A Must Have Feature List To Look Out For In Customer Engagement Platforms

Customer engagement has become a huge thing today. Brands wish to deliver their best every time to any and every customer in the thickly competitive markets today. 

Customers today get to review their options and select a customer engagement platform that has some or all the following listed as customer engagement pointers. Always advice every customer to choose wisely keeping key factors in mind:

Functionality and channels

One’s choices for a customer engagement platform depends on functionality to be provided and the channels it must support. To get this right, one must have a clear idea of all the points to be touched upon for your customer journey transformation and your goals ahead.

Pro tip! Opt for platforms supporting one-or-two channels well and integrates seamlessly into your tech stack with others. Reference examples for the same.

  • Need to automate email? Choose an email automation tool
  • Need to engage with users on your website? Choose a chatbot tool
  • Need to personalize user on-boarding? Choose an in-app onboarding tool with an email automation tool

Advanced segmentation capabilities

Love to personalize communication for users? Divide your users into smaller more defined categories. It delivers the right message to the right group at the right time.

Choose customer engagement platforms that group customers based on:

  • Demographics – customers’ company size, browser, location, etc.
  • User persona – who the customers are and what they are trying to achieve
  • User journey analytics – what stage they are in the customer journey
  • Product usage – how they are using your product

Customer segmentation helps you message relevant, contextual and personalized messages at various stages of the customer journey transformation to improve their experiences.

Advanced personalization capabilities

Clearing the myth with this one. Personalization is customizing communication based on a user’s needs and wants. Segment your users by what they want to do to help them do what they set out to do.

To personalize your engagement right, follow some tips listed below:

  • Decide the common reasons why users choose your product
  • Create a micro survey with these reasons as options on your welcome screen
  • Tailor the onboarding experiences based on the various options

Book a demo today!

Behaviourally triggered automation

Creating basic time-based automation is commendable. What can help you create advanced automation supporting better experience?

a) Contextual communication

This simply means delivering the right message at the right time to the relevant user, using the right channel.

Advantages? Hits the right tone the customers want at the right moment

b) Behavioural messaging

Behavioural messaging involves deploying relevant and user-centric content to your users immediately after they perform certain actions which trigger specific events in your SaaS.

Guess why? It makes messaging relevant to your customer’s experience ensuring communication is contextual and pin-point. Time management is the key.

5. Seamless third-party integration

For a customer engagement platform to do its job, it should be integrated seamlessly with your current tech stack. That way, the flow of information in and out of your CEP becomes automatic, so assure yourself for any misses.


That’s the goal of customer engagement platforms: to cultivate brand advocacy in the customer base. It will handle the basics, also allows one to store all user interactions and gives a way to communicate with users based on their activity.

Talisma helps clients with customer engagement, how to use customer engagement marketing in campaigns. Contact us to give your customer experience that will keep your brand top of mind for new and existing customers.

2022-10-19T01:58:17+05:30July 5th, 2022|

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