We challenge you to name one sector where AI is yet to enter. While you bring out your thinking caps, trust us when we say, it’s everywhere. It might be at a lower scale in some sectors compared to others, but it’s there, especially when it comes to reaching and engaging your audience.
One term that often goes in hand with AI is personalization. And customer journey orchestration platforms are here to implement the same at scale. But what are these AI-powered customer journey platforms? This in-depth guide shall walk you through the same to ensure you are there for your customers wherever they look, just like AI.
What is customer journey orchestration?
Customers these days interact with brands in all sorts of ways—online, in-store, through social media, you name it. Journey orchestration is about keeping track of all those interactions, gathering data about what customers like, what they don’t like, and what makes them tick. Then, with all that insight, the brand can fine-tune the customer experience, making it as personalized as possible.
It’s efficient whether it’s recommending products based on past purchases, sending targeted emails with special offers, or even just making sure the website loads quickly on any device.
With AI lending a hand, brands can do this at scale, automating processes and predicting what customers might want before they even realize it themselves. Moreover, happy customers are likely to spread the word to their friends and family, bringing in even more business.
What can companies do with customer journey orchestration platforms?
As we know, customers interact with brands on many different platforms. Customer journey orchestration platforms work at unifying these interactions to convert raw data into actionable insights.
While customers enjoy a more personalized experience, brands benefit from improving key metrics such as customer satisfaction scores, customer retention rates, conversion rates, and more.
Here are some more areas AI-powered customer journey platforms help cover:
Help understand customer intent
AI tools are excellent at understanding customer intent as they use advanced algorithms to analyze vast amounts of data from various touchpoints. Based on the analysis, they identify patterns and trends that signify customer behavior.
For example, let’s say a customer browses through your website and looks for coats in various styles. He adds some to the cart but doesn’t make a purchase. The AI-powered customer orchestration tool tracks the browsing behavior, notes the types of coats he’s interested in, and how long he spends on each product page.
Using this insight, the tool sends personalized emails with discounts to entice the customer to complete the purchase. Moreover, as the customer abandons the checkout process, the tool helps optimize it, offering simpler payment options.
Create strong customer profiles
Customer journey orchestration platforms collect data by tracking browsing behavior, payment history, engagement with marketing campaigns, responses to personalized offers, and feedback provided through surveys.
With such a wide spectrum of information, it develops customer profiles that help in personalized communication. Therefore, brands can reach customers with offers they simply cannot resist.
Identify potential issues and suggest changes
Customer journey orchestration platforms continuously monitor customer interactions, which helps them detect patterns that indicate potential problems. For example, they catch it quickly if there is a sudden drop in engagement on a specific channel. Once they identify the issue, a root cause analysis helps find the underlying factors contributing to the problem.
Say there is a sudden shift in market trends or technical issues that leads to a drop in engagement. After finding the cause, relevant stakeholders, such as the marketing teams or customer service representatives, are immediately notified. It also suggests remedial steps such as a change in content strategy, posting frequency, or reallocation of resources.
Route customers to the right agents
Nothing annoys customers more than talking to a clueless agent when they are looking for a quick fix to their problem. Customer journey orchestration platforms categorize agents based on their expertise, language proficiency, and other relevant skills.
Incoming inquiries are then routed to agents that are best suited to solve the issue. It avoids the hassle of making customers wait till the right agent can take up their queries.
What are the benefits of customer journey orchestration platforms?
Customer journey orchestration platforms help customers feel understood, valued, and catered to, leading to increased brand loyalty. But that’s just one of the many benefits of AI in journey orchestration. Let’s look at some more:
Improves first-call resolution rates
Do you know that 38% of customers expect agents to know who they are and the context of their query as soon as they reach out? That’s never easy but customer journey orchestration platforms ensure agents have a detailed view of the customer’s history, including past interactions, purchases, preferences, and any ongoing issues.
With such detailed customer profiling, agents quickly understand the context of a customer’s inquiry and resolve it on the first call. Moreover, self-servicing options such as knowledge bases, FAQs, and automated chatbots help customers find answers to their questions independently, reducing the need to contact support.
Help agents perform more effectively
AI-powered customer journey platforms provide agents with the tools, insights, and support they need to deliver exceptional experiences. Agents don’t have to conduct deep research to understand customer behaviors and preferences better. They have access to a comprehensive view of customer data that helps improve customer interactions.
Skill-based routing in these platforms also ensure the right agents get to handle the queries. It saves time on both ends and helps agents deliver solutions efficiently based on their skills and knowledge. Moreover, these platforms also offer guided assistance to agents by providing them suggested responses and recommended actions.
Consistent messaging across channels
A brand should consistently deliver the same message across different channels too without any delay. If delays set in, you will likely offend the 75% of customers businesses often lose due to long waiting times.
Whether customers interact through a website, mobile app, social media, email, or in-store, they should receive instant and consistent brand messages and values.
In fact, customer orchestration platforms help synchronize conversations across various channels. For example, if a customer starts a conversation on social media and later switches to email or phone, the platform helps maintain and transfer the context of the conversation.
Ensures data-driven decisions
Customer journey orchestration platforms use advanced analytics techniques to identify patterns, trends, and correlations in different data sets. They also leverage historical data and predictive analytics algorithms to forecast future outcomes and trends.
