Improve Customer Experience with These 5 Fantastic Tools
The customer experience (CX) is defined as the overall reaction your customers get when interacting with your company and using your product and services. The CX includes both pre-sale marketing and post-sale customer service. The customer’s overall opinion can be shaped by everything from a single social media post to website graphics, so nothing can be left to chance.
Among other things, effective CX strategies include productive software tools. Poor or inappropriate apps will detract from your brand perception. The right tools, however, empower your company to continually improve the CX for increased sales, lower costs, and better customer retention.
Here are five of the best tools to accelerate company growth.
1. Integrate Customer Service Channels with Freshdesk
Freshdesk is a very popular solution providing online helpdesk functions. It’s ready to go across multiple channels, including email, telephony, chat, and major social media platforms. This software allows access to all conversations through a user-friendly central interface that helps provide insight into agent performance and ticket resolution.
Freshdesk enables you to manage different teams, adjust workflows, and define escalation processes. It supports multiple languages, time zone capabilities, and integrates with a variety of other digital products. This robust helpdesk platform also provides features for customer self-service through interactive portals, an extensive knowledge base, and a number of community forums.
This way your customers can find their own answers, check on trouble ticket status, and even share and vote on new ideas. Freshdesk provides a monthly pricing scheme that makes it possible for companies across a variety of industries to provide the level of customer support they need.
2. Have Helpful Conversations through LiveChat
This customer service solution from LiveChat, Inc. was engineered to provide a number of improvements to online customer support. It has built-in live chat capabilities and available add-ons for automating marketing and sales, and it can easily be integrated with a number of CRM (customer relationship management) platforms.
The most significant feature in distinguishing LiveChat from competitors is its ticketing solution. Offline messaging goes directly into the system where it can be organized and tracked by your team through status updates (e.g. open, pending, and solved).
3. Schedule Appointments and Organize Data with Office 365 Business
Microsoft’s Office 365 Business is the familiar productivity suite now based in the cloud that provides new tools and features to take advantage of all the benefits cloud computing offers. Compared to earlier versions of Office, it runs as a subscription-based service for access to apps, cloud storage, file sharing, and teamwork management tools.
For instance, Microsoft Bookings help make scheduling appointments simpler and easier. It provides a user-friendly web page which allows you to synchronize schedules with your staff and clients. In the context of improving CX, customers can select a particular service and set their own appointment to fit your team’s working hours.
Another useful feature is Dynamics 365 which offers a variety of apps either independently or as an integrated solution. This can help you track leads, automate control of field services, enhance sales tactics, and improve many business functions using mobile, enterprise-ready apps that are accessed on the cloud. However, you can still do important financial or operational tasks offline.
4. Provide Unlimited Support with Zendesk
Zendesk has had a large and faithful following for years as a complete customer support platform. It’s used effectively in a number of industries such as government, retail, and technology. It’s easy to scale with your business growth.
You can assist customers over multiple channels, including SMS, chat, and email, and integrate well with web forms, CRM solutions, and other tools that you might want to include in your support system. It’s fast and easy to install and can be used on major mobile platforms including iOS and Android.
Zendesk is a versatile, web-based solution that enables you to customize your own tools. It grows with your business while allowing you to choose the specific features you need. Zendesk also lets you rebrand support pages with own logo, schemes, and images.
5. Mage Social Media Interactions with Conversocial Software
This is a feature-rich platform for tracking and managing client support on your social media networks. It will provide automated functions for setting priority on issues and tickets so vital questions and responses don’t get missed. You can review all interactions with any particular customer on a single screen for improved agent efficiency.
Conversocial fits the customer support needs of a number of public-facing companies, including retail, healthcare, financial institutions, and telecommunication companies. It’s engineered with superior security and control features. It also includes an intelligent distribution system for balanced assignment among agents.
To conclude, having the right set of tools is critical to improving your customer service. The customer experience isn’t something you can take lightly when a single bad response may appear to thousands of social media users. One of these five tools can provide the solution your company needs, so start exploring your options today.