Empower customers with advanced CX automation

All customer experience platforms are not the same. When choosing the right solution for your business, there are many factors to consider:

Self-Service and Agent-Assisted Use Cases: CX automation can span both self-service and agent-assisted customer interaction scenarios. By delivering digital alternatives to manual processes in both self-service and agent led situations, CXC automation can empower you to drive maximum digital adoption, reduce contact center costs, and please more customers.

Multichannel Support: CX automation should result in experiences that can be delivered in multiple support channels, including web, mobile, visual IVR, on-premise, and other digital touchpoints. This will enable you to provide a seamless and consistent experience across all channels. Creating digital experiences that are limited to a single channel silos your customer experience and creates frustrating customer friction in both sales and post-sales experiences.

Integration: In most scenarios, CX automation needs to integrate with the existing systems and applications within your organization, such as ERP, CRM, account management, customer data platform, call center, IVR, and e-commerce platforms. This will enable you to streamline workflows and improve operational efficiency while delivering personalized, dynamic experiences to everyone.

Ease of Use: CX automation is only successful if it delivers a user-friendly and easy to use experience. Usability is critical when you are trying to create many experiences to address issues customers face every day.

Learn more about why these factors are so critical in our post on digital customer engagement.

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All customer experience platforms are not the same. When choosing the right solution for your business, there are many factors to consider:

• Post-Sales Experience Focus: The customer journey is just beginning when a prospect makes their first purchase. A great customer experience platform enables you to create great customer-facing experiences that help customers get the benefits, service, and support they need. Since front-end experiences are the primary means customers form opinions and derive customer satisfaction from a brand, customer-facing digital experiences are the most valuable and essential outputs of a customer experience platform. While ensuring an inviting sales experience is also very important, pleasing existing customers should be the top priority.  
• Self-Service or Agent-Assisted Use Cases: Your CXP should make it easy to create digital experiences for use in both self-service and agent-assisted customer interaction scenarios. By making simple apps that can be used in these two critical ways, you drive maximum digital adoption, reduce contact center costs, and please more customers. 
• Multichannel Support: Look for a platform that creates experiences that can be delivered in multiple support channels, including web, mobile, visual IVR, on-premise, and other digital touchpoints. This will enable you to provide a seamless and consistent experience across all channels.
• Integration: Look for a digital customer experience platform that can integrate with the existing systems and applications within your organization, such as ERP, CRM, account management, customer data platform, call center, IVR, and e-commerce platforms. This will enable you to streamline workflows and improve operational efficiency.
• Ease of Use: The platform should be user-friendly and easy to use, with a simple, intuitive interface. This will enable your team to quickly learn and use the platform effectively. Usability is critical when you are trying to create many experiences to address issues customers face every day.
• Scalability: Look for a platform that can scale with your business as it grows, with the ability to handle increasing volumes of customer data and interactions.

By factoring these considerations into your decision, you can make a better choice that ensures the software can meet all of your needs.

Learn more about why these factors are so critical in our post on digital customer engagement. 

Many companies have spent heavily to streamline and automate sales experiences to maximize new customer acquisition. Of course, that has tremendous value. Every business wants to maximize the size and growth rate of its customer base.

But equally as important is empowering better post-sales customer experiences. These experiences ensure the long-term health and vitality of your business or organization.

Both positive sales and post-sales experiences can increase customer loyalty and retention. Customers who have a good experience after purchasing a product or service are more likely to become repeat customers, which can lead to increased revenue and profitability for the business. Data show that it is much less expensive to drive an incremental purchase from an existing customer than to convert a new one. Most businesses depend on ongoing business relationships with their customers.

Customers who have positive sales and post-sales experiences are also more likely to refer friends and family to the business. This can help generate new business, reduce customer acquisition costs, and cost-effectively increase brand awareness. Additionally, in some industries, having all friends or family members using a single solution provider helps reduce churn. In today’s socially connected world, word-of-mouth recommendations are an important source of new business.

