What challenges customer experience tools help to solve
It becomes more difficult for enterprises and large organizations to communicate with hundreds of customers via multiple channels everyday: identifying their needs, analyzing behavior and journey, and then building a personalized sales strategy. All this makes business leaders pay attention to the cx automation platform designed for providing the omnichannel experience.
According to a recent Research survey, 80% of consumers consider the experiences an organization delivers as significant as its products and services. As much as 86% of buyers would rather pay more for a product or service, if doing so can guarantee them a better digital customer experience management.
Great digital experience helps to solve crucial challenges businesses face while interacting with consumers:
Close more deals building personalized sales strategy
Take all the insights from your customer data, and build a shopping experience that appeals to your ideal customer profile. Getting more direct customer feedback helps your brand to improve the customer experience, allowing it to respond more quickly to trends, changes in shopper demand or shifting consumer behavior. All this helps to make the customer experience evermore complete and connected.
As soon as all communication channels are integrated, departments and employees are able to provide a seamless experience. Encompass online and offline touchpoints of your brand via multiple channels, and get the integrated information of each customer. This methodology will help to get accurate information, assign details to contact and account, and respond faster to customer requests.
It’s very important to collect customer feedback across all communication channels and validate it on time. This will help you understand customer needs, identify gaps and improve the enterprise customer experience. Getting this information today will help you retain customers tomorrow.
Combine experience data into a single view from multiple sources with help of Put It Forward Integration Designer. Let your departments and employees access the up-to-date information while interacting with customers. Reduce your operational costs synchronizing data with no code efforts.
Automate processes across the organization with help of Put It Forward Orchestration Builder. Facilitate the repetitive cycles and get a total control of all the workflows in your organization. Speed up the communication scenarios while engaging customers and save time to work on revenue generation.
What if you could decrease the budgeting for customer acquisition? It’s absolutely possible with help of Put It Forward Delphi AI. Build ideal engagement and sales scenarios, and predict the outcomes in the period of time. Getting a highly accurate prediction, you will invest in successful strategies only, adjust the sales process to the customer demand and decrease acquisition cost.
Today one customer can interact with your brand multiple times using different sources (website, mobile app, phone), stopping and renewing the communication. It becomes difficult for customer managers to quickly access the communication history, map it to the past marketing and sales campaign, and extract any insights to prolong the conversation. And here comes the 360-degree customer view that helps to access the customer engagement and sales history, and get actionable insights for successful communication.
It’s a best practice to understand how customers interact with your business: how they find you, how they come to you, which channels they prefer to use, how they contact you, and many others. Analyzing these details with Put It Forward Advanced Analytics, you will define the patterns and preferences, and build the most effective engagement and sales strategies. Don’t lose a chance to analyze the customer journey of the most engaged customers to find out the growth points to scale your business.
Customer experience is mission critical in the banking industry – one recent market research found banks could expect to see a 27.5% growth rate simply by improving their customer experience scores by 10%.
Omnichannel experience offers the perfect way to build the connection between online banking and a traditional face-to-face service. Banks can provide customers with a choice of channels and allow them to switch from one to another without disrupting or fragmenting their journey.
As the major advantages, banks can quickly and efficiently resolve problems, respond faster to customer needs and save on support costs. Providing more personalized experience banks become more flexible adapting to customers’ unique needs. All this impacts loyalty and increases customer satisfaction.
Today high-tech organizations are focused on delivering differentiated customer experiences and already implemented data platforms and AI in their businesses to understand customers better and accelerate growth and loyalty.
According to an Adobe survey, 59% of high-tech customers have made analytics, data management, and customer data platforms a top technological priority to enhance the customer experience.
Data management, analytics, and artificial intelligence became essential to move forward. High-tech businesses that invest in and adopt these technologies effectively will be better positioned to deliver more hyper-relevant, personalized experiences.
Retail organizations work hard to create a personalized experience for customer engagement. Customer experience management solutions help to understand their customers needs and deliver excellent customer experience.
Personalized experiences help retailers to customize offers across all channels, capture the most preferred channels to interact, engage customers in real-time via interactive conversations, make the best value proposition, promote cross/up-sell at the right time, and gain long-term opportunities.
All this helps to solve main challenges of inability to engage customers in preferred channels, limited data analysis and lack of automation.
Customer service and digital experiences are key points for b2b telecom businesses. Investing in digital channels and innovative technologies allow them to maintain a competitive edge.
Connected experiences help to analyze customer journeys, providing personalized experience and interactions across multiple channels. With live chats, text chats, mobile accessibility, virtual support self-service and more, telcos can increase their agility and provide intuitive experiences.
Embedding AI solutions makes it easier to collect more data and provide better assistance. The same happens with omnichannel services, it helps to get seamless transitions from multiple ways of communication.
A seamless end-to-end experience can be provided to patients by improving interactions between the healthcare provider and customers across multiple touch points. Through the transition from selecting healthcare providers or scheduling appointments, retention at each stage can be improved by using innovative customer experience solutions.
Tasks such as checking for doctor’s availability, scheduling appointments, eligibility checks, processing insurance claims, and data migrations can be quite easily automated through AI. All this brings tons of benefits: increases the provider-patient trust levels, enhances loyalty, and grows the patients’ satisfaction.
Learn more about the Put It Forward Customer Experience
Webinar: Connectivity: The Key for Better Customer Experience
Learn how to optimize processes and interactions across all touchpoints. Access the unified view of customer data and lower costs of acquisition.
Based on the market feedback, the customer experience strategy can be effectively applied to both B2B and B2C scenarios.
Quickly identify intent within large data sets, connect insights into action with embedded integration, and monitor insights on the intelligent dashboard.