Praphul loves to build what’s next. He has a passion for solving customer problems by leveraging design, technology and data science in a SaaSy way. Praphul brings over 20 years of experience in Customer Experience, AI and Analytics space and held leadership positions in many organizations like Microstrategy and Genesys where he built and launched many products in the market.
CX analytics is a systematic process that involves discovering, collecting, and analyzing customers’ data to understand their points of view. This lets a business gain intelligent insights that allow better decision-making. According to a study by McKinsey, CX analytics can reduce average handle time by 40 percent.
The rise of predictive analytics has made it easier to design a great customer experience. Companies have invested in technologies that help them gain a deeper knowledge of customer experience.
Customer experience analytics software helps organize and track key metrics to optimize customer relations.
Latest Trends in CX Analytics Software
If your company wants to enhance customer engagement, investing in the latest CX analytics trends can be helpful. Some of the latest trends include:
IoT to Centralize CX Analytics
The majority of CX analytics software has integrated IoT-enabled CX software to improve the overall customer experience.
IoT helps gain real-time data. With a CX analytics software tool that is IoT-enabled, you can easily capture important insights in real-time. This helps deliver better customer interaction. Besides, IoT sensors can send real-time alerts regarding the customer’s behavioral change. This allows agents to deliver personalized communication, increasing customer satisfaction.
Chatbot for Self-Service
Chatbots have emerged as beneficial when moving from outdated simple queries to more advanced predictive analytics. AI chatbots are self-learning. This means they can help create contextual customer engagement.
With chatbots, it’s easy to understand the customers’ needs. This is crucial as you can easily deliver a personalized customer experience and a lasting relationship. Also, chatbots allow sentiment analysis to collect the user’s emotional quotient.
Use of Prescriptive, Predictive, and Descriptive Analytics
Prescriptive, predictive, and descriptive analytics can work together to provide a high-quality customer experience. Modern CX analytics software combines all the above functions to enhance interactions.
Predictive analytics uses AI algorithms to sort massive amounts of data and forecast various trends. These algorithms help pinpoint customer dissatisfaction and abandonment.
Prescriptive analytics gives insights into potential customer actions and outcomes. Companies can leverage these insights to make decisions that reflect the customers’ needs and demands. On the other hand, descriptive analytics helps businesses leverage past data to oversee the future.
How to Choose the Best CX Analytics Software
Recently, the number of analytics tools has increased rapidly. Several trends have emerged, and choosing the best analytics software for your call center has become challenging. Some of the top features to consider include:
Customer Journey Mapping
A robust CX analytics software should map the entire customer journey from the time of initial engagement. This feature allows the company to solve any issues that customers face by leveraging their data. Also, it helps businesses to identify customer dissatisfaction in real-time.
It is best to choose CX analytics software with dashboards that present customer data intuitively. Dashboards that present comprehensive yet simple analytics are highly valuable to any business. Ensure your dashboard and reporting capabilities are interactive and easy to understand.
APIs and Integrations
Having an analytics tool with a publicly available API is essential. It allows you to import your data to your business CRM or any other application. Also, it’s best to ensure you have a tool that allows you to export data to CSV, Excel, PDF, or any other format of your preference
The Bottom Line
The future of any organization lies in customer satisfaction. With CX analytics tools that can enhance your interactions and improve the overall customer experience, you are good to go.
At SuccessKPI, you provide a futuristic CX analytics tool with the ultimate features. It’s intuitive and interactive, can integrate easily into your ERP, and allows the organization to map the customer journey. Get in touch with us to see how we can help enhance customer experience!