the planet’s smartest cx software listen to the voice of ... · the solution support omni-channel...

i n q u b a e n g a g e

Goal-Driven CX Engagement Made Simple

www.inquba.com

inQubaCX @inQubaCX inquba

Listen to the Voice of your Customer and Engage in their story.

The Planet’s Smartest CX Software

the planet’s smartest customer experience software

Voice-of-the-Customer, Social Media and Engagement unified on the Planet’s Smartest Customer Experience Software Platform.


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1 . introduction to engageinQuba Engage has been designed with the

customer at the center. By maintaining an accurate view of your customers’ context,

preferences and sentiment you have the ability to engage in context-specific

conversations with your customer base. This is CX Engagement made simple.

The solution has been constructed with the explicit goal of

engaging customers as individuals in their lifecycle with a

company, building a relationship and ultimately establishing

a level of trust that leads to a long tenure and many repeat

purchases. The technology is unique in its ability to gather and

maintain customer context, so that communications can be

appropriately informed by a real time view of the customer.

The solution is integrated into the inQuba CX product set,

thus providing an action orientated solution to assist in the

management of customer experience challenges.

The personalization features of inQuba Engage include the

ability to quickly and elegantly merge data elements which are driven by a sophisticated rules engine.

Marketing communications and engagements are different to surveys. They present content and then allow end users to interact with the content. This allows business to collect and

distribute information, all while building up the view of the individual customer.

Many businesses have the dual requirement of having to

acquire new customers as well as engage existing customers

to ensure that the company’s brand equity is built up in the

customer’s mind with the objective of shortcutting the next

purchase decision of the customer and thus increasing the

wallet share of any customer. inQuba Engage provides rich

functionality to assist in both of these challenges.

inQuba Engage is a campaign management solution and

provides a platform for the on-going communication to

contacts. In addition, inQuba Engage is a real time, event

based system that can initiate communications that are highly

personalized based upon customer context at any point in time.

The personalization features of inQuba Engage include the

ability to quickly and elegantly merge data elements which are

driven by a sophisticated rules engine.


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2 . key benefits2.1 Achieve goal-driven outcomes

Businesses communicate with customers in order to achieve

business goals. The business goal may be a simple distribution

of information. It may also be a more intricate communication

path which is designed to nudge customers towards a goal,

such as a transition from one application to another, or a

campaign which will result in an upsell. This is what is meant by

goal-driven. Engagement strategies are informed by customer

context and previous responses received. Customer states are

monitored and their courses can be corrected in real time.

2.2 Relationship memory

The CX Repository stores all contact information, including

customers, leads and employees. Contact information is

kept up to date with most recent contact and transactional

information. inQuba Engage remembers everything, and makes

all contact information available to the powerful rules builders

for communication construction. Within the CX Repository,

the full relationship between your business and a customer is

summarized through a view of all conversations, transactions

and preferences.

2.3 Manage and access customer context

Customer management has evolved beyond the simple

requirement to have broadcast capabilities. Customers want

to be able to interact with a company and for their interactions

to be recorded in the consciousness of the organization in

such a way that each subsequent interaction reflects all prior

interactions. inQuba Engage allows customer context to be

stored and made available in a single view, which is made up of

previous experiences, transactions, preferences and attitudes.

Even third party data can be kept in the platform. Customer

context changes continually, and your CX platform needs to

be able to see that context in real time. This view then informs

the personalization of communication and also ensures that

engagements are relevant. This all works towards the goal of

building a relationship with the customer, ultimately leading to

trust and stronger relationships.


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2.4 A single view of the customer

inQuba Engage provides a single repository and platform

to engage with customers. The key in effectively engaging

customers through communications in a large customer base

is that all interactions with the customer must be consistent

and all previous interactions and knowledge of the customer

are taken into account. The CX Repository stores all contact

information and keeps a single view of all customer interactions

and a full perspective of what is known about the customer.

inQuba Engage makes connections between all the things that

your customer does. It also integrates into the inQuba VoC

solution ensuring that any survey feedback that is received

from the customer is available for subsequent interactions. The

single view includes all customer context and is available to the

organization for highly personalized communications.

