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Top customer experience tools for improving business relations

Photo by Anthony Fomin on Unsplash

If you own a business, you should be familiar with the challenges of attracting and retaining clients. There are several reasons for low business patronage, but one stands out: poor customer service. You win hearts and turn people into loyal brand advocates by treating feedback, concerns, and suggestions with genuine care, respect, and consideration.

A recent study by The XM Institute shows that 86% of customers trust a brand that gives "very good" customer service. Also, 94% are "very likely" to come back for more, and 95% would recommend the company to others. That's a huge win for any business, and you can get there, too, by fixing your CX problems and making the customer experience the best it can be. So, what's the best way to make clients happier? One way to go is to use CX tools. But not every tool is the same. To reach your goals quickly and effectively, you need to know which tools can give you valuable information about how your clients feel. Workee experts put together a list of the best tools you can use to manage your clients' experience like a pro.

 What is customer experience?

Customer experience is a client's overall impression of a brand based on their interactions with that business. It's a combination of clients' perceptions of the products or services they've purchased and the quality of client service they've received. These interactions include browsing the company's website, financial transactions, the quality of client service offered, company culture, perks for employees, etc.

People determine if a company has a good clients experience by examining the following:

  1. The efficiency of communication.

  2. Ease of transactions.

  3. Response time and speed.

  4. The efficiency of a company's services and systems.

  5. The quality of the products or services.

A Deloitte State of the Consumer report further reiterates that the company's activities in society also form client experience opinions. These activities could include charity, community development projects, scholarships, and support for the green environment. People relate great Corporate Social Responsibility with good client experience. These personal interactions and feedback from society give the client an impression of whether a company or business values or appreciates its clients.

Response time is another important metric for the customer experience. In a user feedback survey by Hotjarare, people said they were frustrated when companies took too long to respond to their complaints or moved too slowly. Clients dissatisfied with a company are looking for a similar product or service from a different company with better user interaction. To keep this from happening in your business, you must learn how to keep clientele. One way to do this is to use solutions that improve the user experience. Knowing what tools provide feedback on the customer journey and how to use it can significantly affect how your business operates.

The function of a client experience software

One powerful tool for improving client experience is the client experience software. These programs help businesses analyze client behavior and preferences by gathering feedback and insights. With CX tools, you can better understand your client's needs, likes, and dislikes and use this data to recommend personalized solutions. So, if you want to stay ahead of the competition and keep your clients happy, investing in CX software and learning how to use it effectively is essential.

  • Clients' purchase behavior.

  • Heat maps on the company's website.

  • Client journey while on the company's website.

  • Cookie information.

  • Responses to forms and surveys, and

  • General interactions with the business.

Based on the data and information from a CX tool, a business can streamline its services and products to meet client needs and improve its client satisfaction.

There are five peculiar things that client experience software does for a business:

1. Data Analysis and Decisions.

2. Understanding clients' needs, preferences, and behavior.

3. Client Engagement

4. Client Relationship Management (CRM).

5. Audience Feedback and Market Surveys

Does the choice of client experience tool have a role to play in this?

Yes, it does.

Knowing what tool provides feedback on client satisfaction will help a business to achieve its client experience goals faster without spending too much.

Checklist for choosing cx tools

While shopping for a client experience tool, you should be careful and check for three critical things:

  1. Speed: improves client experience quickly

  2. Quality: produce efficient and reliable results, and

  3. Interoperability: integrate with other third-party solutions to get the work done

When should you offer your client a great experience?

Client experience doesn't happen by chance. It must be intentional, carefully planned, and strategically executed. As Saas founder May Habib stated, "Client experience isn't something you save for when you have that killer VP of Client Success." In other words, you shouldn't offer your clients a great experience only when your company is highly successful and retrieve it when it's not. Instead, you should give your clients a remarkable service, irrespective of your business's growth level.

The author remarked, "It (i.e., client experience) starts with the first beta client." This implies that a company must intentionally design a CX plan and implement it before releasing its first product.

Also, there should be no preferential treatment in offering client experience in the organization. Instead, respect and give quality service to everyone .

What are the best client experience tools?

The best tool assists brands in improving their client's satisfaction by performing dual functions. They serve as visitor feedback tools and relationship management (CRM) solutions. However, choosing the best CX software from the many options on the market today can be challenging.

  • Client Relationship Management (CRM) Platforms

CRM platforms are essential for brands looking to manage and track the thoughts and opinions of clients across multiple channels. These platforms allow companies to provide personalized experiences and increase purchaser interaction.

