Creating a great customer experience (CX) is a top priority for companies in today's competitive marketplace. To achieve this goal, many businesses turn to technology to help manage and improve their CX efforts. According to recent research, the most commonly used tech tools for CX include CRM software (such as Salesforce) used by 47% of top companies, CX management solutions (41%), service or help desk software (35%), and messaging and chat tools (37%).
However, as the industry continues to evolve, CX leaders are looking for more advanced features in their tech tools. They want a single tool that is both robust and provides quick access to insights. For smaller organizations, this is especially critical.
In recent years, customer feedback has become even more important for CX professionals. A survey found that 72% of CX professionals believe customer feedback is more important now than before the pandemic. The most popular channels for gathering customer feedback include email, website, customer calls, in-person, and chat. In the U.S., digital platforms such as websites, in-app, and social media are also commonly used for feedback collection.
The four key components of CX are brand, product, price, and service. CX refers to everything an organization does to deliver superior experiences, value, and growth for customers. To measure the effectiveness of CX efforts, companies can track key metrics such as Customer Satisfaction Survey (CSAT), Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Churn Rate.
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Summit Technologies is a Columbus, Ohio based Salesforce Consulting Partner consisting of a talented and creative team of Salesforce certified Consultants, Developers, Analysts and Project Managers. We specialize in building innovative solutions for our clients within the Salesforce family of products including Sales Cloud, Service Cloud, Marketing Cloud, CPQ, Experience Cloud, Nonprofit Cloud, Education Cloud, Pardot, Field Services and Salesforce Communities. Summit Technologies strategic services solutions bring custom Salesforce technology to work for your business.