Providing positive sales post-sales experiences can also lead to opportunities for upselling and cross-selling. Customers who have positive experiences are more likely to trust the business and consider purchasing additional products or services. Sales experiences help ensure an engagement starts strong. Post-sales engagements keep the relationship strong and escalate retention and loyalty.

Learn more about how digital solutions help reduce average handle time (AHT)

Effective CX automation can enhance the customer service experience in several ways:

Omnichannel support: CX automation enables businesses to offer support across multiple channels, such as phone, email, chat, social media, and messaging. This lets customers choose their preferred channel and get help quickly and efficiently.

Personalization: By collecting, updating, and delivering customer data through its API gateway, CX automation can personalize customer interactions. For example, it can recommend products or services based on the customer's browsing or purchase history or address the customer by name.

Self-service: Often CX automation initiatives are undertaken to enable self-service and maximize digital adoption. Additionally, CX automation is often used to enable customers to find answers to their questions through self-service options such as a knowledge base, FAQs, or chatbots. This improves customer satisfaction by providing quick and easy solutions.

Analytics: Versus manual or partially manual processes, CX automation experiences often make it easier to track and analyze customer interactions, allowing businesses to identify patterns and trends. By digitizing every aspect of an experience, CX automation can deliver data to a single source of truth more quickly than a manual or a semi-manual process. This customer feedback can improve products, services, and processes and provide proactive support to customers.

For more insights on customer experience (CX), visit this post.

CX automation often delivers self-service options customers leverage to find answers to their questions without needing to contact the call center, which reduces the volume of calls and inquiries. Such a platform can also automate routine tasks such as ticket routing, categorization, and prioritization. This reduces the workload for call center agents and frees them up to focus on more complex issues that require human intervention.

CX automation also frequently yields personalized interactions for customers. For example, these experiences can recommend products or services based on the customer's existing product set.

By reducing the volume of calls and inquiries and automating routine tasks, CX automation takes pressure off the call center and enables call center agents to focus on more complex and value-added tasks. This can improve the efficiency and effectiveness of the call center and ultimately lead to a better customer service experience.

Get a deeper dive into call center benefits in this blog post.

The most important metrics for CX automation experiences may vary depending on your business goals and industry. However, here are some key metrics that you should consider:

Customer Satisfaction (CSAT): This metric measures how satisfied customers are with their overall experience. It is typically measured using surveys or feedback forms that ask customers to rate their experience on a scale of 1 to 5 or 1 to 10.

Net Promoter Score (NPS): Many companies track NPS and understanding the impact of experiences created with a platform on the score is often valuable.

Abandonment Rate: This metric measures the percentage of customers who abandon their call or interaction with Visual IVR before completing their task. A high abandonment rate may indicate that the Visual IVR is difficult to use.

First Call Resolution Rate: This percentage-based metric measures how many customer inquiries or requests are resolved on the first contact. It is typically measured as a percentage and is a key factor in customer satisfaction and loyalty.

Self-Service Usage Rate (for Self-Service Apps): This percentage metric measures the percentage of customers who use an experience to complete their tasks without needing assistance from a call center agent. A high self-service usage rate indicates that customers are finding the Visual IVR easy to use and that it is effectively handling their needs.

Call Deflection Rate (for Visual IVR Apps): This metric measures the percentage of calls deflected from the call center by an experience. It is a percentage measure. A high call deflection rate indicates that Visual IVR provides customers with the necessary information.

Average Handle Time (for Apps Used in Agent-Led Calls): Average handle time assesses the average length of customer calls in which the experience is used. It helps to show how the experience adds to the efficiency of a call center team and lowers total call center costs.

First Call Resolution Rate (for Apps Used in Agent-Led Calls): This metric measures how many customer inquiries or requests are resolved on the first contact. It is typically measured as a percentage and is a key factor in determining customer satisfaction and loyalty.

This blog post provides even more insight into measurement as it relates to omnichannel self-service.

Our team would be pleased to share a demo of our FICX Customer Experience Platform technology.  Just fill out this form or visit the FICX homepage. We'll also tell you how to turn your support engagements into success stories that exceed customer expectations as part of a comprehensive customer relationship management strategy.