor might present. Solutions like Scheduling, Click-to-Call and Live Chat are coming to be expected from consumers worldwide. Buyers should have platforms that offer top-of-the-line convenience and mobile-responsiveness with each, while also furnishing integrations with major players like Salesforce, Zoho, and more. Additionally, calendars within Outlook and Google implement further synchronization, meaning your bookings are never off-base and your employees can stay 100% organized.
However, these abilities to integrate aren’t fundamentally limited to cloud CRMs or calendars. APIs can also allow those same SAP, Oracle and even Microsoft Dynamics users to leverage all the data they collect when they interact with their customers. While legacy software can be adapted to with low costs-per-user, Zapier functionalities also allow any Enterprise to adapt these solutions with the up-and-coming providers on which they bet the success for their own business.
Reach Every Customer Touchpoint from One Place
Properly integrating a complete customer engagement platform in your enterprise doesn’t solely rely on the ability to leverage data within your CRM and other software, but also to tactically place the right tools in front of customers at every point possible within sales, marketing and E-commerce initiatives. Omni-channel deployments for tools like Online Scheduling, Live Chat, Click-to-Call and more are crucial for any engaged enterprise to compete in a diverse landscape where competitors can approach from any side.
With that in mind, enterprises love customer engagement platforms that deploy their apps across different touchpoints, whether they be native apps, client accounts, landing pages, mobile websites, google maps, employee email signatures, email campaigns, call centers, telesales, and even for internal use between teams, advisors, receptionists and managers. Digital engagement at every touchpoint means tedious back-and-forths, confirmations, wait anxieties and more are eliminated because your platform effectively takes on custodial scheduling and communication tasks, all while effectively integrating for added value.
Manage Permissions within Large Structures
Furthermore, what also matters within these engagements is not simply the touchpoint itself, but who customers are reaching out to touch. With a full customer engagement platform, enterprises can configure user profiles and enable multi-site support, dividing permissions between front-line employees, platform operators and general administrators.
This not only offers the flexibility and continuity enterprises need, but also improves organizational coherence as customer engagements increase. With the appropriate platform, each and every interaction with your customers can not only stay organized in your data centers, but also be tracked back to every employee, serving to improve accountability over time!
Getting the Interactions Your Enterprise Needs
Consumers are looking for more and more digital interactions out of businesses, and fulfilling their demands can also fundamentally improve business efficiency and client relationships. There are a variety of point solutions available in Online Scheduling, Click-to-Call, Live Chat and more, but they all lack the ability to effectively integrate and consistently deliver sound data to your enterprise, while giving you an all-in-one package that achieves the economies of scale your business needs.
That’s why any business looking to go omnichannel, make their E-commerce investment relevant, or simply drive more interactions with customers should consider an all-in-one customer engagement platform that can effectively integrate in their environment. Without it, customers will continue to interact with the competition, and brands so tediously built over decades may crumble at the drop of a hat.