Businesses are rapidly changing their marketing strategies to keep up with the digitized world. Customer interactions are becoming digital. This is especially true after the pandemic situation, which has created a massive boom in online customer engagement. With customers opting for digital communication over face-to-face and offline communication, businesses need to leverage this opportunity by deploying an enhanced customer experience across all digital channels. This is where Talisma’s Digital Customer Engagement Platform comes in. Our DCEP has been designed to provide customers with a seamless and unified experience across all platforms and channels, in keeping with the goals and values of your company.
Features of Digital Customer Engagement Platform
Some of the major features of DCEP platform include:
Chat & Co-Browse
The chat and co-browse solution enable businesses to deploy real-time and prompt communication with customers on their website and social media channels. The chat solution is of two types – proactive and reactive. A proactive chat solution triggers an informative chatbot based on certain predefined actions that the customer must take. For instance, if a customer adds something to the cart and does not proceed to the next step within 5 minutes, a chat popup can appear providing help. Reactive chat, on the other hand, refers to a chat solution that is used to respond to customer queries and issues. Our powerful co-browse solution enables agents and customers to simultaneously view website pages, thereby allowing agents to predict customer issues and help them.
Launch box is an outcome-driven launch program part of Talisma’s digital engagement platform. This service handles the end-to-end launch process to guarantee successful brand activation. The launch box improves the omnichannel lead nurturing process by using a built-in weighted index model that identifies hot leads. This solution also gathers and analyses actionable business insights that can help in optimizing the launch marketing campaigns, in order to generate improved results.
Business transformation is dependant to a large extent on the use of advanced virtual technology. Talisma’s omnichannel digital platform consists of virtual customer assistants that are a holistic combination of AI and Talisma’s deep Customer Engagement Suite. These virtual bots can be integrated across multiple platforms, from email to website chat to engage with customers and accelerate business initiatives. The bot framework comes with advanced and efficient features like Intelligent Ontology Builder, Real-Time Sentiment Analysis, NLP Engine, and Machine Learning Capabilities.
Knowledge Base Software
Knowledge is power. Your agents and employees need to be empowered with prompt and easily accessible knowledge to be able to take the necessary decisions, as and when required. The Knowledge Base Software is an innovative feature of our digital engagement platform which provides instant access to critical information related to the core functions of your business. This software product can be used to develop content that is targeted and tailor content delivery based on different audiences. The knowledge base software can also help in analyzing insights and track results on knowledge results and ensure that the content provided can be optimized to be more helpful for customers.
Social media is where your customers are. Businesses that are able to leverage the power of social media can drive engagements at low costs. The social management tool in our digital customer engagement platform allows marketers to engage with their audience via social media channels. This includes finding new customers, reaching out to them, strengthening relationships, and more. Talisma’s social management platform can help you with social commerce, social collaboration, and social measurement. This tool is an effective medium through which the power of social media can be harnessed to drive superior results.
Lead Management System
Business continuity depends on having a robust and scalable sales pipeline. This is where our lead management system can help. This lead management system manages end-to-end lead tracking, from contact to conversion, enabling a higher number of leads to reach the end of the sales funnel. Features like data clean up, deduplication and data compression ensure that only superior quality hot leads pass through the sales pipeline. It provides an omnichannel, unified platform which can amalgamate leads from multiple sources and channels, making it easier for your marketing and sales staff to convert the leads. Actionable intelligence capabilities allow marketers to actually listen to the customers and understand their pain points across different stages of the digital customer journey. This, in turn, helps in optimizing the customer journey to guarantee an enhanced experience for the customers.
Customer Analytics Software
The success of any marketing strategy depends upon analyzing important metrics. This customer analytics software provides predictability across customer interactions. This helps in identifying possible bottlenecks and gaps and working towards removing the same. With this analytical tool, marketers can validate customer data, study campaign responses and suggest campaign parameters that can help customers better engage with the brand. This product uses advanced bots to capture relevant customer insights which can then be used to improve advocacy, lower attrition, improve offerings, and better engage with customers.
Talisma’s digital customer engagement platform is a one-stop-solution for all your marketing requirements. Apart from the above features, our digital engagement platform comes with several other capabilities that we will be talking about in the next blog. This easily deployable platform can help you in engaging with your customers across all touchpoints and generating better results.
To drive engagements and conversions with our omnichannel digital platform, get in touch with us.