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Customer Engagement Software

Delivering connected experiences to your customers instead of single, one-off, or fleeting transactions. This market has been growing rapidly in recent years as companies seek to build stronger relationships with their customers.

Legacy software is one of the biggest factors holding back digital transformation.

There are several factors that have contributed to the growth of this market. Firstly, the rise of digital technology has made it easier for companies to reach out to their customers through various channels, such as email, social media and mobile apps. This has allowed companies to communicate with their customers in real-time and gather data on their preferences and behaviour.

Another factor has been the increasing importance of customer experience. In today’s highly competitive business and increasingly digital environment, companies understand that providing a positive customer experience is crucial to maintaining customer loyalty and building brand reputation. A great customer experience can lead to increased customer satisfaction and engagement, which can lead to higher customer retention rates and increased sales.

The Business Challenge

Since Covid, research has shown that many people prefer messaging and on-line communication to using voice channels. Even millennials are not keen to use the telephone unless it is their choice. Using a digital text medium is more effective than others because 98% of customers read a text within a few minutes. Imagine if this message then gave the customer the immediate facility to resolve their issue by offering several easy to respond to options. Du Engage partnered with SCAD Software to build a highly configurable solution that would enable customers to quickly implement a flexible customer engagement solution and integrate it into their existing technology eco-system.

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Du Engage – a Smarter Way To Contact Your Customer

Imagine a technology solution that enables you to not only configure a wide range of messages to your customers, but in addition configure several specific actions right off the page.

  • Flexible In-Message Actions

    The software gives you the flexibility to configure any number of actions that you want to offer your customer from within the message

  • Flexible Integration Options

    The Du Engage Customer Engagement Software can easily be linked to account holders existing customer management software, or it can be outsourced to be managed by their expert team.

  • Customizable Message Options

    These actions are totally configurable – Pay a bill and receive a 5% discount, sign up to shareholders event, request a call back and many more.

  • Secure Direct Payments

    When handling actions that involve payment, we do not handle any of your money. We build into du-engage a link to your customer payment provider. Customers use your platform and funds are paid directly to your bank account.

Case Study - 91% Response rate within 4 weeks

Options Without Effort: Offer Customers Convenient Contact And Tailored Resolution Options That Suit Them.

  • Du Engage won a project using du engage in South Africa to tackle aged debt which led to £2.8M of aged debt being recovered for the organisation.

    • They choose how to engage, prioritising convenience and privacy.
    • They are contacted in a way that’s suited to their customer segment/identity.
    • They can engage on the digital channel that best suits them.
    • They have the thinking time to make informed decisions about resolving the debt.
    • They can choose how to deal with the debt from a range of options that are designed to appeal to them.
    • They don’t feel the pressure or stress of an unexpected phone call – they can reflect and then commit to an option that best suits their circumstances.
  • Business benefits of Du-Engage

    • Increase and accelerate right party contact rates and encourage more positive customer actions.
    • Greatly reduce costs – by direct digital contact, so freeing up call centre staff from wasted outbound calls.
    • Empower customers to positively engage at a time and place to suit them
  • Reduced Maintenance Expenses

    • Complement your call centre with a high volume, low-cost interactive digital medium so that your call centre team can focus on high value calls and calls where the end customer has specified a call back.
    • Chase outstanding debt
    • Upsell, cross sell insurance products
    • Wellness communication
    • AGM’s getting people to register interest /attendance for events