With such vast amounts of data in their arsenal, brands can make decisions that create lasting impact. Such actions based on collected data lead to increased brand loyalty, customer satisfaction, and repeat purchases.
What are some best practices in customer journey mapping?
Let’s now look at some best practices that will assist you in enhancing your customer journey maps.
Use AI for customer data analysis
Is your customer service team tired of manually analyzing vast amounts of data? Why waste their time when AI algorithms can extract valuable insights, predict behavior, and optimize customer experience almost instantly? Irrespective of the data volume, it analyzes historical interactions, purchases, and engagement metrics that may not be apparent through manual analysis.
In fact, AI-powered customer journey platforms also conduct sentiment analysis across various channels. Analyzing text, voice, and visual content can determine whether customers express positive, negative, or neutral sentiments.
Now, imagine how much your communication strategy can benefit when you dive deep into all these sentiments without scouring through social profiles on your own.
Involve customers in the journey-mapping process
Every communication strategy you devise is intended to connect with your audience on a different level. Customer orchestration platforms help with the same by collecting customer feedback across various touchpoints. You can use this feedback to understand customer perceptions, pain points, and opportunities for improvement.
You can also use these platforms to schedule and coordinate customer interviews. Selected customers can participate in in-depth discussions about their experiences with the brand.
Use predictive modeling
Based on the collected data, determine the areas that will most likely influence customer behavior or outcomes. This could include past purchase history, website interactions, time of day, location, or demographics. For example, predict the likelihood of a customer purchasing, churning, or responding to a marketing campaign.
Keep evolving your strategies
Of course, you are proud of the strategies and tactics you created. However, you must keep evolving your strategy based on the changing scenarios. Nothing can remain stagnant in this era, and AI power customer journey platforms can help you keep up with the changing pace.
Use them to understand your customers’ changing needs and preferences. Change your strategies accordingly and keep a clear eye on the results.
CX success examples
Let’s now look at some real-life CX success examples to give you an extra push to improve your customer journeys:
Lenskart: a unified website to in-store experience
Let’s get one thing clear— customers expect to be able to shift channels at any point in the customer journey. The eCommerce brand Lenskart does it right by creating a full fledged omnichannel digital experience. When customers browse their website, the pop-ups with offers and style guides motivate them to purchase.
Next, augmented reality gives customers the option to try their products virtually. As customers go to the physical store, the reps help them find the best fit per their past preferences. They cover everything from website to in-store and provide a connected experience that delights customers.
The Starbucks app neatly personalizes the experience of coffee enthusiasts. When you place an order using the app, it suggests product pairings based on past purchases and browsing history.
This not only enhances the customer experience but also increases the average order value of the brand. The idea is to let AI take over and send personalized product recommendations at every point.
H&M: using a chatbot to enhance CX
H&M uses its chatbot to provide personalized fashion advice and recommendations to its users. Using NLP, the bot understands user requests and gives styling tips accordingly.
Their click-through rate was 8%, surpassing their email marketing click-through rate of 2%. This alone is enough to tell the importance of giving customers what they need when they send in an inquiry.
Now that we’ve really seen the impact of guiding customer journeys, Radarr is stepping up to the plate to make it happen. Teaming up with Genesys, a global leader in AI-driven experience orchestration, Radarr is taking its AI-based social and digital listening to a whole new level, promising your customers an experience they won’t forget.
While Radarr keeps an eye on every online chat and post, Genesys is all about meeting your customers right where they are, ensuring they get what they need every step of the way. Just think about the fantastic things we can achieve for your business when we handle both of these critical areas. Radarr’s deep dive into customer insights powers Genesys AI, ensuring you engage customers in all the right places.
Keen to see how the Genesys X Radarr team-up can make a difference for you?
How to Create Personalized Customer Experiences at Scale
“A satisfied customer tells a friend; an unsatisfied customer tells the world.”
A positive customer experience impacts brand loyalty and customer retention and 80% of consumers are likely to purchase from businesses that provide personalized experiences.
With the high level of personalization provided by Amazon, Netflix, or Spotify, consumers now expect similar personalized experiences everywhere that cater to their individual needs.
In this post, we’ll delve into how you can create personalized experiences on a larger scale for your customer base.
What is personalized customer experience?
A personalized CX is when a business caters to a consumer’s preferences and predicts their requirements based on their behaviors, such as the content they interact with, shopping habits, or past shopping history.
Customers often like to buy from the brands they trust and where they are valued, whether with online or offline retailers. It is all about designing products and services to meet customers’ preferences and create a better experience.
Why is personalized customer experience important?
Here are a few reasons why your business must focus on personalized customer experience:
Boosts customer retention
Personalization increases the number of repeat customers, revenue, customer lifetime value (CLV), and brand loyalty. 60% of consumers become repeat customers after a personalized shopping experience with a retailer.
Most consumers are willing to pay more for a brand that offers a better customer experience and stays loyal as long as the customer experience and service are top-notch. A satisfied customer is more likely to mention your brand to others, resulting in customer acquisition and growth. Businesses can drive more sales through effective cross-selling and upselling through personalized promotions and recommendations, leading to more revenue.
