Why a customer engagement platform?
To facilitate transition to the digital market by media companies, and to deliver an effective solution for attracting, acquiring and retaining readers in the new market, media companies require customer engagement tools.
The customer engagement platform is a full-cycle, large-scale tool designed to engage readers at every stage of the user journey, at scale and programmatically.
Empowering users, informing business decisions
Digital publishing needs a customer engagement solution
The space faces difficulties including:
The development story
The client had begun building their own customer engagement tool before reaching out to us, but when Lightpoint engineers began working on the project the product was only 30% developed
Starting with task-based engagement in 2015, Lightpoint’s team gradually transitioned to take ownership of the project and began creating modules of the solution.
A modular, comprehensive solution
- Secure payments with top-rated providers like Stripe and Edgil
- Unique logic and UI configuration for each client
- Fraud detection and defence
- Configurable application logic without reload
- Generate batched offers, yet retain the flexibility to set up the product differently for different newspapers
- Configurable, no reload required
- Only subscribers can log in with identity provided by Publisher
- Secure payments with top-rated payment providers like Stripe, Edgil, etc)
- General information about publications
- Rules for complaints procedures
- Payments and billing support
- Selling, upselling and cross-selling opportunities
- Stop saver scripts to reduce subscription churn and encourage retention
- Customer recognition on landing
- Single customer view across email addresses and other data
- Flexible access control and request tracking for all external customers
- Unified scalable authentication system for the whole platform
- Point of integration with third-party service providers and publications
- Multi-tenancy logic flows for publishers
The Lightpoint team:
Offers module: 2 devs
Self service: 3 devs
Central: 2 devs
Marketing campaigns: 3 devs
Lightpoint built the system with:
Microsoft .NET Framework 4.6
Microsoft .NET Core 2
JavaScript / TypeScript
Angular
Node.js
Knockout.js
C#
AWS
Key features:
- Registration
- Clearance delivery
- Bank card binding
- Making payments
- Self Management Subscription
- Call center support
- Email signup
- Converting users to subscribers
- User behavior analysis
- Formation of offers for subscription
- Customer service
- Marketing campaigns
- Invoicing and payment control
- Additional payments
- Content management
- Storage of newspaper information
- Rules for responding to subscribers' complaints
- Product purchase by modules
- User identity provided by the publisher
Key platform features:
- Access control to the system according to the purchased products
- Performance monitoring of all modules
- Integration with third-party systems
- Modern technology stack
- Mechanism for recognizing and blocking intruders
- Subscription activity logging
- Feedback, saved content, and community tools
- Point of integration with 3rd-party service providers
- Subscriber flows, including newstarts
- Billing
- Upsell/cross-sell
- Stop savers