Achieving the desired customer experience is a need of an hour. There is a lot of competition out there and benefit is with them who considered customer experience & engagement as a USP in front of their ideal customers.
Building a good business involves finding a set of customers that you can serve, however, a ‘great business’ is only realized when you can serve that set of customers in multiple ways. ~ Chris Savage, co-founder – Wistia
If companies want to amaze their customers, there is a need to find alternative ways to deliver solutions with great efficiency. When customers get engaged with the product and achieve the desired experience level, they tend to become loyal. Also, there is a higher possibility about they would start word of mouth marketing. Iperceptions carried out a study which clearly states that 71% of customers recommend a particular company’s product or services because they received “great experience”.
Every company is going through a lot of struggle as there is no parameter or benchmark for achieving the desired customer experience. In other words, there should be some tool support which can guide employees in the right direction. Apart from this, alternative tools support will save the time of employees and they can divert their attention in a more productive task of a regular day.
Here are some tools which can power up your customer experience game!
Happy customers drive revenue of the business. Now, “measurement of happiness” is not that easy as it sounds on paper. Companies have to carry out various types of “surveys” in order to find out the feedback of customers on products & services. SurveySparrow is one such tool for crafting a diverse set of surveys. Most often, the customer experience success or failure depends upon survey outcome. Customer satisfaction surveys can be largely categorized into 2 types.
- Customer Satisfaction Surveys
- Net Promoter Score Surveys
SurveySparrow features that you can’t ignore:
With SurveySparrow interactive user interface, companies can achieve 40% more responses than normal feedback collection methodologies. Also, companies can amaze their customers with customized survey template & can close the feedback loop. There are different options available to craft smart surveys with “logical conditions”. User will able to see personalized “Thank You” page after the end of the survey. This feature is very useful in providing human touch with regards to surveys. Employees can save their time by automating repetitive tasks & scheduling surveys. SurveySparrow provides an analytics dashboard with insights on every response from feedback collection. Companies can use that analytics report to make future decisions.
Acquire is a platform which provides end to end customer support solution for every business irrespective of their size, nature & type. Acquire has a diverse set of visual engagement tools which can amaze customers and provide real-time support!!
Acquire tools that you can’t ignore:
Co-Browsing Software is a great way to deliver online support when the user gets stuck on some processes. It allows the agent to interact with the user’s web screen in real-time and enhances the user experience.
- Highlight: Agents can direct users with support of highlighting & drawing tools.
- Change URL of the current browser: The agents can navigate to other pages without switching between devices.
- Mask Fields: User can hide sensitive information from the client and have full control over their data security.
- No third party integration: In order to access co-browsing software, there is no need for any external software integration. So, both the parties can save their time while working on it.
Live Chat Software
Live chat software can be the best tool for real-time interaction with customers in order to find out insights on the problem, guiding on the go & delivering support on every device.
Let’s understand the nuances with one example.
Imagine that user wants to invest in mutual funds but have no idea on How, Where & When…
He will be going to mutual funds website, calling to agents, checking out reviews & what not!! This process will cost him in terms of sheer wastage of “time”. Instead, with live chat integration in a chatbot, the user can explore certain topics & get solutions in real-time.
Price: $40 per agent, per month
Customer experience is incomplete without mentioning social media. Brands are investing loads of money in social media marketing & influencer marketing. But, when companies can’t respond to every user queries, trouble starts there!! This ignorance has a direct connection with negative user experience. When brands didn’t respond to the user’s query, the user tends to look out for options & pass on negative feedback to the social media community.
Conversocial is a software which analyses every user query, concern, feedback on social media platform with regards to product/service & assign the priority ticket. It creates a dashboard with a view of every single user’s all the social media comments. This way, the agent has all the access to every data on that dashboard. Also, it makes sure that the agent gets a reminder of every important priority ticket in order to make sure that nothing should be missed.
Everyone in the corporate world has this experience of delayed/postponed meetings because of the unavailability of the concerned person in the office. All must have to wait for his physical presence. This is the bigger problem in hand than it sounds like. The reason is quite clear. When the top authority and management team is not present at the time of important decisions, the important projects were postponed until their arrival at the office. Companies have to bear the financial burden of postponed projects because of this ineffective communication tactic. As a result, employees productivity & engagement got deeply affected.
Zoom is the perfect solution for elevating employee experiences & completing the communication loop. Zoom is a go-to tool for collaborative visual communication, For every meeting with officials from headquarters, employees can start video call through zoom and can discuss every business plan in detail.
Other Prominent Features:
Webinars: Apart from video calling, zoom can be the ideal solution for product webinars & podcasts. Companies can communicate every new product/service launch news to their subscribers with support of this tool.
Conferences: Because of heavy investment requirement in physical conferences, digital conferences can be the next big thing. Companies can conduct such conferences with the support of zoom.
Freelancers collaboration: With zoom, it’s possible to take weekly follow up of company’s project which has been outsourced to freelancer.
Price: $14.99 per month per host
Slack is a perfect collaboration tool for everyone from a team working on projects to various departments working together on a new product. With Slack, it’s easy to communicate with team members & keeping up to date with recent proceedings.
Other prominent features:
Easy Sharing: With slack, it’s very easy to drag/drop files in every format & send images.
Real-Time Feedback: Organize video/audio calls with screen sharing feature in order to show work for getting regular feedback.
Integrations: With app directory, it’s possible to integrate 1500+ apps into slack. These type of integrations are very helpful for employees as they can juggle between fewer apps which increases their productivity.
Price: $6.67 per active user per month
MailChimp is a one-stop solution for all marketing needs. Companies can promote their product/services on social media, email & digital space with automation feature from the single platform. With the holistic approach to marketing, customers get what they want!! This, in turn, boosts their engagement & elevate their experiences.
Marketing CRM: Identify user persona from integrated customer data and build smart campaigns with behavior-based targeting.
In-Built Campaigns: With different design templates, drag & drop feature & automation, it’s possible to build a diverse set of campaigns for a different set of channels.
Built-In Analytics: Because of real-time tracking, it’s easy to get a real view of how campaigns are performing and whether results are working in favor of the goal or not.
Integrations: There is a possibility to integrate 300+ apps with Mailchimp in order to achieve higher flexibility and boost the productivity of team members.
With consideration of all these tools, it is clear that the next battle between brands will be based on customer experience. The brand who has the right tool & strategy in place will dominate the market and could be the ultimate winner of the customer experience game.
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