Managing digital customer experience can be a daunting task. There is so much that needs to be managed and optimized and you just don’t have the time.
If this sounds like you, you need to think differently about customer experience and start utilizing different tools to help you become more proactive. The customer experience tools below will allow you to constantly gather customer feedback, maintain a single profile or source of data on each customer, and deliver a personalized experience in each channel.
8 Must Have Customer Experience Tools
Freshdesk is an award-winning cloud-hosted help desk solution with useful features and exceptional customer service. Its most significant features are: multi-channel capability; integrated game mechanics to increase agent productivity; multiple SLA policies, smart automations; and self-service portals.
Once set up, Freshdesk turns your support emails into tickets that you can track for rapid and accurate response. It also features live chat and phone support. With the iOS and Android app versions, you can take the help desk wherever you go.
2. Acquia Lift
This site personalization platform can be used to optimize digital interactions between companies and users. Acquia Lift’s features include behavioral targeting, drag-and-drop content targeting, profile merging, segmentation functions and A/B testing.
The syndication hub streamlines data inputs and content management while reducing workload by integrating with any content management software. Acquia Lift also offers easy UI that helps marketers create a meaningful customer experience.
Intercom is a fundamentally new way for digital companies to communicate with customers, personally, at scale. It’s a CRM platform with a suite of integrated products for every team including sales, marketing, product, and support. Intercom’s products enable targeted communication with customers on your website, inside your web and mobile apps, and by email.
4. Jaco Analytics
Jaco is a new gen usability platform that analytics teams can use to understand how their customers are really using their product. Jaco offers recorded user experiences with your site; no matter how complex the app is or which framework is being used, Jaco can replay every user session as a video.
And you aren’t limited to watching anonymous interactions; you’re also provided a simple API framework to add unique identifiers and attributes to each visitor. Unlike current solutions, Jaco requires zero integration and no programming knowledge to get started. Within 5 minutes of signup, you’ll see real live replays of your users.
5. Qualtrics Vocalize
This survey software can be used by businesses that need to actively measure how well they meet online expectations by asking their online customers directly. With Qualtrics Vocalize, it’s very easy to obtain customer insights, which can be used to drive strategy and anticipate the customer needs.
It’s very simple to setup and smart enough to fit into your existing systems. Qualtrics also offers great flexibility– you can configure and make desired adjustments in just a few simple clicks.
6. Conversocial Software
This is a complete platform for managing all of a company’s social media interactions. It performs intelligent prioritization of tickets and issues, making sure important ones don’t get overlooked or delayed. It also compiles all of a company’s interactions with each customer onto one screen; simplifying agents’ workflow and allowing them work more efficiently.
Ethnio offers advanced UX research management. It allows you to send real-time requests to website visitors to give them the option of participating in a study. From there, you can conduct in-person interviews, send them to an online platform, send them to a survey, set up remote UX testing, or ask them to participate in a customer panel. Many people enjoy providing an opinion, and Ethnio helps you leverage that desire for UX research.
UserEcho offers a community forum solution where you can give your customers the platform to ask, suggest, ideate and engage with your sites. Users can vote for features and you have the ability to organize your feedback community through categories and tags.