Improves brand reputation
A happy customer will surely share and spread their positive experience through word of mouth, generating free organic marketing for your brand. This helps build a positive brand image and improves overall reputation.
Increases average order value (AOV)
We often buy something impulsively, and that’s all thanks to a personalized shopping experience. 49% of customers say they made a purchase they did not want to buy because of customized recommendations from the brand they were interacting with.
5 roadblocks faced when personalizing CX
Here are a few common challenges faced by businesses when personalizing CX:
Data quality and analysis
Inaccurate or incomplete data can pose a challenge while creating meaningful customized experiences and lead to misguided recommendations, reducing the efficiency of personalization efforts.
When different departments work in isolation, it isn’t easy to consolidate customer data comprehensively. Without a unified view of customer data, it is challenging to create precise personalized experiences. The best solution is to adopt a cross-functional approach and train employees at every level to be customer-centric. Ensure that they understand how they can influence customer journeys and how to maximize each customer’s experience.
If your data platform is outdated, your business will have issues implementing effective personalization strategies. An outdated infrastructure may lack the abilities of advanced analytics, AI, and automation. Without a modern platform and tools, your business will struggle to gather, analyze, and consolidate large amounts of data.
Data privacy concerns
Customer data is the core of a robust personalized experience involving trust. Customers trust that you will use the data responsibly and protect it. Make data protection a trademark of your business. Always maintain transparency and let your customers know what data is being collected, how it is collected, and how it will be used.
Accessing Data from First-time Customers
When a customer interacts with your brand for the first time, it’s tricky to provide a personalized experience immediately. Since the goal is customer retention, include a checkbox option at check-outs where they opt-in to share their details with your brand.
5 Steps for CX personalization
Let’s look at how you can start personalizing customer experiences:
Understand your customers
Gather data on your customers’ preferences, behaviors, demographics, and past interactions with your brand using customer surveys, CRM software, and analytics platforms.
Divide your consumer base into distinct segments based on purchase history, preferences, and demographics, allowing you to personalize your messages and experiences to each group’s specific needs and interests.
Create buyer personas
Create detailed profiles of your ideal customers, including their goals, pain points, and communication preferences. Use these personas to guide your personalization efforts. Here’s an example of a buyer persona:
You can use it to address customers by name, recommend services or products based on browsing history or past purchases, and tailor the content based on their interests and preferences.
Provide relevant content
Provide users with information that aligns with their interests, needs, and preferences. You can share blog posts, articles, videos, or product recommendations tailored to the user’s behavior, demographics, or past interactions.
Using data analytics and machine learning algorithms helps identify relevant topics or products for individual users. Businesses can consistently deliver relevant content to enhance user satisfaction, foster engagement, and drive conversions and loyalty.
Measure and iterate
Monitor your personalization efforts by tracking key metrics like:
customer satisfaction scores
You can gather customer feedback to gain invaluable insights into customer preferences and satisfaction levels. Employing A/B testing allows for systematic experimentation with different personalization strategies to identify what resonates best with the audience.
Improve and Adapt
Customer preferences and behaviors change like the wind, so continuously gather feedback, analyze data, and adapt your personalization strategies accordingly. Stay alert and responsive to changes in the market and your customers’ needs.
7 best practices for personalized customer experiences
Here are some key best practices to keep in mind:
Gain customer data through segmentation
By segmenting the customers into distinct groups based on specific criteria, brands can identify those with common characteristics. This will make it easier to appeal to individual groups with relevant products, services, incentives, and special offers that cater to the requirements of that group. Every group may vary in their expectations, requirements, and interests; hence, segmentation will help you create your approach to match the needs of each target group.
Create an omnichannel experience
Personalization means connecting with your audience where they are. Customers should be able to access your products and services on multiple platforms. Identify which social media platforms or direct communications preferences your customers favor. This will help you create an omnichannel personalization strategy that focuses on interacting with customers and prospects in the format that appeals to them most.
Sephora’s Beauty Insider Rewards program is known for its seamless omnichannel customer experience. With the Beauty Bag accessible on both mobile and desktop, Sephora’s loyalty program offers personalized product recommendations, exclusive discounts, and birthday gifts based on customers’ purchase history and preferences.
Automate your Customer Experience
Customers expect top-notch service. With an increasing demand for quick assistance around the clock with a click of a button, an automated system can help your brand sell the experience. These technologies can help analyze customer data, identify patterns, and deliver real-time customized content and recommendations.
Use AI-driven chatbots and online reputation management tools to provide real-time personalized assistance and resolve any queries on social media. These can help your support team address more quickly and effectively a larger volume of individual customer requests.
Create self-service options
Self-service options allow customers to take control of their experiences. Provide your customers with opportunities to help themselves. You can convey information with step-by-step guides, how-to-videos, FAQ pages, how-to videos, and diagrams.
Users can easily manage their preferences, track orders, and access relevant information with the help of a personalized account dashboard.
Amazon allows customers to easily browse products, make purchases, track orders, and manage returns without direct assistance. Features like one-click ordering, recommendations, and easy returns provide a convenient shopping experience for users.
Introduce loyalty programs
Loyalty programs are an excellent way to build a loyal customer base, increasing customer retention. Loyalty programs and rewards encourage customers to continue engaging with the business to earn points and rewards, promoting loyalty toward the brand. Incentivizing those customers with special discounts or exclusive offers inspires repeat business and generates positive word-of-mouth referrals.
