Customer Experience AUTOMATION

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Customer Engagement – One Customer at a Time

Proactive Management of the Customer Experience

Consumers today willingly pay a 16% premium for a better experience with their providers. On the flip side, they are quick to switch brands after an inferior one: A recent study determined that 32% of customers would leave a brand they love after a single bad interaction. For this reason, most companies feel it is imperative to proactively manage their customers’ experience to achieve long-term success. Customer-centric companies undertake vast projects to map their customer journeys, identify the desired future-state, and changes they need to make. The challenge lies in execution.

With thousands or even millions of customers flowing through complicated journey maps, organizations struggle to understand where their customers are in their individual journeys, where they encounter friction, and how the company can improve processes.

In an effort to achieve true customer engagement, enterprises struggle to provide personalized communications at scale, taking into account each individual’s preferences such as language, communication channel, and time of day, among others. They seek to deploy digital experiences that differentiate them from their competitors, engage their audience, and enable self-service—all optimized for any device their customers might use.

Customer Experience Automation software by Ecrion enable enterprises large and small, across a broad range of industries, to map their customer journeys, monitor and proactively manage their customers’ experiences, and interact with their customers in a way that builds true engagement and long-lasting loyalty.

What is Customer Experience Automation -Infographic Cover
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Customer Experience Automation Capabilities

That Monkey Stole My Phone!

CX Automation Isn’t Monkey Business.

The Case of a Single Customer Experience Platform

“Software providers offer similar form-to-document functionality under all four monikers: Customer Experience Management (CXM), Digital Experience Platform (DXP), Customer Communication Management (CCM), and Document Automation (DA). A truly effective solution would enable an enterprise to pick the components they need from all four buckets, knowing they work seamlessly together in a single customer experience platform. At Ecrion, we call that Customer Experience Automation.

Find out our CRO’s full perspective in this article

Customer Experience Automation Across Industries

Customers expect a rich experience that is tailored to their individual needs every single time they interact with a company and don’t want to settle for less. Bad experiences not only make customers to leave but they are also more likely to share them publicly. There are standard expectations that customers have from any business, but for industries that involve more client interactions, they are even higher. The quality of the experience that these companies provide defines their success. CX automation applied to industry demands enables a superior experience that is often the main differentiator within the very competitive markets.
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Benefits of Using Ecrion’s Customer Experience Automation Software

The goal of customer experience automation tools is to offer an all-in-one solution, as flexible and agile as possible, enough so that businesses no longer need to create a new block of code to connect their CRM system with document templates. With Ecrion’s CXA software, this can all be done in-house or with the help of a third party. One instance takes more time, the other costs more money, and using Ecrion’s platform saves on both. Companies can always be up to date with customer information, delivering the appropriate document types, by the right channels, accompanied by the marketing pieces that are most relevant to the targets. Find out the many benefits of using Ecrion’s solution:

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.

Ecrion Enables Stronger Customer Connections

Organizations worldwide leverage customer experience automation software by Ecrion to enhance their customer engagement, reduce operating costs, and take control of their customer experience processes. Thousands of companies across a broad range of industries ensure compliance with corporate branding and legal standards while establishing genuine connections with their customers—one at a time.

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Learn why some of the world’s most forward-thinking companies trust Ecrion for their customer communication and engagement needs!

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