Velaro: A Holistic Look at Customer Engagement

From the Mad-Men era of winning clients over dinners and cocktails to the present day of personalization, chatbots, and omnichannel journeys, the essentials for an effective customer experience (CX) have evolved over time. Today, customers expect a consistent experience across different channels. In order to effectively deliver an engaging experience, one of the biggest challenges for companies is unifying customer conversations across website chat, SMS, and social media direct messaging and keeping track of their engagement level. This has led to a high demand for advanced customer relationship platforms with built-in social media messaging tools powered by cognitive technologies like natural language understanding and intent recognition. These collective efforts aim to help companies draw insights from a customer’s buying patterns and accordingly improve the chances of building productive customer relationships.

As a company that has been navigating the CX domain long before the term was even coined, Velaro finds itself at the juncture of this evolving customer experience landscape, helping businesses increase customer lifetime value and proactively improve customer support and communications. Velaro has beenproviding no-code key business stack components for conversational sales and marketing to personalize experiences for a brand’s online prospects and customers.

“Our solutions are helping numerous businesses across industries provide purpose-fit engagement experiences to customers based on their unique needs and preferences,” says Mark Baumgardner, Head of Product at Velaro.

Velaro’s cutting-edge platform acts as a massive first-party data collecting machine, gathering data from interactions that happen across self-service, live chat, messaging, co-browsing, feedback, voice, and ticketing. The platform directly delivers collected data to the enterprise systems it is integrated with, to aid in nurturing and building leads. In addition to these capabilities, Velaro’s live chat software bundled with their platform incorporates an asynchronous messaging feature that gives the customer a free hand to start, pause, and resume a conversation. The platform is also integrated with direct messaging tools on social media channels like Facebook Messenger and WhatsApp, which assist companies in tracking their customer’s purchase history to offer targeted discounts and gift vouchers and garner attention.