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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