DX United

Your All-In-One Basic Guide To Customer Engagement Platforms

Customer Engagement Platforms

Customer engagement software helps companies engage customers and increase their customer base. It allows for conversations to be conducted between customers and businesses, which leads to better customer support. It also allows their customers to interact with brands so they can make informed decisions and be more engaged.

This platform should be able to provide relevant information to help customers find the answers they need and solve their problems as quickly as possible. It helps companies engage their customers in different ways – through data-driven insights, continuous monitoring of customer behaviour and usage, personalised recommendations, social media content, etc. 

Customer engagement platforms are a way to improve customer service and loyalty. They help the brand better understand its customers’ needs and provide them with a more personalised experience. Book a call with DX United to build your brand’s customer engagement software and perfect an omnichannel workflow within your platform.

How A Customer Engagement Platform Works

On the platform, a customer’s action or inaction in digital channel functions as a condition to trigger an event that can be observed within the same channel or on a different one. 

A good customer engagement tool works seamlessly with different analytics and interaction tools, including email marketing automation, survey forms, call masking to keep phone numbers private, dashboard notifications, and programmable messaging.

Omnichannel workflows like the one above can be created even without different applications. You can build on all these interactions and make them available within one platform to manage your work efficiently and avoid delays.

With a good engagement platform, you can have a one-stop shop for everything you need and avoid fragmented customer experience.

The Rise of Customer Engagement Platforms: How It Benefits You As A Business Too

Customer engagement is a key part of the digital marketing strategy. It is a process that helps companies to get more customers and keep them engaged with their products and customer service. In fact, about about 86% of consumers are willing to spend more when they experience good customer care.

However, customer engagement platforms are still in their infancy, and companies are still noticing their benefits for their sales and customer relationships. Nevertheless, the rise of the customer engagement platform has still changed how companies engage their customers. 

Small and huge companies disrupt industries with innovative ways of engaging customers. The introduction of various customer engagement platforms has also changed how businesses think about marketing. Nowadays, even 78% of customers prefer engaging through omnichannel platforms.

That’s why these platforms are now used to bring together tools and data analytics to improve the stack of apps and streamline workflow.

See Bottom-line Growth

The future of marketing is about high-touch interactions. As a result, there will be more demand for effective and relevant content. Companies must invest in research, development, and customer engagement strategies to meet this demand. With the growth of the digital economy and increasing number of online shoppers, companies need to understand how to engage with their customers.

It is impossible to predict the exact growth of a company in the future. However, it is possible to make a strong case for the importance of strong omnichannel strategies like customer engagement platforms. 

For example, there is a lot of buzz around customer engagement in social media marketing. Some companies are trying to move from traditional web marketing and focus on customer experience.

Centralise All Communications

Centralise All Communications

Automating a communication channel is one of the main benefits of customer engagement platforms. It makes it easier for customers to manage their accounts and brand interactions. They can get the answers to their questions more quickly instead of waiting a long time to get a response.

Most of us send out emails without thinking and without considering the audience. We send them to people who don’t fit our brand or target. If we are not careful, we can create a situation where customers get frustrated and leave us for another company or service. Therefore, it is important to centralise all communications in one place so that you can easily find the information you need and respond to any customer complaint or inquiry instantly.

Gain a Competitive Advantage

Many believe customer engagement is impossible without deeply understanding customers’ habits and behaviours. Good customer experience is one of the most important assets for a company to have. However, it’s difficult to get it right when dealing with such small numbers of users with different habits and behaviours.

To increase your customer’s wallet share, you need to understand their pain points and figure out how to solve them.

A great way of doing so is through customer analytics within dedicated customer engagement platforms. If you strongly understand your customer’s pain points, you will create engaging and relevant content that will help them solve their issues more effectively than the current solutions.

Create Cross-channel Campaigns Easily

In the past, it was difficult to create cross-channel campaigns. The main reason was that there were no good tools available that could help you with this. 

This is no longer a problem if you have a reliable customer engagement platform that can act as a contact centre. The main purpose of creating cross-channel campaigns is to increase conversion rates and increase customer loyalty by using different channels.

When a company needs to increase its sales, it can use the cross-channel approach. It is a process where the company creates multiple different campaigns for different channels and targets. 

It is very important to create cross-channel campaigns for your business. You need to reach all your customers across different channels and offer them a personalised thing such as a live chat. 

With the platform, companies have found a way to get their message across all channels (social, digital, print, broadcast) to achieve their goals and increase customer satisfaction.

Make the Most of Your Investments

Customer Engagement Solution

The most important thing about this platform is that it allows us to capture more data and make the most of it. We must be more conscious of investing in the future, not just our current projects. 

If you are looking for a way to save time, invest in the best technology with your customer engagement platform and make the most of your existing investments.

If you are investing in technology, it is important to ensure you get the best return on your investment. The more you invest, the higher the ROI will be. 

The customer engagement platform is a great way to make the most of your investments. It can save you from spending more money on a customer engagement solution and allows you to focus on what matters most – the customer journey.


Customer engagement is one of the most important business activities. Creating a customer-centric strategy that will help you increase your revenue and decrease your costs is essential. 

Schedule a demo with DX United to enhance your customer’s experience today!


What are the factors that influence customer engagement?

We have seen that customer engagement can be broken down into three factors: time, understanding, and reliability. Reliability is important for any business because it determines if you will convince your customers.

The more reliable you appear to your customers, the better your chances of making them happy with your products and services, increasing your revenue.

What are engagement emails?

Engagement emails are a great way to engage customers and build their trust. It is marketing communication designed to encourage the reader to become a customer of your company. It can get your readers’ attention and make them want to purchase from you. Engagement emails can be an effective tool for getting customers into your business or increasing sales.

Is email marketing still effective or important today?

Email marketing is a very important part of any business. Email is a very efficient way to convey your message to your customer base. It is also a good way to ensure that your content is relevant and engaging. But it can be difficult for businesses that do not understand the importance of email marketing.

It is important for companies to take advantage of email marketing and how they can increase open email rates and sales by ensuring that the companies are sending relevant and interesting emails for their customers to open.

28 November, 2022