The term “customer engagement platform” is also used to describe products focused on specific functions like marketing automation or loyalty programs. So be sure to drill down into the features of customer engagement platforms you’re evaluating. You want to make sure they fit your business needs. (back to top)
what is the difference between a crm and a customer engagement platform?
How does a customer engagement platform relate to a customer relationship management platform? First, let’s define customer relationship management (crm) platform. A crm tracks afghanistan phone number list all your interactions with customers different channels. It helps you stay connected to customers, streamline processes, and improve profitability.
To become a customer engagement platform, a crm needs customer engagement tools. These include live chat, chatbots, phone, and omni-channel case routing. This last component is key. Omni-channel case routing allows for omnichannel engagement. This means you can connect with customers on their preferred channel. Your team sees each customer’s history, no matter which channel is used. When you layer on trusted ai and reliable data, you now have a customer engagement platform that transforms how you deliver service.