Customer experience and satisfaction are crucial for a successful business. But how can one know how your customers feel and what they experience? Well, Experience Management Software can help with that.
According to Mike Maughan a leading web design expert, "Experience management software helps organizations manage four core business experiences – customer experience, employee experience, product experience, and brand experience."
Some of the major reasons why you need to improve customer experience include higher customer satisfaction, more customer retention, and increased sales. If your business can achieve these three factors, it will have a huge positive impact on your bottom line.
Therefore, in today's competitive world, Experience management software is not a choice but a need for a successful business.
What is Experience Management Software?
Experience management software can help businesses measure customer experiences at every brand touchpoint through various methods, including feedbacks, surveys, and more. It also allows companies to analyze the feedback and deduce important results.
Brand touchpoints are points where a consumer interacts with a brand; they could include your physical storefront, website, mobile application, social media page, and so on. Therefore, it's essential to design your touchpoints to enhance the customer experience.
However, it becomes difficult to manage everything singlehandedly, and there is where the experience management software comes in!
Steve Pritchard, the founder of Cuuver, says,
"Experience management software can collect customer feedback and then translate this feedback into metrics for the business. This makes for extremely beneficial analytic material for a company, which can then be used to implement changes for an even better customer experience."
Some of the basic features of experience management software include the following:
- Customer management: This feature allows you to analyze your customers' data, including demographics, shopping history, browsing history, etc.
- Ticket management: It allows your customers to create tickets on your website. This way, you can log your customer's issues and address them in a timely fashion.
- Inventory: The product inventory function allows businesses to track their products and see which ones are more popular among the customers. It also tells you which products your customers are buying in a bundle.
- Third-party API integration: A good experience management software can seamlessly integrate with your CRM or other existing software. It boosts productivity as you don't have to switch from one platform to the other. By combining this software with your CRM platform, you can achieve maximum coordination and efficiency across all your teams.
How does Experience Management Software work?
Experience management software collects information from various platforms, including social media pages. It captures valuable data from customer feedback and surveys and then analyzes the data to provide the company an overall view of customer's profiles and experiences.
It also turns the customer data into reports and charts where you can see which of your products and services are yielding maximum results and which ones need improvement.
According to Mike Maughan, "Bain & Company did a study a few years back and found that 80% of the CEOs said that they believed their company was delivering a superior customer experience. When their customers were asked if they felt they were receiving a superior customer experience, only 8% agreed." Now, you can see the importance of experience management software!
With an Experience management software integrated into your existing CRM, you can measure customer experiences across all platforms, and also predict trends and prepare for them beforehand.
Data-driven analytics will also help you identify key drivers in customer experience and take action accordingly. With experience and sales data, you can understand your business better. Experts are of the view that, "Experience data is the human-factor data. It is the beliefs, emotions, and sentiments that tell you why things are happening."
Therefore, with experience management software, you don't only measure shopping cart abandonment rates but also understand why these numbers are going up and what you can do about it.
When you have the 'what' and the 'why' of the problem figured out, you can successfully devise a strategy to combat issues and increase customer satisfaction and revenue.
4 Best Experience Management Software for Small Businesses
Here is the top 4 best Customer Experience Management Software in the market.
- HubSpot Service Hub
HubSpot is a great experience management software for small businesses and start-ups. It is a great experience management tool where you can interact with the customers personally. It allows you to add chatbots and live chat feature to your website and helps turn customers into promoters by asking them to give their feedback.
- Zendesk
Zendesk is scalable software and is best for small, medium, and large enterprises. It is a powerful experience management software to measure customer engagement and satisfaction. It features a help desk, community forms, a ticketing system for customer queries, a knowledge base, and tons of security features.
Zendesk is built on Sunshine, an open-source platform for CRM. It provides multiple features in terms of security, including product security, app security, and network security.
- LiveAgent
LiveAgent is another great experience management software for small to medium-sized businesses. It is one of the best software with tons of features that helps businesses streamline communication, increase customer satisfaction and overall efficiency.
Some of the premium features that you can enjoy with LiveAgent are a native live chat tool, customer portals, a built-in call center, and more. LiveAgent also allows you to integrate third-party apps that you use on a daily basis. It is also available in 40+ languages.
- IBM Tealeaf and Customer Experience Suite
Last but not least, we have IBM Tealeaf and Customer Experience Suite. This experience management software is powered by AI and offers a dynamic customer experience suite with tools for content creation, connecting with customers, analytics, and more.
With the help of customer data analytics, you can boost customer satisfaction and conversion. It can also help you create a behavior-based marketing strategy for your business and get instant feedback from your customers about your products and service. It is also very easy to use and is a cloud-based platform with ready-to-use features.
Conclusion
Experience management software is absolutely necessary for brands that want to foster loyalty and a stronger bond with their customers. Therefore, if you haven't integrated an experience management platform with your CRM software, now is the time to consult a software development company and get your experience software up and running. Your business might be missing out on this big opportunity, so understand your customer's experiences and grow your business.
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