MarTech Interview with Arvin from Hoolah

How has your approach to customer engagement/retention/loyalty changed due to new MarTech tools and solutions?

We find ourselves using a wider variety of tools for specific functions. Now that tools can be seamlessly linked, we don’t have to search for a 1-stop solution. We utilize a chat tool that’s really fit for purpose to engage our consumers but have a standalone ticketing system that is linked but separate.

We also utilize our data to create engagement funnels with our customers to ensure that they are re-engaged in a timely manner with the appropriate incentives, typically based on behavior. This a great way for us to build brand loyalty with our most avid users.

With all the new MarTech tools and solutions now available, what's one of the key pitfalls to avoid in the procurement process?

Procurement isn’t a word we use often, as a start-up. We look at value for money and consider the tools we use as an investment into improving our processes and customer experience. For example, we could have gone with a more cost-effective solution for our consumer chat tool, but we knew that this initial interaction point with our customers, typically when they’re having some type of challenge, needed to be robust.

The pitfall in this scenario is to make sure you’re investing appropriately to get the best experience for your customer because that impression lasts!

How have you best managed to integrate legacy systems with new MarTech solutions?

Fortunately, as a start-up, we don’t suffer from legacy systems. When the time comes to move from one tool to another, we try to utilize our own technical know-how to make the transition processes as seamless as possible.

Read the full interview at MarTech Thoughts