Tuesday, June 2, 2015

Multi/Omni-channel Customer Engagements with IBM Marketing Cloud

According to me, customer engagement through Digital Channels (email, sms, mobile push, web..) have to be unified, integrated and consistent.
IBM Marketing Cloud (powered by Silveprop) provides effective way to interact with customers, prospect or partners via different channels via an unified User Experience and Interface. (multi-channel), but also to start a journey on one channel and based on customer behavior, reaction, preferences to switch to a way other channels.

For example, through the automated campaign (just below), the communication starts (triggered by an event : subscription) by sending an email, then an other one if first one is opened and then based on link clicked in the second email, the third communication can be an email or a mobile push.

That campaign is fully designed via the web interface allowing you to describe the interaction journey with your customers.