What is our primary use case?
Hightouch is our preferred platform for processing customer data that is stored in other data warehouse platforms that help with cloud storage of data. It helps us process that data, customer data and make the most out of it in enabling our customer service and even the sales and marketing process. In a nutshell, it helps us handle our customer data and handle it in a manner that is responsible and one that allows us to use it purposively in growing our customer base.
A specific scenario where we use Hightouch with our customer data is when we want to deliver a marketing campaign or execute an activation program. This requires the data being used to be real-time. We need an active customer profile, and to build that customer profile in order to engage with customers, we need their data and how they behave, their live behavior in terms of looking for services in our organization. Hightouch allows us to process that data and offer a real-time and personalized marketing drive to push our services further.
Another area where we use Hightouch is that it has incorporated artificial intelligence and is helping us deploy assistive AI agents that aid in some of the repetitive tasks around marketing processes and customer service processes. These areas include content creation, content curation, and coming up with press releases and various mockups for products or services that we offer. This is helping us implement AI agents in assisting to execute moderate campaigns and execute the repetitive tasks.
What is most valuable?
One feature that Hightouch offers among its many others is being a platform that is easy to integrate. Hightouch supports integration with other tools from CRM tools, customer support systems, and even other marketing platforms. Therefore, that extensive integration capability ensures that whatever data or data you're processing regarding a customer is accurate and up to point for usage across our whole organization. Further to that, it's a multi-industry platform. It's not exclusive to one industry. Anyone who is dealing with clients, whether from financial services, healthcare, manufacturing, or travel and hospitality, can turn to Hightouch in handling their customer data and making it more effective. Still further, with the introduction of AI agents, it's helping execute marketing or customer engagement that is AI-driven. With AI-driven execution, it's more resourceful and less of the errors that plague the manual execution of these campaigns.
On explaining how integration and the AI agents have changed our marketing and customer engagement, it is due to the simplicity and exclusive access to all-round customer data. With integration, these systems combine from CRM and from marketing ones to deliver what I can call a direct and personalized approach in marketing and also serving clients. This is very effective in ensuring success of whatever we do regarding our customers. Another feature I would like to add is the swift implementation process. Implementing and deploying the platform is a straightforward process that is not complicated. Therefore, users feel free to use it and they find reliability in usage.
What needs improvement?
Hightouch can be improved in a number of areas, but one of them is being on the applicability in small users and organizations. Small organizations that do not have that secure data infrastructure or that expanded customer data may find it complex to acquire the platform and use it. Therefore, they may resort to using other manual methods, and this may bring a disadvantage in their customer data handling processes. Still further, there is the learning curve being encountered by users who are not that tech-savvy. New people or employees who are fresh from other fields cannot be thrown directly into using and handling customer data. They need time and that training or that initial period of orientation to be pretty intense for them to grasp what is required of them and what to expect and not to expect from the platform.
Regarding any technical limitations I've noticed, I can add the requirement to have a robust data warehouse system. Hightouch cannot be used with big or opaque data warehousing systems that are not accurate. So its success also depends on the infrastructure that you have put in terms of data storage and handling. That also calls for an upgrade in that department and increases the price of acquiring the platform.
For how long have I used the solution?
I have been using Hightouch for the last four years.
What do I think about the stability of the solution?
Hightouch is stable in my experience provided there is a secure implementation and deployment and everything that is required is available. The platform will deliver a smooth experience.
What do I think about the scalability of the solution?
The scalability of Hightouch is robust and one that is not much of a complication. It all depends on your organization size. As you scale up and add more users, the vendor is willing to scale you up. I find its scalability simple and one that is not much of a complex matter.
How are customer service and support?
Customer support is responsive and available when needed. This is a good thing because sometimes handling issues with the customer data platforms, they fail at some point and you need to have a vendor who listens to you. Their support is reachable and readily responsive to the concerns of their clients on time.
Which solution did I use previously and why did I switch?
We did not have a previous solution before Hightouch.
How was the initial setup?
Hightouch was our first choice because we did a market evaluation. Based on whatever was being projected to us, we found Hightouch to be of much importance to us.
What was our ROI?
We have had a positive impact from Hightouch, and one area where we had that impact is on the handling of customer data. The whole process has been automated. Handling of customer data is done by Hightouch very effectively without any need for replication or duplication. Therefore, it offers us real-time knowledge and access to the clients that we have. When done manually, sometimes double profiles are created or fake identities may be created. Therefore, an illusion of a huge customer base is created but the numbers are not real. However, with the whole process being handled by one platform, we are sure that whatever data we are processing is accurate and not duplicated, so we have real analytics and therefore can plan better in growing our organization forward.
I can share an example on reduced errors with Hightouch. That is a fact that we have seen the number of errors go down. Our agents and our marketing teams are more focused and they have no room for errors because of the tools that they are using, being AI-assisted and being AI-based. This is a huge boost. They get real-time analytics. On the success of the campaigns, marketing campaigns, and increased engagement with our clients, I can give a ballpark percentage number of around ten percent increase yearly. That is quite an achievement, knowing very well the competitiveness in handling your clients. If you fail or do the marketing campaigns wrong, everything becomes a disadvantage. However, with those reach being going up and showing a percentage increase, it shows that a real impact is being felt.
What other advice do I have?
Instead of handling or having customer data handled manually, it is better to have a secure platform that will give that customer data profile, profiling and analysis in a manner that is secure and reliable. Hightouch does not duplicate that data; it offers that linkage and success will be seen in endeavors and business processes such as sales and marketing and even customer engagement and support.
For governance and security, Hightouch is a strong platform. Since it handles our data efficiently, we have not had any issues. It is a strong platform that is able to withstand any security concerns that may be raised. I find it governable and secure.
On the accuracy and reliability of output regarding Hightouch's AI capabilities, whatever results are obtained at the end depends on what is input. So with proper input, the platform will deliver the required results and it can never fail at any time. I find it reliable and one that can be relied upon to offer accurate customer data handling capabilities.
The reason I chose a seven out of ten rating is due to the reliability in usage and also the fact that it is now implementing AI. The ability to have AI agents handling some minute tasks around marketing and customer success is making the platform more complete. This is helping organizations a great deal in moving with the technological era and ensuring that they remain compliant and have maintained a lean workforce that is dedicated and knows what to do. I give Hightouch a rating of seven out of ten.
Which deployment model are you using for this solution?
On-premises
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Other
