Customer experience has become increasingly important given the rise of digital transactions and the need to turn service into a differentiating factor that increases a brand’s competitiveness.
Therefore, you cannot miss the recommendations we have to help you find a solution that guarantees the satisfaction of your consumers and a lasting positive experience.
What is a customer experience tool?
A customer experience tool consists primarily of bolivia phone number list software systems and applications developed to help master the key elements that form part of the customer journey in relation to a brand.
These tools enable you to understand, evaluate and automate the workflow within an organization to respond to customer requests and comments, as well as collect, organize and make sense of all consumer data, thereby facilitating customer acquisition and sales growth.
Some of the key tasks that customer experience management tools perform are:
- project and task management.
- tracking visitors on websites .
- management of queries, compliments, complaints and suggestions.
- capturing the voice of the customer.
- tracking key Customer Experience metrics and performance indicators.
Importance of tools to improve customer experience
Customer experience (CX) tools provide easy and effective ways to help you deliver and maintain a great experience for your customers.
A great customer experience is the way to convert more potential customers into new customers and, more importantly, to retain current customers , who often represent the most profitable source of revenue for a brand.
Therefore, having a tool that helps improve the customer experience represents the most effective way to ensure loyalty and the return of new customers.
You may also be interested in: Tips to improve customer experience
5 tools to improve customer experience
Below we will present some tools to improve customer experience that you can begin to implement in your company, regardless of your industry or scale:
1. Social listening tools
Social listening tools help you monitor what customers are saying about a company, from the brand name to mentions by public figures to your leadership team and customer feedback about what they think or do with your products.
Common social listening tools include Hubspot, Hootsuite, and Sprout Social, which can also help you monitor competitor keywords and common search terms that you can leverage to improve your market positioning.
This way, you can follow social media conversations around topics related to your market, pay attention to trends and address problems before they become big challenges, as well as reward loyal and vocal customers before they even ask you to.
2. Mobile application of your brand
Mobile apps can reach consumers in real-time use clear and compelling ctas and increase engagement with your brand, so you may want to consider developing a free mobile app for your connected customers.
Keep in mind that 4 out of 5 consumers use smartphones job data to make purchases and 50% of mobile users prefer to use a customer service app to resolve their issue before jumping on the phone.
Serving customers through an optimized mobile app can provide a quick and easy shopping and resolution experience. The advantage is that mobile apps keep your business or brand practically in the customer’s pocket.
3. Customer experience management software
Customer experience management software helps you gather insights to identify opportunities and deliver exceptional customer experiences across multiple channels, both in-person and digital, all in real time.
Unlike other tools, these types of systems include various functionalities designed specifically to improve the customer experience, such as:
- Mapping the customer journey in detail.
- Application of satisfaction surveys and various other types of surveys at different points of contact through various platforms..
- Customer sentiment analysis.
- Measuring the Net Promoter Score .
- Real-time results dashboard.
- Periodic reports.