Customer Experience AUTOMATION

1. Get to Know the Customers Individually

To even begin correspondence with customers, brands must know who they are and what they want. Customer experience automation can help companies understand individual customers from every angle with a full view of their contact data, preferences, and communications history. Ad-hoc changes can be made to all of this information in real-time; customers can either make adjustments through an automated system or on the phone with company representatives. Knowing the audience helps brands craft the perfect messages, serving a wide range of individuals.

2. Engage Customers with Automation

Use automation to spark customer engagement at the ideal time in the customer journey. The customer communications management capability in Ecrion’s CXA solution allows companies to trigger accurate communications on time, as frequently as the customer prefers, and by any desired medium: the information they want, how they want it, in the format the customer prefers.

3. Make Documents Memorable

Many companies interact with their customers almost exclusively using documents, and this interaction happens monthly at most. The customer has a chance to learn about a company from those documents, but this opportunity to interact with customers so often this is spoiled by misprints/typos, bland imagery, or non-essential information. With Ecrion’s customer experience automation software, human error is eliminated, brand images and videos are seamlessly integrated into communications, which can be delivered in a wide range of formats including interactive documents.

4. Leverage Documents to Learn about Customers

Documents are also an opportunity for businesses to learn about their customers. It’s helpful when this process is a two-way street when a business can create channels for feedback. Moreover, elements in documents such as charts and tables can provide information about the customer’s individual needs and preferences via customer analytics. Documents become touchpoints, critical as any transaction, both starting and perpetuating the customer journey.

5. Use CXA to Empower Marketing Campaigns

Customer communication is a cycle that begins and ends with marketing. This final layer exists to close the loop and start it all over. The Customer Engagement Management capability in Ecrion’s solution gives businesses the option of ongoing correspondence with dynamic ads tailored to their preferences and history. Upselling and cross-selling, or at least an acknowledgment of what a customer might need in the future, is vital to prolonging Customer Lifetime Value. In the end, this takes brand awareness to new heights, and it bolsters revenue.

6. Save Time in Call Centers

Information processing in call centers drains businesses on two fronts: separate solutions in legacy systems could add steps to a customer service agent’s data input process, accumulating extra, unnecessary labor hours (not to mention the hassle that comes with jumping back and forth between solutions, and more error-prone data as consequence), leading to the most urgent issue of all: customer dissatisfaction with wait times and impersonal communication. This translates into a subpar experience. CXA software is a game-changer. It allows CS agents to perform operations much faster, with a much more responsive solution (because it’s a single platform). It all funnels toward a positive customer experience because the data is more personal and the agents are more available.

7. Deliver Self-Service

Customer experience automation saves time and money in the same swing. Customer service operations are streamlined not by more people, but by better technology. The same can be done for the direct, on-demand customer experience, allowing customers to bypass the call-center altogether. This not only saves businesses the cost of hiring extra Agents but also serves the customer’s need for autonomy and instant response. Many customers today prefer their independence, so businesses are empowering them with options to avoid phone wait times altogether. The tools in a CCM solution provide an interface for your staff as well as for customers to change their information and preferences. For example, if a customer has a change of address, they can input it immediately. If they prefer to be contacted by a different channel, CCM allows them to self-select that as well.

8. Standardization and Compliance Made Easy

Customer experience automation is not just about giving customers the luxury of accurate and appealing communications. The synergy between CXA systems and communications is vital to legal compliance. Amongst the various compliance regulations across industries, best known is the mandatory unsubscribe feature in email campaigns. Along with preference information, profiles relay the customer’s willingness to engage further with the company at a given time. The status can be changed instantly and applied to document distribution projects, with no lag, protecting the company from time-intensive, and potentially costly, legal, and compliance satisfaction requirements.

9. Effortlessly Respect Customer Preferences

With traditional legacy systems, there is always a need to bridge customer preferences from the CRM to the templates, because otherwise, the distribution mechanism stands alone. Ecrion’s customer experience automation software delivers all of the tools in a single solution. This way, the distribution of documents is tied to customer information, so profiles can dictate template styles, delivery format, and other variables to meet individual customer needs. How do they want their documents delivered? When are they most likely to view them? What information is most useful? The answers to these can be easily inferred from customer profiles, which are only effectively populated with CRM integration.