Five Important Softwares to Improve Customer Experience

When Bain & Co. examined 326 firms, they found that 80% of the companies believed that they delivered “superior customer service” but only 8% of the customers agreed with what the companies said.

Companies do strategic planning and implement accordingly to improve the quality of their services which in turn shall increase customer acquisition rate.

As business communication is one of the important aspects of customer service, companies use various softwares to upgrade this communication process, including sms services for small business. If you don´t know what is text analytics software then you should definitely consider learning more so you can find out how to improve your business.

Search engine optimization (SEO) is a must if you have utter seriousness of making your website work potentially well and have real business worth from it in times to come. SEO is a comprehensive and fruitful activity and if you really want to stay in online business network for long and good time, it is very important to have SEO done for your website with the help of expert professional of the field; visit for additional information. When you go for a detailed search for SEO services, it is relevant and beneficial to hire best SEO Company to get success results in quick time. Here is the best 5 ways to improve customer service, do visit.

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Here is the list of 5 important softwares which every organization should use:

i) ResponseTek is designed to access the data of a website as well as a company’s social media platform. It helps in collecting customer insights and acknowledge and acts upon any social media crisis in case there is any. One can definitely regard it as an “early morning system”. Along with providing an access to targeted surveys, it can create surveys of innumerable types.

ii) Adobe Experience Manager is a comprehensive digital marketing solution for companies and includes features such as web analytics, paid advertising management and is capable of analyzing digital content. This software helps you to manage content and build assets for mobile and social media channels. You can easily integrate this system with any other existing software within your organization. So, the leads you get, do not get away from you.

iii) Clarabridge is a customer intelligence tool, wherein you can listen and interpret the customer voices in order to understand customer preferences and the existing market scenario, influencing both top and bottom line profits. Moreover, this customer sentiment analytical tool makes you aware of the unusual happenings to act upon immediately. If you are looking out for product strategy opportunities, this tool is a brilliant idea to alter changes according the customers’ preferences.

iv) ClickTale is a software to measure customer behaviour on your website. It enables you to check the experiences that people encounter while they are on their phones, tablets or laptops. One of the interesting features of this software is that it records the videos of a person’s visit on your website. Also, you can integrate this software with Google Analytics in order to identify users/visitors from a particular segment.

v) Satmetrix allows you to understand the link between customer behaviour and business outcome. Comprehending customer choices and behaviour is one of the important aspects to make a business work better. With Satmetrix you can create segmented surveys in order to collect feedback of the clients to implement strategic changes to improve the customer experience.

Customer acquisition is easy, but retaining them is not an easy task. The first step towards retention is to improve customer experience strategies, and these software can be a path towards a value added customer service experience.  Since consumer experience holds prime importance for any software development company, many of them lean towards software outsourcing, which will solely help to focus on the experience, with the aid of third-party services.


About the author

Asmaa Mubita is a Kenyan journalist of international repute with over fifteen years of experience in broadcast journalism. Asmaa Mubita began his journalism career at the Kenyan state broadcaster (KBC) and later worked at the KTN owned by the Standard Group and Citizen Television, the flagship brand of Royal Media Services. These exploits together with his reporting experience with the Voice of America, CNN and BBC have been rewarded with local and global recognition.