OMNICHANNEL ENGAGEMENT

Drive engagement across every touchpoint

Design and deliver omnichannel experiences based on your customers’ behavior, preferences and lifecycle stage.

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Why you need to optimize your engagement strategy

The customer experience has shifted dramatically. Now consumers have dozens of possible channels for product research, purchases and interactions resulting in increasing demand for omnichannel environments that blend digital and physical experiences.

Brands need an omnichannel customer engagement strategy to keep up with the connected consumer but often fail in deploying one that delivers long-lasting results.

Major roadblocks to achieve omnichannel engagement

Optimizing for omnichannel engagement raises three main challenges

Data silos

When you integrate different channels into a centralized location, you are bringing together all of the data associated with them. Data formats from these channels are not uniform, making it difficult to merge and activate the data effectively.

Inconsistent communication between channels

Customer experience must be consistent across all channels. When customers visit a website, they expect the same experience at the physical store, on social media, and via their mobile devices. In most situations, the customer experience remains fragmented across the channels, including online and offline touchpoints.

Multiple tools to manage

Most point-and-click marketing tools allow you to focus on specific acquisition or engagement tactics but limit your view across the full customer lifecycle. Deep omnichannel orchestration requires an open stack platform to integrate your preferred tools and an intelligence layer to act on the customer data real time.

Orchestrate every engagement with Growth OS

Create and launch advanced engagement workflows

Automate engagement across any channel

Deliver a seamless brand experience with messaging campaigns that connect across mobile, web, and the in-app experience.

Flexible delivery

Deliver timely, personalized interactions based on customer behaviors with triggered workflows.

Build engagement flows

Build workflows that incorporate any channel, from email, SMS, customer support, ad targeting, and more.

Adapt with each customer

Access unified customer data to orchestrate a consistent, personal experience with every person and every interaction.

Unite paid and owned channels

Orchestrate once to personalize across every connected channel in your best-in-breed stack.

Be prepared for changing preferences

Set and maintain automated journey logic for customer engagement, decisions, and journey splits — so you’re ready for everything.

Predict engagement flows

Advance your campaigns by anticipating customers actions and engaging before they churn or leave your site.

Discover lookalike audiences

Determine your ideal customer persona attribute and use predictive scores to create lookalike audience segments to activate.

Choose the best channel to engage

Predict which engagement channel user will most likely respond to.

Dynamically score behavior

Score your customers based on their behavioral patterns and attributes.

Identify at risk and VIP customers

Assign scores that map to different customer lifecycle stages and personalize your engagement based on their preferences.

Determine multiple score ranges

Set up multiple score ranges to target users based on different engagement levels.

Analyze customer journeys, not just behaviors

Explore your customers’ full experience - across all devices - to understand how each interaction is affecting the entire customer experience.

Get insights on your engagement channels

Find out how each engagement channel is working to optimize spends and maximize impact.

Reach your goals with flexible KPI selection

Select the right KPI for each Journey campaign to ensure you’re optimizing towards the right objectives.

Measure everything, all the time

Go further than page views, bounce rates, and time-on-site

Multi-channel delivery

Integrate your whole marketing stack to engage customers across any channel: email, SMS, retargeting and more.

Audience segmentation

Filter and segment customers from any data type stored inside rich user profiles. Use advanced RFM segmentation and tiering capabilities.

Predictive attributes

Generate attribute values for your customers based on the trained ML model. Use the attributes to create predictive segments to engage your customers.

Engagement scoring

Score customers in real-time based on actions they take. Auto-qualify based on the continuously updating score.

Workflow control

Control the journey flow with customizable delay settings - send messages only during the peak moment.

Journey analytics

Make informed decisions analyzing data across all engagement channels.