How to Evaluate a Customer Engagement Software

By Doron Gower   |   April 25, 2018
How to Evaluate a Customer Engagement Software
Now that we are in the summer this year, we can step back and take an assessment of 2018 customer experience trends and how they are impacting the marketplace. The industry has faced new challenges and developed a wealth of new approaches to overcome those challenges.

When you Google “customer engagement software,” you will find many options. This type of software is a modern innovation that addresses a modern problem. With the rise of social media, the era of a conventional one-way communication model ended.

The new dynamic that emerged gave power to customers to hold conversations with an organization.

Your organization knows it needs to mine the resulting stream of consumer chatter. This gives you a distinct advantage: customer engagement through mentions, clicks, likes, subscriptions, and more. The key is to manage this wealth of knowledge and use it to convert engagement into sales. With that in mind, do an internet search for “customer engagement software,” and look for options that can help your company do that.

In fact, you will find so many customer engagement software options from which to choose, you may feel a bit overwhelmed. The term “customer service software” encompasses a vast array of services and solutions. To streamline the process of selecting the right software for your company, keep this list of questions handy to ensure an informed decision that produces the results you need.

Selecting the most cost-effective and productive customer engagement software may be a bit intimidating. But with a checklist, research and determination, you will find the most suitable. If you need a little bit more help deciding on software, here are a few tips.

Write down your primary objectives for the software. Defining the objectives prior to initiating your search will keep those goals at the forefront when sitting through a sales pitch, which will offer you many other primary objectives that can be achieved with that particular software.
Prioritize and rank functionalities and features. Your vendor may want to highlight certain features that sound particularly dazzling, but they may not be great for your business. While you can’t create the software of your dreams, having a ranking system predetermined will make it more probable that you’ll get very close.
Encourage stakeholder collaboration on which functionalities, features and products seem most propitious. The solution needs to meet everyone’s needs, and engaging your stakeholders elevates your chances of complete success.

Now, keep this checklist handy as you interview vendors to remain on track to finding the best software for your company.

Customer Engagement Software Checklist

Get to know your vendor.
Can you customize the software?
What is the scalability?
What support does the vendor offer?
How does the software, plan, and price compare to others?
What type of implementation is available?
How easy is it to use, and is there training available?
What are its integration capacities?
What are its reporting options?
What guarantees does the vendor offer?
What are its security standards?
Does it have multi-channel capabilities?

Now that you have learned how to search for the right vendor, go ahead and search for “customer engagement software.” You will feel completely competent to sort through the crowded market.