In today's competitive market, engaging customers is not just a strategy; it's a necessity. Did you know for example More than 60% of failed customer support calls could have been solved with better access to data? (Source: IBM).
How about that 79% of consumers say being able to engage with knowledgable company associates is "important" or "very important" (Source: Microsoft)
But how can this be achieved? Enter bespoke software, a customised solution that can take your customer engagement to the next level.
What Do We Mean by Customer Engagement?
Customer engagement is the ongoing interaction between a company and its customers. It's not just about making a sale; it's about building a relationship. Engaged customers are more likely to be loyal, spread positive word-of-mouth, and contribute to long-term business growth. This can translate to repeat business, successful project collaboration, and a solid reputation in the industry.
Another fun fact is that 62% of complaints were about staff attitudes and competencies, compared to just 34% of them were about the quality or reliability of goods and services. (Source: Deloitte)
What Tools Can We Use to Drive Customer Engagement?
Off the Shelf Examples
While not as powerful as bespoke solutions, off-the-shelf products can be a viable option for those on a tight budget. Some examples include:
Salesforce: A popular CRM system, offering various customer engagement tools.
HubSpot: A marketing platform with features for social media management, content marketing, and more.
Zoho CRM: This off-the-shelf Customer Relationship Management system offers features like sales automation, analytics, and multichannel communication. Though not tailored to specific industries, it's a versatile tool that can support customer engagement initiatives.
Mailchimp: Widely known for its email marketing services, Mailchimp also provides automation tools, audience segmentation, and analytics. It's a comprehensive platform that can assist in communicating with customers, although it may lack the bespoke features that provide a perfect fit for specialized industries or businesses with unique needs.
These off-the-shelf options highlight some widely used tools that can assist in customer engagement. While they may not provide the same level of customisation and industry-specific alignment as bespoke software, they can be valuable resources for businesses working within certain budget constraints.
Bespoke Examples
In the constantly evolving business landscape, standardised solutions often fall short in meeting the specific needs and challenges of businesses. Off-the-shelf software may offer general functionalities, but they lack the precision, adaptability, and alignment with industry standards that only bespoke software can provide. Unlike generic products, bespoke solutions are crafted with a particular business and industry in mind, resulting in a perfect fit with the goals, workflows, and compliance requirements.
Below I've listed 6 examples of bespoke software that companies use to get ahead and stay ahead of their competitors.
Bespoke Customer Relationship Management (CRM) Systems
A well-designed CRM system can help you understand your customers' needs, preferences, and buying habits. With bespoke CRM, you can have a system tailored to your specific industry, allowing for more accurate targeting and more effective engagement strategies, as well as unlocking integrations that just aren't possible without your own development.
With your own CRM, instead of having to fit your business workflow around the system and how it works, instead you can build your processes and flows exactly how they fit best, and have tools that 'Just work' ultimately giving you more time to spend nurturing your prospects and clients, and less time playing the "try and figure out how to get everything working again after the latest 'Upgrade'" game.
Nearly all off the shelf solutions rely on your workforce then going off and getting information to answer customer queries from other places, and those that don't need a hefty investment of either money or time to update and maintain it.
Web leads are 9X MORE LIKELY to convert if they’re followed-up within under 5 minutes. (Source: Oracle) so its easy to see why companies inevitably build their own tools to maximise just how quickly you can deal with your important leads.
Data Analytics and Reporting Tools
Customised data analytics allow you to track customer behaviour, preferences, and interactions. This information can be used to create personalised marketing strategies, improve customer service, and enhance overall engagement. Bespoke reporting tools offer insights that are tailored to your specific industry, ensuring that you have the precise information you need to make informed decisions.
Personalised Content Management Systems (CMS)
A bespoke CMS enables you to deliver personalised content to your customers through various channels. Whether it's email marketing, website content, or targeted advertisements, a customised CMS ensures that the right message reaches the right audience at the right time. This kind of personalisation builds deeper connections with your customers and enhances their overall experience with your brand.
Project Management and Collaboration Platform
custom-built project management platform designed to cater to the unique requirements and workflows. This tool could include features such as real-time collaboration, integration with design or CAD tools, compliance tracking, budget management, and tailored reporting functionalities.
- Advantages: By creating your own Project Management Platform, you could help streamline communication, improve project efficiency, and ensure that all aspects of a project are aligned with industry standards and regulations and then feed this information back to your customers automatically, increasing brand loyalty whilst also keeping your projects on track from day 1.
Environmental Impact Assessment (EIA) and Compliance Tool
Even something like an EIA that automates and streamlines the environmental impact assessment process. This could include features like GIS integration, simulation of environmental effects, compliance tracking against local and international regulations, and automated report generation.
- Advantages: Enabling you to more efficiently navigate complex environmental regulations, improving the accuracy and speed of compliance assessments while ensuring alignment with sustainability goals and legal requirements, all while keeping everyone in the loop with peace of mind.
Interactive Customer Portals
Custom-designed customer portals allow clients and customers to access information, services, and support in a secure, user-friendly environment. This can include access to project updates, billing information, support tickets, and more. By providing a platform that caters specifically to their needs, you're not only simplifying their experience but also fostering a sense of transparency and trust.
The above examples demonstrate the depth and breadth of possibilities offered by bespoke software solutions. Integrating these tools into your customer engagement strategy can create a seamless, tailored experience that reflects the unique needs and expectations of your customers.
Why Go Bespoke?
Choosing bespoke software means having a solution that's tailored to your specific needs and goals. Unlike off-the-shelf products, bespoke software is designed with your business in mind, allowing for a level of flexibility and functionality that's hard to beat.
Bespoke Advantages
Choosing bespoke software for customer engagement offers distinct advantages:
- Tailored Solutions: Bespoke software is crafted specifically for your business, allowing for a perfect fit with your goals and processes.
- Competitive Edge: With custom tools, you can create unique engagement strategies that set you apart from competitors.
- Integration with Existing Systems: Bespoke software can be seamlessly integrated with your existing infrastructure, ensuring a cohesive and efficient workflow.
- Scalability: As your business grows, bespoke software can adapt and grow with you, ensuring that it continues to meet your needs.
- Compliance and Security: Custom solutions can be built to comply with specific industry regulations and standards, providing an added layer of security.
- Added Value: As the system is yours and yours alone, everything can work together exactly how you want it, keeping costs low and beyond upfront costs, only needing to pay running costs rather than ever inflating profit margins of other businesses.
Conclusion
Revolutionising customer engagement is not just about implementing new strategies; it's about leveraging the right tools. Bespoke software offers the flexibility, functionality, and customisation necessary to create a truly unique and effective engagement experience. By choosing a tailored solution, you're not only investing in better customer relationships but also in the long-term success and growth of your business. Whether you opt for an off-the-shelf product or invest in a bespoke solution, the key is to find the tools that align with your specific needs and goals. After all, your customers deserve nothing but the best!
