Customer Experience (CX) software plays a crucial role while establishing good relations with your customers. These experience management platforms help businesses retain customers and drive revenue. Moreover, the platforms give you insights into how your customers are experiencing and also how you can improve their customer journey.
What is Included in Customer Experience?
There are three “p”s centred on customer experience: professionalism, patience and people-first attitude. The last p serves professionalism and patience and becomes the ground for great customer experience. So, what do other p’s mean?
Professionalism is about how to react to your unpleasant customers. These types of customers sometimes may behave immaturely but your approach has to be positive and aim to find the balance. That will give customers a positive light. Also, keeping in mind that each customer has different needs is related to patience. In some cases, you should avoid setting sharp boundaries for your customers.
What is the Difference Between CX and UX?
While user experience focuses on the end-user, customer experience prioritizes the customer. Let’s drill down these two concepts a bit more;
UX predicates on users’ interactions and experiences with your product, brand or service. It is measured with metrics such as error, success and abandonment rates. On the other hand, CX concerns with customer interactions rather than users. Also, it is measured with their overall experience, recommendation rate and other metrics.
CX is a concept in itself but UX is a part of a CX. Providing a great digital UX will automatically boost CX and make a positive impact on customers. As you can see, these two concepts play a crucial role in the overall success of your product and loyalty to your brand or service. In today’s world, if you are developing a brand you have to bear in mind that customer is king.
Customer experience management tools mostly offers a cloud-based system that manages customer data, tracks customer interactions in real-time and measures customer experiences along their journey. Once you can get your customer feedback simultaneously, it will improve the quality of your services for all existing customers. Not only the customer experience tools improve the quality but it also improves the response times and so increases customer satisfaction.
Customer journey consists of different touch-points such as customer satisfaction, customer service, customer churn surveys through customer communication channels. These channels can gather feedback from customers via email, live chat, website links, social media and in some cases with SMS. As the journey can change rapidly, you need to take action at the right time and in the right place.
There are many paid and free customer service software solutions in the market and the number of customer-related support solutions is getting wider and wider. Some of the solutions include live chat or call support alongside a ticketing system. Cloud-based call center solutions help win more sales as a customer can reach anytime and anywhere.
Lastly, there is no best customer experience management tools for ever-changing business needs. The best solution can take shape according to the number of software users, budget, requirements, etc. For example, if you are a small scale business owner, you may consider customer experience software for small businesses to be charged per user.