Acquire.io: A Unified Customer Engagement Platform

Customers are the lifeblood of every business. Yet only a few companies can keep up with their evolving demands, leaving firms ready to invest in customer experience and improve their market share with a huge window of opportunity. 

Unsurprisingly, CX management has emerged as a top priority for business leaders who are investing increasing resources to achieve it. However, achieving the personalization and omnichannel experience that modern customers demand is impossible without the right technology.

Companies with the strongest omnichannel customer engagement enjoy a 10% YOY growth, a 10% increase in average order value, and a 25% increase in close rates. 

Adobe

Besides expecting the same level of services across multiple touchpoints, customers’ preferences for service are also changing:

67% prefer self-service over speaking with company representatives. Overall, speed and convenience remain the cornerstones of efficient customer service. Companies that understand this prioritize technologies that foster these benefits over adopting technology only for being cutting-edge.

PwC

Acquire.io Customer Engagement Platform Overview

Acquire provides a pay-as-you-go customer services automation platform that enables lightning-fast, efficient, and real-time customer communications, leading to happier employees and satisfied customers. Besides feature-rich integrations, the software provides a single source of truth for all customer interactions so you can respond to queries from a single dashboard without losing track.

The customer service automation platform is purpose-built to drive communications across the customer lifecycle and enable an omnichannel experience without any complex IT infrastructure or hiring a large army of customer service personnel.

The Acquire platform is essentially an all-in-one customer engagement platform with capabilities like video calls, live chat, calls and SMS, emails, VoIP calls, co-browse and screen share, and chatbots. That’s not all – the platform comes with integrated analytics to measure and analyze your customer data for deeper insights, more personalization, and automatically enriching customer profiles. There’s also a knowledge base functionality to organize your customer-facing resources into an easily accessible self-service database to help customers solve their queries, further reducing customer service costs and boosting engagement.

The platform ensures cross-browser compatibility and offers 50+ integrations. Acquire can be used with your existing IT resources, such as your sales, support, social, analytics, and SSO tools, for seamless interactions and a unified data view.

Acquire’s Features

Acquire equips enterprise teams with all the digital tools they need to curate exceptional customer experiences by streamlining customer conversations for sales, support, and onboarding. It provides your customer support agents with scalable, no-download, and interactive tools to guide customers on the web and in-app in real time. 

Your team gets a simple and intuitive user interface that gives them a unified view of who’s visiting, how long a user was waiting, and other details about users drawn from various integrated software and browsing history. The platform also keeps a full record of chat history and runs automatic reports with summary details post-chat to give team leads and supervisors full control over customer conversations. Some of the most loved features of the Acquire unified customer engagement platform include:

1. Live Chat

Live chat is known to increase customer engagement by ensuring real-time support. This increases customer trust and loyalty, leading to return sales. 

Acquire live chat can be used seamlessly across multiple devices, browsers, and digital channels to ensure on-demand support for customers during working hours.

2. Chatbot

Modern, hyper-connected customers demand 24/7 attention, which can be made possible by deploying a chatbot on your digital frontiers. The Acquire platform lets you create a chatbot for your brand without coding. Choose your bot’s purpose and build custom workflows to answer repetitive queries automatically, 24/7, without burdening your support staff.

3. Co-browsing

Whether it’s an immersive product demo or troubleshooting complicated problems, the Acquire platform allows you to view and interact with your customers’ browsers using visual cues with co-browsing technology. The best part about the Acquire co-browsing feature is that it requires no plug-in or download on either end and can be instantly launched in a click, making the process faster, hassle-free, and much more enjoyable.

4. Knowledge Base Software

The platform has built-in knowledge base software to collect and organize customer-facing help center resources into an automatically expanding and easily accessible guide. Besides building your self-help resources, Acquire plugs this information into your live chat, captures requirements, and auto-suggests articles to enable automatic assistance for complex issues without needing live agents.

5. Shared Inbox

It is easy to get overwhelmed with multiple communication channels and lose track of customer interactions. However, the Acquire customer engagement platform solves this challenge by providing your agents with a unified mailbox that connects your email support with the rest of your support channels to create a single pane of glass view for all customer interactions. The result is less chaos and confusion – your agents can view all customer engagement, including emails, in a single chronological timeline per customer and respond to emails from the same dashboard as live chat, social media, VOIP, SMS, and more.

6. Video Chat

It is a fact that most customers prefer human interactions, especially when dealing with complex issues or financial transactions. Acquire customer engagement platform includes a convenient video-chatting feature that lets you connect with your customers face-to-face via their preferred communication platform in just one click from the Acquire dashboard.

The best part about the video chat feature is that it requires no installation and allows both one-way and two-way video support and video recordings. A mobile SDK means you can customize your mobile app’s video experience with zero coding knowledge.

A Customer Success Story Enabled By Acquire Customer Support Platform During the Pandemic

The Dufresne Group, a Premier Canadian Home furnishing retailer, implemented Acquire video chat to reduce furniture repair costs and improve customer engagement online. By leveraging Acquire video, the team turned the first home visit into a video inspection that reduced the number of home visits by half and improved the service speed tremendously. Unfortunately, while the company was enjoying its success, the pandemic hit in 2020, posing a new challenge in the face of social distancing and almost nil in-store visitors for furniture sales.

The solution lay in a eureka moment that led the team to deploy video chat for sales using the already familiar Acquire platform. Adding live chat and a 24/7 bot further amplified marketing personalization and curated support, leading to higher engagement and sales. By introducing video tours for furniture and implementing co-browsing technology to replicate the in-store experience, the retailer could pivot the in-store model to online sales without additional investment or training.

You can read the case study or fix a demo to see how Acquire can transform your business by automating your customer services with its plug-and-play platform.

Book an Acquire Demo