What is 8×8 Engage and How Can It Improve the Customer Experience?

Customer experience (CX) is no longer just the responsibility of your contact centre. Your customers will interact with every department within your organisation, from your sales team and account managers to your billing department. Each of these interactions will influence how your customers perceive your business. Having a lack of tools, visibility, and customer context can mean organisations find it challenging to deliver a consistent CX beyond their traditional contact centre. This lack of visibility can cause fragmented information, disjointed conversations and incomplete customer insights. This is where 8x8 Engage is able to close any gaps within your customer experience.

8x8 Engage is a customer engagement platform that supports your frontline staff to deliver exceptional service across multiple endpoints. It combines communication, AI-powered insights, customer context, and omnichannel engagement in one platform. This helps your business to deliver a more connected and personalised conversation across your customers’ entire journey.

The Customer Experience Challenge Without 8x8 Engage

Customer interactions don’t just remain within your traditional contact centre. Your customers will speak to various teams, depending on their needs, leading to departments holding client information within their own bubble.

8x8 research shows that frontline teams handle around 60% of customer conversations without the tools to access their history, collaboration resources, or insights. This can create a frustrating experience for employees and customers alike.

When your team doesn’t have the right information at their fingertips, customers often have to repeat themselves, meaning problems take longer to solve and customer satisfaction is lower.

98% of CX Leaders Agree Customer Experience is an Organisation-Wide Initiative

It’s unbelievable that even though 98% of CX leaders believe that the customer experience should be a companywide responsibility, many don’t provide the tools to achieve this.

Investing in 8x8 Engage will elevate your customer experience by providing client engagement capabilities beyond your support team. Every employee who interacts with customers will be able to access the same level of information and insights. This will create a reliable customer journey across departments, improving shared customer knowledge and overall client satisfaction.

Only 6% of Organisations Deliver Consistent CX Across Departments

Of businesses surveyed, 8x8 highlights that only 6% are able to deliver a consistent customer experience across all departments. If different teams within a business are using varying communication systems for storing data, it’s no wonder this statistic is so low.

8x8 Engage provides a unified platform for accessing customer data, conversation history, and interaction records that are only available to users with approved access.

Benefits of a Consistent 8x8 Customer Experience Across Departments

Customers benefit from a seamless experience no matter if they speak to sales, support, accounts, or field service teams.

Core Features of 8x8 Engage Customer Experience

> Customer Context

One of the most powerful capabilities of 8x8 Engage is its ability to give detailed customer context before an employee answers a call. The information accessed includes customer history, previous interactions, notes, and engagement data. This allows the agent to understand the customer’s situation before they answer a call or message.

8x8’s unified context benefits offer faster issue resolution times, reduced repetition, increased personalised interactions, improved first-contact resolution rates, and enhanced employee productivity.

Benefits of Customer Context

Giving your staff complete access to customer information will enable them to focus on solving problems instead of spending time gathering background details to inform the conversation.

> AI-Powered Customer Engagement

AI plays a huge part in what makes 8x8 Engage such a valuable tool for businesses. Its AI capabilities auto-capture customer information using transcription, summarisation, sentiment and speech analysis, action item generation, and conversation intelligence.

Benefits of AI-Powered Customer Engagement

These tools will improve agent efficiency, consumer understanding, accurate record-keeping, and coaching and quality assurance while reducing admin workload. With access to these capabilities your organisation will be able to scale customer engagement while simultaneously improving service quality.

> Smart Queue Management

To maintain service levels, your organisation needs to manage its customer demand with maximum efficiency. 8x8 Engage comes with intelligent queue management capabilities that give real-time visibility into customer interactions and agent availability. Employees can flexibly change queue participation, prioritise interactions, and manage workloads without continuous supervision.

Benefits of Smart Queue Management

With 8x8 Engage, you’ll improve resource allocation, response times, workload management, and operational efficiency while reducing customer wait times. If your business manages large volumes of customer interactions, smart queue management will noticeably improve your service delivery.

> Omnichannel Customer Engagement

Gone are the days when customers just gave you a call. These days customers like to make contact through their preferred channel of choice. 8x8 Engage enables you to meet customers where they feel most comfortable, across voice, chat, SMS, social, and digital communication channels from one platform. Full conversation history is maintained no matter what channel a customer contacts you on, offering continuity throughout the client journey.

Benefits of Omnichannel Customer Engagement

Omnichannel engagement means your business can adapt to where your customers want to engage with you. This gives consistent customer experiences, increased customer convenience, reduced communications silos, improved engagement, and greater flexibility for clients.

> Video-Assisted Customer Support

Sometimes it’s tough to solve customer issues over the phone or using messaging. 8x8 Engage comes with a video elevation tool that allows staff to view customer problems in real-time using secure one-way video sessions via SMS. Your clients won’t even need to install an app!

Benefits of Video-Assisted Customer Support

Using video-assisted customer support, your employees can troubleshoot issues faster, reduce site visits, improve first-time fix rates, enhance customer convenience, and improve support. This tool is exceptionally valuable for field service, onboarding, technical support, and remote diagnostics.

> Real-Time Visibility and Performance Management

It’s important for supervisors to have full visibility of your CX. With 8x8 Engage, you have access to a performance dashboard that shows your live activity across queues, users, and all communication channels. This allows supervisors to monitor interactions, coach staff, and spot any problems before they can affect customer satisfaction.

Benefits of Real-Time Visibility and Performance Management

Having access to real-time insights will allow you to improve team management, coaching, service-level performance, data-driven decision-making, and faster issue identification. Focusing on these key areas will help you to improve customer engagement and contentment.

Improve Your Customer Experience with 8x8 Engage and Croft

Every employee who interacts with your customers contributes to the success of your business through building customer loyalty and the positive image of your organisation. Investing in 8x8 Engage will further support this by allowing you to make use of an integrated platform that shares critical customer data across all your departments.

8x8 Engage integrates with 8x8 Work and 8x8 Contact Centre to create a unified customer engagement platform. This means you don’t need to rely on separate solutions for telephony, customer engagement, collaboration, AI tools, and analytics.

8x8 Engage will help you bridge the information gap between departments by giving frontline staff AI-powered insights, omnichannel communication tools, real-time visibility, and customer context.

If you’re looking to improve responsiveness, streamline communication, and deliver an exceptional customer experience at each touchpoint, 8x8 and Croft can help you achieve your goals.

For more information, contact our friendly experts or find out more about 8x8 Engage here.