No matter what type of business you have, it’s important to pay attention to the manner in which your customers engage with the business online. They may engage with you via your online shop, website, blog, or social media platforms. Whether or not they make a purchase in your ecommerce store or comment on your blogs, you can gain insight into this interaction with the use of customer experience management (CEM) tools.
CEM software helps you to capture, analyse, and integrate customer usage data so that you can improve the experience. With a wide range of CEM products on the market today, how do you choose which one to use?
Features to look for in customer experience management software
CEM software products are useful to all businesses with any sort of online presence, because they can analyse user data and give you a return on investment with the hard facts provided. However, not all solutions will be right for you, so keep the type of business you operate and your target market in mind as you compare options. For example, telecom operators would want to look at customer experience management offerings from a related brand like Nokia Networks, which is designed specifically for that industry.
A good CEM product will be able to integrate fully with all of your systems, including your social media networks, customer database, and online platforms. It’s also good to find out how much support you’ll receive, including training and support once the program has been put into action. There are a number of different products to choose from. Some will be industry-specific, while others will be designed for ecommerce businesses.
The best will be easy for both you and your customers to navigate. Another factor to consider is whether you want a unique CEM solution designed for your business, or if you want a hosted platform that provides the network, hardware, and software on your behalf. This can sometimes be easier if you’re running a start-up business.
Tracking other forms of feedback
In addition to CEM software that tracks your user experience on your own sites, some tools are also available to track anything that’s said about your company. If someone leaves you a bad review, or badmouths your company on a public forum, this type of tool would automatically give you a report so that you could get to the bottom of what went wrong. These tools aggregate information and feedback from social media sites, news sites, and forums to give you a well-rounded view of how your brand is truly viewed by the public.
As your business grows, it gets increasingly difficult to manage relationships with thousands of new customers. A good CEM tool can make it easier to stay organized, maintaining efficient contact lists, buying histories, and browsing data. These electronic platforms use metadata to allow you to search through the information and find useful patterns. Keeping track of a customer’s buying patterns helps you predict what they’ll want in the future, so that you can manage their experience and better accommodate their needs in the future.
The best CEM solutions can integrate with your sales platform, mobile devices, and social media pages. They make life easier by helping you keep track of how your customers engage with the brand, to boost retention and sales. It’s worth comparing all options carefully to find the best fit for your business.