The COVID-19 crisis is hitting consumers hard, and businesses are dealing with the fallout. Research published in the Harvard Business Review found that customer service calls have become significantly more difficult to handle in the past few weeks, both in terms of volume and subject matter.
In order to handle the consequences of the crisis effectively, your customer experience team needs the right tools at their disposal. CX is now handled through more channels than ever, and managing the recent influx of customer inquiries is only possible on usable, powerful platforms.
There are now more integrations than ever for your CX team, but it can be difficult to know which ones will be most effective. If you’re looking for software that can bring your CX team to the next level, try starting with these suggestions.
In today’s market, your customer service representatives need to be as prepared as possible when dealing with each and every client, as anything less is sure to inspire customer attrition. Contact center as a service — or CCaaS — software helps equip your CX team with the information they need regarding your customer base.
The best CCaaS platforms work as omnichannel contact centers, handling all inbound and outbound communication regarding your customer experience. By channeling calls through a central location, CCaaS makes it easy to handle high call volumes. Perhaps most crucial is the information delivery systems provided by CCaaS, which shows your customer service representatives all of the relevant facts and figures for a client before they even pick up the phone.
2. Project Management Software
While nearly all businesses have some kind of project management software in use, far fewer have fully integrated their customer experience team onto their platform. Many companies view customer experience as a moment-to-moment enterprise that doesn’t involve long-term vision in order to execute, but the value that project management adds can add to your customer experience team is immense.
CX teams need planning and strategy in order to function properly. If CX agents don’t have an overarching framework to operate under, then your business’s customer experience simply won’t improve. Project management software is a necessary step towards ensuring an upward trend for the experiences of your company’s customers.
3. Customer Relationship Management Platforms
Adopting a CRM platform may seem like a no-brainer for companies, but not all business leaders currently see it that way: some businesses still use informal methods of storing customer data such as emails and spreadsheets. Not only do antiquated strategies like these significantly decrease CRM efficiency, they can also put your customers’ data at a high risk of leakage.
Dozens of CRM platforms are available for your business to adopt, so be sure to choose one that can be easily integrated into whatever platforms your business currently uses. CX teams need a centralized location from which they can navigate numerous communication channels, and a CRM platform is one of the only ways to streamline and secure that process.
4. Marketing Software
It may sound strange at first — isn’t marketing software for marketers? While a marketing platform will likely not be your CX team’s most-used integration, it can still be one of the most valuable. Traditional silos between teams are being broken down every day, and CX teams can get more out of marketing tools than ever before.
Tried-and-true marketing methods such as custom email templates can now be utilized to provide a personalized customer experience without draining too much time from your time. Marketing platforms are, above all else, great at facilitating large-scale communications — one of the biggest aspects of modern CX. Allowing your CX team access to some of your marketers’ most effective tools can allow you to get more usability out of the software your business already uses.
5. Analytics Tools
Some businesses find it difficult or impossible to quantify the customer experience, analytics tools are a must for understanding how customers respond to your company’s CX. Without numbers to go off of, your CX team is flying blind, unable to know exactly how their efforts are being received.
Gear your analytics tools towards assessing the functionality of your current CX infrastructure — these figures will allow you to know what aspects need to be shifted and which can stay in place. Putting the customer experience into numbers is always difficult, so be sure to adopt an analytics platform that assesses your customers in a way you can understand. Giving your team access to these numbers can allow them to respond dynamically to your clientele, adapting to needs as they arise.
Your CX team is your business’s first line of defense in times of crisis, so it’s important to offer them as much support as possible. These integrations ensure that your team has everything they need to succeed, in both good times and bad.