Customer experience software has had a presence on the business landscape for decades now. They’ve made a gigantic impact on company culture, from small ventures that are only starting out to large enterprises that have established their brand in the market. This is because creating a unique, effortless and enjoyable experience with your customer guarantees repeat transactions and brand loyalty.
As the role of customer experience in business growth becomes more evident and essential, you need to keep in mind that customers who feel empowered will make another purchase with you in future. With a positive shopping experience, your buyers are most likely to spend more money on your products and services. Most importantly, they’ll become an advocate for your brand.
To create an exceptional customer experience, you need to understand your customer and take action on their feedback. You can do this easily by implementing customer experience solutions. There are several handy tools included in a platform, and you might have a few questions racing in your mind such as ‘How do I make the most out of my customer experience system?’
We can tell you how with our five tips below.
1. Collect instant feedback
Don’t you wish you could hear from your customer the moment they make a purchase and interact with your brand?
Customer interactions can range from fantastic to average to lackluster to disastrous. It’s important to remember that gathering customer feedback is essential to determine your patrons’ pulse.
The most up-to-date customer experience technology automatically collects feedback from your customers so that you’re instantly aware of how they feel once they complete a transaction. It allows you to do so through a wide array of options such as SMS, email, Till Receipt and QR Code.
To further simplify your customer experience software, use its functions that immediately determine which parts of your products and services people enjoy and which aspects need to be improved. Take advantage of its smart algorithms using customer feedback that enable you to create more meaningful and authentic interactions with your valued customers. This can build greater loyalty towards your brand and help you to always match your customer expectations.
2. Steer social referrals
Any individual who can positively vouch for a product or service can bolster sales and promote brand awareness is vital for any business who wants to personify their brand and get their name out there in the industry.
Customer experience SaaS allows you to foster your patrons in becoming your enterprise’s brand ambassadors and top supporters. Skip the need to employ a famous pop star or a viral Instagram influencer and turn your customers into loyal patrons that share their opinions about your brand across their social media sites.
With the appropriate solutions included in a customer experience software, you can enable your customers to relay their positive encounter with your brand on different channels such as Facebook, Twitter and WhatsApp. Doing this is extremely essential, especially because 3.8 million are on social media, as per data from We Are Social. By turning your customers into brand ambassadors, you can easily get new buyers at your doorstep.
3. Decrease customer attrition
Imagine filling up a bucket riddled with tiny holes so that whenever you fill it with water, the water leaks out from the sides. That’s customer attrition, and the only way you can fix it is by patching up those holes.
Customer attrition is the percentage of buyers you lose over a particular time frame. While it’s a simple science, determining the cause and finding out how to reduce churn is pretty difficult, and that’s where your customer experience software sweeps in.
The best customer experience management technology is equipped with tools that show you which buyers are most likely to churn and allows you to immediately intervene and service recover these clients the minute you learn about their dissatisfaction.
Besides this, customer experience solutions can help you be more proactive when it comes to customer support and building your own consumer community.
4. Determine sales cycle gaps
Quantitative and qualitative data harnessed from processes within your platform for customer experience management can help you pinpoint potential lapses in your sales cycle, which you can use to refine the settings of your customer experience system.
For instance, with a good customer experience SaaS, you can determine whether your customers have expressed inclination towards other options in social media. This, in turn, can be documented in your business processes solutions, and you can take action through informing team members regarding possible cross-selling. This closes gaps in sales cycles and helps you deliver a WOW customer experience.
5. Go above and beyond
Now that you’ve established what sets you apart from your competitors and how your customer experience can ideally exceed your consumers’ expectations, look for more aspects that can make your shopper’s experience more gratifying and memorable. For instance, you can deliver your product faster with your customer management software.
CX managers need to be equipped with the right tools and information to make sure not only does your organization meet customer expectations, but exceed it. For instance, measuring customer experience gives you insight for the customer lifetime value, brand ambassadors and underlying performance problems.
Customer management is all about perfecting the art of transparency and consistency. In this example, make sure your terms and conditions are visible and accessible in your website and in any content that comes with your items and services. Then follow through and always strive for better using the analytics provided to you by your customer experience platform.
With the world’s current situation, most companies are also engaging in a work-from-home arrangement. To make sure that you don’t stop operations, it’s important to equip your team with the right tools from this list of 15 work from home communication tools.
A fitting partner for your customer experience goals
Whether you need an overhaul for your customer experience strategies or you’re just looking for ways to improve your mastery of your customer experience SaaS, it is important to keep learning about new technologies and trends that will ensure a memorable purchase for your buyers.
Never be afraid to ask and expand your knowledge on enhancing customer experience management. If these tips aren’t enough yet, you can find a lot of resources online to make sure that your platform becomes a suitable partner that meets your customer experience objectives.