Customer Experience Tool
In the digital business landscape, the competition for becoming customer-favorite has become even more brutal. You need to charm the customers to make them loyal to your brand. This means you have to offer a great customer experience at every step of the customer journey.
Customer Experience is the key differentiator that can help you gain a competitive advantage. According to the State of Customer Experience Trends 2021 report by Conversocial, 22% of customers consider great customer experience as a more important factor than price. Gartner reports that 81% of companies are expecting to compete on the basis of customer experience.
Delivering superior customer experience is the way to meet customer’s expectations and demands from your company. Customer Experience tools offer great functionalities to help you deliver a positive customer experience.
What is a Customer Experience Tool?
Customer Experience Tool is the features offered by a Survey Software to gain customer insight in order to understand their demands, preference, pain points, and other determining factors. Knowledge about these factors can help you make necessary changes and improvements in the customer journey to provide an exceptional customer experience.
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What is the importance of using the right Customer Experience Tools?
With every company competing on the basis of Customer Experience, you cannot settle for just a well-enough customer experience. Moreover, your company also needs to meet the requirements of the evolving market. For this reason, you need more than a system and tools that fit your company’s needs.
You need Customer Experience tools that can keep up with the technological advancements and help you stay in the competition for the long run.
You need Customer Experience tools that can transform your prospects into loyal customers and promoters. Your loyal customers bring more sales and brand advocacy.
Your company requires customer experience tools that are appropriate for your business goals as well as perfect for the market landscape.
Customer Experience tools to optimize the experience
There are softwares offering a wide variety of customer experience tools. In order to optimize customer experience, you need tools that can help you gather and analyze customer insight on their experience and satisfaction. You can refer to the list of tools we have compiled that can help you
Customer Data Platform
A customer Data Platform is a system that records customer data from different sources in a central place. The data is then available and accessible by other software or systems. CDP captures real-time data and builds centralized customer profiles.
CDP collects and integrates data online as well as offline sources and converts the heterogeneous data into standardized data. Customer Data Platform collects data from sources that include:
- Customer’s browsing activity, website, or app activities
- Transactional data like purchases, returns, etc.
- Customer and company history like interaction with customer service, social media posts, chatbots, surveys, etc.
- CRM and Data Management Platform
With the real-time data in the individual customer profiles, you can send customers offers, deals, or customize their journey according to their preferences.
Social Media Monitoring
Social Media monitoring gives you the ability to listen to what users are saying about your company, its products, and services. You can engage with the users, respond to negative feedback and learn from the insightful feedback.
Social media monitoring also helps you identify the customer’s preferred channel of communication. Knowing which channel is convenient for your customers you can optimize their experience on the digital channel.
Using customer experience tools like Social Media monitoring can help you identify current market trends. You can track what is trending among your customers and identify the trends that can benefit your brand.
Social media monitoring tools like Hootsuite, TweetReach, Buzzsumo, etc. can help you spy on your social media platforms.
The Omnichannel platform ensures that your customers experience a steady flow in their journey. With Omnichannel flow of information remains consistent across all the communication channels.
It ensures that customers have more channels to interact with you. It also saves from the mishaps of missing data during interaction with customers. This helps your service agents to provide a consistent experience to the customers.
The Omnichannel tool ensures that customers interact with the same service rep after changing communication channels. Also, it ensures that the data provided by the customer is passed onto the next service rep and the customer does not have to repeat themselves all over again.
Omnichannel helps agents during their interaction by providing necessary customer data during their interaction along with relevant materials from the knowledge base.
Customer Surveys – Experience and Satisfaction
Customer experience and satisfaction surveys provide qualitative and quantitative data that can uncover important information about how your customers feel. The best way to know if you are providing an excellent experience or not is by asking customers directly.
Surveys are great customer experience tools to gather insights about specific issues. You can send a survey post-purchase, in the middle of using a service, after webinars, or after interaction with a service agent.
You can build a CSAT (customer satisfaction) survey, NPS survey, or a CES (customer effort score) survey to gain actionable insight that can help you optimize the customer experience.
Website or App surveys
You can integrate customer experience on your website or app to target those who are regular users of these platforms. You can learn if users face difficulties using your app or website. App and website experience also impact the likelihood of customers returning to complete their customer journey.
You can ask customers about key touchpoints to figure out if customers have difficulty completing the touchpoint. For example, you can ask if they can find the correct product when they search for some product. Or, if they can find their preferred payment method. Website page loading also influences a user’s impression of the company.
You can add surveys on your website and app to gain in-depth information about their experience on key touchpoints.
Use analytics to monitor and examine major touchpoints in a customer journey that impacts the customer experience. The analytics tools can help you keep track of your website traffic and help you understand key metrics like traffic rates, average time on page, traffic sources, bounce rates, etc.
Analytics can help you understand which page is performing well and which one is performing badly. By discovering which page they like the most you can develop pages that provide similar content to increase traffic.
Analytics can also help you identify the gap in expected experience and delivered experience. You can use the insight to bridge the gap and improve customer experience.
Customer Feedback Medium
Surveys can bring you insight but only when you conduct them. You receive insight on the issues you ask questions about.
Customer Feedback Medium could become the platform that customers can use to leave you comments whenever they want. You can create an always-present feedback form on your website or app that customers can use to share their thoughts with you whenever they want.
- These mediums allow your customers to contact you and share their opinion, suggestions, criticism, praise, or any other thoughts. This type of customer experience tool not only helps customers share the difficulties they face with your brand right away but also enables you to resolve the issue sooner.
Customer feedback mediums are a simple and fast way to gather customer insight. These mediums are always present which means neither customers nor you have to wait for a survey to learn about customer experience
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CX short for Customer Experience refers to the total experience that customers have during their interaction with your brand.
Customer Experience Management is a platform that is used by digital businesses to gather insights on customer’s perceptions and interactions with the brand. It uses big data, analysis, and other important algorithms to determine the success of your business.
There are three ways to measure the success of your customer experience. These include
NPS – Net Promoter Score: Survey to identify customers who are most likely to recommend your company within their circle.
CSAT – Customer Satisfaction: Surveys to track how satisfied your customers are with your brand, services, and products.
CES – Customer Effort Score: Surveys to learn how much effort customers had to put in to complete a task or have their issue resolved.