Apart from doing everything in your power to create a great customer experience (CX), you need to take advantage of the technology you have at your disposal. Luckily, there are various tools that can help you take your customer experience from good to great.
If you don’t know where to start, these four tools are exactly what you need.
A CXM platform is the first on our list because it focuses on exactly what you need – experience. It monitors what impression your customers have of your business. It also provides you with analytics that show you all the changes you need to make to improve your business’s CX.
By using the right platform for your unique needs and requirements, you can streamline multiple processes within your business. This usually happens with automation.
And while each business has different requirements, there are some features of a CXM platform every organization needs. So when you’re looking at different platforms, you need to make sure it has the following features:
- Mapping out the customer journey: Having a complete overview of each aspect of your customer’s interaction with your business will help you understand what is missing in each step and what needs to be improved.
- Managing tickets: Customer conversations can easily pile up, so having software that will assign a ticket to each conversation and ensure nobody gets overlooked or forgotten will be an amazing time-saver.
- Reporting and analytics: The insights you get from monitoring, tracking, and analyzing your desired metrics and the reports you generate from them will be of great use for improving CX.
- Integration: If you use multiple software tools, look for a platform that will be able to provide you with a seamless system thanks to simple integration.
Whatever you do, don’t just get the cheapest platform you can find since a CXM platform can be a great investment. Considering that 86% of users are inclined to pay more for a great customer experience, you are bound to have great ROI.
A self-service portal is a part of a website, or even a standalone website, that customers can use to find answers to questions, without contacting a customer support agent. Usually, portals fill with answers to FAQs, manuals, and troubleshooting scenarios.
A self service portal is typically in the form of a knowledge base. The knowledge base is a central data repository with simple search functionality created with collaborative authorship.
However, don’t think that a self-service portal will completely replace your support employees. That’s not the point of it. The goal of providing self-service is to give customers quick fixes. It also provides answers to issues that don’t require a detailed answer.
This will, in turn, take a lot of pressure off your support team. If you don’t have self-service, customers flood them with calls and emails. These customers don’t see any other way of getting an answer to their questions.
But with a well-crafted self-help solution, your support staff will be able to focus on more difficult cases. They will have an almost instant response time too.
Live chat is one of the most popular website features among customers. It’s very frequently used. Primarily, customers see it as a customer support tool. Yet, it can also help you market your products and increase sales if you know how to use it correctly.
Almost 80% of companies say that live chat has increased sales, revenue, and customer loyalty for their business. Essentially, there are many upsides to getting live chat.
As for improving customer experience, a live chat achieves that because it provides immediate answers. A majority of today’s consumers prefer live chat to any other customer service channel because they get instant replies.
It also helps you connect at the right time. Live chat has a feature that helps you send the right messages at the right time. This depends on what page of your website your customer is visiting and what they’re doing on it.
Customer survey tool
Nobody knows what your customers want to see more than the customers themselves. That is why you need to help them provide you with feedback in any way possible. The easiest way to do that is to have a customer survey tool.
With surveys, you can find out exactly what your customers like about their experience with your business. Along with this, you discover what aspects customers believe need improvement. And don’t forget to create open-ended surveys. This is so your customers don’t have to stick to ranking scales and yes or no answers.
When customers see that you’re listening to their suggestions and improving their experience in the way they want you to, it’s going to do wonders for customer loyalty and sales.
Whether or not your business will be successful greatly depends on how well you treat your customers. It also depends on what kind of experience you provide them with. If you use the right tools, you won’t even have to work too hard to make that experience something they’ll never forget.