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What Is a Customer Experience Platform?

Customer experiences are so important that the things businesses can do to analyse and improve them have given rise to a slew of terminology. So, what is a customer experience platform? In simple terms, customer experience platforms are software packages that make it possible for you to analyse and improve or deliver service so that customer experiences are positive. 

But, since everything customers experience when they do business with you forms part of the customer experience, there are a lot of different tools that might be termed customer experience platforms. Here’s a quick breakdown of the different types of customer experience management platforms you might encounter. 

Read our guide to customer experience.

What Customer Experience Platforms Do

They collect customer feedback by sending out surveys and analysing the results

You’ve experienced this yourself. It’s that quick survey you get asked to complete after interaction with a business. It doesn’t necessarily improve your customer experience, but it helps businesses to find areas for improvement and track their progress. 

They help you to manage and track customer relationships (CRM)

Customer relationship management systems (CRM) are the reason why you can talk to a customer service agent who appears to know everything about your relationship with the business. They also help businesses to keep their promises. For example, if you were promised a callback, you’re almost sure to get one. Since they gather data, they can provide valuable insights that help businesses to improve customer experiences. The questions customers ask, and the hitches they might run into, are clear pointers toward areas for improvement. 

They gather data that allows you to sell more effectively

If you offer a range of products, knowing which ones will appeal to specific customers doesn’t have to be guesswork. Customer data platforms help you to build customer profiles that make offering specific products they’re likely to want easier. 

Customer experience management software streamlines interactions between businesses and their customers in real-time

This type of software could also be termed “call centre management software,” although it does a lot more than simply manage phone calls. For example, it also manages emails and responses to messages on social media. 

Customer journey platforms allow you to identify and analyse the average customer’s experience with your business

Customer experiences can be seen as journeys that begin when they first become aware of your product and don’t end until they’ve finished using it. If you want to optimise their journeys, you first need to analyse what they typically consist of. This software does the work for you. 

Digital Experience Platforms (DXP) focus on digital customer experiences

With so many customers taking their shopping trips online, knowing what they experience in digital environments and using that information to improve their shopping experience can be a big help. 

Social media management platforms keep you active and responsive

What are people saying about you (or to you) on social media? How do they interact with your social media posts, and what appeals to them? Apart from scheduling your posts, a social media management platform helps you to find the answers to these questions. 

Customer success platforms help your customers enjoy the benefits your products offer

Once you’ve made a sale, you’d like to keep the customer. Sometimes, they’ll need a little help to make the most of their purchase. For example, if you offer software as a service, your customers might need assistance when familiarising themselves with it. 

Questions to Ask When Choosing a Customer Experience Platform

As you’ll have noticed, the term “customer experience platform” is incredibly broad. They might cover aspects related to website design, marketing, sales, and after-sales experiences.

So, one of the first things you should ask yourself when choosing one is what function you want it to perform. As far as we know, there simply isn’t a single package that does it all. At the same time, there can be overlaps between one package’s functionality and another’s. So, building a software ecosystem that helps you track and manage customer experiences as economically as possible will require a strategic approach. 

If you’re looking for the most impactful element of customer experience, direct communication with customers is especially important. Sales, customer service, and customer support need to send consistent messages and be easy to reach, and the more communication channels your customer experience platform covers, the better. Manage that one-on-one service or support request well, and there’s a lot customers will forgive. Finding out how to improve from support calls is a simple matter of looking for trends. Why did your customers need help? Can you eliminate that problem altogether?

Whatever type of customer experience platforms you choose, the information they gather and their ability to analyse it and offer you conclusions will be extremely important. Your customer experience data should indicate pain points, bottlenecks, and deal breakers that are making prospective customers walk away from what would otherwise have been a purchase. For example, if your chatbot isn’t offering them the info they need, or your website’s architecture is too confusing, this could be the moment when a person who might have become a customer gives up and walks away.

Finally, you want customer experience platforms to slot into your systems well. There has to be compatibility between the packages you choose and the software you already have so that different applications can “talk” to each other and share information. For example, if a customer needs information about the status of their account, your CRM software should meet the technical specifications that help support agents access it. 

Can You Afford the Best Customer Experience Platforms? Can You Afford to Do Without Them?

Without your customers, your business won’t survive – and competition is fierce. Having accurate information at your fingertips is very important if you want to win the race to the top – and customer service is an important differentiating factor that will help you get there. Customer experience platforms contribute to realising both of these goals. They provide data that guides your decision-making and strategies, and they help you to win and retain customers. 

However, trying to do everything in-house can be both costly and time-consuming. Much as customer experience platforms help to streamline service and analyse what’s needed to improve customer journeys, they still need human management and intervention. Imagine how great it would be if you could manage and evaluate all the most important customer experiences using a single touchpoint. It’s possible! The answer lies in outsourcing the most intensive and impactful component of customer experience: those one-on-one interactions with your customers. 

Of course, the company you entrust your customers to must be exceptional. They should be using the best customer experience management platforms on the market, and they must have high-quality personnel to make it all work for both you and your customers. If this idea sounds attractive, UK-based RSVP is the solution you’re looking for. We offer much more than just a software package and the learning curve that goes with using it effectively. Instead, it’s the full suite of customer service outsourcing solutions. At the same time, we provide customer experience analytics that helps you to grow and improve your business. 

Sometimes, buying more software isn’t the solution you need most. Instead, you need a team of experts who use technology to give you evidence-based insights. Find out why leading international brands are choosing us. Let’s strategise for great customer experiences together – it all begins when you reach out to RSVP

 

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