Marketing Strategy

3 Essential Software Tools to Help Improve Your Customer Experience

Vin Gaeta

Head of Strategic Partnerships & Web Specialist, 5+ Years of Development Experience, 8+ Years of Project Management Expertise

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3 Essential Software Tools to Help Improve Your Customer Experience Blog Feature

Published on June 18th, 2015

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3-essential-softwares-to-help-improve-your-customer-experience.jpgCustomer Experience (CX) isn’t just about making sure your clientele is happy when using your product; it’s about ensuring your customers are so delighted by your services, from start to finish, that they develop brand loyalty and share their love for your company.

Why does that matter? Studies conducted by Bain & Company found that 80% of CEOs believe they deliver a superior customer experience, but only 8% of their customers agree.

That’s an extremely powerful stat when you consider how many companies aren’t proactively trying to improve their customer experience. With that in mind, I’ve compiled this list of three software companies that will help you improve your customer experience.

Toonimo

The folks over at Toonimo understand that customer experience can dramatically affect a user’s view of a company. Their software focuses on putting the best foot forward on your business’ website.

With Toonimo, you will be able to create a personalized, voice-guided digital walk-through of your site that highlights your company’s strengths and get an edge on your competition. I mean, let’s be honest, how many websites do you visit that give you a guided tour (complete with visual cues) to help you better understand what they offer and do best? Not many.

Toonimo’s software also comes complete with a comprehensive analytics dashboard, built-in A/B testing functionality, and personalization options to ensure you’re delivering the optimal experience at the right time.

Using the built-in analytics and testing, you can hone in on the best messaging and visuals to easily highlight your services, products, and features, creating a personalized experience that is sure to help educate your leads and delight your customers.

Topdown Systems

Our second software company is Topdown Systems, a current IMPACT client.

Their mission is simple: help clients grow relationships with their customers through dynamic communication. Focusing on healthcare, insurance, and a few other select industries, Topdown is helping to increase overall satisfaction and improve customer correspondence with their Client Letter® and Inform® software.

Have you ever had a problem getting the proper information to a customer at the right time?

We've all encountered that frustration at some point. With Client Letter, you can automate on-demand and high-volume batch communications to your customers to keep them smiling.

If your company needs to easily create highly structured, visually rich documents (and then send them to your clients) then Inform is a great solution for you. The focus of both software’s is to streamline and optimize your communication efforts with clients.

They're also dedicated to creating and delivering exceptional information for their audience.

The Topdown blog is a veritable spring of knowledge on topics ranging from CCM software to basic customer communication and experience improvement. (Make sure not to miss their recently recorded webinar, featuring independant analysts Craig Le Clair and Ted Schadler, titled Managing Customer Communications Across The Entire Customer Journey.)

Medallia

Last, but not least, Medallia helps clients improve the experience that you deliver to customers by leveraging the internet.

Offering a variety of programs and services such as Net Promoter Score and Customer Satisfaction Surveys, they’ll help you uncover the data you need to make real, lasting changes. Without knowing how your current customers feel about you there isn’t really a way to improve, is there?

Customers such as Nordstrom, Sherwin Williams, Mercedes Benz, among others, have all seen amazing results and improvements in their customer experiences after working with Medallia.

They’ve even created the Medallia Institute, a Customer Experience Management course, to help educate people on what constitutes proper CX. The goal of the institute is to “not only improve their CX programs, but to also align that improvement with their company’s overall business objectives.

Key Takeaway

Delivering an optimized, unique customer experience is key to fostering brand loyalty and creating evangelists. Companies like Toonimo, Topdown Systems, and Medallia truly understand the value that an amazing CX can have on your bottom line.

If you’re looking to optimize your customer experience, and see the benefits that can come from it, start by learning from the experts. Take a look at all of the great things the above companies are doing, and give their services a shot.

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