Starbucks’ rewards program helps members earn points (stars) for every purchase and redeem the same for free drinks and food items. It also offers personalized rewards, such as birthday treats and bonus stars based on purchasing behavior.
Provide support via social media
Your customers expect you to meet them where they are, and they are on social media. But before this, you must know where your customers are.
Use social listening tools to monitor comments on your products or services and develop a systematic approach to your response. Respond quickly and consistently to build rapport with your customers. Customers will often leverage your service or product because of how the complaint was handled.
Act on customer feedback
Collecting customer feedback and acting upon it should be a continuous process to improve your product. Asking for feedback on the communication with your brand through real-time surveys allows you to collect data, identify key areas of improvement, and work those improvements into your service or product.
Personalizing customer experiences is what sets your brand apart. With the right tools in your tech stack, you can offer customers unmatched CX at scale.
Using Radarr’s robust platform allows you to track customer sentiments while giving you a bird’s eye view of how customers perceive your brand and how you can offer them meaningful CX.
As you start reading this article, a customer probably puts a query on one of your social media channels.
While you progress to the following line, another customer is browsing through your website, which he found through Instagram ads.
Similarly, some might be entering physical stores at this moment while others are typing out their hard feelings, if any, about your brand online.
And you are sitting here, trying to cater to all these customers across several channels.
Keeping up with it is no easy experience, and finding out where they start from is even more complicated.
That’s where ensuring an omnichannel customer experience comes into play.
To answer all the queries in your head, we are here with an omnichannel customer experience guide that covers the whats, whys, and hows to deliver the exceptional experience your customers deserve.
What is Omnichannel customer experience?
An omnichannel customer experience aims to create a seamless and satisfying buying experience across various channels, including email, social media, physical stores, and websites. The idea is to provide a consistent experience across all channels to ensure we cater to customers’ different needs via different platforms. Whether online or offline, customers should feel like they are engaging with the same brand, be it messaging, service, or experience.
Let’s take an example of a sports brand to understand this better. A customer is looking for a new pair of sneakers. He starts browsing through Instagram and finds an ad for a brand with the latest collection. Intrigued, he clicks on the ad, which takes him to the website. He experiences different styles on the website, reads reviews, and adds some options to the cart.
Later in the day, when the customer is out, he receives a notification reminding him of the options waiting in the cart. He decides to visit their physical outlet to check those options out in person and is satisfied with his choices. Then, he purchases the same using the mobile app, which offers a loyalty program with many more benefits in his hands.
Now, notice the experience flow from social media to websites to physical stores and mobile app shopping. Imagine if the brand just focused on its physical stores with no Instagram advertising.
Or if the options that the customer added to the cart weren’t available in-store. Any break in the flow would have left the customer disappointed and no sales for the brand. That’s how important it is to deliver a positive experience seamlessly across every channel.
How effective is your CX strategy?
Before diving into omnichannel strategy development, let’s understand your current strategy. Conduct a customer experience audit of your existing strategy and see how effective the customer experience is across various channels. Here are some questions that will help you out:
What are the channels where your customers interact the most?
Understanding your key customer touchpoints is crucial to analyzing and figuring out the areas of improvement. For instance, if Instagram ads are where you get most of your website traffic from, see how you can run these ads better.
What are the tools and technologies you currently use to enhance your CX?
It’s almost impossible to go forward with omnichannel CX implementation without using tools and technologies. They make your lives easier and handle mundane tasks better. List the tools you already use and find the tedious tasks that require additional investment.
What are your customers saying about your brand online?
Now comes collecting data on how happy your customers are with your brand. This includes online reviews, comments on different platforms, and how frequently complaints exist with your products and services. Since social media is becoming a platform for outbursts when customers get disappointed, investing in a social listening platform can heavily benefit you. You can read more about it in our complete guide to social listening.
What are the competitors upto?
Lastly comes comparing your CX metrics to the top competitors in the industry. It will help you understand where you will fall short and devise plans accordingly. This will also help you differentiate yourself from competitors and highlight the factors that make you stand out regarding customer experience.
Building a cohesive customer experience across channels
There’s no one-size-fits-all approach when it comes to building customer experience. But here are some tips and strategies that never fall short.
Understand your customer’s needs and wants
Aim to deliver a customer experience that aligns with what your customers need. If you are highly active in responding to customer emails while customers are waiting for instant responses on their Tweets or Instagram, then there is an issue you need to resolve.
That’s where understanding your customers better comes into play. Build buyer personas that talk about the most common attributes of your customers. Collect data on their buying behavior, engagement patterns, preferences, etc. And that requires scouring through your existing customer base to understand the type of buyers you deal with. You can also contact customers and conduct surveys to get to know them better.
Map out the customer journey
Take note of all the touchpoints where customers interact with your business. This could include website visits, social media engagement, email communications, phone calls, in-store visits, and more. The idea is to map out all possible channels and interactions. Collect data on customer interactions from various sources such as website analytics, CRM systems, customer surveys, and social media insights.
Based on the collected information, segment your customers into different personas and define the customer journey stages. Next, map out the journey from the initial awareness, where they know about your brand and its products, to consideration, purchase, post-purchase, and advocacy.
