Customer Satisfaction Survey SoftwareNovember 23, 2017
Survey SoftwareNovember 30, 2017
Customer Experience (CX) Software
Customer Experience is everything that a customer feels while interacting with a brand throughout their journey. Good impressions lead to increased loyalty, longer retention, repeat customers, and most importantly ‘word of mouth’ marketing. On the other hand, bad experiences not only make you lose a customer but also leads to constantly reducing revenue. Customer Experience has to be managed appropriately and the customer has to be made special.
Why Customer Experience Software?
Customers want to interact with a human not a corporation. They want a personal touch. They want to feel important. They want to have an awesome Customer Experience. Customer Experience Software helps manage all this. It creates actionable points for the organization to interact with each and every customer, it creates feedback systems, so you always know what the customers are thinking, it enables real time interaction possible and most importantly it enables you to improve your product / service based on actual customer requirements, wants and needs.
Features to look out for in Customer Experience Software.
The choice to invest in Customer Experience Software requires careful deliberation. You have to know exactly what you are expecting form it, what are your goals, and where do you want to see your brand go. Choosing amongst them should be done according to your needs.
Some of the factors to look out for include:
- System Integration – CX applications should be treated as add-ons for the existing IT systems (ERP, CRM etc.). An integrated system can better corelate information within the organization so that everybody is updated in real-time. Look for a software with better integration features instead of going for a standalone system.
- Multiplatform Compatibility – your customers are going to want to interact with you through any medium that suits them better. You need to be available. Good Customer Experience Software comes with options to be used through PCs, Tablets and smartphones. Choose a diverse CX solution.
- Customer Lifecycle – More and more emphasis is now shifting towards providing a better experience to the customer throughout their lifecycle. Customer Experience Software should be able to map their entire journey in an individualized manner from first purchase to post-sale services. This would enable you to provide a more personal touch to them thus increasing your ‘humane’ aspect.
- Measurable metrics – metrics like Customer Satisfaction Score (CSat) and Net Promoter Score (NPS®) etc. along with other forms of charts, graphs and reports etc. will make analysis easier to understand and implement.
The first thing to do here is to clarify what you want to do?
The only thing that’s important is improving everything for the customer. If your organization focuses on them; then everything will follow. Their feedbacks will lead to improved product / service, efficient production processes, motivated human resource and positive cash flow. Keep the customer at the center of everything that you do. Customer Experience Software will help you reach there.