Customer Engagement

Are you tired of wasting time trying to figure out when you have availability for appointments with clients? How many appointments are you missing because you have stepped away from your desk, out of the office, or because you have closed for the night or weekend? Intelligent Appointment Scheduling (IAS) by Engageware offers automatic scheduling […]

If you want to connect with your consumers, you need to go to them. In 2019, they are spending more time than ever on social media—2 hours and 16 minutes1 per person, per day across all social apps. And a large chunk of that time is devoted to Facebook where users are scrolling, chatting with […]

Scheduling appointments has never been easier with Reserve with Google powered by Engageware. Reserve with Google is a direct way of enabling prospects and customers to gain access to immediate appointment bookings. It skips the hassle of scouring a website looking for the phone number to call. Automated phone answering services can be a labyrinth […]

From virtual try-ons to in-store classes and nap centers, leading brands are offering customers meaningful experiences and more personalized services. In an Amazon vs. everyone else world (where Amazon is the undisputed king of low prices and free shipping), retailers are investing in resources and technology that create memorable moments. The most innovative are adding […]

Mobile Appointment Scheduling Interactive Calendars That Work Seamlessly Across Devices Engageware’s online appointment scheduling app provides a positive, personalized user experience to your customers while allowing your employees to focus on value add efforts for your business. Engageware’s Intelligent Appointment Scheduling connects prospects and customers with the right employee on your team by linking your […]

Scheduling an appointment over the phone or through back and forth emails, whether with customers or prospects, is far more time-consuming and frustrating than it should be. That’s why organizations are turning to online appointment scheduling to help drive growth and customer loyalty. Fueled by consumer demand for live interactions when and where they want […]

Banks are working hard to become more “friendly,” but is it working? Reputation.com’s recently released 2019 Retail Banking Reputation Report is a reminder of how banking still has quite a ways to go to address the customer dissatisfaction that’s impacting their Reputations Scores. Many banks are now just catching up to the reality that retail […]

We live in an on-demand, self-service world. Consumer expectations have changed as our brains have been rewired. We demand the ability to consume content, binge-watch media, browse catalogs with the scroll of a thumb, shop with two-day delivery, catch a ride on the fly, and multitask while speaking commands to a home speaker system with […]

One of the biggest retail trends driving growth in 2019 and beyond is in-store experiences like classes and training sessions. By revamping your omnichannel strategy, you can provide a more seamless experience between online and in-store interactions. This is especially important for savvy millennials and Gen Z consumers who want the convenience and personalization of […]

You’ve done the research and know your customers are savvier than ever, want personalized attention, and are raising their hand and asking to meet with real people instead of having conversations with chatbots or waiting days to weeks for a response from your contact forms. This is where the addition of a “Schedule-a-Demo” feature on […]

Retailers know that personalization is the key to boosting sales and gaining loyalty among a fickle consumer base. But not all brands have been able to capture shopper attention in the moment of interest, especially during the in-store experience. Engageware research from 2018 found that nearly half of survey respondents found it “difficult to get […]

Automation has been suffering from a bad reputation problem lately. This is especially true in the retail sector where a recent survey indicated 2 out of 3 retail workers fear technology will overtake many of their job duties. But there’s a much more optimistic tone among industry insiders and analysts. The World Economic Forum, the […]

As a company that works with over 350 banks and credit unions and is continuously evaluating their websites for self-service best practices, it’s astounding to see how many bank and credit union websites are missing a fundamental element of website UX — a simple yet prominent and easily accessible search bar — with strong on-site […]

Retail trends move quickly, but one that has staying power, and for good reason, is a focus on customer experience (CX). One major pillar for CX in 2019 is the link between personalization and engagement rates. Industry groups including the National Retail Federation found that this year brands are prioritizing “both the online and in-store […]

Branch transformation is at the forefront of retail banking efforts and it’s estimated that U.S. banks spent nearly $10 billion in 2018 to make these digital and in-branch conversions. Though much is happening behind the scenes, customer-facing technology enhancements and resource planning adjustments are the biggest changes that customers are likely to notice. Most notably, […]