2.5 Omni-channel communications

inQuba Engage was designed from the ground up as an

omni-channel solution. The omni-channel capability allows

the customer experience professional to communicate with

customers through email, web and mobile technologies,

depending on individual customer preferences. Not only does

the solution support omni-channel interaction, but more

importantly, interactions can be orchestrated across channels

and the context in one channel is transferred across all

channels.

2.6 High levels of personalization

Say the right thing to the right person at the right time. inQuba

Engage provides the highest possible levels of personalization,

both in terms of outbound communications as well as

interactive dialogues. Highly personalized communication

is made possible through the combination of real time

customer context, a powerful rules engine for rendering,

and a customizable data structure. A/B Testing within the

solution allows users to test multiple variants of the same

communication.

2.7 Interactive capabilities

When business interacts with a customer, communication

needs to have the fluidity of a face-to-face conversation

between two people. In order to achieve this, customer context

needs to be known and conversation needs to be dynamic.

Branching rules ensure that responses are meaningful and

draw upon customer context. inQuba Engage allows the

business to communicate naturally and easily with customers

across their preferred channels.

2.8 Easy to use

inQuba Engage is really easy to use. Whether your requirement

is a basic marketing newsletter or an intricate multi-wave

campaign, the communication design interface offers an

intuitive wizard-like process, guiding the user through the design

steps. The Engage dialogue creation interface makes powerful

engagement designs really easy. Drag & drop capabilities allow

users to easily add graphics and other components to new or

existing templates. The graphical interface provides existing

layouts and rich graphical previews. The powerful editor allows

the user to craft communications according to business identity.

Campaign elements are rule-based and context driven, allowing

the user to build in personalised graphical elements

Say the right thing to the right person at the right time. inQuba

Engage provides the highest possible levels of personalization

2.7 Rich analytics

The objective of any client interaction

is to drive behavioral outcomes that are

aligned to the company objectives. The

path to this objective is not necessarily

linear in nature and a whole series of

interactions, across channels, may be

necessary to achieve this objective.

All interactions with the customer are

tracked and then made available for

analysis, making use of the advanced

analytics capabilities that are included in

the inQuba Engage Platform. Dynamic,

role-based reports help the marketer or

campaign manager monitor the success

of communications and creative variants.

Views include a delivery and status

waterfall and answers to questions.

Responses can be organised within

Feedback Lists. All Lists have specific

internal audiences. Users can also

escalate communication responses into

Case Management where additional care

is required.

2.8 A single platform

inQuba offers a single CX platform where Engage is integrated with VoC, Case

Management and Social Media modules. inQuba Engage can also integrate

seamlessly with existing CRM solutions, making it a key enabler of lead generation.

The key in effectively engaging customers through communications in a large

customer base is that all interactions with the customer must be consistent. The

inQuba platform keeps a single view of all customer interactions and a full perspective

of what is known about the customer. A view of all customer interactions is provided

that can be used by any part of the organization to more effectively engage the

customer.

2.9 Operational management

With many communications being sent to the customer base, it is important to be

able to track which communications have been sent, their status in the transmission

medium and whether interaction with the communication and dialogue have taken

place. It is also important that exceptions can be trapped and dealt with by routing

to an exception pool for specialist handling. inQuba Engage delivers all of these

functionalities through a rich interface that provides the ability to do this in a quick

and effective way.

2.10 Security & subscription management

inQuba Engage supports Protection of Personal Information (POPI) by ensuring

control of communication consent, access to information, validity of collection

reasons, data usage transparency, secure storage and data integrity. Full and partial

opt outs are managed within the customer repository and customer entities. The

solution is securely housed in the jurisdiction of the customer. In addition, a facility

is provided to be able to include customers on blacklists to ensure

that historical opt-outs are taken into account.

Whether your requirement is a basic marketing newsletter or an intricate multi-wave campaign, the communication design interface offers an intuitive wizard-like process, guiding the user through the design steps.


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www.inquba.com

inQubaCX @inQubaCX inquba

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the planet’s smartest cx software listen to the voice of ... · the solution support omni-channel...

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