Customer engagement software

Updated: June 25, 2019

2019. Freshworks launches a load balancer for handling customer inquiries



Customer engagement software vendor Freshworks launched Omniroute - the tool for customer service agents. Omniroute is essentially a load-balancer for routing multi-channel customer inquiries. Freshworks argues that earlier customer support solutions made it hard for agents to switch between inquiry types and for managers to efficiently route traffic. The promise of Omniroute is that it can automatically route a query to the right agent who has the bandwidth to handle it, based on what it knows about that agent’s skills and the nature of the inquiry. And if you regularly want to hang up your phone when an agent asks you for your order number right after you typed it into the system, then you’ll be happy to hear that the Omniroute will surface this information right on the agent’s screen.


2016. Liferay launched Digital Experience Platform



Open source enterprise CMS provider Liferay launched Digital Experience Platform (DXP) - the solution is designed to help companies create and manage experiences that support the end-to-end customer relationship. It offers a comprehensive view of customers that extends beyond marketing by bringing together sales, marketing, support and service teams, design highly personalized experiences by targeting useful information, offers and resources to user segments and individuals, create a single customer profile aggregated from all of the customer’s interactions with the company as well as important data points, access to engagement data such as video content views, click-throughs on targeted content, community activity and social metadata.


2015. Customer engagement chat iAdvize grabs $16 Million



iAdvize, the company focused on making your online customer service experience suck less, just raised $16 million. iAdvize automatically detects visitors who need help and alerts your team members. Then, customer support representatives can contact their website visitors. 2,000 companies are using the product. With iAdvize, you can also add click to chat, click to call and other buttons to your website. Going forward, the company will fine tune its platform. iAdvize will be able to monitor what customers are doing on the web, mobile and on social networks. The startup is currently implementing Twitter and Facebook support. Expect some big product news in early 2016 as well. iAdvize competes with LivePerson. The American competitor claims to have 18,000 clients. So iAdvize still seems to be smaller than LivePerson and LiveZilla.


2015. Hootsuite now works with Instagram



Social media management platform Hootsuite now works with Instagram. That means that you can now schedule posts, publish pictures, monitor your feed, and engage with your Instagram audience right within the Hootsuite dashboard—just like the rest of your social networks. You can now publish posts to Instagram immediately or schedule them to publish at a later time, easily manage multiple Instagram accounts in one place, grow your Instagram community by engaging your audience right within the dashboard, get more done by securely sharing access to Instagram with team members, keep an eye on the competition and find opportunities for engagement by creating search streams that follow specific users, hashtags, and keywords.


2015. Zoho launched social media management service Zoho Social



Zoho has launched a new tool - social media marketing product called Zoho Social. Zoho Social has a real-time monitoring dashboard that allows to listen to what’s being said about your brand or a keyword you wish to track; and respond when you need to. There are instant notifications to make sure you do not miss any relevant conversation and can react faster. It also helps with pre-publishing insights based on the engagement in previous posts and activity of your audience, shows the percentage of your audience that’s likely to see your post now, suggests next best time to post and lets you schedule a post to go out. And Reports section allows to take a glance at social-network-specific stats or dive deep into the analytics to understand more about your audience and how they engage with your content. That’s not all; you can also create customized reports that focus on the numbers that matter most to your business.