Talisma Corporation: Omnichannel Customer Engagement for Higher Conversions

CIO Vendor Digital technology has caused a tremendous shift in customer expectations, resulting in a new-age, digitally-conscious buyer. With increased awareness and immediate access to a plethora of options online, these modern customers not only demand customized offerings but are also willing to extend their buying cycle in anticipation of better deals. Besides, they rate organizations on customer experience and the relevance of engagement. As a result, organizations find it extremely tricky to formulate sales strategies and are constantly looking for novel ways to serve and retain customers.

Talisma Corporation comprehensively addresses these predicaments with its digital customer engagement platform (DCEP) and customer relationship management (CRM) products. While Talisma’s DCEP enables organizations to engage, service, and delight customers across all touchpoints on a unified platform, the CRM suite helps provide seamless customer experience and build brand awareness and loyalty.

Talisma’s DCEP is an omnichannel customer engagement platform with a proven record of 89 percent customer retention, 30 percent higher customer lifetime value, as well as a 10 percent increase in online customer spending. The platform integrates all means of communication – email, chat, social media, SMS, and so forth – to deliver a consistent experience. Brands can even resume conversations with customers from one communication platform onto another.

Such unwavering customer service and assistance across all communication platforms lead to improved customer satisfaction, increased brand recall, and higher lead conversions. Furthermore, satisfied customers tend to share more data with organizations, which, in turn, paves the way for creating contextual engagement roadmaps.

Talisma CRM systems help boost the contextuality of customer engagement by analyzing customer interactions, validating customer data,
examining campaign responses, suggesting campaign parameters such as time, segmentation, target profiles, and so forth. Thus, businesses can track and engage customers across communication channels with accuracy.

Talisma also enables organizations to measure engagement effectiveness and collect and act on real-time feedback. Besides, Talisma’s digital marketing tools under the CRM suite identify customer characteristics to boost upselling and cross-selling. These tools also help launch multi-step omnichannel marketing campaigns that promise a greater return on investment (ROI).

Organizations can either opt to deploy Talisma CRM software on-site or on the highly secure and scalable Talisma Cloud. The modular nature of Talisma’s solutions allows for seamless integration with an organization’s existing infrastructure. Beyond implementing the solution, Talisma’s team of experts and IT professionals also provides round-the-clock support to clients and conducts regular monitoring and upgrades. Some of Talisma’s clients include Citibank, HDFC Life, Sharekhan, ITC Hotels, Bandhan Bank, Indian Oil, Samsung, and more.

Samsung India collaborated with Talisma to build a digital-first sales platform and launch the E promoter program. The program aimed to enable customers to connect with Samsung through a digital chat channel to enhance customer purchase journey and improve online sales conversion. Talisma's offerings helped Samsung India earn the "Highest Sales through a Single Channel" award across all Samsung sales channels in four months. Samsung’s chat-to-sales conversions numbered 12 percent, miles ahead of the industry average of 0.02 percent.

Talisma has been serving clients across industries, including banking, financial services, and insurance (BFSI), retail, hospitality, healthcare, manufacturing, and more. The company continually strives to enhance its platform to deliver a better customer experience through in-depth market research and customer interactions. Besides leveraging robotic process automation (RPA), Talisma is currently working on augmenting the omnichannel platform with chatbots as part of the product roadmap. Ultimately, Talisma will help organizations transform from CRM to customer experience management (CEM) to strike a healthy balance between business objectives and customer preferences.