All your decisions must revolve around your customers if you want to build a successful business. What can you do to make their experience better? Now, you can’t answer this question without knowing them first. But the best customer experience platforms can lend you a hand there.
After all, you have a huge audience, and knowing everyone personally just isn’t feasible. Some people argue that a customer relationship management platform can do the same thing. But that’s not true.
Customer experience management is more comprehensive, starting from before the customer actually makes a purchase. Grasping this concept is the first step to choosing the right platform.
Before giving you the list to choose from, we must discuss what a customer experience platform is. Because without grasping this concept, you’ll be wandering the list aimlessly. You might even end up choosing the wrong software.
So, a customer experience platform helps you manage, optimize, and enhance the overall experience that customers have with your brand.
Firstly, they give you a 360-degree view of your customers. How? By combining data from different online and offline sources.
Your CRM database, WiFi marketing system, and social media all have useful information for strategic engagement with customers. When you have everything in one place, it’s easier to see what’s going on and make appropriate decisions.
Plus, you won’t have to switch between multiple tools just to gather data. This will save you time, effort, and even money in some cases.
Secondly, these platforms can create maps of your customer’s journey. You’ll be able to see what made the customer happy and what went wrong in the case of a mishap. Using this information, you can even bring back an angry customer!
However, they don’t only display survey results but also help you take feedback from your customers.
Create interactive surveys and feedback forms within the interface to make it easier for clients to give opinions.
Thirdly, you can provide fast customer service. The moment customers face an issue, solve it within the platform using email, chat, social media, or phone. Just imagine how loyal they will be!
Lastly, everyone’s aware of the effect a personalized experience can have on a customer. Well, these platforms do that, too, increasing your customers’ overall satisfaction.
Now that you know what a customer experience platform is, you’re ready to learn how to choose one.
But why are you seeing this before the list? Well, that’s because you’ll be able to judge the options better with these points in mind.
- Responsive Design: You’re investing in a customer experience platform to save time, effort, and money, right? But that objective will go to waste if you have to switch between devices to perform different tasks. Therefore, the platform you choose must work on all devices.
- User Empowerment: The modern customer goes to extreme lengths to avoid personal interaction with brands. Therefore, your platform should come with community forums, FAQs, knowledge bases, etc.
- Seamless Integration: If your CXM platform doesn’t integrate with other systems, you’ll be missing out on a lot of data. This doesn’t only include CRM but also WiFi POS systems, accounting software, analytics tools, etc.
- Flexible and Scalable: Your business won’t always be at the same stage it is right now. You’ll expand and scale, adding more customers and tools as you go. So, your platform should also be able to grow with you. Otherwise, you’ll have to keep switching.
- Customer Segmentation: Since all your customers have different needs, you must tend to them differently. But how would that be possible without dividing them into multiple customer profiles? So, make sure your platform allows customer segmentation.
- Security: You’ll have a lot of personal and customer data in there. So, choose a platform that offers security to save yourself and your customers from data breaches.
Some people believe that customer experience is about the result that comes after the customer has made a purchase.
But the truth is it starts from the first interaction that a customer has with your brand. It doesn’t even have to be a physical interaction. They might visit your Instagram page after first hearing about you. Or they might directly make a purchase from your website.
Both these cases are first customer interactions, but the experience begins at different stages of the journey.
And if that’s the story of just two customers, imagine manually tracking and improving everyone’s journey! Therefore, you need to choose from one of these best customer experience platforms.
Let’s start with the overall best customer experience management platform, Zendesk. It’s a popular platform for sales, support, and other customer communication. But what makes it the overall best, though?
Well, for one, it can scale and grow with your business. Plus, it has knowledge bases and community forums. Those are important, as we learned earlier.
Secondly, it doesn’t just focus on your customers. It also helps you put everything in sync with features for your business and customer support teams. It’s one thing to be able to solve customer problems with ease. But solving them within the platform with dedicated features is the cherry on top!
You have the context and conversation history all in one place. If you find yourself facing angry, irrational customers, these things can come to the rescue.
You won’t have to switch platforms and have countless meetings just to get the background of the situation. This will not only make the customer easier to handle, but it can also save you from loss.
Moreover, it has artificial intelligence reputation management features that send the customers to the right agent.
You don’t even have to be a coder or have extensive programming knowledge to integrate other tools with it. That’s because it has a no-code integration option that is easy to use and implement.
However, it might seem a bit expensive if you’re just starting. For the most accurate pricing details, visit the Zendesk website.
But you don’t have to make an investment immediately since it provides a free trial for 14 days!
A customer experience platform would be useless if it doesn’t collect customer data. So, that’s something you’ll find in all options. But being a customer intelligence platform, Acoustic Tealeaf is noteworthy.
It gives you insights into how your customers behave with different customer touchpoints. Let’s understand why Tealeaf is the best customer experience analytics platform with an example.
Suppose a customer is browsing your website. With Tealeaf, you can see what parts confused the customer and where they were able to navigate with ease. It even shows you at what point the customer left your website.
With this information, you can make your website better in terms of user experience. You can solve the issues that the customer might have faced.
Moreover, you can see what activities customers are performing on your website or app. Of course, the ideal situation would be a purchase.
However, not every customer who visits your website will leave after buying something. Some might browse and leave. But when you know how your customers are navigating your website, you can tell what they’re paying attention to.
If they’re viewing related products in a row, you can create a “related products” section if you haven’t already.
