Customer engagement platform is one of the most important technologies in today’s modern world. Businesses today need to consider the interaction of prospective customers, as well as customers who are already using their services and products. 

Simply creating or replying to messages with the same template is no longer enough to get customers to engage. A business needs to understand more about habits and preferences to generate engagement that meets expectations.

According to a report by Twilio, in 2023, businesses that use customer engagement platforms have improved their ability to meet customer needs. This engagement strategy needs to be used because it is proven to know what the needs of customers or customers in real time. Thus, we can fulfill all customer needs and wants quickly. 

What is Customer Engagement Platform (CEP)?

Customer Engagement Platform or CEP is a platform that helps businesses to create fast and precise customer experiences on a larger scale. With the data owned, a business can personalize communication with customers so that it can build long-term loyalty. This Customer Engagement Platform can turn interactions into profitable relationships for both businesses and customers.

Benefits of Customer Engagement Platform

We already know that customer experience has become one of the main strategies as more and more businesses use customer engagement platforms to interact with customers better. Well, here are some other benefits that businesses can get when using this CEP platform. 

Utilizing Data to Improve Customer Experience

Customer loyalty is formed, one of which is with a personalized customer experience according to the expectations and needs of the customer. For example, we as people who consume digital streaming services often receive recommendations based on our data in the streaming platform.

The problem is, to be able to get data that can support the personalization of customer interactions is very difficult. Businesses need to spend a lot of resources such as time, and money to create an integrated system like this. For this reason, utilizing a modern customer engagement platform will make it easier for businesses to produce the best output based on data from customers directly. 

Interacting with Customers Directly

CEP platform is able to generate personalized customer interactions based on customer needs. In addition, a modern CEP platform can also connect with various communication channels so that it can perform interactions on various channels. Thus we can massively improve customer experience. 

Customizing Business Needs

Businesses also have the flexibility to improve and customize business needs when using a CEP platform. 

For example, a business changes the portion of email marketing to be lower than the use of social media as the main channel. Or the use of AI Chatbot to help customers solve problems faster. All of this can be generated from data on business changes or developments.

Customer Engagement Platform vs CRM

Some businesses are still often confused about what exactly is the difference between a customer engagement platform and CRM. The explanation below will shed some light on the key differences between customer engagement platform (CEP) and customer relationship management (CRM):

  • CRM is a smaller solution (a specific team or division), whereas CEP is a company-wide platform.
  • CRM is operational while CEP is more about coordination and collaboration.
  • CRM is a limited system in terms of customer engagement, whereas CEP is a platform designed for engagement that supports large scale.

Customer Engagement Platform Solution

As a customer experience solution service provider, KPSG has an Intelligent Customer Experience solution. This system has the ability to integrate various technology and communication channels ranging from telephone to digital channels. In addition, KPSG solutions also have the ability to integrate with various technologies such as CRM applications. The main features offered include Interaction Management, Agent Management, Content Management, Data Management, and Security Management.

Generate Modern Interactions With KPSG

A satisfied customer will help a business grow in a satisfied manner. Customer satisfaction needs to be maintained and improved continuously to generate loyalty. Improve customer experience with KPSG, you can communicate effectively in order to realize continuous customer satisfaction.
To be a leader in your industry, it is important to serve customers across multiple communication channels, so that we can come up with the best solutions for them. Contact us to understand more about how KPSG can help your business.