Think about a time you made the perfect purchase. You had a need, you did the research, asked the right questions, and your purchase filled your exact need. The stakes could be low, like the perfect order at a restaurant, or high like a new home or car.
On the flip side, we’ve all made purchases that we regretted and didn’t fulfill our needs or expectations.
The business world isn’t any different. Decision makers in the software and technology industry constantly face purchasing decisions, some that lead to great outcomes and others that leave them wishing they had chosen differently.
This is particularly true when it comes to investing in new business systems or software, including Customer Experience (CX) platforms.
Whether you are just starting your CX program or looking to switch to a different CX platform, here are five critical questions to consider:
1. Does the platform allow me to collect customer feedback across multiple channels?
For today’s tech companies, understanding your customers’ demands requires a multi-channel approach. Whether it’s email, social media, mobile apps, chat interactions, or surveys on your website, you need a CX platform that captures feedback from wherever your customers are engaging with your brand.
Relying on multiple disconnected tools not only hampers your ability to get a full view of the customer’s journey, but it also leads to unnecessary costs and resource strain. Think about it, instead of having one platform to collect feedback via your mobile app and another to send email surveys, wouldn’t it make sense to do all your feedback collection with the same platform?
A single, comprehensive feedback platform streamlines operations, promotes informed decision-making, and ultimately saves money by reducing the need for redundant systems.
2. Is our customer data secure?
When it comes to customer data, security isn’t optional. It’s essential. Tech companies deal with sensitive data daily, including Personal Identifiable Information (PII) and other private details that must be handled with care. Any breaches or mishandling of data will damages reputations and is very costly financially.
Before purchasing a CX platform, ask detailed questions about data security protocols. Key features to inquire about include:
- Data encryption for both in-transit and at-rest data.
- Incident response procedures for addressing and resolving breaches.
Selecting a platform with strong, transparent security measures can keep regulatory bodies satisfied and safeguard customer trust.
3. How easy is implementation?
The ease of implementation and use significantly impacts the success of a new CX platform. Organizations should evaluate how straightforward it is to set up and integrate the platform.
Ask any CX vendor about:
- Setup Time: How quickly can the platform be operational?
- User-friendliness: Does the platform require intensive training, or is the interface intuitive? How quickly does it take a new user to get started?
- Support Services: What kind of onboarding, training, documentation, or customer support is offered during implementation and beyond? Do you have to pay extra to talk to a real support person?
Look for user-friendly interfaces, clear documentation, and support services. A seamless implementation process reduces downtime, minimizes disruption, and allows teams to start getting value out of the platform’s capabilities quickly.
4. Can I connect CX to business outcomes within the platform?
To truly gauge the effectiveness of a CX platform, it’s essential to link customer experiences to measurable business outcomes. Ask if the platform offers analytics and reporting features that help track key performance indicators (KPIs) such as customer satisfaction, retention rates, and revenue growth.
When evaluating a platform, ask the vendor about features like:
- Analytics and Reporting Tools to track customer satisfaction and metrics like Net Promoter Score (NPS) over time.
- Revenue Attribution that ties CX initiatives to higher retention rates and revenue growth.
- Customizable Dashboards that align with your organization’s specific goals and objectives.
Being able to connect CX efforts to tangible results not only demonstrates the platform’s value but also guides strategic decision-making and investment in future CX initiatives.
5. Does the CX platform easily integrate with other business systems?
Your business likely relies on an ecosystem of tools like CRM software, marketing automation platforms, sales analytics tools, and more. Modern CX platforms must seamlessly integrate with this existing infrastructureto avoid inefficiencies and disruptions.
When evaluating integration capabilities, ask about:
- APIs and Third-Party Support: Does the platform support open APIs and integrations with popular tools such as Salesforce, Slack, Marketo, or Zendesk?
- Data Flow: Can data collected in the CX platform flow across systems without requiring manual uploads or IT support?
- Future Scalability: Will the platform support new integrations as your business evolves?
Strong integration capabilities ensure that your CX platform becomes a connected part of your workflow, not an isolated system. This helps you paint a full picture of the customer lifecycle and ensures better collaboration across teams.
Conclusion
Your choice of CX platform is often the difference between being reactive and proactive in customer experience management. By asking these five critical questions, tech decision-makers can purchase the right platform that offers measurable results, aids day-to-day operations, and fosters stronger customer relationships.
The right CX platform is more than just a tool, it’s an extension of your brand’s commitment to understanding and serving your customers better. Invest in the right tool and start doing more with customer feedback.
Interested in learning more about Alchemer’s comprehensive CX platform? Let’s talk! We’d love to answer these questions and more!
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