Learn the following tools to improve customer experience and how to use them perfectly

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Customer experience has become increasingly important given the rise of digital transactions and the need to turn service into a differentiating factor that increases a brand's competitiveness.

Therefore, you cannot miss the recommendations we have to help you find a solution that guarantees the satisfaction of your consumers and a lasting positive experience.

What is a customer experience tool?
A customer experience tool consists primarily of software systems and fusion database applications developed to help master the key elements that form part of the customer journey with a brand.

These tools enable you to understand, evaluate and automate the workflow within an organization to respond to customer requests and comments, as well as collect, organize and make sense of all consumer data, thereby facilitating customer acquisition and sales growth.

Some of the key tasks that customer experience management tools perform are:

project and task management.
tracking visitors on websites .
management of queries, compliments, complaints and suggestions.
capturing the voice of the customer.
tracking key Customer Experience metrics and performance indicators.
Importance of tools to improve customer experience
Customer experience (CX) tools provide easy and effective ways to help you deliver and maintain a great experience for your customers.

A great customer experience is the way to convert more potential customers into new customers and, more importantly, to retain current customers , who often represent the most profitable source of revenue for a brand.

Therefore, having a tool that helps improve the customer experience represents the most effective way to ensure loyalty and the return of new customers.

You may also be interested in: Tips to improve customer experience

5 tools to improve customer experience
Below we will present some tools to improve customer experience that you can begin to implement in your company, regardless of your industry or scale:


1. Social listening tools
Social listening tools help you monitor what customers are saying about a company, from the brand name to mentions by public figures to your leadership team and customer feedback about what they think or do with your products.

Common social listening tools include Hubspot, Hootsuite, and Sprout Social, which can also help you monitor competitor keywords and common search terms that you can leverage to improve your market positioning.

This way, you can follow social media conversations around topics related to your market, pay attention to trends and address problems before they become big challenges, as well as reward loyal and vocal customers before they even ask you to.

2. Mobile application of your brand
Mobile apps can reach consumers in real-time and increase engagement with your brand, so you may want to consider developing a free mobile app for your connected customers.

Keep in mind that 4 out of 5 consumers use smartphones to make purchases and 50% of mobile users prefer to use a customer service app to resolve their issue before jumping on the phone.

Serving customers through an optimized mobile app can provide a quick and easy shopping and resolution experience. The advantage is that mobile apps keep your business or brand practically in the customer’s pocket.

3. Customer experience management software
Customer experience management software helps you gather insights to identify opportunities and deliver exceptional customer experiences across multiple channels, both in-person and digital, all in real time.

Unlike other tools, these types of systems include various functionalities designed specifically to improve the customer experience, such as:

Mapping the customer journey in detail.
Application of satisfaction surveys and various other types of surveys at different points of contact through various platforms.
Automated workflows within the organization.
Feedback system between clients and team members to close tickers effectively.
Customer sentiment analysis.
Measuring the Net Promoter Score .
Real-time results dashboard.
Periodic reports.
4. CRM
Customer Relationship Manager (CRM) is another tool for improving customer experience. It is a software solution that centralizes and makes accessible to any member of the organization the monitoring of individual relationships with customers.

CRM involves using technology to organize, automate, and synchronize business processes, primarily sales activities, but also marketing, customer service, and technical support. Any business can and should have a CRM system.

A CRM system can be any type of tracking system that can be accessed by everyone who interacts with the customer, from an Excel or Google spreadsheet that the entire team can access and update, to a contracted platform that helps improve the customer experience.

5. Virtual communities
Virtual communities are a great tool for improving the customer experience in an innovative way, as they allow customers to interact with other customers, give their direct opinion on products and share their passion for your product or brand.

Maintaining an online community for your brand is a great opportunity to constantly monitor customer feedback and improve the brand experience. Keep in mind that 25% of people decide to engage with brands because they want to join the brand's fan community.

If you want to create an online community, you can do so using social media or through a platform that helps you manage your own page and take advantage of all kinds of features, such as surveys, discussion forums and dynamics with rewards.


How to choose the best tool to improve customer experience?
At this point you are probably wondering how you can choose the best tools to improve the customer experience, so now we will present the steps you can follow to find the best solution for you:

Understand your business needs
A good starting point is to ask yourself who your customers are, what they buy, what steps they take to buy your products, and what steps your company takes to sell.

It is also important to have clearly defined sales objectives for your company and how much you are willing to invest to achieve them.

Evaluate the current situation of your customer service
The next step should be to evaluate whether the current state of customer service is helping or hurting your business, as well as understanding the different ways in which your customers come into contact with your brand and what level of experience they have at each of the touchpoints .

Before purchasing a tool, you need to be able to plan a program that integrates all of your customer service processes and how you can improve them to focus more on the customer, what the new rules will be for dealing with customers, and how the effectiveness of the program will be measured.

Check out the features of the tool
If you already know what you need, it's time to look at different options on the market and evaluate how each one can help you have better visibility of your customers, better engage with them , help your team members collaborate better with each other, and how the solution allows you to achieve an omnichannel customer experience.

At this point you can consult the comments of other clients who have used the tool, success stories and comparisons made by third parties that can provide you with specific information about the benefits of the tool, as well as the disadvantages and challenges you will have to face during and after its implementation.

Try the tool before investing
If it's a customer experience tool that requires an investment, try to get a trial or demo from the vendor where you can answer the following questions:

How does the solution help me maintain consistent standards by giving me the ability to automate my company's customer service activities?
How does the solution allow me to manage my customers' comments and complaints?
How easy is it to implement and how profitable is it in the short, medium and long term?
Will I need one or more solutions to manage different aspects of the customer experience?
Conclusion
Ensuring a satisfactory customer experience is a task that requires constant work, so it is essential to integrate and test various tools that help you do it in an organized, collaborative and results-focused way.

While you can start by using free tools such as PowerPoint presentations and Excel spreadsheets to break down all of your organization's customer experience processes, it is important that you can keep up to date with the use of new technologies and platforms to find a cost-effective option that helps you achieve the goals you seek more easily and immediately.