13 June, 2023
In today’s digital age, customer experience is the key to success for businesses.
There are so many touchpoints throughout a customer’s journey, and it’s up to businesses to ensure that these touchpoints work together to create a seamless overall experience. And in this UXCam guide, we'll be exploring a few innovative strategies you can employ to do just that—from investing in analytics to rethinking your support options.
Ready to get started? Let's go.
Customer experience (CX) is a somewhat vague—but extremely important—concept.
It's the overall impression that customers have of your business after moving all the way through your sales funnel and getting familiar with your product. There are obviously a lot of touchpoints at play here, but they tend to fall into two neat categories:
People: Interactions with company reps (i.e., sales staff, account managers, customer service, etc.).
Products: Interactions with your products (i.e., pricing, marketing materials, onboarding, etc.).
The better your customer experience, the more likely customers are to stick around—not only continuing to give you their business but also (hopefully) spreading the word to friends and colleagues.
Now, on to the main event—what can you do to actually improve your customer experience? Here are eight innovative ideas to improve customer experience.
If you want to improve CX, you need concrete, data-driven insights into how customers are using your product.
That's where a comprehensive product analytics tool comes in.
With UXCam, you can view customer interactions with your app through a range of lenses—both macro (i.e., Heatmaps and Funnel Analytics) and micro (i.e., Session Replays and Issue Analytics). This helps you identify customer pain points and make changes to your product in real-time.
You can also use UXCam to run product experiments to validate any hunches or hypotheses that the data leads you to. This helps you quickly zero in on the improvements that will have the most impact.
Most companies are well aware of the important role their customer service teams play in providing an excellent customer experience. However, the value of self-service support often gets overlooked (or at least underestimated).
Not convinced? Roughly 51% of digital-first companies think they have adequate self-service support options, but only 15% of customers agree. And unsurprisingly, in light of that fact, 81% of customers prefer self-service options.
These days, there's no shortage of tools that you can use to give customers the flexible options they're after, including:
On a related note, offering support through a range of channels is equally important.
If customers can only reach you through one medium—let's say, email—they're going to end up frustrated if they need a quick response. You need to have different options available for different customers (and different problems).
Omnichannel support means offering customer service through a variety of channels, including chatbots, email, phone calls, and social media. These channels are then integrated on the backend so that customer service reps can see a complete picture of each customer's journey.
Your customer success team is the proactive counterpart to your reactive customer service team.
Even if customer support tickets are addressed quickly, politely, and accurately, they're still sub-optimal experiences for customers.
A customer success team's purpose is to limit the number of times these sub-optimal experiences occur by proactively addressing issues and answering questions. They're paired with a customer to make sure they're getting the most value out of your product right off the bat—and that their experience is as smooth and enjoyable as possible.
For example, here at UXCam, we pair customers on our Growth and Enterprise plans with dedicated onboarding managers who walk them through how to unlock the full value of our product.
Onboarding is undeniably important—55% of customers say they’ve abandoned a product because they didn’t fully understand it. Luckily, you're spoiled for choice when it comes to innovative onboarding tactics that can enhance CX (and, ultimately, retention).
Here are a few options to consider:
Checklists & quests
Don't forget to respond to customer reviews. Whether they’re positive or negative, responding is key—55% of customers feel more positively about a brand after seeing a response to customer reviews.
There are a few things you'll want to accomplish with these responses:
Address the comment directly
Be polite and appreciative
Take accountability (if necessary)
Offer solutions or further assistance via a more private channel
Also, make sure your responses don't sound like copy-pasted responses. Every customer is looking for a personalized experience, and that should be reflected in your responses.
Customer interaction naturally drops off as customers become regular users. Don't let it drop off entirely!
Email campaigns and newsletters are a great way to keep in touch with customers—but don't stop there. Consider setting up automated messages that are triggered by specific customer behaviors.
You can also use push notifications, in-app messages, forums, and roadmaps to keep customers engaged and up-to-date with your product.
last but not least, don't underestimate the power of loyalty programs. These aptly named tools are fantastic for turning casual pans into loyal advocates.
Loyalty programs take many forms—points-based rewards, referral incentives, exclusive discounts, and so on. It's important to tailor your system to your customer base.
The rewards themselves don't need to be big—in fact, small incentives can often have more impact than large ones. The key is to make customers feel appreciated and valued.
Thinking critically about customer experience is one of the best ways to ensure sustainable growth for your company. And with the right tool, that’s a whole lot easier!
UXCam offers a suite of powerful analytics tools that help you measure and improve customer experience. With UXCam, you can transform every user interaction into data that can be sliced, segmented, and analyzed to reveal deep insights into customer behavior.
Start improving your customer experience today—sign up for a 14-day free trial of UXCam today.
Ardent technophile exploring the world of mobile app product management at UXCam.
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