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The beauty of customer experience automation

Posted by Perceptive Insights Team - 13 August, 2019

The beauty of customer experience automation

It's no secret that improving your customer experience is key to business growth. Enhancing the experience your customers have with your business means customers are more likely to return and recommend you to others, which in turn boosts your sales and revenue. 

However, where businesses sometimes come unstuck is in the processes and technology they use to provide said experiences. 

Most business processes are digital these days, and if they’re not already they will be soon. In many instances, automated systems are in place to remove the simple, repetitive tasks from employees workload  such as email marketing, payment transactions—and, you guessed it, customer experience management. Managing your customer experience is one thing, but making sure the platform you do it on is as flexible and automated as possible helps your business save both time and money. 


Related content: Fuelling the CX Flywheel: the secret to sustainable growth


Here's why customer experience automation works.


1. Less resource needed

Managing your customer experience can be time-consuming and require additional resource—unless you use an automated system that deploys surveys automatically.

Automating manual processes can help alleviate the pressures on resource across the business. This goes for any manual work that has an online counterpart today; customer call centre systems, CRM solutions, and customer experience management solutions including customer satisfaction surveys.

This will help save time as well as resource expenditure.


Related content: 6 ways automation will transform your customer experience management


2. Improves productivity and efficiencies

Automated processes are easier to manage and operate faster than their manual equivalents.

Efficiencies in terms of time are crucial as the process of managing customer experience becomes easier and less stressful. In previous years, working in multiple spreadsheets managed by various people, for example, often made life confusing and frustrating.

Instead, employing an online, central solution accessible by relevant stakeholders enables you to get on with running your business while the system is working hard for you.


3. Dynamic solution to fit your needs

Having access to a dynamic platform to analyse data is useful as you leverage technology to access only the information you actually need.

Having access to an advanced online reporting tool can pre-analyse the data and make it simple to interpret results from a high level down to granular level. This can be done to your own preferences, such as analysing certain long periods of time and/or daily.

Through automatically analysing data, you can get a tangible measurement, through which you can uncover themes in specific areas by using filters and word clouds. For example, by using the Net Promoter Score, you can get themes that segment customers into your Promoters, Neutrals, Detractors and compare themes by sentiment. If you’re measuring employee engagement you can easily set and measure staff KPIs using (NPS).


Related content: How Net Promoter Score software improves customer retention


Want to learn more? Download our free eBook Powerful CX Strategies for Business Growth here!

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Topics: Customer Experience, Marketing Automation

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