Improving and enhancing the customer experience should be the goal of every business.
Regardless of industry, a business that prioritizes the customer experience is setting itself up to earn more revenue and build its brand profile.
That’s where customer experience (CX) tools come in. These tools enable your business to improve and monitor customer interactions effectively.
They can help you take care of your customers while empowering employees to engage confidently with product and service users.
The customer journey can be complex and multi-faceted. However, with the right customer experience tools, you can find new ways to amaze those who build your bottom line.
CX tools are software a business can use to interact with its customers throughout their journey. They take various forms, from survey and feedback tools to analytics platforms and onboarding software.
While CX tools can vary widely, they all aim to enhance your customer experience.
Customer experience tools are different. They may be broad in their CX capabilities or focus on a specific aspect of the customer experience.
While they share the same goal of helping you serve your customers better, some are more suitable for certain businesses.
When selecting the right CX tool, consider your overarching objective and how you can achieve your business’s unique goals.
Seeking deeper insights into analytics? Want to pinpoint the products that resonate most with your customers? Prioritize tools that emphasize web tracking and analytics rather than treating them as secondary features.
Additionally, consider the size of your team. If you choose tools requiring extensive hands-on interaction and management, ensure your team can handle these demands.
You can also opt for intuitive tools that require minimal ongoing interaction. Some tools are suitable for teams of all sizes, including small to mid-sized groups.
Deciding on the right customer experience tool or tools is challenging. It requires a deep knowledge of your team's processes and capabilities. You also need a clear vision of your business goals and aspirations.
However, the right tools are well worth the investment. They can increase customer loyalty, convert more leads, and retain current customers.
The tools outlined below can guide you through every customer experience stage, from onboarding to service.
Analyzing user behavior on your website can help you optimize the user experience.
Web tracking and analytics tools can reveal how long users spend on each page of your site, how much time they spend on your site in general, and what pages attract the most traffic.
One of the original web tracking and analytics tools, Google Analytics is still a standard for enhancing customer experience.
Google Analytics offers the fascinating Behavior Flow tool. Its graphic shows how users move through your site and where they bounce off.
It also features intuitive dashboards so you can see how well your optimization efforts are working and how user behavior is actively developing.
Google Analytics is also free, making it an excellent choice for teams and organizations with little to no budget for web tracking.
Mixpanel is a web analytics software for mobile and web applications.
It improves the customer experience by analyzing retention analysis results to identify early signs of customer churn. This allows you to address customer experience issues before you experience any losses.
With Mixpanel, you can see users' paths to conversions, , monitor in-app user behavior, and examine retention analytics to address groups with signs of churn.
Mixpanel is free for up to 100,000 monthly tracked users, with more advanced features available with paid plans.
Google Marketing Platform, formerly Google Optimize, is a unified advertising and analytics platform that promises smarter marketing and enhanced results.
Through Google Marketing Platform, you can analyze app and site analytics, drive better marketing results, and get a complete view of all your digital marketing campaigns.
Access to Google Marketing Platform also connects you to Google's best-in-class customer support team. You’ll also receive educational benefits, such as free webinars and articles about supercharging your marketing content.
It effortlessly integrates with all other Google solutions, including Google Ad Manager and Google Cloud.
Google Marketing Platform is free to use. Companies that want to invest in advertising can use Google's other web analytics solutions, including Google Ad Manager.