Or, if you notice most of the customers jumping to the review section, you can move it somewhere more accessible. All of this is possible with Tealeaf’s AI integration capabilities.
Know Your Customers on a Deeper Level Using SurveySparrow
The third option on this list of best customer experience platforms is SurveySparrow. It offers an online survey tool that helps you know your customers on a deeper level.
As mentioned earlier, it would be impossible to engage each one of your customers personally.
But with SurveySparrow, you can easily create online surveys that people would have no hesitation filling. That’s because sometimes surveys become a bit too much when people have to answer a lot of questions.
But this tool creates perfectly balanced surveys that give you the required information without being too much on the customer. The conversational interface makes customers feel like they’re personally talking to you instead of filling out a boring survey.
Moreover, you don’t even have to worry about manually sending surveys. You can just schedule them, and SurveySparrow will handle the rest.
Once you have the results and feedback, you can share them with other existing and potential customers. When you show positive feedback through email, SMS, social media, etc., people will be more willing to buy from you.
However, surveys aren’t the only feature that makes this tool worth investing in. You can also track customer journeys and engage them with no-code chatbots.
Additionally, you can use it as a reputation management software. In return, you’ll get loyal customers who advocate your brand to everyone they cross paths with.
When it comes to pricing, SurveySparrow has five plans: basic, starter, business, professional, and enterprise. While it starts at $19 per month, it’s better to visit the website for the most accurate and updated pricing.
You can try the first four options for free for 14 days without even giving your credit card number! The fifth option, however, is custom, so you’ll have to contact the team.
Use Churn360 To Get Customer Behavior Data From Multiple Sources
To improve customer satisfaction, you need a holistic view of how your customers are interacting with your brand.
This statement might have confused you since this discussion is about customer experience and not satisfaction. But why would you make efforts to improve customer experience if your customers are already satisfied?
Both these concepts go hand in hand. If you keep your customers satisfied, they’ll have the best experience possible.
To do this, you need Churn360 to know how customers are behaving across all your brand touchpoints. Here’s why.
This platform reveals the history of each customer so you can build a deep connection with them. Plus, it gives insights into your customer base as a whole so you can measure customer loyalty. In return, you’ll learn what’s working and what isn’t.
Using this information, you’ll be able to make changes that improve customer experience.
Remember how we learned that your software must have segmentation features? Well, Churn360 lets you do that with ease. Once you’ve segmented your customers, you can create marketing campaigns to retain them according to their group.
This means Churn360 not only gives you the data you need but also helps you take action on it. You don’t have to do everything manually either because this platform allows you to automate tasks.
Moreover, you can integrate tools like Zendesk, Pipedrive, Gmail, Outlook, etc., to help with the entire customer journey.
However, it has a steep learning curve, so you’ll have to get a lot of training to start using it. Plus, it doesn’t come with a free plan.
Create Comprehensive Customer Profiles With Qualtrics
Qualtrics is another customer experience management platform that lets you create accurate customer profiles.
However, customer data is sensitive, and handling it is too. You’ll have to keep a check on who is accessing what information. You also need to restrict people from making changes in the data. But how?
Well, Qualtrics takes away that dilemma with a dashboard where you can set roles. It lets you set permissions and rules so only the authorized person enters the space. The changes you make will show up live so you can catch errors at an early stage.
Moreover, it provides an organized system for solving customer problems. What this means is that you can create, assign, and track tickets in one place.
You don’t even have to switch apps to solve the ticket. Qualtrics integrates different communication channels that you can use to contact the customer and vice versa. Once you’ve solved the problem, just mark the ticket as solved inside the dashboard.
This way, you’ll be able to map your customers’ responses, add context to the conversation, and have a centralized view.
It doesn’t matter if your customers engage with you on social media, email, or phone. The data from all will come into one place.
Qualtrics has not made its pricing readily available. But you can avail a free trial before making an investment.
Freshdesk Lets You Provide AI Customer Support
Let’s end this list with Freshdesk, which has AI customer support! People have become impatient. They don’t want to wait for hours for you to solve their problem. They need instant solutions. That’s why Freshdesk is such a blessing when it comes to the best customer experience platforms.
One of its main features is advanced ticketing. Like Qualtrics, you can start and close the ticketing system within the platform.
Plus, it lets you set triggers to provide support through AI. This works best for common problems that your customers have already faced. Having solved those problems before, you can teach the AI to solve it for you.
Moreover, it has a messaging system to help you connect with your team and customers without having to switch.
However, customers who don’t want an interaction can refer to knowledge bases. Solving problems timely and efficiently will bring positive customer sentiment to your brand.
They’ll become loyal to you. That’s the reason why Freshdesk focuses so much on customer support. When customers receive unmatched support, their experience automatically becomes more positive.
But that’s not even the best part! Freshdesk has a plan that stays free forever with ten agents. For other plans, refer to the Freshdesk website.
Good Customer Experience Can Be Better Than Marketing
The best customer experience platforms all come with some things in common. Customer journey maps, insights, tools to enhance customer experience, etc., are just the tip of the iceberg.
Using these platforms, you can give your customers the best experience from the moment they start interacting with your brand.
If you want to improve your marketing campaigns, gather data about your customers, and grow your online rating, try Beambox. This WiFi marketing platform comes with multiple automation and will help you scale your business. Join over 12,000 venues that use Beambox to grow. Start your trial today!
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