Engage for Customer Success
Build deeper relationships, reduce churn and help every customer succeed
Richard Hogg,
Group CEO, Ardonagh Group
“Engage gave us a single front door to the business. Whether someone’s in an office, on the road, or in a branch, they feel equally connected — and we can prove it.”
The problem Customer Success teams face
Serving customers well takes more than support tickets and product updates. Customers want faster answers, clearer communication and a feeling that they belong to a community around your brand. Yet most tools are reactive and limited.
Slow, reactive communication
Updates reach customers late. Messages feel scattered across email, portals and calls.
Low visibility of what customers need
Feedback is hard to centralise. Insight is limited. Patterns go unseen.
Underused support and education content
Customers cannot find what they need, which increases workloads and frustration.
What you can achieve
with Engage
Stronger Retention
Customers stay engaged with product updates, learning and community.
Lower Service Cost
Self-service content and clear navigation reduce support workload.
More Advocacy
Active communities create champions who share, support and refer.
Anna-Maria Tsili
Head of HR & Talent at itsu
How Engage Helped itsu Reach Its Deskless Workforce
"The ability to segment communication has been a complete game-changer. Everyone sees information that’s genuinely relevant to them, making updates feel more personalised and far more effective."
Challenge
With only around 110 of its 1,300 employees working at desks, its internal comms team needed a better way to reach everyone else.
Solution
Working with Engage, itsu launched its’us, a mobile-first app designed to reflect itsu’s brand, values and vibrant culture.
Claire Leake
Chief People Officer at National Care Group Limited
National Care Group: Transforming Engagement with Engage
“Engage has transformed how we reach our frontline teams. Being able to communicate in real time has played a huge role in reducing turnover from 41% to under 24%.”
Challenge
NCG faced significant challenges in communication and colleague retention. An annual turnover rate of 31.5% created instability within the workforce, making it difficult to provide consistent, high-quality care.
Solution
Engage brought all communication into one accessible platform, giving colleagues a central place to receive updates, view policies, and share feedback instantly. By connecting teams across hundreds of locations, the app has created a more inclusive, efficient and responsive way of working.
Chris Boyle
Head of AfterAthena and Employment at Napthens
North West based law firm Napthens launches community app with Engage
“Engage strengthens our relationships and positions us as trusted advisers. By keeping clients informed with the latest legal updates and documents, we’ve achieved a retention rate of around 96%.”
Challenge
AfterAthena needed to move beyond traditional, transactional communication. Clients lacked a single place to access documents or updates, and email processes slowed everything down. They wanted a modern way to build a stronger client community and improve access to essential information.
Solution
AfterAthena launched a single platform that brings their client community together. Clients can access documents, updates and guidance in one place, with integrated systems and real-time messaging making communication smoother and more connected.
Give customers the answers they need faster
Support customers before they need to raise a ticket.
Clear product guides and self-service resources
Targeted updates based on product usage
Central hub for documents, FAQs and policies
Build a loyal, active community
Create a space where customers learn, connect and share.
Groups for product topics or interests
Events, webinars and expert sessions
Stories, ideas and peer to peer support
Understand what customers feel and need
Spot risks and opportunities early with real insight
Feedback loops and surveys
Engagement dashboards
Behaviour patterns that guide your next action
Features built
for Customer Success
Targeted updates
Share product changes, notices and guidance in one place.
Self-service knowledge
Help customers solve common issues without support.
Customer groups
Create safe, moderated spaces for collaboration.
Events and learning
Deliver training and onboarding content with reminders.
Feedback and surveys
Capture insight to improve product and service.
Advocacy tools
Identify champions and encourage reviews or referrals.
Document hub
All customer materials stored in one easy location.
Analytics and reporting
See engagement across products, topics and customer segments.
Enterprise security you can trust
Built for enterprise. Certified for peace of mind.
ISO 27001 certified
GDPR & CCPA compliant
Data encrypted at rest and in transit
UK/EU data residency options
SSO, SCIM provisioning, audit logs, & role-based access
Frequently asked questions
How does Engage help us support customers more effectively?
Engage gives customers a single branded space to access updates, resources, support information, and personalised content. With push notifications, messaging, and self-service tools, customers get answers faster — reducing support load and improving satisfaction.
Can Engage help us increase customer engagement and product adoption?
Yes. Engage delivers targeted onboarding, tips, updates, and feature prompts based on customer segments or lifecycle stage. Automated journeys ensure customers stay informed and confident, improving adoption, usage, and long-term value.
How does Engage help us build stronger customer relationships?
Engage enables two-way communication through social feeds, messaging, polls, and community groups. Customers can ask questions, share experiences, provide feedback, and connect with peers — helping Customer Success teams build trust, understand needs, and foster advocates.
Can Engage integrate with our CRM, support, or product systems?
Absolutely. Engage connects via API, SSO, and automated user provisioning to CRMs, ticketing platforms, knowledge bases, and customer portals. This allows you to surface key information — like updates, cases, documents, and actions — directly in the customer experience.
How does Engage help us monitor customer health and satisfaction?
Engage provides real-time analytics on customer activity, engagement, content performance, and community participation. Surveys, polls, and sentiment insights give Customer Success teams measurable indicators of customer health, helping them intervene early and improve retention.
Is Engage secure for customer communities and external audiences?
Yes. Engage is built with enterprise-grade security including ISO 27001 certification, GDPR compliance, encrypted data flows, and strict audience controls. Customer data, conversations, and documents remain protected in a secure, governed environment.