Get it in your inbox

Please enter your work email

Thank you for your interest in CleverTap

We’ll get back to you soon!

CleverTap
  • Product
  • Industries
  • Successes
  • Resources
  • Company
  • Login
  • Get Started
  • Product
    CAPABILITIES

    Analytics & Insights Real-time analytics to uncover user trends and track behaviors

    Automated User Segmentation Create actionable segments with ease and perfect your targeting

    Omnichannel Engagement Engage users across mobile, web, and the in-app experience

    Journey Orchestration Visually build and deliver omnichannel campaigns in seconds

    Campaign Optimization Purpose-built tools for optimizing all of your campaigns

    Lifecycle Optimization Guided frameworks to move users across lifecycle stages

    Feature Highlights

    RenderMaxTM

    Push Notifications

    Email Automation

    WhatsApp

    In-App Messaging

    Web Messaging

    SMS

    Signed CallTM

    PRICING

    Pricing and Plans

  • Industries
    Industries Learn about the results we drive across industries

    Gaming

    Ecommerce

    FinTech

    Media & Entertainment

    Travel & Transportation

    Food Tech

    Subscription Apps

  • Successes
  • Resources
    Resources Industry data, best practices, & product releases

    Blog

    Case Studies

    Webinar & Events

    Videos & Podcasts

    Whitepapers & Ebooks

    Guides

    Benchmark Reports

    Product Releases

    Interactive Tools

    Demo Center

  • Company
    Company Who we are, our mission, news, and open positions

    About Us

    Partners

    Press & Media

    Careers

    CleverTap4Good

    Contact Us

  • Get Started
  • Login

Customer Engagement Guide

  • Chapter 1

    Customer Engagement Essentials: A Comprehensive Guide

  • Chapter 2

    How to Design a Winning Customer Engagement Strategy

  • Chapter 3

    How Customer Engagement Marketing Can Build Client Relationships

  • Chapter 4

    How a Customer Engagement Platform Can Help You Optimize Client Interactions

Facebook Twitter Linkedin

Download Guide Here

  • Customer Engagement:
    Here’s Everything You Need To Know

    What is customer engagement? Learn the definition, why it’s important, and the benefits of increasing your customer engagement initiatives.

    A customer engagement platform provides the most efficient way to implement the customer engagement strategies we’ve been discussing in previous chapters. A customer engagement app lets you optimize your clients’ journey by automating the delivery of personalized communications across multiple channels. This goes beyond the conventional customer Relationship Management (CRM) app by allowing you to actively manage your audience’s engagement with your software, not just passively track contacts with your sales team. An omnichannel customer engagement platform can let you communicate with customers across all channels, analyze client behavior, and segment message recipients for personalized communications.

    In this final chapter of our guide, we’ll cover what you need to know about customer engagement platforms to put them to practical use. First, we’ll look at what a customer engagement solution is and how it differs from a CRM app. Then we’ll examine what customer engagement tools can do for your business. Finally, we’ll walk you through what to look for when choosing a customer engagement solution.

    What Is a Customer Engagement Platform?

    A customer engagement platform (CEP) is a digital app designed to help you optimize your client interactions by automating the delivery of personalized messages across all channels. This lets you customize messages based on variables such as where your client is in their customer journey, their purchase history, what they’re doing, what type of device they’re on, and what communication channel they’re using.

    A digital engagement platform collects data about your customers from multiple channels into a single database to afford you a comprehensive analysis of client behavior at different points in their customer journey. You then can segment clients based on specific criteria to deliver more customized messages. An omnichannel customer engagement platform lets you personalize messages delivered across any channel, including:

    Artboard-1%402x

    Tailoring your messages to customers’ channel preferences, behaviors, and other characteristics helps you deliver more relevant communication that better addresses customer needs. This produces better experiences and higher satisfaction, helping convert leads into customers, nurturing long-term customer loyalty, and promoting brand advocacy. In this way, a CEP serves as a powerful tool to automate your customer engagement marketing strategy.

    What’s the Difference between a CRM and a Customer Engagement Platform?

    While customer engagement platforms may sound reminiscent of customer relationship management apps in that both utilize client data, CRMs and CEPs serve significantly different functions. Essentially, CRMs track customer data involving customer interactions with sales and marketing teams, while CEPs both track and optimize data on customer engagements with your software products. To clarify this distinction, compare the characteristics of a CRM with those of a CEP:

    A CRM is a database of contacts that enables companies to collect information from interactions with leads, prospects, and customers. For example, a CRM may store contact information such as name and job title, data about contacts between leads and your company, and customer purchase history. Sales and marketing teams may use this information to schedule sales appointments, optimize presentations, and manage sales teams.

    A CEP uses artificial intelligence and machine-learning technology to map out touchpoints throughout the customer journey and design personalized experiences that increase customer loyalty, satisfaction, and advocacy. With the customer data analytics from a CEP, you can continuously improve customer experiences and engage your customers across all channels.

    So a CRM stores and deploys contact information about interactions between customers and your sales team, whereas a CEP uses information about customer interactions with your product to track and optimize engagements. This makes CRM and CEP tools support each other rather than compete. For example, data from the lead management tools in your CRM can be used in your CEP to nurture leads that didn’t convert right away and turn them into conversions.

    Start your Customer engagement journey with CleverTap Today
    Click Here

    What Does a Customer Engagement Platform Do?

