Customer experience is defined as the perception a group of users or consumers have about a particular company or brand. It is the culmination of all the interactions a customer has with your business, from visiting your website to listening to a recording to interacting with your social media accounts. Each one of these aspects helps a customer to paints a picture of what exactly your business is and does. At the very core, your customer experience depends on your platform, which will ultimately decide whether an experience is good or bad. In this article, I will explain what a customer experience platform is, why any modern business should have one and then I’ll highlight some good experience platform tools and software.
A CX platform is software that allows a business to piece together the type of experience they hope a user will encounter online. What does this mean exactly? Basically, it is a company’s online portal that houses information and resources about what that particular business and the services that they offer. Now, you might be thinking “Isn’t that just a company’s website?” For some, yes it is but nowadays a lot of businesses also have accompanying mobile applications and for ride-sharing, companies such as Uber or Lyft, their mobile application IS their main experience platform.
A customer experience platform is comprised of several core aspects; Survey engine, CX dashboards, Customer response, Integration, and Analytics. A survey engine helps track valuable customer feedback. CX dashboards provide a single view of what’s happening depending on who is using the platform. A customer response system makes it easy to relay the requested information back to the customer. In 2020, your platform needs to be able to integrate with other tools or you’ll be forced to reinvent the wheel. Lastly, collecting and reviewing analytics is crucial to making sure your business practice is fielding positive results.
In the world of business, businesses constantly fight among one another for the attention and patronage of the public. A bad CX platform can lead to the following scenarios:
Whereas a good CX platform can avoid those problems as well as providing:
Be it retail, telecommunications, fast food or even car rentals, your goal as a business is to have your information is readily available and easy to access for the end-user. In layman’s terms, quick and easy is the name of the game and your customer experience platform should reflect that while being visually pleasing and technologically secure at the same time.
There are tons of different platform software out there such as:
It all depends on how big your company is and how big your target audience is as well. But here at Anant, our preferred software platform is Sitecore. If you wish to learn more about Sitecore, check out this blog post by our CTO, Eric Ramseur.
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