How much does a CX Platform Matter? Much more than you think!

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Aniruddh Parmar

Senior editor

Parul Saxena

Chief editor

Last updated: May 19, 2021

“Customer is the King!”

Are you familiar with this saying? Well, who isn’t? There is a very simple message behind this proverb. It basically tells us to treat our customers the best way we can. But people often miss out on the most simple things when they are expanding their business. And by the most simple thing, we mean communication and to be specific efficient communication.

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The answer to turning a company into a valuable brand is the trust it has built over time with its customers. Yup, trust and nothing more. As simple as this four-letter word looks it is extremely difficult to stand by it.

So… 

How do you build trust?

Efficient and effective communication would be a good start. But it is not as easy as it sounds. Communicating through 5 different channels with thousands of customers while maintaining your brand voice, not a cake walk right? 

Well, investing in a CX platform can be your way out! Confused? Read on to learn why and how does a CX platform make a difference.

With the evolution of communication channels and ease in interacting with people, customers expect companies to be easily available on various mediums. While most of the business strategies revolve around customers to keep them loyal to the brand, a CX platform can make your work 100 times easier. How do you ask?

Well, imagine that you have successfully established communication through all different mediums with your customer. But it that it? How are you going to manage hundreds of complaints, feedback, queries and more flooding in through all the mediums? Disturbing, right? So, without any further delay, let’s see how a CX platform can help you out.

But first…

What is a CX Platform?

The tools that help businesses to monitor and manage various customer interaction points like the company’s website, social media handles and other communication channels are known as Customer Experience (CX) Platforms.

And just in case you were wondering about CX: Customer Experience is the overall experience that your customers have during the relationship with the provided product/ service. Also, a study by Oracle stated that 86% of the customers will pay more for better customer experience. That is why the demand for modern customer experience management software is in demand in recent times. 

Well, so a CX platform has much more to it than just easing communication through various channels. Let’s dive a bit deeper into it.

Benefits of Using a CX Platform

  • Smart Data Collection 
  • Valuable Customer Insights
  • Interact with Customers in Real-Time
  • Omni Channel Customer Experience
  • Empower Your Staff
  • Increased Customer Engagement
  • Word of Mouth Marketing

Let’s take a brief look at each one of the above-mentioned benefits.

  • Smart Data Collection

Kick out the old pen and paper system to collect customer data and feedback. A CX platform helps you collect data smartly. You not only get access to your customers buying patterns and behavior from it but also send personalized greetings and special offers during their birthday or anniversary month.

Also, providing a simpler, effective and smarter method helps reach customers for feedback. A CX platform enables you to collect more feedback and use it strategically.

  • Valuable Customer Insights

All the data that has been segregated smartly by the CX platform further provides valuable customer insights. Analysis of the data provides you with customer pain-points, reasons for customer dissatisfaction, satisfaction as well as customer churn.

Moreover, such data help the organization in shaping processes and policies for the better. It also allows the organization to dig deeper into raw customer data and understand customer behavior. This provides them with insightful information in order to better their product/ service and overall customer experience.

  • Interact with Customers in Real-Time

Did you know that the average human attention span is just 8 seconds! Well, assuming that all your customers are humans, we now know the amount of attention they can spare for us. Let’s face it. They expect us to respond immediately. One bad experience with your brand and the tweets start flooding. But a CX platform can save you all the trouble.

A customer experience platform helps you respond to negative customer feedback within seconds. Your staff will get a notification as soon as a customer leaves feedback. In the case of negative feedback, replying immediately, apologizing, offering discounts can turn the situation in your favor.

  • Omni Channel Customer Experience

Customers using multiple medium of communication makes it crucial to have a single customer view to serve effectively. It can be annoying for customers to provide the same information over and over again. Isn’t it frustrating to provide an order ID number referencing your order when you call a customer service helpline?

With the help of a CX platform, businesses can avail the opportunity to provide a holistic customer experience across multiple channels such as a mobile app, in-store, email, website, and so on. This further ensures that you don’t miss out on any conversations! 

Also, the data collected across these different platforms is stored in a centralized location in order to gain a 360 view of the customer.

  • Empower Your Staff

Your frontline staff is the most crucial communication link in your organization. They are the voice of your organization. A CX platform helps your frontline staff perform better by providing a holistic view of the customer while interacting.

But, a CX platform does much more than that. Digging deeper into customer feedback can help you analyze the pain points. It will let you know the reasons that are stopping your staff to perform at their best. Whether it’s the long response time, incorrect solutions, poor communication or anything else for that matter. After all, it’s not only the customers who benefit from the platform.

  • Increased Customer Engagement

It’s obvious, isn’t it? After all the amazing benefits that a CX platform provides, why would your customer engagement not increase?

The immediate response, accurate information and such an efficient communication process are for sure going to skyrocket your customer engagement rate. After all, everyone likes to be addressed on priority.

  • Word of Mouth Marketing

This one is an indirect but extremely valuable benefit. After your customers have got the best treatment they deserve and when they feel they are being heard, you can definitely expect a great recommendation from their side.

How often has it happened to you that you were barely interested in something but just tried it out because your friend recommended it? Believe it or not, word of mouth marketing is till date one of the best ways to market your product or service.

Summing it up

Well, after what you read above, we are sure that you too agree that a CX platform matters more than what you thought. Today, when online communication is the heart of any business, it is extremely important to be available for your clients 24*7 and effectively respond to their needs.

A CX platform helps you make the customer the heart of your business!

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Aniruddh is Blogger and Digital Marketing Specialist at SoftwareSuggest. Ready to grab a cup of coffee anytime if you want to talk about tech, cars, businesses or cricket.

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