Customer Experience Management [14 Great Tools to Achieve Customer Satisfaction]
Did you know that 96% of consumers believe that customer service is a crucial factor in their choice of and loyalty to a brand? Once you have your customer experience (CX) strategy in place, your business can start its customer retention journey.
Although most new businesses take great care of their website’s design and optimization, they often forget about how the users feel when they visit the site. In other words, consumer experience ends up falling between the cracks.
When you learn how to help the customer to achieve his or her goal faster, you can yield exceptional results at a much lower cost.
In this article, you’ll find out about the best tools and resources to achieve better customer satisfaction and improve your conversion rates.
What Is Customer Experience Management
Customer experience management (CEM or CXM) is a system of handling people’s perception and interaction with a brand. It is one of the essential elements that determine your business’ success.
That is to say; it is the sum of experiences that people have during the whole customer journey. A good impression can win you trust and love from your target audience, but a bad one can make them run to your competitors.
Why Should You Care About It
As mentioned, customer experience management tools can make or break your customer expectations. According to SuperOffice statistics, 86% of buyers will pay more for great customer experience.
Moreover, 65% of them consider a positive experience with a brand to be more influential than great advertising. So, consistent use of a customer experience management software can have a better impact on your brand’s image than advertising.
A customer experience platform can help you to meet customer expectations, which not only relates to the delivery of the final result but also covers the complete process, that is, all of the client’s interactions with the service provider.
How Do You Develop a Customer Experience Strategy
Managing a customer experience strategy is a process that depends on a couple of components. Before we delve into the best experience management platforms and their features, let’s see what you have to think about while managing an experience strategy.
Create a Customer-Focused Vision of Your Brand
First, you need to understand the basics of your customer experience strategy clearly. Ask yourself the following questions:
- Which values do you want to present to the customers?
- What do you want to offer to the customers?
- What can you do to help the customer?
After you find the answers to these questions, you can start creating a sketch of your customer base and decide which tools to use to improve customer experience.
Know Who Your Customers Are
Next, you’ll have to find out who your customers are. If your business wants to emphasize the needs of a customer, you have to be able to create a buyer persona.
Buyer personas are fictitious representations of ideal customers defined by their demographics, interests, education, and profession. What’s more, a buyer persona can tell you at what stage of the customer journey your customers are. Plus, it discovers you what their problems and goals are, and how they decide to make a purchase.
Leverage the Power of AI (Artificial Intelligence) Software
Customer satisfaction is a highly subjective parameter in digital marketing. So, in order to predict what a customer wants, you’ll have to use artificial intelligence software.
AI programs use mathematics and statistics to generate customer loyalty criteria (retention rate, repeat purchases, increased revenue, etc.) The more of that data is available, the better the program can make predictions of the future behaviors of the customers.
Nonetheless, an even more interesting thing with AI is that it automates business interactions with customers. With these new technologies, businesses can:
- Provide a more immediate and personalized response,
- Deal with customer complaints using conversational robots,
- Reduce the costs of services,
- Improve customer service and
- Identify the reasons for satisfaction or dissatisfaction with the product or service.
Choose the Right Communication Tool
What are the points of contact between your brand and its customers?
If you’re mostly on social media, consider implementing chatbots. Gartner Customer Summit report states that chatbots will manage around 85% of the customer interactions by 2020.
In case your site uses emails exclusively, choose the right email marketing software. Check the reviews of the tools (for example Convertkit review, Venture Harbour review) and more tools) before making the final decision.
Make Use of Multi-Channel Inventory Management Tool
Lastly, a customer experience management strategy wouldn’t be complete without a multi-channel inventory management tool. It is especially important if you run an eCommerce site.
Best Customer Experience Management Software List
Zendesk is a customer service and engagement platform that improves customer-brand relationships. Their products allow companies to be more reliable, more flexible and more scalable. They help improve communication and make vast amounts of data profitable. Besides, they work in synergy to convert interactions into lasting relationships.
