We are excited to announce that G2, a disruptor in the software comparison platform space, will be introducing a new category called Conversational Customer Engagement Software!

What is Conversational Customer Engagement Software?

Conversational customer engagement software is customer service software that supports ongoing conversations between brands and their customers across all communication channels instead of the more classic, transactional experience customer service software has historically provided (typically with the use of a ticketing system). Doing so places the customer at the center of a customer service team’s efforts rather than the incident.

Conversational customer engagement software supports an omnichannel customer experience by utilizing cross-channel customer recognition features. This enables agents to know the customer they are speaking to, any previous conversations that have occurred (across any channel) and their purchase history resulting in a more personalized support experience. This helps eliminate the repetitive nature customer service interactions have historically taken on and gives agents the context they need to help customers quickly and accurately.

This software is different from help desk software because it is used to help brands engage and communicate with potential customers as well as assist existing customers with queries related to previously purchased products and services.

How Does Dixa Fit in?

At Dixa, we believe that the relationship between customer and brand is a vital one to the long-term success of any business and it starts with something we like to call Customer Friendship. We believe brands should treat customers more like friends and less like transactions. Why? Because everyone wants to feel seen, heard and valued - just like a friend. Plus, it’s good for business given that increasing customer retention rates by just 5% can increase profits by 25% to 95%! So, it’s worth investing in existing customer relationships with those who are already spending their money on your goods or services and making sure they always have a positive experience with your brand.

It is with this mindset that we approach our product development every single day as we continue on our mission to empower customers and brands to build stronger bonds - as if they were friends. We are very excited to see that G2 has recognized our conversational customer engagement approach to customer service software by creating this new software category.

The Conversational Customer Engagement Software category highlights a product's ability to:

  • Apply a common and centralized structure to all customer interactions, service-related or otherwise
  • Route customer conversations in all channels via algorithmic and/or AI-driven sorting
  • Provide tools for creating personalized response flows within conversations across several channels (typically phone, email, live chat, and messaging)
  • Facilitate follow-ups from chatbots, service agents, and/or automation

We hope that this new category can help us educate, support and inspire brands around the world to take a closer look at the type of customer-brand relationship their current customer service software supports and make sure it provides the kind of customer experience and agent experience everyone deserves!

About G2

G2 empowers business buying decisions by highlighting the voice of the customer. Their review platform leverages more than 650,000 independent and authenticated user reviews read by more than 3 million buyers each month. Their model is unique because it brings transparency to B2B buying (something that has been previously missing), changing the way decisions are made.

G2's mission is to provide the insights business professionals need to gain confidence in their buying decisions and become more successful in their jobs.