Best Customer Experience Software in 2018

Customer experience, or customer experience management (CXM), is how customers perceive a brand based on their past interactions with the company. These could be direct or indirect interactions at any point in the customer lifecycle. Software products for improving customer experience work in many ways, with different products focusing on different aspects of customer experience. For instance, one product could help create a guided tour for the first-time visitors to your website, making it easy for the visitors to understand what you offer and your specialties. Other important features include live chat, social media support, self service, and mobile support.  Read the full software guide...

Customer Experience Software Guide

What is Customer Experience Software?

Customer experience (CX) is the business practice of gathering and understanding customer feedback in an effort to improve the overall experience of consumers with regards to a specific brand or company.

It is essentially comprised of various processes that the majority of businesses and organizations use to track, manage, and maintain all customer interactions throughout the customer lifecycle. CX software is mainly utilized to optimize and efficiently manage those interactions to help retain customers and nurture loyalty.

These software solutions combine a strategic approach with technology and resources to help improve the experiences of customers in relation to your brand, company, or organization.

By improving the overall customer experience through CX software solutions, brands and organizations effectively promote customer satisfaction and subsequently, loyalty.

CX usually involves listening to and understanding unsolicited customer feedback, gathering customer feedback through surveys and advanced analytics, and using this data to drive positive changes to the company’s practices and day-to-day operations.

CX software solutions are meant to pull together all customer feedback information so they can be organized, managed, and analyzed more easily. A well-designed and feature-rich software solution will automate the entire process so that the data can be consumed more quickly and effectively.

The main purpose of CX is to streamline and refine the customer’s journey, from the moment they visit your website all the way to the checkout process and other subsequent services, such as customer support and technical services. This leads to greater customer appreciation and increased revenue.

Types of Customer Experience Software

Customer experience, at its core, is the overall quality of the customers’ interactions with a particular brand or company and its products and/or services. Improving CX involves solid strategy and the right set of tools or software solutions.

For customer relationships, customer engagement, and customer experience to work, organizations have to rely on certain resources, which includes CX software and other types of solutions.

Customer relationship management (CRM)

CRM software solutions are designed to help manage and maintain customer relationships, which includes improving customer experiences and engagement. Among the more important objectives that any business or organization has to face is keeping their customer base engaged, satisfied, and happy.

Achieving those goals generally entails a much better experience for the customer with regards to the brand and its products and/or services. A CRM solution is a platform that serves as the hub of information where marketing and support teams can keep track of emails, customer follow-ups, scheduled phone calls, appointments, and customer support.

Self-service management platform

There’s a large portion of the market that prefers to help themselves solve issues instead of relying on customer service support. To satisfy this particular consumer base, you as a brand have to provide these types of customers with a platform where they can find their own solutions to whatever it is they’re facing with regards to your products or services.

A self-service management platform allows you to manage your knowledge base, setup your FAQs (Frequently Asked Questions) page, and build and maintain your blog articles tackling all relevant topics concerning your product and/or service.

Mobile-optimized customer support

The majority of consumers today shop and make purchases with their mobile phones. The process of doing research on a product or service to the actual purchase can now be done through smartphones, tablets, and other mobile devices.

Needless to say, the customer support and other services an organization provides should adapt to such changes and make their services more accessible to everyone, including mobile-based consumers. There are a variety of CRM, customer engagement, and CX solutions that allow for mobile optimization, which helps to streamline services for mobile users.

Live chat functionality

If you notice most of the websites these days, especially the more optimized ones, they all have a live chat function, which is typically situated at the bottom right or left corner of your screen. This is meant to improve the site visitor’s experience when browsing the website and it helps to drive more engagement as it allows website visitors to communicate directly with a brand/company representative.

Live chat functionality is a great tool for CX, especially for engaging and potentially converting casual website visitors. It’s an effective little addition to any organization’s arsenal of CRM solutions.

Social media support

Social media is at the forefront of business marketing and CRM efforts for brands of all sizes across multiple industries. A huge portion of any company’s customer base is most likely on social media.