Customer feedback gives you a deep dive into what customers like or dislike about their experience across different channels. Whether good or bad, it will help you understand your customers’ preferences, pain points, and expectations to tailor your customer journeys. Here are some specific things it will help you identify:
It helps identify usability issues on the website, a gap in product availability across channels, or inconsistent messaging
Highlight specific concerns customers come across during brand interaction
Help you understand the strategies that lead to a positive experience
Collect data that helps in personalizing your omnichannel strategies better
Therefore, work on collecting customer feedback using surveys, interviews with individuals or focus groups, and reading reviews online.
Investing in the right tools and technology
You collect customer data from various sources. Investing in the right tools that integrate with your existing ones to centralize customer information is crucial. It helps avoid duplication and ensure consistency across multiple channels.
When your customer experience platforms integrate seamlessly with CRM, marketing automation, and data analytics platforms, it gives you a complete overview of your customers and helps run targeted campaigns.
One core area of focus here is investing in scalable tools and technologies. As you acquire new customers, enter new markets, or introduce new products and services, integrated systems should ensure that customer data remains accessible and aligned with the business needs.
Identify both internal and external stakeholders
When your tools collect accurate customer data, it must also reach the right hands. That’s where focusing on both internal and external stakeholders comes into play. Internal stakeholders include marketing teams, customer service reps, data analysis, product development executives, and senior management.
At the same time, keep your external stakeholders, such as business partners, suppliers, investors, shareholders, and customers, in the loop. This ensures you keep everyone on the same page regarding brand image consistency.
Focus on enhancing post-purchase experience
Customers shouldn’t feel lost after purchasing your product. Strive to be the type of brand to assist customers after they buy your products. Firstly, give them directions on how to use the product and make the most of their purchase. A how-to infographic in their emails is the right way to go.
Even if you don’t go the extra mile, show them you aim to create a lasting relationship with their brand. A simple WhatsApp message would suffice. Here’s how Urbanic does it:
We love how they value their customers and use a special surprise as a motivator to understand their customers better. Your ost-purchase experience strategy should focus on communicating with customers and reminding them the brand is here to assist them.
Enhancing the omnichannel customer experience
Now that we have covered building a cohesive customer experience in our omnichannel customer experience guide, let’s move to the right ways of enhancing the experience.
Listen to your customers online
Most of the conversations regarding brands happen on social media platforms these days. Either you listen to these conversations online and improve your offerings accordingly, or you lose your loyal customers based on brands who do. But you can’t possibly scroll through every tweet online or Instagram comment throughout the day.
That’s where you must invest in tools like Radarr’s social media listening and monitoring that keep up with every conversation about your brand online. Connect your critical social channels and extract every core insight hassle-free.
It also allows you to add keywords or topics you want to listen to. So, it’s not just about reviews regarding your products or services but keeping up with industry trends and insights.
And it solves your most important problem — helps you stay on top of all conversations in one feed—no need to dive back and forth to see what’s happening on different social channels. Access every conversation you need in one dashboard and better understand your customers.
Learn from your top competitors
Some brands are exceptionally good at handling negative feedback online. Instead of ignoring those comments, deleting them, or arguing with the customers, they respond rightly. It’s not just about negative comments; brands even engage with random Tweets that call them out on something.
Take Allen Solly, for example; they made a basic error of typing coming soon as comming soon, and here’s what followed:
The idea is to go the extra mile to engage with your customers online. Similarly, look at competitors’ strategies in your industry to understand how they engage with customers online. Refine your strategy accordingly and make an extra effort to respond.
Provide exceptional customer support
If customers get stuck, your brand should do everything possible to help them. Some will search for the answer in a knowledge base. Regardless to say, have one with all the answers to common queries. Others will interact with your chatbots, which must have personalized responses to their queries. Regardless of their effectiveness, keep your customer support agents ready to assist further.
Even if you believe you aren’t getting many queries through emails, have personalized responses ready when you do. Lastly, create a community where customers can engage and discuss common issues. It will help them connect better and find answers quickly.
Enhance your omnichannel customer experience with Radarr
These days, having an omnichannel approach isn’t just an option—it’s essential. Recognizing that the customer journey can commence from various touchpoints, it’s crucial to adapt. This is where Radarr steps in, with AI and machine learning capabilities, to integrate and extract insights from all digital channels seamlessly.
With Radarr, no customer inquiry goes unnoticed. Picture the satisfaction of knowing that every social media comment or message receives a timely response. Regardless of your presence across platforms like Instagram, Twitter, Facebook, WhatsApp, LinkedIn, and more, Radarr consolidates all social profiles into a user-friendly dashboard.
Effortlessly craft standardized responses to common queries, ensuring consistent engagement. Moreover, Radarr employs sentiment analysis to prioritize conversations, allowing you to focus on addressing the most crucial ones promptly.
Your customers are accessing information about your business at all times.
Be it through your website, mobile app, or social media platforms, they are browsing through to know you better.
But are you delivering a consistently remarkable experience across all the platforms?
If your customer support team is manually on it, you are missing out on a lot of potential customers.
That’s where selecting a customer experience orchestration platform that engages and retains customers is crucial.
