CommEngine is a Data-Driven CRM that promises you to Track, Trace, Organize and Map each social media Communication & Customer intuitively with complete visibility.
CommEngine supported & partnered by Robi Axiata and Microsoft.
CE awarded with National ICT Award at 2019 & Bangladesh Innovation Award 2021
Despite spending enough resources and budget to create social media traffic
Brands Still struggle with Last-mile Fulfillment, missing Leads (sales, support & service), Customer data, Insight of Social Listening & Monitoring.
CommEngine is here with Social Customer Management + Customer Profiling + Lead Management + Analytics
which will change the game with “Last Mile Solution”
Lets understand our “delicate” customers’ story
Around from 2013 – Brands in Bangladesh started adopting social and digital medium for customer communication and engagement.
Today Social Media Customers are one of the delicate customer group for brands.
And they’re part of most “delicate” customer group to handle, cause
Access to internet, 30% of country population
They can access social media and internet and reach to brands social media ( your brand )
They made a conversation which can leads to sales, support, satisfaction, dissatisfaction and collective brand image.
Key Benefits Can Achieve Through CommEngine
Social Response & Follow-up Management
Customer Experience Management Strategy
Customer Database with potential insight
Communication History and tracking
Real-Time Dashboard for management visibility with Customer & Communication analytic
Agent Performance Analysis
Lead Management & Tracking
Order Management & Invoice
Response & Follow-up Management
With CommEngine, brand can manage 100% customer queries and follow-ups efficiently and QMT can ensure timely communication with customers and improve their overall experience.
Lead & Issue Management
CommEngine can help you manage leads and issues more effectively. By tracking and categorizing leads and issues, Brand can prioritize category wise leads. This can result in improved lead conversion rates and better issue resolution times.
Customer Database
CommEngine allows brands to maintain a comprehensive database of customer information, including their preferences. This information can help brand tailor communications and marketing efforts to better meet their needs.
Management Supervision
The CommEngine real-time dashboard provides a quick and easy way for management to stay up-to-date with social media activity. With a concise summary presented on a single screen, management can comprehend the information in just one minute.
Reporting and Analytics for Management
CommEngine leverages data to help brands achieve their goals by allowing the exporting and analysis of communication, lead and customer data. Brands can make data-driven decisions to improve Ro
CommEngine can improve brand RoI by streamlining response and lead management, maintaining a customer database, providing management supervision, and offering reporting and analytics for better decision-making.
CommEngine Real-time Dashboard and Social Monitoring
Dynamic Date Filtering
In addition to providing real-time updates, the CommEngine dashboard allows management to view social media activity from previous dates.
Engagement Status
presents management with a summary of both handled and unhandled communications.
Unique Customer
Tracking the number of new customers on a page within specific dates can help management better understand the outcomes of campaigns and activities.
Growth Statistic
The dashboard presents a bar chart with percentages comparing engagement, new customer acquisition, and responded communications.
Customer Analysis
The customer tag analysis feature on the dashboard helps brands understand their customers by categorizing interactions based on specific tags or keywords.
Communication Trend Analysis
Communication trend analysis on the dashboard helps to understand social monitoring by tracking patterns and changes in communication over time
Response Team Performance
The dashboard includes a response team performance summary, allowing management to observe agent performance from the lead perspective.
The CommEngine real-time dashboard provides a concise summary of social media activity on a single screen, allowing management to quickly comprehend the information in just one minute.
Customer Experience Management (CxM) Strategy
- Experience shows that in most cases, brands miss the intent of their potential customer’s queries and respond in a generic manner, resulting in inadequate customer service.
- CommEngine supports the brand to prepare a CxM strategy according to the brand’s expectations
- Depending on the CxM strategy QMT & Supervisors will maintain this as an Standard Operation Procedure(SoP).
- This strategy will clarify how a purchase-interested customer will be converted to sales
Two Minutes Quick Watch :How CommEngine can built your social media customer communication and Fulfillments in sales/support lead and analytics
Future discussion Scope in queue
- We will discuss about brand persona and how CommEngine can fit in there
- Customer Brand Social Customer Profiling & Communication Fulfillment Roadmap
- Finally how growth solution can help you in every single possible way.
- Active free trial for piloting with proper demonstration.
Social Customer Profiling
Each Facebook Page engaged customer data automatically generated & can updated with provided email, phone, engagement number, Last Contact date, Intentions, Customer Group & past records.
Customer Data Is Lifetime Asset every business should hold & Enrich Continuously.
Team Collaboration
- Step by step query management
- Assigning privilege to coworker
- Assigning & Re-assign privilege with special notes and tag
- Follow up tickets with schedule
- Every Communication Logged
- Automatic Job Manager.
Full-armed for collaboration makes a solid team experiences
Communication Log
- Logging every communication history with several attributes.
- Facilitates Market Monitoring.
- Facilitates Data Source for Business Intelligence.
- Anytime Inspection on case by case or group or issue wise
Clear visibility on what’s going on in details or in summary, like third eye.
Re-Engagement
- Reach to own customer database in 30 seconds plan.
- Narrow-Cast – reach by segment , interest , issue, time and other profiling items .
- Reach to SMS, messenger, email and comment issue wise.
- Personalized Communication, cost effective and efficient.
Customers loves engagement, but usually not love broadcast!
Seamless Lead Management
Refine your sales, support and other insight leads from Social Management and push them to action with complete visibility is a must be.
Create last mile value from social media communications.
Integrated Order Management
For Product & Service order based brands its important to create conversational order direct from messenger & push in own CRM/Site.
Seamless Order Management Integration for zero-miss fulfillment request.
Market Monitoring
Social Media Customers are best aware customers. Get market insights, availability, complain , brand response, positive issues from them and organize to send respective action team.
Social Media Customer participation in brand building operation is a extraordinary leverage
Keep a third-eye view
- Quick dashboarding on communication ticket statistics , new consumer statistics.
- Quick overview on team performance index , response time, handling time.
- Effortless live dashboarding on product or category trend over time, user trend over time. And more.
Having a third-eye on Brand’s social media management equip you for better decision making.
FEATURE
BENEFIT
Query Management
You can handle your social media queries and leads in an intuitive way and can manage the communication step by step
Gives you a proper view of the communication status and enables you to ensure communication fulfillment till the last mile
SLA Management
The third eye for you to have a closer look at your customer support management
Realtime track of productivity and workflow within the management with full transparency ensure overall management control
Customer profiling
AI crawler enabled customer profiling automatically funnels down engaged organic audience from social media page with 13 Ad-hoc data fields
View your total current customer database from 13 different angles and export them according to your desired filter.
Post & comment campaign
Reach customers beyond inbox and mention them in comments based on a post
Reach customers to Facebook feed and direct your page visibility to more users
Analytics & insights
Realtime business analytics and insights based on communication
Automated insight saves tons of time and resource to make better business decisions
INSIDE THE SOLUTION
Customer/Platform Wise Positioning – Feature & Function
