CX Tools: Why Few is Better Than Many
CX tools are dominating the software space. In fact, according to Capterra, there are over 300 different customer experience tools currently on the market.
This isn’t surprising, considering customer experience is becoming a more important metric year after year. This is because, within most industries, customers have more than one (sometimes dozens) of similar options to choose from right at their fingertips.
More and more, customer experience is the differentiator that helps companies edge out the competition. In fact, 89% of companies report they are competing on customer experience alone. Investing in CX is a wise strategy. Unfortunately, too many companies make a critical mistake: They adopt more CX tools than they really need.
When you know how important customer experience is, it can be tempting to enlist the help of as many CX tools as you can. You might think that using all the latest resources will give you a competitive advantage. However, research has shown that the opposite is true.
Instead of using 10 or more CX tools, it’s better to go all in on a few that work best for your company. In this article, we’re sharing why a few CX tools are better than many.
Let’s start with the benefits of selecting a few CX tools.
1. You will become an expert on CX tools
When you focus on just a few CX tools, you can become an expert in each one. That means that you can take advantage of the tool’s lesser-known but exciting capabilities. When you have many tools in use, it’s probable that you’ll only use them at a surface level. Ultimately, the major adoption of a CX tool leads to higher satisfaction levels with the tool throughout your company.
2. Integration with company-wide systems will be easier
Constantly adding new CX tools to the mix makes it unnecessarily difficult to integrate them with your operational systems. This may mean that you’ll only use a tool for a single project or single team, instead of company-wide. That leaves your company less unified and more disorganized. With a few key CX tools, you can make sure that every department in your company has the same access to every software.
3. Onboarding new employees will be fast and cost-effective
Customer experience is so much more than just customer service. The customer experience happens at every stage of the customer journey, not just when the customer reaches out for help. That means that every employee has a role in customer experience, and they should all be trained in how to use your CX tools.
If you use 10 or more tools for customer experience, your onboarding process for new employees will be slower and more complex. This can lead to lower employee satisfaction—and a longer, more costly training process.
4. Customer communication will be more consistent across platforms
Maintaining a consistent voice and level of service across communication channels with your customers is key to cultivating a trustworthy brand. 60% of millennial consumers now expect consistency wherever they interact with your company.
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