There are two areas of automation to help a startup grow: customer acquisition and customer support. I’ll focus on the latter, suggesting that if your support is automated as far as possible, the requirement for human beings is scaled back and a more enhanced customer experience is achieved.
The software space offering CX tools is noisy but I have picked out 3 (with one bonus) that I feel achieve what they set out to achieve. The names are recognisable to most, and there will be cheaper options, but the thing to do is understand how the best in class do it. If your budget doesn’t stretch that far, either negotiate or find another vendor who has a similar value proposition (but doesn’t break the bank).
Perhaps the best known in the CX space. Trusted by over 200k customers, Zendesk is the leading cloud-based help desk software built with support agents in mind. All your customer interactions are in a single, dynamic interface with features like web widgets, pre-defined ticket responses, and full customer history.
Get up and running quickly, and expect to see results even faster – on average our customers see ROI after 3 months with Zendesk. Lower support costs, raise productivity and increase customer satisfaction by starting a free trial today.
SurveyMonkey Enterprise empowers businesses to capture and act on critical feedback to drive growth and innovation at scale with advanced security and compliance features. Integrate survey feedback with your technology stack to enrich decision-making and automate workflows.
SurveyMonkey’s products, enterprise solutions, and integrations enable more than 335,000 organizations to deliver better customer experiences, increase employee retention and unlock growth and innovation.
Clarabridge helps you understand and improve your customer’s experience by putting customer feedback to work and claim to be obsessed with delivering innovative customer experiences and contact center solutions. With over a decade of experience in designing and delivering industry-recognized best-in-class text and speech analytics, they have enabled thousands of global brands to transcend from insights to action.
CX crosses different parts of the customer journey and, to optimise your whole CX, you need to consider developing a great post-purchase environment. That involves also linking back to optimising your UX, and so the following tool could help you:
Smartlook is a qualitative analytics solution for web and mobile helping over 300,000 businesses of all sizes and industries answer the whys behind a user’s actions. Why do users churn, or why aren’t they using that feature?
Remove any guessing: always-on visitor recordings and heatmaps show real user behavior, while automatic event tracking and conversion funnels reveal trends in behavior. Not just numbers and graphs, Smartlook tells you why users behave the way they do.