OMNICHANNEL ENGAGEMENT | DIGITAL
Talkdesk digital customer engagement platform for better CX.
Give your customers the power of choice and flexibility through a digital engagement platform that delivers personalized experiences in every interaction.
Meet your customers where they are with the Talkdesk Digital Engagement platform.
In today’s dynamic digital landscape, customers expect different channels for communicating with your business, and 76% of customers value engagement in their preferred channel. Talkdesk Digital Engagement™ is a comprehensive and adaptive customer engagement platform that ensures a consistent customer experience by centralizing data, breaking down silos, and enabling seamless transitions between channels, so customers can elevate conversations effortlessly without starting over.
Increase satisfaction by engaging with customers on their channel of choice.
The Talkdesk Digital Engagement platform scales your customer service across a wide range of digital channels, including SMS, email, chat, social messaging, fax, and more, enabling your customers with flexibility to communicate through their preferred channels. Conversations can also begin with an AI-powered virtual agent that seamlessly hands off to a live agent when additional assistance is needed—preserving the context of the interaction. Improve customer satisfaction by giving them options and meeting them where they’re most comfortable.
Tailor interactions based on contextual information and intelligent routing.
Equip your agents with the right tools for customer engagement, allowing access to essential information such as personal contact information, customer preferences, and history. Customer journey orchestration ensures swift connections to the most qualified agent, optimizing efficiency across all channels. And contextual insights reduce handling time and guarantee a personalized customer experience.
"Talkdesk’s Digital Engagement platform allows us to communicate with customers across multiple channels at the click of a button. Having all customer engagements in one space really helps us deliver a great customer experience, and the implementation was extremely straightforward as well!"
Joshua Quelch Technical Support Executive at Air Business
A unified agent workspace designed to simplify agent workflows and optimize outcomes.
Manage all voice and digital interactions in a single Agent Workspace for a holistic view of the customer journey. In-app AI augments agent’s capabilities by suggesting contextually relevant resources, speeding up onboarding, and increasing productivity.
Meet customer’s rising CX expectations with the Talkdesk customer engagement platform.
According to recent data, 87% of customers feel that their experience is not highly personalized, and 51% have to answer too many repetitive questions. Despite all the efforts to improve the customer experience, many companies still struggle to develop and implement the frictionless journey and experience their customers expect due to legacy technology and siloed data.
Offer a modern and seamless customer experience by connecting with stakeholders on their preferred channels—be it voice, SMS, email, chat, social media, or others—with a digital engagement platform. Optimize fragmented conversations into a unified brand voice, ensuring cohesion and satisfaction in every interaction. With a unified view of all customer interactions, along with pre-configured industry workflows and scripts, value is consistently added to each conversation. Intelligent voice and digital chatbots enhance the experience by deflecting and containing frequently asked questions, providing 24/7 assistance, reducing the demand on live agents, and accelerating speed to resolution.
Never let a conversation go unresolved with Talkdesk Cases.
Transform conversations into positive business outcomes with Talkdesk Cases™, an omnichannel customer service ticketing system.
Monitor and analyze customer interactions for continuous improvement of customer service.
A range of customizable reports, dashboards, and metrics equips your business with the tools and insights you need to gain a 360º view of all your customer interactions, regardless of channel. Identify trends, address pitfalls, and allocate resources for immediate support to agents and an optimal customer experience.
Digital customer engagement FAQs.
What is a digital customer engagement platform?
A digital customer engagement platform is a unified solution that helps businesses connect and interact with their customers across various channels, such as voice, SMS, email, chat, and social media. It streamlines communication, providing a consistent and satisfying experience for customers while offering tools to optimize interactions and enhance the overall agent experience.
What can a digital customer engagement platform do?
A digital customer engagement platform serves as a comprehensive solution, connecting businesses with their customers on various channels while optimizing interactions regardless of channel type. Customer journey orchestration ensures customers are routed to the most qualified agent. Automation and standardized processes relieve agents of repetitive tasks and enable them to address multiple interactions simultaneously. Because agents are equipped with context from previous customer conversations across channels, they’re more informed about the customer’s journey and better able to serve them at the moment. Additionally, a digital customer engagement platform offers insights for continuous improvement to ensure an efficient and more personalized customer experience.
How does a digital customer engagement platform improve the customer's overall experience?
Whether a customer is on your website or has already purchased, a digital customer engagement platform ensures a seamless experience. Imagine a customer who bought a product goes to your website, and a chat window appears with a few options. Opting for “Check Orders”, the customer inputs their order number, and an AI-powered chatbot promptly provides the expected delivery date. If the customer requires more in-depth information or action, the chatbot seamlessly transitions that customer to a live agent, in the chat, or can have an agent initiate a phone call—whichever the customer prefers. The agent, equipped with all the prior conversation history, efficiently handles the customer questions. After the call, if needed, the agent sends a follow-up email, ensuring everything discussed is confirmed in writing. A digital customer engagement platform is behind the scenes ensuring a seamless transition between channels, powering a cohesive and convenient customer experience.