While there are a lot of tools out there, here are some parameters that will help you choose the right one.
How to choose a customer experience and journey orchestration platform
There’s no one-size-fits-all when it comes to selecting from the best CX orchestration platforms. You need to conduct a thorough analysis based on your business needs, compare the available options, test the ones that pass your requirements, and make a decision.
Let’s dive deep into all these parameters to ensure you put your money in the right tool!
Understanding business needs
What business objectives are you trying to achieve by enhancing the customer experience? Dwell on this question and get clarity on what you need to achieve—for example, improving customer retention rates, boosting revenue, or expanding market share.
Once you have clarity on your objectives, identify your customers’ everyday challenges. They might need help with consistent service across multiple channels such as email, WhatsApp, websites, or social media interactions. Or they might need more personalization as your communication is too generic. Go over all such areas and list the challenges you need to address.
As you work on these challenges, set KPIs to measure the results of your efforts. For example, if customers experience inconsistent communication across various channels, keep track of the channel switching and omnichannel consistency rates.
Similarly, keep track of your average response rate if they struggle with long waiting times. Just like that, identify all KPIs you need to track for success.
Research and evaluation
Now that you know to what extent you need to work on your customer journey orchestration, it’s time to explore the available options. Go through platforms like G2 and Capterra to get a list of the best CX Orchestration Solutions. During your research, compare the features and look for top features such as:
Customer data integration
Journey mapping and visualization
Automation and orchestration
Personalization and segmentation
Collaboration and workflow management
While browsing through platforms like G2, review the detailed reviews left by verified customers. You will better understand whether or not a particular CX orchestration platform is for you.
Here’s how brief and precise these reviews are:
Going through the list of best customer journey orchestration platforms will help you here as they clarify the available features and suitability. Similarly, you can read case studies of successful implementation to see if the tool remains beneficial in addressing your specific challenges.
Businesses use several tools for building customer relationships (CRM systems), marketing automation platforms, analytical tools, content management systems, and more. If all these systems function separately, you must manually insert crucial information.
That becomes a hurdle we need to avoid by choosing journey orchestration software capable of integrating with various tools and technologies. With this, the platform can easily leverage data and insights from multiple sources, automate processes, and deliver personalized customer experiences.
Scalability and Flexibility
Your business grows and evolves as you progress further with the right tools, technologies, and strategies. The tools you use must be able to scale with your scaling business needs. When selecting customer experience orchestration platforms, note that the volume of customer data, interactions, and complexity will expand with time.
Let’s say you have an eCommerce business with limited product catalogs and a small customer base. After proper CX orchestration platform comparison, you choose a platform that personalizes the customer experience, enhances the purchase journey, and improves conversion rates.
Initially, the platform works excellently at handling the data and interactions, providing personalized recommendations, and providing seamless cross-channel experiences. As your business continues to perform better, there will be an increase in customer data volume, additional channels and touchpoints, complex customer journeys, and possible global expansion.
To accommodate all these changing needs, the CX orchestration platform should be scalable, ensuring optimal performance during peak periods.
Go through their pricing plans and packages and compare the additional features of every upgrade. Choose the one that can accommodate a lot when the need finally arises. If not, you must go through the hassle of selecting a customer experience orchestration platform again.
AI and Automation
You probably have tons of customer data waiting for analysis. While your team members can efficiently handle it all, AI makes it more accessible. In fact, a recent survey of 1000+ customer service professionals revealed that 66% of respondents say that using AI positively impacts business performance.
Most of these professionals use AI to assist with their tasks, for instance, routing conversations to the right agent. All the simple requests that can be quickly answered are handled by the AI itself, which is becoming increasingly crucial as the survey revealed that 26%-50% of questions that agents get are basic requests such as the user number, account details, etc.
Instead, agents can focus on more complex or pressing issues.
Now that you know the importance of AI in customer service, search for a customer journey orchestration platform with AI capabilities that allow the platform to analyze large data sets in real time. This gives you more information on your potential customers, which ensures personalized communication across different channels.
The algorithms also give you a sneak peek into future buying patterns based on historical data analysis. It also simplifies your decision-making process by giving you contextual data categorized properly to help speed up the process.
You can easily send personalized messages, product recommendations, or modify pricing strategies to improve each customer interaction. Lastly, your team gets the time to focus on high-priority tasks as it automates repetitive tasks such as segmentation and campaign execution.
Vendor Reliability and Support
When you invest in a software solution, you will likely need assistance to get started.
The platform might have all the crucial features you need, but is customer support highly responsive? Do they respond to queries in minutes or weeks of writing multiple emails?
Reviewing these details and identifying how much these platforms value their customers is necessary. They should be reliable and helpful enough to guide you and help you make the most of every feature.
Also, sometimes, there are promises of feature upgrades, but verify whether or not they stand up to their promises. You can look for reviews online and ask on Quora and other online communities to get a clearer picture.
Look at the pricing part closely during the CX orchestration platform comparison. It helps you understand the platforms that fit under your budget and find hidden costs. Some platforms will give you clear pricing information and features included in them, while others give a custom quote.
Say your scale of operations is high, with complex customer journeys and an increased level of customization needed; you need to invest in a platform that caters to the same under your budget.
