Engagor is a cloud-based social media management (SMM) tool with capabilities in team workflow, analytics, monitoring and engagement. It was launched in 2011 and received $2.6M in funding in 2013. Engagor has its main office in Ghent, Belgium.

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  • This article was originally published by Sid Banerjee, Chief Strategy Officer and Co-Founder, in the Huffington Post. It’s been nearly one year since Pokemon Go launched, and the headlines are still rolling in. Whether you’re sick of hearing about the 90’s inspired mobile game or you’re out there catching ‘em all, it’s the most widely used […] The post Forget Everything You Know About AR and VR: T...

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  • One challenge organizations have today is the lack of data to validate bold moves, like strategic decisions to change policies, procedures, and products. Journey analytics allows you to take advantage of quantitative and qualitative insights gathered from across the business and infuse them into a journey-based view for more credible, data-driven decision-making. Journey analytics includes […] The...

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  • We’ve spent a lot of time talking about the evolution of customer service models and what that meant for both contact center agents and social media team members. While few can argue that the expertise and cost-savings of fielding customer service requests through social media aren’t needed- the execution of this initiative can throw off […] The post A Guide to Social Customer Service appeared fir...

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  • As the holidays near, I’m back in that mode where I’m considering making ridiculous purchases from all types of companies. Of course, with access to reviews, social media and other online information – I’d never complete a purchase with a company I can’t trust. As a consumer, there are a few red flags I always […] The post Why I Don’t Trust Your Brand appeared first on CX Social.

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  • Halloween has a way of making us think about our biggest fears. Ghosts, sleeping in the dark, and creepy crawlers are just a few things that keep most people up at night. My fears, on the other hand, range from customer complaints to thinking about whether or not I’d survive a zombie apocalypse. Luckily, the […] The post Keep Calm: It’s just a zombie apocalypse. appeared first on CX Social.

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  • *This post was originally published on Clarabridge.com.  Clarabridge released a report, Customer Experience in the Clouds, last month that looked at the airline industry through the lens of passenger expectations. One of the more surprising findings was that almost three-quarters of travelers don’t bother complaining to airlines when things go wrong. With Ryanair and Monarch back in […] The post T...

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  • Last week, we announced our winners of the Clarabridge Customer Experience Awards for the Europe, Middle East, and Africa (EMEA) region! Spanning a variety of industries, the winners have all demonstrated innovation, leadership and measurable results with their customer experience programmes: CXC Luminary Award: Honours an organization that has made a corporate shift to elevate customer […] The po...

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  • Once upon a time, the contact center was seen as nothing more than long hold times and frustrated customers. Without an alternative, customers loathed dialing in and speaking to customer service representatives because that meant that every time they were transferred, they would have to repeat their question or issue. Evolving social channels meant instant […] The post Social Media and the Contact...

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  • If you’ve been keeping up with the blog, you know how passionate we are when it comes to mapping out the customer journey. With the right data in your corner, your customer journey map should provide both a micro and macro view of the customer-to-business relationship. Inflated terms and office politics often get in the […] The post Should Social Media Affect Your Customer Journey Map? appeared fi...

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  • A couple of days ago, I was talking with industry analyst, Omer Minkara from Aberdeen. He’s one of the most credible customer experience analysts I’ve talked to in the last 5 years. He told me that the average contact center agent interacts with more than 20 systems on a daily basis. Seriously?! 20! In my role […] The post Calling all CIO’s and CTO’s: Better Customer Experiences Need You appeared ...

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  • Maybe you already have a social media dream team. Perhaps you’re looking to build one. Either way, your team is a lot bigger than you probably think. You have team members all over the world that are responsible for how your brand is perceived online. But, who are all of these mysterious colleagues, you ask? […] The post You Already have Social Media Strategists and They’re Working for Free appear...

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  • CX Day is a celebration of businesses that put the customer first. CX enthusiasts all over the world are coming together to share thoughts, ideas, and strategies that make meaningful impacts in customer experience. It’s also an opportunity to share these ideologies with others in your organization who may not have a holistic understanding of […] The post 11 Ways to Celebrate CX Day! appeared first...

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  • You’re not in charge of customer service anymore. Traditional customer service models are becoming increasingly dated, and as a result people aren’t satisfied with the level of support that they’re receiving. Customers are deciding when, where and how they get the assistance they need, and making a phone call, or standing in a long line […] The post You’re Not in Charge Anymore appeared first on C...

