Unless you are living under a rock, it is a well established fact that businesses need digital, period. But the journey from knowing this fact to actually acing digital presence in terms of content generation and distribution can be a tough one. In the midst of creating this presence, establishing an extraordinary customer experience is even more priceless in a B2C and D2C model.
Exceptional customer experience and engagement are central to such business’s digital outcomes and heavily dependent on the success of this journey. However, despite a digital footprint, companies experience poor customer engagement and often struggle in related areas. This often attributes to solutions that are disparate, unable to unify communication channels and deliver consistent messaging. So, in this blog we explore the key challenges these companies face and how Braze streamlines these challenges and offers more.
Key challenges faced by companies
Most organizations rely on one solution or a combination of tools such as an email marketing service provider, or a mobile messaging to engage with customers across channels. Multiple marketing reports underline that unifying customer data across platforms is a consistent challenge faced by businesses and the inability to solve it leads to:
- Difficulty engaging with customers
Relying on a single channel for customer engagement is a major limiting factor. Often, email or push notifications are left unopened or dismissed. Using various point solutions to manage additional engagement or establishing a cadence with messaging and analyzing performance across channels is again a challenge. - Inability to quickly deploy personalized campaigns
Campaigns are an indispensable part of business. However, the lack of streamlined data hinders the possibility of creating new assets and messaging for each channel and its audience. If engagement campaigns perform poorly, marketers are often unable to tweak the messaging since they did not have 360-degree insights about user data. - Limited coordination across point solutions
Intelligence and data integrations with disparate point solutions require substantial resources
from tech teams to accomplish. Due to poor integrations, companies often struggle to properly
evaluate campaign performance, text messaging and campaigns, and collect data to build better future initiatives.
All these challenges conclusively lead to one major and central issue, that is, bad customer relationships. Therefore, resolving these is not an option but a necessity.
How Braze addresses these issues and brings more to the table
Braze is a SaaS solution that allows businesses to create relevant and memorable experiences that leads to a stronger consumer and brand relationship. With its expansive suite of features, it helps:
- Increase Customer Lifetime Value (CLV)
Leveraging Braze, businesses can increase the number of channels across which they engage with their customers. This symphony of coordination in managing multiple touchpoints enables them to increase customer lifetime value. Customer retention, open rates, and conversion rates are some of the metrics directly impacted by Braze. - Scale and boost performance
Scalability is an important decisive factor that determines the time-to-market of campaigns. It is also important because moving from one system to another, for diverse needs, can be extremely disruptive for the entire process. Moreover, each tool has its own learning curve and changing tools frequently delays the work significantly as the team would need to start fresh every time. This is where Braze gives businesses the scalability and performance. Its Software Development Kit (SDK) is very straightforward and it has a flexible real time integration architecture framework. - Uphold iron-clad security standards
Security is a primary building feature with Braze. It strictly adheres to the ISO 27001, and SOC2 compliance. It does not merely leverage the platform provider’s security compliance. Rather has actually gone through the audit process. - Real-time integration with Martech ecosystems
Uninterrupted access to data is one of the biggest challenges. While multiple SaaS vendors do offer amazing features, their solutions are often siloed. This is exactly where the bottleneck lies. In this highly connected environment, it will be extremely difficult as well as naive to let marketing teams work in silos. As they say, the left-hand needs to know what the right hand is doing. This is essential for building a consistent experience. Thus the customer engagement solutions have to be integrated well with other systems and should enable data exchange in real-time. Adept with Kafka, Braze’s integration with other systems is smooth and allows real-time triggers.
- Smoothen multi-channel orchestration for the marketers
Your customers should be able to control their customer journey across multiple channels and their engagement also needs to be consistent across them. Some tools certainly claim to offer multi-channel, but the engagement needs to stay on the same channel once the journey has started. And some tools do not offer multi-variant testing unless you have a license on another tool, so the testing experience is not seamless.
Great experience comes from good implementation
It is conclusively proven that Braze indeed is a platform that a business needs for exceptional customer experience and marketing. But the story doesn’t end here. Such great performance comes from proper implementation. Therefore, looking for an implementation partner who is adept at technology and also understands what a business needs is primary. Being a digital experience company we understand how technology partnerships are supposed to be. This is why we begin our conversation with a discovery phase to understand what exactly your business requires and what can be done better for a fast and fruitful implementation. To explore what we can do for you, let’s get talking!
