5 Best Tools to Create a Great Customer Experience in 2021

Introduction

Forrester's Customer Experience Index identified that the top 20% of companies with the best customer experiences had higher stock growth and total returns.

With that in thought, let's take a minute to think about the best customer experience you have ever had. What made it the best? 

Was it the personalized messages? Was it the friendliness of the staff? Was it instant replies from the AI? Was it the instant resolution of your issue? 

About a year or two ago, any of these points would have made your experience the best. Today, however, customers demand more. That is why businesses are demanding a system that combines all these disparate elements to create the perfect customer experience management software.

What is customer experience management?

Customer experience management systems outline a customer's journey. It defines how a company or an organization will initiate a conversation with the customer, engage them with the brand, and react to their inquiries or queries at different points of their journey to increase customer satisfaction and drive brand loyalty. 

Why is customer experience management important?  

Do you know that research shows that 94% of marketing professionals agree that customer engagement and conversion rates are higher for businesses that have invested in building comprehensive customer experiences?

Businesses that manage customer experiences keep their customers engaged and satisfied before, during, and after business with them. This helps the marketing teams close deals faster by quickly grasping the nature of any upcoming issues and rectifying it. These customized and automated plans also prevent the customers from churning away after buying a product by providing them essential updates or critical information.

A customer experience management system contains tools to manage a customer journey. Each point of customer contact informs marketing, sales, customer service, and even your engineering teams about a customer's demands that will help you increase the customer's lifetime value. Tools integrated into your customer management software can make all the difference. 

How to create a great customer experience with these five tools?

CRM

Customer Relationship Management software is now the biggest software market globally and is expected to reach more than $80 billion in revenues by 2025. A CRM allows companies with the ability to access critical customer data in real-time. Businesses also use CRMs to record interactions with customers to identify pain points and send reminders about upcoming meetings,  

Automated Help Desk

Do you know that according to SDI (Service Desk Institute), 79% of customers rated the average speed to answer as the most important metric? Automating your help desk can help businesses optimize their customers' experience by answering their customers faster by automating ticket distribution. It will also help your marketing team streamline their operations and prevent inquiries from slipping through the cracks.

Live Chat

82% of customers use a mobile device when they need help to make a purchase. Businesses that understand this fact enable live chat on their applications to connect customers with their service representatives. A Live Chat gives a business one more point of contact with a customer, helps a business provide the information a customer is looking for and helps businesses quickly close the deal.  

AI-Based Ticketing System

90% of businesses have said that intelligent ticketing systems are among the most fundamental elements of constructive customer experience. The AI in these automated systems helps support or marketing representatives create a ticket whenever a customer reaches out to a business. Businesses can then use this data to refer to old tickets when the customer contacts the customer representatives again to provide a personalized experience and use them if and when they become relevant during a future inquiry.

Social Media AI

The CAGR (compound annual growth rate) of AI in social media is 28.3% and is expected to reach 2.2 Billion by 2023. One of the reasons behind this is that businesses are courting a target audience of individuals of 25 or less. Recent research shows that consumers under 25 prefer to use social media to communicate with a business over any other channel. Businesses understand that as their target audience will grow in age, they will continue their interactions with them on their preferred social media channels.