Satisfied customers are instrumental
to a company’s popularity, goodwill, and profitability. A seamless customer
experience enhances engagement with the brand and breeds loyalty. According to
research done by Gallup, a fully-engaged customer brings in 23%
more revenue and profitability compared to an average
customer. The Gallup research further reveals that interactions and engagement
with the brand strongly influence a customer’s buying decisions rather than
rational thinking.
The brand loyalists purchase more and
refer more compared to average users. Businesses across several verticals have
identified the need for robust customer engagement tools. Gartner estimates
suggest the customer experience and relationship management software market is
valued at US$48.2
billion and rising. However, there is no one method to engage and
interact with consumers effectively. Stuck in the vicious circle of trying out
new tools and software, companies end up spending millions on customer
engagement and relationship solutions.
It is becoming increasingly difficult
for Small and Medium-sized Businesses (SMBs) to put that amount of money into
building an app or a marketing website for customer engagement. However, the
current market demands an online presence to interact with the customer and
manage relationships. Microsoft has an out-of-the-box customer
Engagement Solution to address all issues concerning customer relationship
management. Available for free with the Office 365 suite, Kaizala appprovides the option to create
customer engagement group and add features like ratings, raising issues,
business enquiry, and more. This functionality is a boon for SMBs, who can now
engage with customers without having to spend thousands of working hours and
marketing dollars into building a website or an app.
The
customer engagement groups can be set up within 5 minutes and can be made
discoverable within 500 Kilometers. The range of discoverability is
customizable as per business needs. Businesses can promote new releases,
announce product launches, or communicate policy changes to all the consumers
within the group. Organizations can upload Brochure, Contacts, and Terms &
Policies, which can be accessed readily by the consumer. Furthermore, customers
can raise business enquiries using the platform, which can be addressed
accordingly.
Features and
functionality offered by the customer engagement solution.
Gathering customer feedback has been
made easy with the rate us feature. Businesses can run polls and surveys for
collecting additional insights. Another critical issue addressed by the
engagement group(s) is resolving customer issues. Customer dissatisfaction can
prove detrimental to business growth, and often, the dissatisfaction arises
from delayed resolution. Using the group features the businesses can track and
resolve the issue on-time without any holdup. Companies can further expand
their reach by utilizing referral functionality, which enables satisfied users
to spread the word over social networks.
The Customer Engagement Solution from
Kaizala provides Small and Medium-sized Businesses a comprehensive tool to
interact with customers, gather feedback, collect insights, resolve queries,
and acquire potential leads, at the click of a button.
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