Different pricing models are involved here, and you can choose the one that fits the best. Some of them are as follows:
Subscription-based pricing with a recurring fee based on the number of users, volume of customer data, and usage level
Usage-based pricing with an amount set on metrics such as customer interactions, campaigns, etc.
Tiered pricing with different tiers based on factors
Custom pricing models that are tailored to your specific requirements
Carefully analyze each pricing model and choose the one that best fits your requirements in the present and future. If a platform seems suitable, request a demo or trial to get a better understanding.
Note that certain platforms charge additional fees for customization and integration to other tools and systems. They might also charge extra for data storage and migration, contract renewal, and upgrades. Consider all these costs when going through the best CX orchestration platforms.
User Training and Adoption
Some of the best CX orchestration platforms come with a steep learning curve. Your job is to catch the ones that require a high degree of technical knowledge. It’s safe to assume that not all of your customer service reps will possess that knowledge and require additional training. This increases the cost and the time spent adopting and implementing the platform.
Instead, look for a platform with an easy-to-use interface that supports quick adoption. You must also ensure the platform provides adequate learning resources and support in the initial stages. This could include tutorials, documentation, and other online resources explaining the various ways of using the platform.
Furthermore, if your team needs more experience operating such tools, go for the platforms with the most minor complexity.
Final Decision and Implementation Plan
Gain clarity on what exactly your business needs and the selected CX orchestration platform must cater to the same. Rather than rushing to decide, thoroughly analyze and read articles online. Use platforms that assist in making comparisons based on features, pricing, and customer support.
Taking all this into consideration, go for demos of shortlisted platforms. With that, you can select the right platform for customer journey optimization.
From the above discussion, one thing is clear— we need powerful AI and machine learning algorithms to deliver an exceptional customer experience. That’s what Radarr delivers, as it helps you understand your customers through platforms they generally use.
On all social media platforms, be it Instagram, Facebook, or Twitter, no query or complaint goes unanswered. And it’s important to make your customers feel seen, heard, and valued if you are trying to give an experience they cannot forget.
Want to know more about how Radarr can help improve your customer experience?
Today, buyers are more discerning and have higher expectations than ever before, making personalization an indispensable tool for your business. 71% of customers want businesses to provide a personalized customer experience. And when companies fail to deliver this, 45% of customers say they think of business elsewhere.
Thus, creating a data-driven personalization strategy is the key to unlocking customer success and fostering brand loyalty. But where do you get started? It’s where this blog serves as your personalized customer service blueprint, guiding you through a step-by-step process to create one.
What is Personalized Customer Service?
Today, businesses, no matter how big or small, understand the importance of personalization in customer service. But do you know that it goes beyond simply addressing customers with their names or asking them how their day is?
It’s about understanding your customers and using that information to tailor the customer experience. Since not all customers are the same, personalized customer service allows you to treat customers as individuals based on their distinguished attributes, preferences, and patterns.
Take, for example, Walgreens omnichannel customer service. They allow customers to pick up items ordered online in the store and also physically purchase them in the store. If a customer has previously purchased a health supplement online, a reminder email is sent on the expiration date to refill it. Additionally, customers receive app notifications when their orders are ready for pickup at the store.
Step by Step Customer Service Personalization Guide
Here’s your personalized customer service blueprint for creating tailored customer experiences and fostering brand loyalty.
1.Understanding Customer Segmentation
The first step to creating personalized customer service is to segment your customers into groups based on shared characteristics or behaviors. This categorization can be done based on demographics like age, gender, location, or more complex data points like purchase history, website browsing behavior, or engagement with marketing campaigns.
The goal of segmenting your customers is to understand them better and create customer experiences that speak directly to them. The result? It makes customers feel valued and understood, ultimately boosting customer retention and sales.
2. Collecting and Analyzing Customer Data
The next step in our personalized customer service blueprint is to gather customer data from various sources. This includes website interactions, feedback and surveys, and social media engagement. This data will help you understand more about customers, their preferences, purchase history, and even pain points.
Why is it important? The answer is that it will help you make personalized recommendations, address customer issues promptly, and anticipate future actions.
3. Creating a 360 Degree Customer View
Now that you have collected customer data from various sources, it’s time to combine them into a single, unified view. This holistic approach aims to help you understand the customer journey and interaction with your brand.
With a 360-degree view, you can accurately predict customer needs and preferences, allowing for more personalized interactions. Plus, personalizing experiences across all touchpoints helps you create a seamless and satisfying customer journey.
However, aggregating data from various sources isn’t an easy task. It’s where Genesys, combined with the capabilities of Radarr technologies, can help you create a complete picture of your customers, including their sentiments, what they think, and how they interact with your brand. Using this information, you can anticipate customer needs and provide better service.
4. Implementing Personalized Communication
One of the most important steps in the personalized customer service blueprint is implementation. Once you’ve segmented your audience, tailor your communication to their preferences. This includes channels like email, SMS, social media, or live chat. Some customers might prefer one channel over the other.
For instance, Gen Z customers may prefer text messages or social media, while millennials or boomers might prefer phone calls and emails.
You should adapt not just the channel but also your brand voice and tone to fit your customers’ emotions, needs, and preferences. To save time, scale your efforts, and increase engagement, you can further automate your personalized outreach.
