What are the Top 5 Customer Experience Assurance Tools to be Used by Businesses?

The success of a brand in the market ultimately depends on the quality of customer experience assurance it provides. Companies from around the world looking to improve their competitiveness and market value consider customer experience, or CX, as the preeminent metric. A good CX can be achieved by streamlining the end-to-end processes and delivering value at various touchpoints along the customer’s journey. The first step in this pursuit is creating a customer-oriented mindset by the stakeholders, especially the employees. This ought to be applied at every touchpoint, be it in-store, online browsing and/or buying or interacting with customer support. Today, brands that offer a great customer experience to their users end up scoring financial success.

According to review42.com, the global spend on customer experience in 2022 is likely to touch $640 billion. In fact, 74% of customers are likely to switch brands if the navigation and purchasing process is overly complicated. Furthermore, 32% of customers will stop interacting with their favorite brand after a single negative customer experience. Hence, with so much at stake for companies vis-a-vis customer experience, they are leaving no stone unturned to prioritize it. This is done by conducting customer sentiment analysis to understand what customers think about the brand and its advocacy. This is done by using a host of customer experience assurance tools. These tools help businesses garner feedback, connect with their customers at an emotional level, and offer a great onboarding experience.

Top 5 customer experience assurance tools for business enterprises

The criteria to be considered for delivering the best customer experience include the user interface, usability, brand value, and integrations with other software tools. Also, the vital features to consider for real-user monitoring include defining the targeted customer, understanding, and mapping his or her journey, and defining the customer experience management (CXM) goals. The top 5 CXM tools capable of achieving the above are as follows:

1. Qualtrics: This user experience monitoring tool has features that allow businesses to better understand customers and their requirements. It provides real-time feedback from customers and the ability to interact with them, leading to better customer loyalty. The tool gives specific customer experience insights into an account to help businesses understand the health of the account. This can come in handy to prioritize support for the account and extend outreach. With predictive AI, the tool can help businesses understand stakeholders’ sentiments and their likelihood of renewing purchases.
2. Survey Sparrow: This NPS tool makes employee engagement and customer monitoring an easy affair using a fluent feedback solicitation process. Its omnichannel approach facilitates businesses to turn customers into promoters. The Survey Sparrow tool allows businesses to automate their feedback loop and obtain customer responses instantly. The omnichannel approach allows them to connect with their target audiences using any medium. These may include email, SMS, websites, mobile apps, or QR codes. The tool allows businesses to raise tickets and address customers’ feedback efficiently. Besides, it can be integrated with HubSpot, Salesforce, Zendesk, MailChimp, Freshdesk, and PowerBI.

3. Zendesk Sunshine: This AI-powered flexible and open customer sentiment analysis tool allows businesses to deliver a superior CX. It has a range of customer experience management features. These include reporting and analytics, messaging, a single customer view, and seamless integration with other tools. The tools offer great personalized conversational experiences and can be easily integrated with a range of business systems. It allows the customer support team to understand customer data and get information on loyalty status, order history, and web activity, among others, across digital touchpoints.

1. Client Success: As one of the most effective customer experience assurance tools, Client Success helps businesses improve their customer retention rates. It offers solutions for adopting, onboarding, and renewing customers as well as expanding the customer base. It allows businesses insight into the customer journey through customer experience maps. The tool provides context around why potential or existing customers engage with a brand and what they are thinking while doing so.
2. Gainsight: This customer experience software helps businesses determine the optimal way to enhance the customer experience. It does so by combining customer journey maps, feedback surveys, and other analytics. The tools’ Natural Language Processing function helps define issues that are important from the customers’ perspective. By centralizing the CX data, the tool allows businesses to identify trends and enhance customer data.

Conclusion

In a day and age of intense competition, businesses need to leverage the benefits offered by customer experience assurance tools. These include the ability to improve customers’ journey, offer quick and consistent customer support, delight customers, and increase customer loyalty and retention.

Article Source: Medium

Stark is a software Tech enthusiastic & works at Cigniti Technologies. I'm having a great understanding of today's software testing quality that yields strong results