Good Customer experience matters 

With 69% of American consumers switching brands after just one bad customer service experience in the last 12 months, there is simply no room for mistakes in your customer service strategy. So whether you're just getting started, or looking to upgrade your strategy, here's your complete guide to customer experience.

The importance of good customer experience in a time of crisis

Due to the chaos and uncertainty caused by the COVID-19 pandemic, your business has to undergo a lot of process changes. With your customers shifting to online channels, it goes without saying that you need to invest in providing the most optimal service experiences. Right from the time customers land on your website, to how they access your FAQs, to how easy you make it for them to get in touch with a support agent, you should implement good CX practices at every touchpoint. To help you and your team implement the best CX strategy for your customer base, we've put together a consolidated list of resources. They cover everything from identifying customer pain points, implementing cost-friendly CX practices, using data to identify bottlenecks with your existing processes, and much more.

Resources to get started

Customer experience 101

This comprehensive guide covers all the essentials of customer experience. Along with detailed information on its significance and evolution over the years, it also presents interesting CX tips and tricks that you can incorporate right away. The broad themes covered in this guide are:

  • The definition, significance and importance of good CX
  • Devising your very own CX strategy
  • The future of CX and how it will evolve
CX 101 CX 101

4 ways to identify painpoints and improve CX

What are the common problems customers face whenever they require help from your business? How can you make their service experiences smoother? This article answers the above questions and takes a look at:

  • The different types of pain points in a user's journey
  • How surveys and reviews can be leveraged to identify bottlenecks in CX
  • How your sales team can help you improve CX proactively
CX painpoints CX painpoints

Creating cost-friendly customer experiences

Like every other business process, you cannot afford to excessively spend too much money on customer service. In this article, we look at some important cost-effective customer experience strategies such as:

  • Making data-backed decisions to cut down on needless spending
  • Trying new cost-effective self-service approaches
  • Encouraging your team to try online certification courses
Cost-friendly CX Cost-friendly CX

Resources to identify areas of improvement

Creating customer journey maps to improve CX

A customer journey map is a visualization of all the stages a user goes through during their experience with your company, and this journey is different for different types of users. Find out how you can use journey maps to:

  • Identify gaps and drop-off points
  • Find ways to incorporate personalization
  • Eliminate disconnects between teams
Journey map upskill Journey map upskill

How to quantify customer experience

To measure the impact of your customer experience strategy, you need to always stay on top of some critical KPIs. Find out what are the metrics you need to monitor to make meaningful improvements to your CX strategy:

  • Net promoter score
  • CSAT percentage
  • Customer effort score, and more
Quantifying customer experiences Quantifying customer experiences

Webinar: Aligning sales and support for better CX

Both sales and support teams have a common goal - keeping customers happy. Therefore, it goes without saying that these two teams need to combine forces with the common objective of delivering stellar customer experiences. In this webinar, we'll discuss how these two teams can work together to:

  • Understand customer painpoints better
  • Close feedback loops more effectively
  • Use tools that allow the transfer of information between the two functions seamlessly
Sales and support teams Sales and support teams

Resources to help you scale

Combining AI and data to deliver great CX

This article covers some impactful ways in which AI can use data to improve the overall customer experience. From offering persoanlized approaches, to automating redundant tasks, a bunch of impactful changes can be brought about with AI on board. Here's an overview of what is covered in this resource:

  • How AI helps you meet customer expectations better
  • How virtual assistants can help your team focus on the more complex problems
  • Stats and insights on the impact of incorporating AI
AI and CX AI and CX

Creating an omnichannel customer experience

Customers today do not wait for hours to speak to support agents over the phone. They expect immediate action. That's why it's important to provide an omnichannel experience where customers can reach out to you on a channel of their choice. This article discusses the best practices of omnichannel CX such as:

  • Uniting all channels with a singular vision
  • Developing a clear brand image and user experience throughout
  • Picking the right omnichannel tool
Omnichannel CX Omnichannel CX