5. Customizing Products or Services
Make product recommendations based on customer browsing history, past purchases, and wishlists. This allows customers to see a range of alternative products similar to what they bought previously or are browsing currently and choose the best one based on their needs.
Likewise, you can offer a customized customer care process by understanding customer needs. For instance, AT&T discovered how new customers needed help to decode their first bill, resulting in high customer queries. Thus, the company started delivering personalized service tutorials to explain each section of the bill. Customers told them how they were happy with the service, and the customer support team was benefiting from less workload.
You can even allow customers to choose features, colors, designs, etc., to personalize a standard product. Like Nike By You shoes and Dell custom PCs.
6. Proactive Issue Resolution
The next step in our personalized customer service blueprint is offering proactive issue resolution. Here, you can use customer data from website interactions, social media mentions, and surveys to identify recurring issues and pain points. Additionally consider using a sentiment analysis tool to track customer sentiment across various platforms, identifying areas for improvement.
Once you have the data, it’s time to implement a proactive customer support system. Here, social media listening and monitoring tools can help you create a set of standardized responses and replies to repetitive queries to help your team respond to followers faster.
7. Personalize Customer Interactions
Your staff and employees play an important role in personalizing customer interactions. Make sure your staff has in-depth knowledge of your products and services so they can make recommendations based on customer needs and preferences. Additionally, train your staff to develop skills like name recognition, adapting customer communication, and actively listening.
Encourage frontline employees to offer personalized solutions and go the extra mile for customers. This fosters a sense of ownership and builds stronger relationships.
Most importantly, ensure seamless integration across all touchpoints (website, email, social media, and phone) to provide consistent and personalized experiences regardless of the interaction channel.
8. Seeking Customer Feedback
Next step in our customer experience personalization guide is seeking customer feedback. Remember that customer feedback is a treasure trove, helping you improve your service and build lasting relationships. But don’t limit yourself to posting interaction surveys. Opt for in-app pop-ups, email questionnaires, and social media polls to gather feedback at different touch points. Make sure you also tailor your surveys based on demographics, purchase history, and engagement levels for better insights.
Once you collect customer data, analyze sentiment, identify recurring themes, and categorize feedback by topic, product, or service. Use sentiment analysis tools to gauge overall satisfaction and identify areas needing immediate attention.
Also, implementing feedback is important to make customers feel that you value their input. Inform customers about how you’ve implemented their feedback or the changes you have made.
9. Measuring and Iterating
Last but not least, the most crucial step in our personalized customer service blueprint is measuring and improving!
But for that, you need first to establish key performance indicators (KPIs) such as customer satisfaction (CSAT) score, net promoter score (NPS), resolution rate, and first contact resolution.
Then conduct regular assessments of KPI performance to identify trends and areas for improvement. Compare your performance to industry standards or top competitors for insights.
To improve your personalized customer service strategy, make adjustments based on data and feedback. Encourage a culture of ongoing learning and experimentation within your service team. And most importantly, seek new technologies and tools to enhance your personalization capabilities.
This will help you build a dynamic and effective personalized customer service strategy that fosters lasting relationships, drives loyalty, and results in business growth.
We hope our step-by-step customer experience plan serves the purpose. It’s time to learn from real life examples.
Learn from Real Examples to Create Personalized Customer Service Blueprint
Need help to create a personalized customer service blueprint but don’t know how? Draw some inspiration from the following two brands:
1. Warby Parker
The eyewear brand offers a customized customer care process through several platforms, such as:
Their website allows customers to try on their glasses virtually with the help of a webcam to ensure a good fit and style match.
The users answer questions about their preferences and get curated recommendations.
Personalized advice from experts and stylists helps customers get proactive responses to their queries in real-time.
The brand seeks post-purchase feedback, offering replacement guidance and addressing any other issues.
Lesson learned: Leverage technology and human interaction for creating tailored customer experiences, fostering trust and loyalty.
The shaving brand focuses on data-driven personalization in a subscription-based model. Here are a few strategies that the brand uses:
Users answer detailed questions about their shaving habits and skin type, leading to a custom shave kit recommendation.
Customers can easily adjust blade frequency, type, and other preferences based on their evolving needs.
Based on subscriber data, Harry’s identifies trends and develops new products catering to specific needs.
The brand offers loyalty programs and reward systems that personalize the experience and incentivize engagement.
Lesson learned: Leverage data analysis to tailor products and services to individual needs, creating a dynamic and responsive experience for long-term customer engagement.
Personalize Your Customer Service With Genesys X Radarr!
Personalized customer service is the key to success for any business. Now that you have a step-by-step customer experience plan, it’s time to implement it and create a loyal customer base that keeps coming back.
It’s where you can leverage tools like Radarr to:
Track brand mentions and sentiments.
Identify key customer issues and trends.
Offer proactive customer support.
Identify and engage with brand advocates.
Create personalized content and offers.
Combining Radarr Technologies capabilities with Genesys Cloud will free you from the silos and limitations that prevent you from delivering personalized experiences wherever your customers are by harnessing new insights and capabilities to create loyalty and gain a competitive edge.
So, what are you waiting for? Explore the capabilities of Genesys combined Radarr technologies and craft personalized experiences to fuel your business growth.