    So what can you do with a customer engagement platform? A full-featured engagement app such as CleverTap can perform several important functions to support your customer engagement marketing strategy. These fall into two major categories:

    • check Omnichannel engagement: Engage users across messaging touchpoints from all channels throughout your customer’s journey to reach them in the right place at the right time.
    • check Analytics and segmentation: Utilize real-time user data to create personalized experiences at precisely the right time in the customer’s journey.
    Personalize Conten
    Cross-Channel
    Messaging

    Engage users across mobile, web, and the in-app experience

    Learn more
    Personalize Conten
    Campaign
    Optimization

    Purpose-built tools for optimizing all of your campaigns

    Learn more
    Personalize Conten
    Journey
    Orchestration

    Visually build and deliver omnichannel campaigns in seconds

    Learn more
    Personalize Conten
    User
    Segmentation

    Create actionable segments with ease and perfect your targeting

    Learn more
    Personalize Conten
    Behavioral
    Analytics

    Real-time analytics to uncover user trends and track behaviors

    Learn more
    Personalize Conten
    Lifecycle
    Optimization

    Guided frameworks to move users across lifecycle stages

    Learn more

    A best-in-class customer engagement platform such as CleverTap supports all these functions. Not all apps will deliver this full range of functionality. Perform due diligence in reviewing features when selecting a platform to meet your needs.

    What Are the Benefits of a Customer Engagement Platform?

    What can a customer engagement platform do for you? An omnichannel customer engagement app can help you automate your customer engagement strategy to achieve your engagement goals more efficiently. These include:

    • check Revenue growth: By optimizing engagements with your customers, an engagement platform ultimately helps you better acquire and retain customers for higher revenue
    • check Increased user retention and customer lifetime value (CLM): By delivering clients better experiences, a customer engagement platform can help you retain customers, translating into more dollars spent per customer over a more extended period of time
    • check Reduced customer acquisition costs: By helping you retain more clients, a customer engagement platform also helps you reduce the amount you need to spend acquiring new customers.
    • check Increased user engagement and better customer experiences: The benefits described above stem from the optimized communications, better engagement, and better experience a customer engagement platform enables.

    The combined effect of these benefits makes a customer engagement platform invaluable for any company which engages customers digitally.

    Core Features to Look for in a Customer Engagement Solution

    When selecting a customer engagement SaaS provider, a few features are especially important to consider. Concerning omnichannel communication capability, look for a platform that supports all the important channels you and your customers use. These include:

    Personalize Conten
    Push notifications

    To reach users not currently in your app with pop-up messages that reach them where they’re at

    Learn more
    Personalize Conten
    Email automation

    To reach customers by email with personalized messages tailored to every stage of the buyer’s journey

    Learn more
    Personalize Conten
    In-App messaging

    Talk to your customers in your app to enhance their in-app experience

    Learn more
    Personalize Conten
    SMS messaging

    Text messages nurture brand engagement with timely communications

    Learn more
    Personalize Conten
    WhatsApp

    Connect with customers on the world’s most widely-used messaging app

    Learn more

    Concerning analytics and segmentation, a couple of features stand out as especially important:

    Personalize Conten
    Personalization

    Using analytics to personalize your emails and segment them by user behavior multiplies the impact of your messages

    Learn more
    Personalize Conten
    A/B Testing

    Split testing lets you optimize your user interface and user experience based on hard data, not guesswork

    Learn more

    When reviewing SaaS providers and apps, you may also wish to review case studies to see how the platform you’re considering works in action.

    Get Started With a Customer Engagement Solution

    In this comprehensive guide, we’ve walked you through what customer engagement is, how to develop your engagement strategy, how to integrate your strategy with engagement marketing, and how a customer engagement platform can help you automate your strategy. Now it’s time to put what you’ve learned into practice.

    If you’re looking for a customer engagement platform, you’re already in the right place. CleverTap offers a one-of-a-kind automated, scalable, and secure ecosystem which encompasses all the communication channels you need for effective customer engagement. CleverTap helps companies understand, segment, and engage users in real-time using context and powerful artificial intelligence and machine learning models.

    Get a live demo to discover how CleverTap’s integrated analytics and engagement platform can fuel your company’s growth by driving customer retention.

    Book a Demo
    Previous Chapter
Product
  • Cross-Channel Messaging
  • Campaign Optimization
  • Journey Orchestration
  • Audience Segmentation
  • Behavioral Analytics
  • Lifecycle Optimization
  • Security and Compliance
  • Pricing and Plans
  • CleverTap Basic Plan
Feature Highlights
  • RenderMaxTM
  • Push Notifications
  • Email Automation
  • WhatsApp
  • In-App Messaging
  • Web Messaging
  • SMS
  • Signed CallTM
Industries
    • Gaming
    • Food Tech
    • FinTech
    • Media & Entertainment
    • Travel & Transportation
    • Ecommerce
    • Subscription Apps
Successes
  • Customer Spotlight
  • Case Studies
Resources
  • Blog
  • Case Studies
  • Webinar
  • Videos & Podcasts
  • Whitepapers & Ebooks
  • Guides
  • Benchmark Report
  • Product Releases
  • Interactive Tools
  • Demo Center
  • Developer Documentation
  • Product Documentation
  • CleverTap Tech
Company
  • About Us
  • Partners
  • Press & Media
  • Careers
  • CleverTap4Good
  • Contact Us
CleverTap is a leader across multiple categories on G2 CleverTap is a leader in Mobile Marketing on G2 CleverTap is a leader across multiple categories on G2
ISO2700 SOC2 GDPR CCPA HIPPA AWS PARTNER AWS PARTNER
CleverTap
  • Facebook
  • Twitter
  • LinkedIN
  • Youtube
  • Instagram
Contact Us
Terms of Service Privacy Policy CCPA Privacy Notice Privacy Shield Policy

© 2013 onwards. All Rights Reserved. CleverTap is brought to you by WizRocket, Inc.