Engagement Platform For Retail Brands: Engaging with your customers is a matter of life and death for brands. In fact, almost two-thirds of a company’s profit is the result of effective customer engagement strategies.
The engagement platform must-have technology for retail brands.
Customers’ needs and expectations are changing, and the bar has never been limited for Customer Experience. Retail Brands that want to improve their ROI (Return on Investment) must invest in the right engagement platform.
When the entire User journey is tailored and personalized end to end, across all the digital touchpoints, retailers can enjoy the unmatchable benefits.
The Retail brands need an Engagement platform that empowers the retail store team with a 360-degree customer view. An Omni Channel approach is the key if they Retail brands want to achieve their Engagement and retention goals.
Today customers are available on all channels like Email, SMS, Voice, WhatsApp Business, RCS (Rich Communication Service powered by Google), True Caller Messaging, Browser Push, Web Push, App Push, App Push, Chat, Facebook Messenger, Instagram, Social Media platforms, phone support, POS and more.
CDP (Customer Data Platform) and Engagement Platform for Retail Brands are the real game changers when it comes to customer retention and Conversions.
7 Factors To Consider On An Engagement Platform For Retail Brands!
1- Scope of work and BRD
The retail brand must first define the scope of work and Business requirements in detail. To build a detailed SOW the Retail brand must involve all the major departments starting from IT, Data Security, Analytics, POS, Online, Digital Marketing, Website, CRM, Inventory, Payment gateway, and more.
The technical team must share all the technical requirements in detail to avoid technical misfits.
2- Easy and Smooth Integration
One of the most critical components while considering the Engagement platform is to understand the integration efforts as it is complex and needs multiple API integrations.
Retail brands must engage the Tech Team at the initial level and share the requirements in advance. If the aim is to get a 360-degree/ Unified view of the users then it’s important to understand the 360-degree implementations across all the Applications, CRM, Inventory, website, App, Lead Management system, POS, Social Media platforms, Server level integration, and more.
What are the timelines for the integration? What are the manpower efforts required from both parties? Is there any complex Integration?
3- Data Security
Retail brands have a huge data set across the Globe and retail brands must know the data hosted server, IP and Server location details. The IT team from Retail brand can share the Data security-related questionnaire/ requirements in advance. Data Security is key for any brand and it’s the real balance sheet of any brand.
4- Engagement Platform Capabilities
There are 11000+ Engagement platforms available today and it’s important to understand platform capabilities. A platform has majorly 4 pillars which includes Technical/Operational capabilities, Campaign Execution Management, Customer Journey Orchestration and Analytics.Â
Retail brands must understand their business requirements, Use Cases, Data Security, and Integration possibilities and finalise the Engagement platform accordingly.
5- User Friendly and Scalable
The Engagement platform has to be User friendly so that teams across verticals can use the same. The Service provider can provide the training session and dedicated workshops. The Engagement platform can easily scalable and manage the high volume and time sensitive campaigns easily.
6- Stability and Security
The platform must be statable and store the entire data sets, events, and historical data bases. The platform must follow all the ISO Standards, GDPR Compliance and NDA can be signed between both the parties.
7- AI Powered Engagement Platform
We are living in the world of AI and It’s important to adopt an AI powered Engagement Platform which helps the brands to take corrective action based on Predictive segments, Suggestions, and recommendations by the platform itself. The AI platform can also support Content creation as per the brand requirements.
Customer Engagement is the bread and butter for any brand today and digital transformation is the need.
As the quote stated by Bill Gates – The first rule of any technology used in a business is that automation applied to an efficient operation will magnify the efficiency.
The second is that automation applied to an inefficient operation will magnify the inefficiency. The Retail brands must do the right homework and explore the best possible solutions before finalising any Engagement platform.
We at EnR, working with Top Global and domestic Technology partners who are pioneers in the Engagement and retention economy. Do you want to save your time? If Yes, Let’s connect and discuss the best possible Engagement platform for your Retail brand.
For More Visit to www.enrcloud.com or write us at hello@enrcloud.com
Also Read- Customer Journey Maps: Know the Importance and Creation
Amit Bhateja is the co-founder of enrcloud and helping brands and Unicorns from the last 15+ years and overachieve their Engagement and Retention goals. He is passionate about solving customer problems with modern technology, new age solutions, and consultancy approach. Besides Building ENR, He enjoys reading books, spending time with his family and Teammates, traveling, meeting new people, learning new things, and love to close the business deals.