Tip: If you're looking for a robust and versatile CRM tool, try Workee. This excellent cloud-based business management suite contains many tools, including a smart CRM that can synchronize with your Google contacts to manage all your clients from one place. Get started for free. 

  • Client Feedback Tools

One of the essential features and benefits of a CX tool is that it helps collect and manage client feedback. Businesses may use this feedback to enhance client engagement and response rates. Also, client feedback tools recommend areas for improvement along the client journey with a company. These tools give businesses insights into buyer interaction, loyalty, preferences, choices, and needs.

  • Client Feedback Surveys

This tool gathers client feedback about their experience with a product or service. Surveys can be sent through email, social media, or embedded on a website. Typically a survey is sent after a client purchases or visits your business platform.

  • Knowledge base software

This tool provides a centralized location for clients to access self-service support and answers to frequently asked questions. While many brands may not take having a knowledge base portal seriously, clients take businesses with such resources seriously.

  • Live chat software

A live chat tool has become indispensable in this era. According to reports, almost 80% of businesses implementing a live chat recorded increased patronage and client loyalty. A live chat enables clients to chat with support representatives via a website or mobile application in real time. It also provides a quick and convenient way for clients to seek assistance.

 Seven client experience tools: pros and Cons

Some CX tools may be more suitable for small businesses, while others are better suited for large enterprises and companies. It's also essential to consider cost, ease of use, and compatibility with other equipment.

Below are seven software client experience programs, including their pros and cons.

1. Salesforce

Salesforce is a cloud-based client relationship management (CRM) platform that offers a wide range of features such as sales, marketing, client service automation, analytics, and social media management. It also offers client experience management tools that allow businesses to deliver personalized experiences to their clients.

Pros:

  • Comprehensive CRM platform

  • Customizable to fit the needs of various industries

  • Offers a wide range of features and integrations

Cons:

  • Expensive

  • Steep learning curve

  • Requires technical expertise to set up and maintain

2. Zendesk

Zendesk is a cloud-based client support platform that offers ticketing, chat, and messaging tools. It also offers self-service, community building, and client feedback management features.

Pros:

  • Easy to use

  • Customizable

  • Offers a wide range of integrations

Cons:

  • Limited features for sales and marketing

  • Pricing can be expensive for smaller businesses

  • Client support can be slow at times

3. HubSpot

HubSpot is an all-in-one marketing, sales, and client service platform that offers features such as CRM, marketing automation, and client feedback management. It also offers tools for social media management and website optimization.

Pros:

  • Comprehensive platform

  • Client-friendly interface

  • Offers a free plan for basic features

Cons:

  • Limited customization options

  • Pricing can be expensive for advanced features

  • It can be overwhelming for new clients

4. Freshdesk

Freshdesk is a cloud-based client support platform that offers offering chat and messaging features. It also offers a self-service portal, community-building tools, and client feedback management.

Pros:

  • Client-friendly interface

  • Affordable pricing options

  • Offers a wide range of integrations

Cons:

  • Limited features for sales and marketing

  • Limited customization options

  • It can be slow at times

5. Qualtrics

Qualtrics is a cloud-based client feedback management platform that offers features such as survey creation, data analysis, and feedback management. It also offers features for market research and employee experience management.

Pros:

  • Advanced analytics capabilities

  • Customizable surveys

  • Offers a wide range of integrations

Cons:

  • Expensive

  • Steep learning curve

  • Limited features for client support

6. Medallia

Medallia is a cloud-based client feedback management platform that offers features such as survey creation, data analysis, and feedback management. It also offers features for client journey mapping and employee experience management.

Pros:

  • Advanced analytics capabilities

  • Customizable surveys

  • Offers a wide range of integrations

Cons:

  • Expensive

  • Limited features for client support

7. Adobe Experience Cloud

Adobe Experience Cloud is a cloud-based platform offering marketing, analytics, and client experience management features. It also offers tools for content management, personalization, and commerce.

Pros:

  • Comprehensive platform

  • Customizable to fit the needs of various industries

  • Offers a wide range of features and integrations

Cons:

  • Expensive

  • Requires technical expertise to set up and maintain

Conclusion

Companies can improve their service or products and satisfy clients' desires and demands when they make more money. By enhancing the experience of their clients, businesses can generate more income. Clients who are satisfied or happy with a company will patronize that company or industry. So, deploying a client experience tool in business helps everyone to win. I hope you deploy these in your business soon.

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