Customers are becoming more demanding in what type of communications they receive and how these are delivered. Also, these individual preferences tend to change quickly. In today’s market in which the customer experience is paramount, flexibility and agility are must-haves for companies eager to succeed.
According to Gartner (2), one important key to successfully competing with peers in terms of customer experience, is good customer experience management (CEM). Implementing a CEM platform provides you with the means to manage individualized communication and improve the creation, delivery and tracking of outgoing communication across all channels. Furthermore, it takes your CX management to another level on three important aspects: design, communication, and analysis.
A customer experience management platform allows business users to immediately make changes to templates within a user-friendly design environment, using features like a WYSIWYG designer, reusable objects and multilingual support. As no programming skills are required long waits on IT become a thing of the past while the deployment time to market is heavily reduced. Another important feature is the ability to proof communications and test how they look with actual data before deployment.
From data acceptance to message generation and delivery, a customer experience management platform enables you to adapt everything to fit different scenarios. Conditions can be set and triggered to provide the delivery outcome needed. Fully automatic. This reduces the need for manual input that could result in human error. Since all output systems have been consolidated with one central CEM platform, training is simplified, costs are reduced, and there is less need for additional staff.
A CEM platform also enables easy editing to provide personalized communications tailored to the individual customer expectations. Every delivery channel such as print, web, email, SMS, is supported either directly or through integration and can be easily added. Deliver what your clients wants, how they want it and build a far better customer experience and long-lasting customer relationships.
Studies (1) have shown that 78% of customers will cease a transaction if they feel there is a poor customer service. While 80% of the companies surveyed thought they were delivering superior customer service, only 8% of their customers thought the same. A customer experience management platform displays all relevant data and provides a true 360-degree view of customer communications over all channels in a central dashboard, allowing you to identify customer behavior before it’s too late.
By analyzing which are the most productive channels and removing irrelevant communications, you can adapt to customer wishes, delivering relevant, personal, and interactive communications that engage the customer and provide a quality customer experience.
Another important feature of a CEM system is how flexible and extensible it can be. Integration with document management, CRM, marketing automation and other systems through APIs and web services expand the reach of a customer experience management platform. Also, the reduced overhead, lower maintenance, and efficiency in workload from using CEM result in cost savings and more productive employees.
Scriptura Engage is a flexible CEM platform that allows you to tailor your communications to the specific needs of your customer. With the ability to integrate physical and digital channels, you deliver personalized, engaging communications to your customers with reduced overhead, less effort, and
lowered costs. You and your staff are happy, and more importantly, your customers are happy. If you want to know more about how Scriptura Engage can help your organization become more agile, contact us now at www.scripturaengage.com.
1. Sorofman, J. (2014, October 23). Gartner Surveys Confirm Customer Experience Is the New Battlefield [Blog post]. Retrieved September 3, 2018, from http://blogs.gartner.com/jake-sorofman/gartner-surveys-confirm-customer-experience-new-battlefield/
2. 75 Customer Service Facts, Quotes & Statistics. (n.d.). Retrieved September 3, 2018, from https://www.helpscout.net/75-customer-service-facts-quotes-statistics/