Nov 23, 2022

On Nov 23, 2022 Offering an exceptional customer experience on digital channels is no longer a nice-to-have element for businesses. Today, every customer demands personalized results and solutions, which is the soul of every good experience. And personalization takes a lot of data. There are countless customer experience management software available out there that can help you harness data. We have picked the choicest options from the crowd, so you can make the right decision. Let’s start by fleshing out the concept of digital customer experience. Digital Customer Experience: What’s that? Customer experience on a digital platform implies all interactions that a client has with the enterprise through the website, mobile, email, social media, IoT & wearable gadgets, physical locations, and call centers. The objective here is to offer rich and unique experiences by refining the interaction and focusing on the client’s perception of the experience you gave them. As per a report by PWC, 86% of the total customers who believe they got a good experience will pay more. On the other hand, poor customer service can encourage 58% of the customers to switch over to other companies. At the same time, Salesforce research indicates that about 93% of customers possibly make repeat purchases with companies that offer rich and fantastic customer experience. These stats and figures are enough to reiterate the significance of customer experience management. How Do Customer Experience Management Tools Help? The best and most effective digital customer management tools offer consistent and proper engagement and experience to customers throughout the customer lifecycle. Key capabilities of customer management platforms are: Provide end-to-end customer engagement Interacting with each customer at a time and via a device that’s appropriate for them. Identifying dissatisfied or passive customers and helping the creation of effective campaigns to enhance their value to the company. Handling and storing information in any format to provide rich and interactive experiences to customers. Offer personalized experiences based on purchase history, customer behaviors, location, and many other factors. Offer context-driven customer experiences based on how they interact with the digital touchpoints of your platform. Key Customer Experience Management Solutions To Consider Now, let’s walk you through the list of top customer experience management solutions that can take your game to the next level. Dive in, pronto! Medallia This is an AI-powered customer experience management platform for the cloud that deploys text analytics to assist agents in understanding the sentiment and underlying drivers of satisfaction and uncover themes across unstructured data. This award-winning SaaS solution comes with the most extensive capabilities for gaining feedback and getting signals wherever the customer is engaged in interactions such as email, in-app, digital, social, etc. Medallia Experience Cloud promises and delivers help to organizations so they can know what their customer wants by offering real-time insights across the company. Some of the key features include: API