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Why Customer Experience Tools are key for sustainable growth

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Collecting, tracking and organizing customer feedback to optimize sales is the need of the hour for most businesses today. This is irrespective of the industry one’s organization is operating in. Many businesses have resorted to using Customer Experience tools to help with their CX, but how do you truly get the most from it? What are the benefits one can achieve from CX tools, and focusing on Customer experience in general?

What is customer experience?

CX, or Customer Experience is how your customers perceive every interaction and experience with your brand, your products and your services. These interactions include visiting your website, dealing with your sales staff, getting an issue resolved through your customer support, making transactions and more. Companies can leverage CX tools and software to track how their customer focused efforts are faring.

Focusing on CX is no longer an option for businesses – 32% of customers surveyed will move away from a brand they love after just one bad experience.

What are customer experience tools?

CX tools are dedicated software which can help Voice of the Customer (VoC) or CX teams within one’s organization. They help gather feedback and glean insights into customer behavior, experience, loyalty and more factors. This helps determine how potential customers will interact with your brand. 

CX tools and software can help businesses uncover insights that will play a role in actionable improvements in their customer journey. These improvements can be at an organizational as well as individual level. 

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Organizational level

Customer experience tools allow researchers to study a typical customer journey with their organization, and observe trends, loopholes, exploits and problem areas within the company. These can negatively impact your customer experience, and CX tools provide your VoC teams with the data they need to make better decisions to improve the same.

Individual level

Customer experience software can help organizations undergo CX transformations by measuring and observing individual behavior offline and online. The data collected can help businesses create more personalized experiences for their customers, which positively impacts their brand image.

How can customer experience tools help your business?

Omnichannel CX tools can help businesses ensure their efforts for improving CX will bear fruit. Customer experience tools help companies gather large volumes of feedback quickly, and glean insights which allows their VoC teams to create actionable business strategies to drive growth.

There’s a financial incentive to improving your customer experience as well – 86% of buyers surveyed claim they will pay more for great CX.

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Customer satisfaction

Keeping your customers satisfied is more important than ever, and brands need to leverage whatever tools they have at their disposal to ensure customer satisfaction as well as customer engagement. CX management tools can help gauge satisfaction levels with your brand. Tools like CSAT surveys (customer satisfaction surveys) can be implemented at key areas for feedback and analysis. 

Lower churn

Customer experience tools can help identify flaws within your organizational processes which cause your customers to churn. By acting on these critical issues, your clients experience an improved customer journey, and are likely to stay with your brand.

Better brand advocacy

Through positive customer experience, your customers are far more likely to advocate for your brand to their friends and colleagues. Word of mouth marketing still plays a key role for most people when it comes to making purchases. 

Customer experience tools can allow businesses to conduct NPS® Surveys (Net Promoter Score®). NPS® surveys help find out which of your customers can be considered your brands’ promoters and detractors. The insights gleaned can then be used to create strategies to help reduce the number of detractors.

Differentiate from the competition

Most industries are saturated with competition. Businesses need to invest in improving their customer experience as it can differentiate their brand from the competition. People love personalization, and leveraging CX management tools to get insights into your customers can help provide the foundation on which companies can build more personalized services and products. This goes a long way in reducing churn as well.

What features should you look for in a customer experience tool?

CX management tools are a key investment for any business, one which has the potential to drive business growth. Here’s a typical featureset which your CX tool should come equipped with:

Analytics and Dashboards

WIth Voxco, businesses can view their data via intuitive dashboards and track patterns in your customer’s behavior. 

Some CX management tools possess the ability to limit access to information, as not every employee in your company requires all the collected data. With CX tools like Voxco one can limit access to information and ensure that people have access to relevant data.

Data collection is an important factor in experience management, but to get insights, your Customer experience tools must have powerful analytics. Analytics can find relationships between customer demands and your offerings. 

Easy survey distribution

Better participation in your surveys ensure better data accuracy. With Voxco, researchers can easily share surveys across multiple channels. 

Companies can share URLs to surveys online via email as well as social media websites. They can also share links via SMS or push notifications. Researchers can conduct phone surveys like Voxco CATI and reach out to respondents via a phone call.

Omnichannel capability

Every touchpoint your customer has with your organization is an area for feedback. Voxco’s customer experience tools enable companies to collect feedback via every channel. These channels can be online, through phone and face to face. A lack of survey capability in your CX tool should not be the reason for missing out on uncovering insights.

Hosting Flexibility

For any enterprise, the security of their customers’ data is of paramount importance. With that in mind, Voxco’s omnichannel customer experience tools enable clients to store their data on their own premises, compliant with their security protocols. Clients can also choose to store their data in cloud based servers for greater flexibility. 

Rewards integration

It can often be a challenge to convince respondents to partake in lengthy surveys. For such a scenario, Voxco’s CX tools can integrate rewards into surveys, which are tied to survey completion. This ensures that your survey drop-off rates are as low as possible.

Email and App integration

Voxco’s survey platform allows researchers to integrate the opening question of CX surveys such as CES, CSAT and NPS® into an email itself. This can help boost your survey response rates. After responding, users are taken to a web page with the remaining survey questions, to which you can integrate any question that suits your survey requirements.  Most companies have an app associated with them, and should your app be getting a large volume of users, this feature will come in quite handy. Customer experience tools can integrate surveys into one’s application, and get instantaneous feedback into customer pain points after important interactions. Voxco’s omnichannel CX tool allows businesses to easily integrate surveys into their app, allowing for timely feedback into customer interactions. 

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