Dove Soft Limited : Customer engagement and retention
In today’s digital-first economy, businesses have countless options to reach customers, but the real challenge is not just reaching them—it’s keeping them engaged and building lasting relationships.
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TelecomNews24: Today we are joined by Mr. Hiren Patel, CTO of Dove Soft Limited. Welcome, Mr. Patel. Our topic for discussion is “In this competitive world, why customer engagement and retention is important.”
Hiren Patel: Thank you for having me. In today’s digital-first economy, businesses have countless options to reach customers, but the real challenge is not just reaching them—it’s keeping them engaged and building lasting relationships. Customer acquisition is expensive, but retention drives long-term growth and profitability. Strong engagement ensures that customers don’t just use your product once, but continue to come back, trust your brand, and even advocate for it.
TelecomNews24: How does Dove Soft Limited contribute to helping businesses achieve this?
Hiren Patel: At Dove Soft, we empower organizations through our Mobicomm CPaaS platform, which enables seamless communication across multiple channels—SMS, WhatsApp, Instagram, RCS, Voice, and Email. These are not just tools for sending messages; they’re touchpoints for meaningful customer conversations.
Beyond communication, we’ve developed specialized engagement tools like:
1. A Survey Generator to capture real-time customer feedback.
2. A Website Support Widget with AI Agent integration for instant automated support.
3. Voice Bot integration and Live Chat with Human Agents to balance automation with personal interaction.
4. All of these features help businesses provide quick, intelligent, and human-like customer support—making customers feel valued.
TelecomNews24: Interesting. You also mentioned a no-code approach for automation?
Hiren Patel: Yes, exactly. We provide a no-code UI for bot implementation on WhatsApp, Instagram, and RCS. This means businesses don’t need heavy IT teams or coding expertise to set up conversational bots. They can design and deploy customer journeys quickly, ensuring faster time-to-market and consistent customer engagement.
TelecomNews24: So, in short, engagement equals retention, and retention equals growth?
Hiren Patel: Absolutely. Customer engagement isn’t just about sending a message—it’s about building trust, offering value at the right moment, and being available whenever the customer needs you. With our solutions, we make that possible across multiple channels, ensuring our clients not only attract customers but also retain them in this highly competitive environment.
TelecomNews24: Thank you, Mr. Patel, for sharing these insights.
Hiren Patel: My pleasure.