It goes without saying that reaching out to that particular segment of customers—and a number of potential leads—through social networks like Twitter, Facebook, and Instagram is probably a good marketing decision. As such, many CX solutions available offer social media integrations for easier and more efficient social media management.

How to Choose Customer Experience Software

Choosing the right CX solution can be daunting for most organizations, regardless of their size or industry. In deciding which software solution you should choose, it’s important to first consider your existing platform and which aspects of your marketing and CRM approach could use some optimization, automation, and streamlining.

Once you’ve accurately determined your company’s weak points when it comes to nurturing customer relationships and improving their experiences with your brand, product, or service, you can start searching for a software solution that can effectively address those weaknesses.

One of the more important elements in any CX solution is its ability to provide comprehensive customer feedback analysis and its capability of leveraging those valuable insights. Whichever CX platform you choose, it should be able to allow you or your marketing and customer support teams to analyze customer feedback and gain valuable insights that you can then use to improve the overall customer experience.

A good CX solution should also take advantage of the power of ML, AI, and BI technology. As such, today’s advanced software solutions have provided the power to harness business intelligence, artificial intelligence, and machine learning technologies. All of these components will help facilitate and improve core business processes, which includes CX.

Finally, improving the overall customer experience and nurturing relationships to build a loyal customer base requires real-time interaction. At any given moment, when a customer needs help in resolving an issue regarding one of your products or your services, they should be able to reach one of your representatives easily and communicate with them in real-time.

Interacting with customers in real-time shows that your company, your brand, values its patrons more than its bottom line. It proves that you’re not only after making sales or generating more profits—you actually care about the customer’s experience with your product and/or service.

So, when choosing a CX solution, you want something that offers features like live chat, social media integration, and 24/7 customer service capabilities.

Benefits of Customer Experience Software

It’s important for businesses and organizations to put an emphasis on customer experience, especially when it comes to building a loyal fan-base for their brand. CX solutions will enable companies to streamline their CX processes, gather relevant customer feedback, analyze the data, and use the findings in their marketing approach and strategies.

In today’s marketplace, customer experience is one of the significant factors that differentiate a successful business from those that are struggling to find their footing within the industry they operate in. CX solutions facilitate key processes that help companies establish their brand in the minds of their customers.

This type of software will enable businesses to understand customer feedback, gather relevant consumer data, and make the necessary actions based on the information collected. With a good CX software solution, an organization will be able to build trust and loyalty from their customers by providing them with better and more valuable experiences, resulting in an engaged, satisfied, and happy customer base.

Common Features of Customer Experience

API Application Programming Interfaces (APIs) are programmatic intersections with external products or platforms that allow for custom integrations with your own solutions or other solutions you are using.
Calendar Management Manage and update calendars for scheduling or consolidation of events across teams, departments or business functions.
Chat Live text chat with customers, website visitors, mobile contacts and others.
Click-to-Dial Dial telephone numbers with one click.
Customer Management Manage customer databases and/or track outstanding shipments, payments and more.
Dashboard Dashboards are digital interfaces commonly used to visualise data or give quick access to important features and functions of online platforms. They often serve as an overview gateway in software applications.
Data Export Exporting functionality can be used to streamline the migration of data sets and information across systems, platforms or applications.
Data Import Importing functionality allows you to use data sets from other systems or platforms to cut down on data entry requirements or to more easily migrate records from similar applications you have used in the past.
Data Visualization Data visualization features render a visual interpretation of data sets through the use of charts, infographics and other visual cues generally in form of a reporting dashboard.
External Integrations Integrations with other software products or platforms to improve efficiency and compatibility across systems.
Lead Management Manage business leads to improve sales outreach processes or stay on top of prospect inquiries.
Lead Scoring Manually or automatically assign quality scores to business leads to target / segment sales outreach efforts.
Multi-User Supports more than just one user account and generally allows for collaboration with colleagues.
Net Promoter Score The Net Promoter Score (NPS) is a tool that can be used to gauge the loyalty of a firm's customer relationships.
Notifications Includes notification support and sends you alerts with information on important events and other time sensitive instances. For example through push notifications on mobile phones or email notifications.
Scheduling Schedule tasks, resources, appointments, payments, communications, etc.

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