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  • Regardless of your place in an organization as a customer experience advocate, I’m sure you’ve come across a customer journey map. But, coming across a journey map, and actually using one are two different things. Most customer journey maps find themselves collecting dust on a shared drive because they aren’t applicable to multiple levels within […] The post Journey Mapping with Analytics:It’s wei...

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  • Is there one formula for social media success? What sets apart the good teams from the great ones? At Clarabridge, we’ve worked with thousands of companies to understand what they are doing right and what they could do a little better. This in mind, we’ve found some consistency in what the most successful social media […] The post Social Media Routines to Help You Thrive appeared first on CX Socia...

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  • Six years ago, Bain & Company were already providing data that said customers spend 20-40% more with a brand they’ve interacted with on social media. Wow, that was SIX years ago. Imagine what those numbers are today as more and more consumers realize that it’s not only easy but also convenient to get support via […] The post 3 Steps to Better Social Media Engagement appeared first on CX Social.

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  • How do amazing, seamless customer experiences happen? Well, they don’t happen by accident. They’re a result of intricately orchestrated micro and macro interactions. They’re also a result of CX advocates working with every department to make sure there is consistent alignment between what customers are expecting, and what they’re getting. Combining social media analytics with […] The post How Grea...

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  • Traditional customer service models are outdated. Businesses are no longer in a position to dictate where, when and how customers or prospects get the help they need. Instead, customers are dictating how they will get in touch with you, and more likely than not, they’re choosing to do so with the most public forum available […] The post How the Customer Service Shift is Affecting Your Business app...

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  • Contact center efficiencies are intrinsically linked to the customer experience your company delivers as a whole. Once you improve the customer experience, you’ll find that your contact center metrics improve too. But the key here is to consolidate customer interaction data in your contact center and use technology to efficiently mine it for insights. Advanced […] The post Infographic: How to Cut ...

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  • Being able to predict inclinations toward specific behaviors, helps you to understand the customer, and properly engage them at every touch point. With this information at the ready, your teams can design the right experiences inclusive of personalized recommendations and inventory optimization to meet those needs. See, what happens when you use Omni-channel analytics is […] The post The Truth Abo...

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  • Ok, did that drastic title scare you into reading this blog post? Good, I wanted to grab your attention. But, before you think things are too bleak, let’s level set. Maybe ‘failing’ was a strong word but here is the truth: Your CEM Program is only as good as how far you distribute the VOC data. […] The post Your CX Efforts Are Failing. Here’s How to Make Them Work appeared first on CX Social.

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  • The enormous impact of Tropical Hurricane Harvey has victims, federal agencies, and social media users alike scrambling for information and ways to help. Once again, Social Media is proving itself to be a vital lifeline for both those who need help and agencies that need to supply up-to-date information, quickly. Now, that federal agencies have the […] The post Why Hurricane Harvey Victims are Tur...

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  • Whether you’re a CX professional looking to get your company excited about deploying a customer experience program or have a mature program that you want to take to the next level- here are five reasons you need to attend C3 London: You need to meet other CX Professionals- Although most CX professionals work with almost […] The post Uncovering the Future of CX appeared first on CX Social.

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  • A good social customer service strategy improves the organization’s ability to provide enhanced customer experiences. It’s easy to make quick context shifts to try and make up for one off dissatisfying customer experiences, but fail to have a solid plan in place that will put them in a position to provide social customer service that […] The post How to Win Friends and Influence Followers appeared...

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  • Social media management and engagement is still evolving and as a result, social media is more crowded than it’s ever been. Everyone is grasping to find their place and get the attention of potential clients. How do some businesses create a social media strategy thrive in such a noisy environment? We’ve worked with thousands of […] The post The 4 Elements of a Successful Social Media Strategy appe...

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  • Every business and CEO likes to think that they always put the customer first, but the hard truth is that there is a huge disconnect between what businesses believe they are offering and what customers feel they are actually receiving. Good customer service no longer makes a business stand out. Modern consumers expect the best. […] The post Why Being Connected To Your Customers Is Not Enough appea...

Engagor
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  • The social media/contact center agent unicorn is becoming increasingly common as customers are expecting support via social media channels. In most companies, especially bigger ones, the marketing team simply doesn’t have the information, bandwidth, and ability to offer the type of support customers are requesting on social media. Combining the efforts of the contact center […] The post The Decisi...

Engagor
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  • The last thing any company wants to worry about when it comes to emergency preparedness is social media. While to some managers this concern may seem a bit trite, too often, we see businesses scrambling to put in place a social media crisis plan after they’ve made some very public snafus. Social customer service is […] The post 3 Steps to Crisis Management on Social Media appeared first on CX Soci...

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