We attended BankWorld, the Connecticut Bankers Association bank show at the Mohegan Sun Casino. When we weren’t taking your questions & answers at the booth (come find us at other conferences this year), we attended some great sessions on trends in the financial realm today. One of the most resounding sessions was presented by Bruce […]

While 2019 is forecasted to usher in an acceleration of digital transformations and added online services for retail mortgage lenders, the in-person visit is still the preferred transaction method for nearly half of banking customers when making major financial decisions. And when it comes to community banks and credit unions, industry leaders stress the need […]

The holiday shopping numbers from 2018, the strongest in six years, indicate retail sales are healthy. But as we slide into a quieter shopping period, as well as more uncertain economic times, the urgency to keep Millennials and Gen-Z engaged is top of mind for retailers of all types—from big box stores to beauty brands. […]

As we prepare for NRF2019 in New York, we wanted to share this fascinating interview from the CMO On-The-Go podcast on the emerging technologies that impact real-world business and consumer interactions. Are we experiencing the retail apocalypse? Are chatbots becoming the desired consumer experience? Are we still seeing e-commerce battling with in-store operations? Below is […]

A better way to manage return season with personalization and intelligent appointments The 2018 holiday season holds a lot of promise for retailers. According to Deloitte’s annual holiday forecast, everyone from discount brands and big box stores to purveyors of luxury goods is expected to ring up more than $1.10 trillion sales, with about $134 […]

The good news is retail sales continue to rise month-over-month. With a strong economy and low unemployment, sales are forecasted to remain strong throughout 2019, though the rate of growth is expected to slow. However, there are grayer skies ahead in the long-term. Forrester and other research organizations predict that a slowing economy is inevitable, […]

The case for targeting the repeat customer — it’s good for revenues and loyalty building There’s no arguing retailers have gotten really successful at acquiring first-time customers through the tested marketing trio of search, online behavior tracking, and ad re-targeting. Retail’s real problem today is achieving the second sale, a much more profitable sale and […]

Even as the lines between physical and digital channels continue to blur, many banks and credit unions are struggling to prioritize the people and financial resources needed to reach their goals and deliver a truly omnichannel and personalized in-branch experience. A new report from WBR Insights’ Future Branches division, Enabling In-Branch Associates Through Phygital Initiatives, […]

This blog is part of a short series called “The Events and Classes Diaries”, where we recount our own experiential marketing journeys to highlight the power of classes and branded events in creating an exceptional customer experience. On Fridays, my kids have swim team practice at the Needham YMCA on Great Plain Avenue. In theory, it’s great […]

Today’s Millennial consumers expect a modern experience when choosing a financial services provider. Whether it’s a bank, credit union, or wealth management advisor, Millennials want to engage when, where and how they want, across multiple channels. Web, mobile, app, or phone — all represent viable Millennial engagement options that financial services sellers must tailor to […]

This blog is part of a short series called “The Events and Classes Diaries”, where we recount our own experiential marketing journeys to highlight the power of classes and branded events in creating an exceptional customer experience. At Engageware, we work with some of the most innovative brands in the world. And we’re proud of […]

This blog is part of a short series called “The Events and Classes Diaries”, where we recount our own experiential marketing journeys to highlight the power of classes and branded events in creating an exceptional customer experience. On a recent drizzly morning, I pulled out my chewed-up leather hiking boots to get primed for autumn […]

Dreamforce is always a great conference and Engageware enjoys participating each year. That’s partly because of the great venue and wonderful sessions that are offered, but its mostly because Dreamforce is the perfect opportunity to talk to customers, find out what their pain points are, and have open and honest discussions about how to solve […]

Successful marketing depends on creating an omnichannel customer experience that is integrated across platforms, and that includes leveraging social media engagement as a means of reaching customers. People spend hours every day on their phones and on social media, and if you’re not capturing at least some of their attention, that means that they’re engaging […]

Yesterday Engageware released data from our survey on the state of the B2C buying experience, and respondents made it overwhelmingly clear that B2B brands should consider appointment scheduling to deliver the personalized buying experiences preferred by today’s consumers. The Engageware-sponsored survey, “What Buyers Want: The State of the B2C Buyer Experience,” complements our recent data […]