Choosing The Best Customer Experience Software For Your Business
Even while interacting with a preferred brand, 1 in 3 customers (32%) say they would walk away after one bad experience, according to Price Waterhouse Coopers’ Future of Customer Experience Survey. On the other hand, a good experience is key to encouraging conversion and building loyalty. To continuously improve experiences, brands should leverage CX data with the help of customer experience software. Below are a few questions to ask when evaluating which CX software is right for your business.
Customer Experience Software
The top factors of a positive customer experience are knowledgeable help, friendliness, speed, and convenience, according to almost 80% of U.S. customers PwC surveyed. While customer-facing teams can offer friendly services, having the right answer at the right time is all but impossible to achieve without the right data. Customer experience software helps teams collect CX data like customer identities, journeys, engagement metrics, and direct feedback from surveys. Teams can analyze these data and apply insights to improve customer experiences.
Below are some common questions to ask when evaluating customer experience software to find the right fit for your organization:
What Are We Trying To Accomplish With the Customer Data?
The main goal of CX teams is improving customer interactions, especially at critical points in their journey. Teams should prioritize CX data that speak directly to objectives like eliminating pain points or resolving isolated issues in the customer journey. One of the best types of CX data is a survey that asks customers for direct feedback.
Do We Need Relational or Transactional Surveys?
Relational surveys are designed to get a high-level view of customers’ overall experience with the brand. One example is the Net Promoter Survey (NPS), which asks customers how likely they are to recommend the brand to their family and friends.
Transactional surveys, on the other hand, ask customers about their experience during a specific interaction. This may include checking out on an eCommerce website, using a mobile app, or returning an item for replacement. An example of a transactional survey is the Customer Satisfaction survey (CSAT) which asks customers about a recent experience, e.g., “How satisfied were you with using our self-checkout counter?”
How Easily Can We Set Up Surveys?
Customer experience software should make it easy for teams to create and set up various surveys with a click. Some providers offer templated surveys along with customizable options.
Which Channels Will We Use To Send Surveys?
Once survey questions are aligned with brand CX initiatives, teams should find the best channels for rolling out questionnaires to customers. Ideally, these channels are the most convenient for customers or the most used by brand audiences. Customer experience software should also connect easily to brand channels without additional tools or excessive workarounds.
How Easily Does Customer Experience Software Integrate With Our Martech Stack?
The best customer experience software will feature seamless integration with your existing martech stack. This spares CX teams and brands from having to replace or add tools in order to fit in the CX software. Look for platforms that have the capabilities to adapt to audience growth over time (scalability).
Best Analysis for Customer Feedback?
Customer experience software providers offer several layers of analysis like natural language processing, sentiment analysis, and even emotional analysis. Brands should choose one that gives them the type of insight required for their own CX initiatives. Advanced platforms also offer AI-enabled and Machine Learning techniques to extract deeper insights from customer feedback and other customer data.
How To Use CX Insights?
Once actionable insights have been derived from direct feedback and other data, it’s time to activate them. Customer experience software enables teams to apply insights across channels to improve experiences. Use insights to strengthen omnichannel engagement, build habit loops for customers, and drive results.
If possible, choose advanced platforms that also centralize customer data and unify profiles so teams can quickly coordinate personalized support at any point in a customer’s journey.
In summary, the best customer experience software empowers teams to easily collect and analyze CX data like consumer surveys to improve experiences. The best platforms offer seamless integration with existing martech stacks, making it easy for teams to adapt to growth over time. Advanced customer experience software also offers the ability to activate insights quickly and increase engagement across all channels. Lastly, the best customer experience software centralizes data and customer profiles so CX teams can move quickly to support customers at any time and on any channel.
Improve Experience With Treasure Data
Treasure Data Customer Data Cloud is an integrated suite of cloud-based customer data platform solutions. Treasure Data provides insight by collecting and centralizing customer data, unifying profiles, and analyzing journeys to identify hidden trends in customer behavior.
Treasure Data’s enterprise-grade customer data platform is trusted by Fortune 500 and Global 2000 companies around the world to improve customer experience and orchestrate journeys. Our CDP is equipped with robust tools for data management, audience segmentation, analysis, and more.
Achieve Connected Customer Experiences with Treasure Data:
- Collect and centralize customer data from all sources with schema-flexible ingestion
- Unify customer profiles using online + offline data
- Analyze customer journeys
- Derive actionable customer insights using Machine Learning techniques
- Personalize customer experience at all customer journey stages
- Track and improve performance of CX initiatives
- And more
To learn more about how you can use Treasure Data Customer Data Cloud and customer experience software to boost results, consult an expert today. Want to learn more? Request a demo, call 1.866.899.5386, or contact us for more information.