Here are a few examples(where smart-strings can be applied) where customer engagement can be taken to a whole new level, with highly relevant human-like-dialogues using machines.
The method is to create a unique real time method to deliver customer information to various customer touch-points by way of a real-time unique value. This value is re-calculated after every action a customer makes. The value is calculated using a scoring system built into our analytical Engine. All interactions made by the customer is sent to this Analytical Engine using agents located at the touch-points. The new calculated value is updated back at all touch –points.
The method helps the business in optimizing customer value by use of real-time information. The method also helps in automating processes, which helps in saving time and resources, considerably.
Marketing Entrepreneurs, focused on customer-centric solutions, are constantly working on ways and methods to engage and satisfy their customers, which would mean, taking the service to wherever the customer is and, delivering in the least possible time
This would mean serving engagements to customer based on in-depth intelligence and serving it in real-time. These engagement packets need to be compatible across touch-points, which would vary from current touch-points (web & mobile) to emerging touch-points (devices covering healthcare, automobile) to future touch-points (embedded into devices)
These engagement packets carry real-time insights and rules about the customer. These packets are capable of listening at touch-points, churn incoming data to insights and updates profile data, and co-ordinate with the rules engine to trigger the next action
Marketing Platforms, capable of touch-point tracking and targeting features can serve context intelligence by connecting to an dynamic analytics-based rules engine. We, at Plumb5, have created JSON packets(we call it smartstrings) to house structured customer data, which can be consumed by any touch-point to personalize targeted information
Below we illustrate that how these strings can be extended to next-generation touch-points, which today serve the web and mobile touch-points. Today’s marketer can target and personalize when the user is online either on the web or on the mobile app. Using NFC tags or iBeacon tech, personalization has been extended to retail stores or events.
(1)The current method of serving real-time customer intelligence for web and mobile touch-points (2) The common customer string used across both touch-points (3) extended to other touch-points
This makes life easy for future marketers who would want to embed analytics to the product they sell in order to get data on usage and experience. From a car manufacturer to a device manufacturer to a consumer product to a online service company, everybody needs to understand how often the user accesses the product, usage cycle; and need the ability to interact for recommendations. This gives them a wider platform to address their customer problems quickly, align it to their needs, keep them satisfied and reduce the churn.
The present method overcomes the drawback of the customer evaluation and customer retention system available in the state of the art by providing a system which evaluates individual customer based on transactions taking place at various touch points and delivers real time updated customer information to these touch points that assist the business owners to come up with efficient real-time customer retention programs