ResponseTek lets you gather data from your site, as well as your social media channels. They operate on a 5-stage principle: Listen, Learn, Act, Engage and Manage. This experience management system lets you act immediately if you have an issue with your social media channels. Plus, it offers you targeted surveys to improve the client experience.
NetBase, a social media analytics platform, provides customer insights in real-time. They will analyze your social, survey, digital, and care data with the help of AI and machine learning. Their software uses Natural Language Processing technology to understand complex language and provide accurate data.
IBM Tealeaf Customer Experience, an experience management platform from IBM, lets you know how your users interact with your website and apps. The most significant feature of this CEM software is the option of large traffic monitoring. Moreover, it won’t affect your site’s performance. It also records customer experience with its replay option.
As their site says, ClickTale is the new definitive leader in experience analytics. It is one of the customer experience management solutions that will give you a visualization of the customer’s behavior. Be it on mobile, desktop, or a tablet, ClickTale offers an integration with Google Analytics. It’s an excellent tool to learn about your customer’s behavior through data-rich visualizations.
Gemius is an enterprise software platform that measures your visitors’ behavior and has multiple segmentation options. The software can analyze a lot of visitors and give you the report for each review. Moreover, they can be in different file types and come with visual charts for an easier interpretation of your data.
Falcon.io is, as they like to put it, the platform for every kind of social media marketer. They offer paid and organic posts for your social channels in a content calendar. What’s more, the software has a social listening feature and Engage inbox for your employees’ assignments.
LiveEngage is a popular chat and messaging product from LivePerson, the AI-powered conversational platform. They aim to establish customer connections with the help of mobile and web messaging, customer care, reporting and analytics, and a so-called meaningful connection score, an automated, unbiased way of measuring the relationship between consumers and brands.
Confirmit Horizons is a platform that provides you with everything you need for end-to-end management of Voice of the Customer programs, Voice of the Employee programs, and Market Research projects. Their multi-channel software gives you an insight into your research and feedback projects to easily track customer data and social analytics.
Clarabridge is a customer experience management platform that helps users understand and improve the customer journey. Clarabridge collects and transforms all forms of customer feedback into information, enabling businesses to activate the customer voice across the enterprise. The data is very easy to interpret thanks to the available dashboards, reports, and alerts.
When your business needs customer engagement, customer service, and digital process automation software, Pega is the right choice. It integrates customer analytics with your business’ priorities in real-time. Additionally, it works across all channels, delivering authentic customer engagement data.
Medallia is a B2B and a B2C customer experience platform that takes and analyzes customer feedback from different sources. It collects feedback from social, mobile, web, and contact center channels. You can integrate it with resource planning systems and run tests on particular customer segments.
Abzooba, an analytics and social media monitoring platform, uses Natural Language Processing technology. It enables your business to monitor a customer’s brand loyalty through the application of AI.
X-Cart customer satisfaction management tool is software included in the X-Cart Ultimate solution. It provides the following features:
- Collection of customer feedback on every order
- Extra questions for the customers who are dissatisfied
- Configurable survey questions
- Good experience sharing from the customers
- Feedback management.
Customer experience solutions help businesses track and analyze how users feel about their brand. Continuous customer monitoring can give you valuable insights into how the customer sees your company and what they want from you.
Thanks to the data collected by CEM (CXM), companies can get to know and understand their customers on a deeper level. They can understand the habits and needs of every individual, what he or she wants, and when he or she wants it.
If you ever considered implementing a customer experience management tool, now is the right time to do it. You will be able to analyze the habits of your existing customers and to predict who your future customers will be. Start with researching the best options out there and make your customers happy.
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Lidia Hovhan is Digital Marketing expert and SEO guru. She contributes articles about how to integrate digital marketing strategy with traditional marketing to help business owners to meet their online goals. You can find really professional insights in her writings.