A best-practice approach to customer journey tracking helps you foster loyalty, boost revenue and improve operational efficiency. Here’s how to do it.
London, UK, 23rd March 2020 – Responding to growing consumer demand for 24/7 customer experience, Engage Hub, the data-driven customer engagement solutions company, is building on its proposition by launching the Engage Hub Web Chat widget to help organisations better engage with website visitors, increase conversion rates, improve operational efficiency and reduce costs
Driven by cutting-edge artificial intelligence, Web Chat powers fully automated chatbots and virtual agents that provide website visitors with a quick and easy way to get their questions answered. It provides a personalised self-service experience that nurtures customers along their journey, improving an organisation’s operational efficiency and reducing costs by freeing up human agents for more complex queries.
The Web Chat widget is aimed at organisations from all industries and can be fully customised to meet the needs of an individual organisation and ensure the tone and design of the chatbot is in line with an organisation’s brand.
The capabilities for Web Chat include:
Engage hub platform provides full cross-channel capability enabling your customers to have a consistent experience no matter what the channel – now including Web Chat. From identity verification to order information, the platform automatically pulls real-time information from various data sources needed to answer routine queries.
Through the Engage Hub platform, you can roll out your chatbot to give your customers a human-like experience that enhances your brand. Thanks to its cutting-edge technology and advanced Natural Language Processing (NLP) capabilities, Web Chat continuously improves as it learns from interactions, so there are ongoing and automated enhancements.
Customer Journey Tracker, our journey insights tool, gathers information directly from your Web Chat chatbot and other core systems, so you maintain a clear, accurate view of the customer journey. It adds an extra dimension to your customer service and website analytics, helping you make data-driven improvements so that your customers get seamless experience.
Karen Waters, Product and Marketing Director at Engage Hub said: “We’re delighted to be launching the Web Chat widget as the latest part of the Engage Hub offering. For businesses across all industries, virtual assistants are imperative in establishing stable relations with customers who want their queries and issues resolved quickly. As the potential for artificial intelligence continues to grow, chatbots remain the clear early success story of the technology and play a key role in delivering outstanding customer experience.”
Chris Wallbank, Product Owner at Engage Hub added: “Web Chat enables customers to add the same level of intelligence from their website interactions as their other channels. Websites continue to be a customer’s first port of call when contacting a brand or trying to find out more information. The widget enables organisations to strike up a conversation with any customer about any issue at any time of day. Chatbots engage in friendly interactions with customers and only answer enquires that have been asked so don’t tire customers with irrelevant and unnecessary information.”
About Engage Hub
At Engage Hub, it’s our mission to make sure your business treats your customers as individuals to engage each and every one, so you win them over faster and keep them for longer.
With over 30 years in the business, our services have evolved alongside the needs of our clients, including some of the world’s most successful brands across the financial services, utilities, telecoms, retail and logistics sectors. We understand the challenges you face – from data silos to legacy systems – and have built intelligent, intuitive and effective solutions that work for you.
Our commitment to excellence has helped us build a reputation as the leading global provider of data-driven consumer engagement and customer retention solutions. At a time when brand loyalty is at an all-time low, our data orchestration technology delivers the kind of experiences your customers have now come to expect. So, you can always keep them engaged and happy.