Blog Post Struggling to keep customers happy? Customer experience automation (CXA) can be your secret weapon. Discover the top 3 CXA platforms and see which one is the best fit for your specific needs.
Syed Hassan ZamanThe e-commerce boom has made it easy for customers to find their favorite products with just one click. But do you know what makes them come back for more? Its customer experience (CX). Businesses understand this and, therefore, use all sorts of customer experience automation (CXA) platforms to meet customer expectations. These platforms help businesses to enhance and optimize every touchpoint in the customer journey.
With so many CXA options in the market, which is the perfect fit for your business? Keep reading this article and explore 3 intelligent customer automation platforms with us while we analyze their unique strengths and features.
Customer experience automation (CXA) is the strategic use of technology to improve how customers interact with a business throughout their customer journey, i.e., from initial interest to after-sales support. It focuses on automating repetitive tasks, minimizing human intervention, and enabling seamless and personalized interactions between businesses and their customers.
Here is how CXA takes place:
It starts by pinpointing repetitive tasks or frequent customer inquiries that can be automated. This could be tasks like password resets, order tracking updates, or answering FAQs.
Choosing appropriate technology for each automation. This might involve using chatbots for simple queries, email automation for personalized communication, or self-service portals for account management.
Integrate the chosen tools into your existing systems and train your team on how to manage them.
Track the performance of your automation. Analyze customer interactions and data to see if they are resolving issues effectively.
A CX automation platform is a software suite that helps businesses optimize and personalize customer interactions across various channels. It acts as a central hub that automates repetitive tasks, reduces the workload of support agents, analyzes customers' data, and facilitates unified support to the customers.
CX automation can be implemented in different ways to achieve outstanding customer service and create a positive and engaging customer experience. Here are a few examples:
AI chatbots are one of the most effective customer experience optimization tools. Powered by NLP and machine learning, these chatbots can effectively handle everyday inquiries, answer FAQs, and even provide initial troubleshooting, all while offering 24/7 AI customer service. This frees up human agents for complex issues and creates a smooth experience for everyone.
When a query goes beyond the chatbot's expertise, CXA uses automation to categorize the issues and route it as a ticket to the most relevant department. This ensures your request reaches the right expert quickly. It works as a smart assistant that connects you to the live agent who can best address your issues.
81% of customers want more self-service options from the brands. Customers today value autonomy and flexibility. Self-service options like knowledge bases, FAQs, tutorials, and guided articles allow them to find solutions independently at their own pace without waiting on hold or agent availability.
Customer feedback collection is a key feature of CXA. CXA gathers valuable insights into customers' preferences and experiences through automation surveys, ratings, and in-app prompts. This feedback helps businesses understand what is working and what needs improvement to refine their products and services.
Creating a perfect response for every query could be challenging for customer support teams. This quality control challenge can lead to inconsistent service and frustrated customers. CXA, with AI support, ensures consistent, accurate responses tailored to each inquiry in the most appropriate tone. This may seem very subtle, but this personalization greatly affects customer satisfaction.
CXA platforms are highly effective for 24/7 consistent support, increased customer satisfaction, and enhanced employee productivity. Let's take a look at the benefits of customer experience automation:
CXA offers round-the-clock assistance through advanced AI chatbots and self-service options. This ensures customers can access customer support regardless of their time zone or agent availability.
According to McKinsey, organizations using technology to revamp their customer experience can achieve up to 15 to 20% increase in customer satisfaction, significant cost reduction, and boost conversion rates and growth. Automating repetitive tasks like answering FAQs or tracking orders ensures customers quickly get prompt and efficient solutions for their queries.
CXA automates tasks that frustrate customer support agents, freeing them to focus on issues that need immediate assistance and providing more personalized interactions. 70% of workers believe that the biggest opportunity for automation is to reduce the time wasted on repetitive tasks.
Automation allows businesses to personalize their communications and interactions with each customer. These platforms analyze customer data (purchasing history, preferences, browsing behavior) to understand customers' interests. This creates an opportunity for:
While a huge variety of CXA platforms deal with different stages or niches of customer experience, some stand out with their exceptional capabilities in customer experience management and optimization. Let's look at the top three contributors of CXA platforms in 2024.
One of the leading CXA platforms of 2024, Aidbase stands out with its customer-centric approach. Unlike many other customer experience optimization platforms that offer standalone chatbots, Aidbase offers an AI-powered ecosystem. This ecosystem includes an AI-powered ticketing system, Live chat support, email automation, and an omnichannel customer experience.
Aidbase's AI support goes beyond customer experience optimization and enables your business support staff to work and succeed independently by keeping everything in a synchronized loop.
Here is how:
Aidbase provides a comprehensive ecosystem with omnichannel support instead of standalone chatbots. This means you will get a whole set of AI-powered tools that work together for exceptional customer experience across all channels ( website, mobile apps, social media).
This AI support system helps you design custom-built or live chat support trained on your data. This may include website content, PDFs, and YouTube videos. They can continuously learn and improve while providing 24/7 human-like customer support.
Track, monitor, and evaluate your custom conversations in real time. This helps you identify knowledge gaps and areas of improvement and refine your customer support strategy.
Use Aidbase's AI-assisted ticketing system to tackle customers' complaints efficiently. This intelligent system learns from past interactions and suggests solutions for similar complaints for faster resolutions.
AI-powered email automation helps you create your customized email list. This system uses your knowledge base and previous data to craft appropriate replies.
One of Aidbase's biggest strengths is its no-code user-friendly interface. This enables everyone in your team, regardless of their technical background, to take full advantage of this AI support system.
All of these tools can seamlessly integrate with various other third-party tools like Whatsapp, WordPress, Slack, Shopify, or Zapier (Coming soon). This allows you to connect your customer support system with the rest of your business operations.
Capacity is another top CX automation platform. Businesses can use its AI chatbots, automated helpdesks, knowledge base, voice biometrics, and speech recognition features to improve customer experience. Both the chatbots and helpdesk route customers to the right resources. They even offer a free trial!
Here are the standout features of Capacity:
Capacity's ASR system lets you recognize different dialects and accents within a language, eliminating the need to repeat information like names or addresses.
Its AI-powered chatbots can have intuitive conversations, ask follow-up questions, and offer personalized communication.
Their AI-powered helpdesk quickly resolves tickets and handles complaints, freeing your agents for more creative tasks.
You can create no-code custom landing pages to capture leads and track their real-time performance to optimize your campaigns.
Unify your customer data with the CRM system that tracks customer interactions across all channels, giving you a complete picture to personalize your customer experience.
Intercom is another very popular CXA platform specializing in business messaging and communication. They offer a platform that combines sales, marketing, and customer service features in one place. This means businesses can chat with their customers directly through the Intercom, offering a more personalized touch.
Here are some of its features that make it a helpful CXA platform:
Intercom has its signature chatbot named Fin. It can quickly integrate with your systems and handle up to 50% of customer queries.
Its AI-powered helpdesk tracks multiple customer inquiries under one ticket and provides real-time updates on resolution progress through SMS or emails.
You can send targeted messages to your customers through chatbots, emails, and SMS. This proactive approach allows for more personalized customer outreach.
You can generate machine learning reports and data visualizations to track your team's performance, KPIs, and relevant goals.
