The advent of the digital revolution, and the subsequent mobile and SaaS revolutions have opened the doors to many business sciences being far more fleshed out and defined than they ever could be before. This is in part due to the advanced digital mapping and record keeping that is now possible, and also the analytic s capture and calculation power available in the modern information age. As a result, not only has the customer experience science come a long way in a short time, but the availability of intuitive customer experience solutions for mapping, measuring and modeling these experiences have come just as far.
It’s easy, though, to just assume that all customer experience solutions are the competitive intelligence and business intelligence suites out there. Oh, those are tremendously useful, especially for the marketing and customer satisfaction aspects of experience, but that’s thinking too narrowly. Again, let me state that I’m not suggesting not using them. Please, use these!
However, consider adding to your repertoire some other useful tools that can allow for yet better customer experience, if in somewhat indirect ways.
#1 – WalkMe
Yeah, the chance that you’ve not heard of WalkMe by now are pretty slim, but just in case … WalkMe was created as a tutorial creation system, and a unique one at that. Rather than just allowing the creation of documents, or recording educational videos, it tries a more modern approach.
WalkMe is scripted with a simple point and click interface, and then it integrates into web forms. Once this is done, it follows the logic given, and senses user activity, conditions and patterns by watching the state of web form elements and browser conditions. It responds interactively via this, prompting users, highlighting, changing the values of and locking different form elements.
The result is a step by step automated guidance system that can safely (and in a foolproof way) guide users through complex processes, kind of like having a personal tutor talking you through tasks.
This system can serve amazingly well for self service in customer service, ecommerce and even as a better substitute for dynamic FAQ systems when the user is doing research after need creation.
#2 – LivePerson
I can’t really give quite as long-winded a speech about LivePerson as WalkMe, but that’s not to LivePerson’s detriment. It’s an excellent solution for the purpose it serves, which is a live chat system.
The idea here is to take some of the work load off of call centers (thus boosting convenience for those who choose this channel), allowing people to talk in text form with agents in customer relations and customer service.
It integrates with SMS, external messaging systems, email and help desks to create a solid platform for customer service, and another good contact medium for post-need-creation research inquiries as well!
#3 – Axonify
Axonify is a little less obvious as a customer experience tool, but in its way, it is. Axonify is an eLearning system, but it’s not quite the same as the other LMS solutions out there (like Moodle or Blackboard). Being a corporate-scaled system, it’s a bit less open-ended, but it integrates a level of support and quality that others can’t match.
This comes at a price, of course.
Axonify is a great way to train your agents and marketing people, or for creating learning materials and informative outlets for teaching your users how to use a product, service or to also help that research phase.
So, these are some less “conventional” customer experience solutions that you ought to consider. They’ll give you that edge over competition that you couldn’t get otherwise.