How to Decide When Your Business Needs a Customer Engagement Platform

  Taylor Pettis    July 8th, 2020

Customer Engagement Platform Illustration

Your company’s relationship with its audience is one of the most important metrics to focus on. In fact, studies have shown that people are far more likely to interact with a brand that they trust than one they don’t.

Interacting with your audience isn’t always optimized, though, which may result in you not getting as much out of your customer relationships as you could. Fortunately, making use of a customer engagement platform can resolve many of these issues.

Not sure where to start? Don’t worry, we’ve got you covered. Let’s take a look at everything you need to know about when to use a customer engagement platform.


As you may expect, taking advantage of a customer engagement platform will serve to enhance your company’s overall customer service.

One of the most prominent ways you can do this is through real-time engagement with your audience. Otherwise, you run the risk of potential buyers leaving your site if they’re unable to find answers to their questions.

How you choose to go about this is up to you, though the simplest ways are through either chatbots or live chat options. Incorporating both is a reliable method to ensure that your audience’s needs are met.

For example, a chatbot is likely able to point customers in the right direction to answer their concerns. If not, they can take advantage of a live chat option in order to find a solution.


The more pleasant you can make your customers’ purchase experience, the more likely you’ll experience the following two outcomes:

  • They’re more likely to go through with the purchase
  • They’re more likely to make another purchase in the future

In the context of using a customer engagement platform, you can enhance this experience by learning from their behavior. You can also recommend products or services that they’re likely to be interested in.

AI is useful for this endeavor. Not only will it learn exceedingly fast, but it will also be able to provide offers and recommendations when your customers take a specific action.

For instance, your engagement platform’s AI may provide a repeat customer at a fashion company’s website with an entire outfit that would suit them. This will make them more likely to browse the page!

While the exact uses will vary depending on your industry, the concept remains the same. Guiding members of your audience during their search should be your main priority.

What are the Top AI Trends for 2020? Find out now.


One of the most important utilities that a customer engagement platform can offer is the capability to learn from your audience’s behavior.

As previously mentioned, AI is perfectly capable of doing this on its own. But, there’s something special about getting an in-depth look at how long your customers spend on specific pages, what type of links of photos they click on, etc.

Additionally, you can also see what type of items they’re leaving in their cart, or at what point they tend to get interrupted during the process.

This will clearly lay out the path toward accommodating your customer’s needs. By eliminating the triggers that disrupt their purchase, it’s likely that your company experiences a sharp uptick in sales.

Find out How to Conduct Customer Behavior Analysis


We’ve covered chatbots and general AI. Automation, though, has just as much usefulness.

In fact, it can significantly increase revenue on its own.

The most notable benefit is cutting repetitive tasks from your employees’ obligations. As a result, they’ll be able to focus more on the core elements of their role.

A typical scenario where automation comes into play is scheduling and followups.

Many businesses incorporate a feature that provides their clients with an opportunity to schedule a meeting or call. Afterward, you’ll receive a notification and can begin to prepare.

Similarly, automated followups will also enhance your customer’s experience in the same way a manual followup would. In general, this will be a message thanking them for their business that also offers a way to voice any questions or concerns they may have.

Perhaps one of its greatest uses, though, is the ability to monitor your clients’ accounts and reach out to them under certain circumstances. Those whose contracts are about to expire or have been long term customers could be offered certain deals or promotions.


The spike in ROI that companies experience from integrating a customer management platform is a result of a handful of factors.

Primarily, the time this technology saves can drastically increase your company’s efficiency, allowing you to generate more revenue in a shorter period of time. But, enhancing your customer’s experience will also lay the foundation for them to promote your product or services on their own.

This is especially true on social media where people typically share this type of information with their friends and family. At the very least, they could share content that you post with their followers.

Regardless of what product or service of yours that people promote, they’ll establish trust in your brand. Since people generally listen to their friends and family when it comes to recommending reliable companies, this is an invaluable asset.


But it doesn’t have to be.

With the above information about using a customer engagement platform in mind, you’ll be well on your way toward making the decision that’s best for you and your company.

Want to learn more about how we can help? Feel free to get in touch with us today to see what we can do.


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