Customer Engagement – One Customer at a Time
Proactive Management of the Customer Experience
Consumers today willingly pay a 16% premium for a better experience with their providers. On the flip side, they are quick to switch brands after an inferior one: A recent study determined that 32% of customers would leave a brand they love after a single bad interaction. For this reason, most companies feel it is imperative to proactively manage their customers’ experience to achieve long-term success.
Customer-centric companies undertake vast projects to map their customer journeys, identify the desired future-state, and changes they need to make. The challenge lies in execution. With thousands or even millions of customers flowing through complicated journey maps, organizations struggle to understand where their customers are in their individual journeys, where they encounter friction, and how the company can improve processes.
In an effort to achieve true customer engagement, enterprises struggle to provide personalized communications at scale, taking into account each individual’s preferences such as language, communication channel, and time of day, among others. They seek to deploy digital experiences that differentiate them from their competitors, engage their audience, and enable self-service—all optimized for any device their customers might use.
Customer Experience Automation tools by Ecrion enable enterprises large and small, across a broad range of industries, to map their customer journeys, monitor and proactively manage their customers’ experiences, and interact with their customers in a way that builds true engagement and long-lasting loyalty.
Customer Experience Automation Capabilities
Customer Journey Mapping
Map customer journeys with milestones and identify Moments of Truth. Trigger personalized communications at critical points of the journey. Track each customer’s progress, the number of customers are at each milestone, and identify where customers encounter friction or fail to convert. Remedy issues, adapt to changing market conditions, measure improvements, and iterate to optimize the customer experience.
Digital Experience Platform
Meet customers wherever they are—on any device, at any time, with flexible, purpose-built digital experience tools optimized for each user’s screen. Empower customers with self-service capabilities that drive down call center costs and improve customer satisfaction. Rapidly deploy a single point solution to solve an immediate pain point, or several together to automate a cohesive customer journey.
Customer Engagement Monitoring
Empower Customer Service Agents with a full 360-degree view of communications with each customer, and their progress through the journey. Track interactions with electronic communications as well as activities on digital interfaces. Leverage engagement dashboards to measure customer engagement, identify successful communication tactics and areas for improvement.
That Monkey Stole My Phone!
CX Automation Isn’t Monkey Business.
Customer Communications Management
Capture and maintain customer preferences, personalize communications based on those preferences, and deliver them via the customer’s selected channel. Leverage Ecrion’s Customer Communications Management solution to send the right message at the right time in the customer journey. Send fully automated communications from the Journey Map or on-demand, initiated from a digital experience interface or call center agent.
Measure the success of a new customer journey map with executive dashboards containing standard and customized analytic tools. Identify trends in both the customer base and the broader market, and react as needed. Assess the performance of specific campaigns and individual communications to improve effectiveness. Calibrate communications and tactics for optimum impact.
Fillable PDFs and Online Forms
Complete forms, personalized letters and other correspondence by gathering data from agents, customers via online portal, or automatically through integration to business applications. Extend the digital experience to all users, enabling data collection for quotes, applications, claims and other documentation needs. Interact with customers 24×7 without call center support.
Enable customer self-service while delivering an engaging, customer-driven analytic experience that provides 24×7 view into their real-time account data from any device. Deliver the desired information to each individual customer while reducing call center costs. Empower customers to control their experience in a manner consistent with the company brand and image. Produce responsive documents that encourage customer interaction.
Scalable for Seasonal Demand and Business Growth
Adjust to periodic spikes in production volume such as batch runs of monthly invoices, annual production of employee tax documents, or emergency communications associated with a natural disaster. Implement a communication platform to support seasonal demand without the cost of maintaining it year-round. Invest in a solution that supports today’s requirements but will scale as business grows.
Standardization and Compliance
Define review and approval workflows for all customer communications, thereby ensuring proper management of, and compliance with, corporate branding standards and government regulations. Automate transactional review and approval paths based on user-defined criteria to achieve branding and regulatory compliance at either the template level or the individual communication level. Collaborate with internal and external partners while ensuring compliance.
Built for Performance
Implement the most scalable CCM solution available today, built to render large and complex documents while also supporting extremely high-volume communication requirements. Join the leaders in dozens of demanding industries, some of whom produce hundreds of millions or billions of communications each year. Design and automate one-line SMS messages or complex books that contain thousands of pages.
Ecrion Enables Stronger Customer Connections
Organizations worldwide leverage customer experience automation software by Ecrion to enhance their customer engagement, reduce operating costs, and take control of their customer experience processes. Thousands of companies across a broad range of industries ensure compliance with corporate branding and legal standards while establishing genuine connections with their customers—one at a time.
You're in Good Company
Learn why some of the world’s most forward-thinking companies trust Ecrion for their customer communication and engagement needs!