Zence Marketing Automation

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Reimagine Customer Experience with Omnichannel Marketing Automation Platform A multi-channel engagement platform that automates customer communication, delivering consistent, personalized messages across the entire customer lifecycle Key Features: Unified Customer View for Data-Driven Marketing • Gain a 360-degree customer profile by consolidating data from multiple sources, including websites, mobile apps, email campaigns, and social media. • Use AI-driven insights to understand customer behavior, preferences, and engagement patterns for more effective marketing. AI-Driven Personalization & Smart Segmentation • Deliver hyper-personalized customer experiences with AI-powered recommendations, dynamic content, and predictive analytics • Real-time customer segmentation based on demographics, behavior, purchase history, and location for targeted marketing campaigns Omnichannel Customer Engagement & Automated Campaign Orchestration • Automate omnichannel marketing campaigns across email, WhatsApp, SMS, social media, push notifications, and web. • AI-powered journey orchestration ensures customers receive the right message at the right time on their preferred channel. Predictive AI & Smart Marketing Insights Optimize marketing with AI-led predictive intelligence, using RFM insights to forecast customer lifetime value, churn risk, and engagement potential. Real-time analytics help refine strategies and maximize ROI. Real-Time Dashboard & Advanced Analytics • Access an intuitive dashboard with real-time reports to monitor campaign success and customer interactions. • Track customer engagement, lead generation, conversions, and revenue growth with actionable insights

Zence Loyalty Management

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Comprehensive Loyalty Program to Delight, Engage, and Reward Customers Turn customers into brand advocates with a best-in-class loyalty program designed to drive engagement, build emotional connections, and boost sales. Go beyond discounts and offers—build emotional loyalty by understanding your customers, personalizing their experience, and rewarding their loyalty to foster long-term relationships. Key Features: Real-Time, Personalized Rewards • Offer instant, personalized rewards to enhance customer experiences and build stronger connections. • Align rewards with customer preferences to encourage repeat purchases and brand advocacy. 360° Customer View • Gain insights into behavioral and transactional data, channel preferences, and custom attributes. • Create personalized campaigns to enhance customer experience, strengthen brand loyalty, and improve retention. Boost Repeat Purchases • Re-engage customers with relevant offers and incentives to increase repeat purchases. • Delight your existing loyal customers to maximize retention and long-term brand value.

Zence Customer 360

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Seamlessly manage customer interactions across the entire lifecycle with an integrated CRM suite that enhances engagement, loyalty, and retention. Gain a unified view of customers, personalize interactions, and drive business growth with AI-powered automation and insights. Key Features: Customer Data Platform • Consolidate customer data from multiple sources (web, mobile apps, CRM, social media, POS, customer feedback). • Create a unified customer profile with behavioral insights, purchase history, and preferences. • Use the actionable insights to provide recommendations basis purchase behaviour. Personalized Segmentation for Targeted Campaigns • Leverage AI-powered segmentation to classify customers based on demographics, purchase behavior, engagement history, and location. • Automate customer journeys with behavior-based triggers, ensuring the right message reaches the right audience at the right time. Customer Analytics • Gain actionable insights into customer behavior, engagement trends, and campaign performance with AI-powered analytics. • Use predictive analytics to forecast customer needs, optimize marketing efforts, and improve retention strategies. • Monitor customer lifetime value (CLV), churn rates, and purchase patterns to refine business strategies. Visualization & Insights – Intuitive Dashboards for Smarter Decisions • Access an AI-driven analytics dashboard that transforms raw data into meaningful insights. • Use real-time data visualization to identify trends, optimize marketing campaigns, and enhance customer experience.

Zence Ticket Management

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Resolve customer queries efficiently with an AI-powered ticketing system that ensures faster resolution, improved agent productivity, and seamless omnichannel support. Enhance customer service with automated ticket workflows, intelligent routing, and real-time tracking for a seamless resolution experience. Key Features: Unified Omnichannel Support Manage tickets from Social Media | Email | Calls | Website | Mobile Apps & more… • Track and manage all tickets in one place • Centralized support across all platforms • Boost team efficiency and CSAT Intelligent Ticket Automation & Smart Routing • Automate ticket creation, assignment, and routing based on issue type, urgency, and customer history. • AI-powered escalation ensures critical tickets are prioritized for faster resolution. AI-Enriched Tickets for Contextual Support • Leverage AI to enhance tickets with customer history, past purchases, and previous interactions • Enable agents to resolve issues faster with AI-suggested responses and knowledge base recommendations. Smarter & Faster Resolutions • AI-driven virtual assistants suggest real-time responses, summarize customer queries, and assist agents in resolving tickets efficiently. • Automate follow-ups, reminders, customer order tracking, returns, cancellations and more to ensure no query is left unresolved. Automated Workflows for Maximum Efficiency • Set up intelligent triggers and actions using NLP and API integrations to automate repetitive tasks. • Enable self-service options through AI chatbots to resolve common queries without agent intervention. • Track agent performance and customer satisfaction in real time, leveraging AI-driven insights to enhance support quality and boost service excellence. Real-Time Sentiment Analysis for Proactive Support • AI-powered sentiment analysis detects frustration, urgency, and tone in real-time. • Automatically prioritize or escalate sensitive tickets to human agents for faster resolution.

Zence Feedback Management

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AI-Powered Feedback Management System Capture real-time customer feedback, analyze sentiments, and enhance customer experience with automated feedback collection and analytics Key Modules 1. NPS (Net Promoter Score) Detractor Management • Capture real-time NPS and analyze customer sentiment using AI • Auto-trigger tickets for swift issue resolution • Enable personalized outreach to strengthen relationships • Use trend analysis to eliminate recurring issues Sentiment Analysis • Categorize feedback as positive, neutral, or negative using AI • Detect emotions, intent, and urgency for proactive action • Resolve issues swiftly with data-driven insights Google Reviews • Guide customers to Google review pages post-feedback • Redirect them to your website’s ticket page for additional assistance 2. CSAT (Customer Satisfaction Score) Customer Data Insights • Use CDP insights to create personalized, context-driven questions • Detect CSAT ratings below 4 to identify and resolve recurring issues • Follow up with low scorers for actionable insights Automation & Optimization • Automate repetitive tasks to boost agent productivity • Trigger surveys after positive interactions for accurate feedback 3. Reviews Customer Insights & Engagement • Collect real-time customer reviews to measure satisfaction • Gain deeper insights into customer sentiment and experiences • Automate review collection for seamless engagement • Leverage feedback for marketing and CX enhancements 4. Surveys & Polls Custom Feedback Collection • Create tailored surveys for in-depth customer insights • Conduct quick polls to gather segment-specific feedback • Analyze trends to refine customer experience strategies Common Features Omnichannel Feedback Collection – Gather insights via Email, SMS, WhatsApp, and Surveys Real-Time Analytics – Monitor sentiment trends with AI-powered reports