Customer Engagement Management (CEM)

What is Customer Engagement Management (CEM)

CEM is the discipline of managing the full engagement lifecycle — acquisition, onboarding, service, upsell, retention — across every touchpoint from a single platform. Spoki’s CEM combines WhatsApp, Instagram, SMS, email, RCS and voice in one inbox with a shared contact record and automation layer.

Why it matters for European brands

Disconnected tools create disconnected customer experiences. A CEM consolidates engagement into one view, eliminating the "who already talked to this customer" problem and cutting response time 3-5x.

Higher reach: WhatsApp hits 98% open rate vs 20% on email

Shorter cycles: questions answered in chat close deals 40% faster

Better data: every message adds to a unified CRM record

GDPR-safe: opt-in with double confirmation, audit trail, right to erasure

How Spoki implements conversational marketing

Spoki is built from the ground up as a conversational marketing platform on the official WhatsApp Business API. Everything — campaigns, automations, AI agents, CRM — lives around the conversation.

Segmented broadcast campaigns with Meta-approved templates

Visual flow builder with branching logic, delays and fallbacks

AI agents trained on your catalogue, docs and FAQs

Abandoned cart recovery automation on Shopify, WooCommerce, Prestashop, Magento

Multichannel: WhatsApp, Instagram, SMS, RCS, Email, Voice

Conversational CRM with tags, properties, tickets and a deal pipeline

How Spoki compares to other conversational platforms

Most conversational tools either focus on a single channel (WhatsApp only, Instagram only) or on a single pillar (marketing only, or CRM only). Spoki is the only European platform that covers marketing, CRM and commerce in a single product.

Vendor	Focus	Spoki edge
TextYess	AI on Shopify only	Works on any ecommerce, plus marketing broadcasts and CRM
ManyChat	Instagram DM + Messenger automation	Proper WhatsApp Business API + European data residency
Intercom	Support + live chat on websites	Designed for WhatsApp outbound, not just inbound support
Tidio	SMB chatbots on websites	Broadcast, flows and AI agents over multi-channel

Frequently asked questions

Is conversational marketing only for WhatsApp?

No. Conversational marketing can run on any messaging channel — WhatsApp, Instagram, SMS, RCS, Email — but WhatsApp is the highest-ROI channel in Europe because of its 98% open rate.

Do I need a large team to run conversational marketing?

No. A single marketer can launch 5-10 automated flows (welcome, cart recovery, winback, NPS) that run 24/7 without human intervention. AI agents handle most replies autonomously.

Is conversational marketing GDPR-compliant?

Yes, when implemented on the official WhatsApp Business API with explicit opt-in, audit logging and data residency in the EU. Spoki is GDPR-native and Meta Tech Partner.

What is Spoki?

Spoki is a comprehensive WhatsApp Business API platform that enables businesses to transform WhatsApp into a powerful channel for marketing, sales, and customer support.

With Spoki, you can:

• Automate communications: Send automated messages, create chatbots, and set up intelligent workflows

• Manage customer support: Multi-operator team management with ticketing system and conversation routing

• Increase sales: Recover abandoned carts, send payment requests, and manage your product catalog directly on WhatsApp

• Marketing campaigns: Send bulk messages to thousands of contacts with personalized templates

• AI-powered features: Leverage artificial intelligence to automate responses and qualify leads 24/7

• Integrate with your tools: Connect with over 4,000 platforms including CRM, e-commerce, and marketing tools

Spoki is an official Meta Tech Partner, guaranteeing reliability, security, and access to all official WhatsApp Business API features.

How does the WhatsApp Business API work?

The WhatsApp Business App and the WhatsApp Business API (used by Spoki) are two completely different solutions designed for different business needs:

WhatsApp Business App: • Designed for small businesses and sole proprietors • Manual message management • Limited to 5 devices simultaneously • Maximum 256 contacts per broadcast • No automation capabilities • Free but with significant limitations • No CRM or integration support

WhatsApp Business API (Spoki): • Designed for medium to large businesses • Unlimited operators: Your entire team can manage conversations simultaneously • Unlimited broadcasts: Send messages to thousands of contacts • Advanced automation: Chatbots, automatic responses, intelligent workflows • CRM integration: Connect with your existing tools (HubSpot, Salesforce, etc.) • Analytics & reporting: Detailed statistics on your communications • No ban risk: Official API approved by Meta for bulk messaging • Cloud-based: No need to keep a phone connected • Multi-channel: Integrate WhatsApp with SMS, Voice, and other channels

How much does a Spoki subscription cost?

Spoki offers three pricing tiers: a Free plan at €0/month for basic WhatsApp support and live chat, a Service plan starting at €19/month with AI-powered customer support and unlimited automations, and a Marketing plan starting at €49/month with bulk campaigns and advanced analytics. All plans include unlimited operators at no extra cost. WhatsApp conversation fees are charged separately by Meta based on usage volume.

Is there a free trial?

Yes, Spoki offers a permanent Free plan at €0/month that includes live chat with unlimited operators, basic automations, and a ticketing system. This allows businesses to test core WhatsApp Business API features before upgrading. Paid plans start at €19/month for the Service tier and €49/month for the Marketing tier, with no long-term contracts required.

Can I integrate Spoki with other tools?

Spoki integrates with thousands of platforms through native integrations, Zapier, Make (Integromat), and Webhooks.

Native Integrations:

• E-commerce: Shopify, WooCommerce, PrestaShop, Magento

• CRM: HubSpot, Salesforce, Pipedrive, Zoho, ActiveCampaign

• Marketing: Mailchimp, Google Sheets

• Payment: Stripe, PayPal

• Support: Zendesk

Via Zapier/Make:

Connect to 4,000+ platforms including: • Google Workspace (Sheets, Calendar, Drive) • Microsoft Office 365 • Slack, Trello, Asana • WordPress, Webflow • Custom apps via API

Webhooks & API:

Full REST API for developers to build custom integrations.