CafeX's New KickStart Program Ready to Boost Customer Engagement
CafeX Communications has something of a new product in its works known as KickStart, and it's a product that may shake up a lot of customer engagement as we know it. Being compared to its namesake Kickstarter.com, it's been called a tool that gives creative people the ability to add communications tools to an application, allowing users to better provide feedback about the apps in question, among other things.
In that way, KickStart is like Kickstarter, except it gathers feedback where Kickstarter gathers money. CafeX has already made a name for itself in offering up both software and application programming interfaces (APIs) to add communications to apps. KickStart makes it easier to add “call button” style functions to most any app, without the need for a lot of programming.
KickStart uses CafeX's software platform, which can be either cloud-based or built into a company's data center, even going so far as to offer a trial environment for potential users to download to see how it all works. An included wizard allows for easy design, and without too much difficulty, a ready-built communications system can be added to operations.
Web-based real time communications (WebRTC) is proving to be a major market in the making—a Research and Markets study suggests a compound annual growth rate (CAGR) of 45.2 percent until 2025—so having the methods on hand to take advantage of such systems could prove worthwhile.
WebRTC also has a great potential to bolster engagement. One of the big problems with building customer engagement is that it's not always possible to reach someone about an issue when the issue occurs; a customer who suffers a device breakdown in the middle of the night, for example, might not be able to get anyone until the next day. Will that customer just sit on the issue and try to resolve it, or will that customer just write off his or her loss and carry on with a competing firm's offerings? Who wants to take that chance? Improving customer engagement with a more rapid means of contact, meanwhile, is a great way to help ensure that customers stay with a certain organization by making it quicker to make contact.
It will be interesting to see how well CafeX's KickStart system does in the field and how many firms actually turn to it. Improving communications is seldom a bad plan, as if nothing else, those communicating can tell a company where it's going wrong.
Edited by Maurice Nagle