Technical tools can help you create great customer experiences. And a new Nextiva platform, NextOS, aims to help businesses do just that.
NextOS is a complete operating system for businesses. It includes a CRM system, a chat function, a survey platform, enhanced analytics and much more. And everything is accessible from a central dashboard, so companies can make sure that all their customer data and actions are consistent throughout the organization.
CEO Tomas Gorny announced the new operating system during a presentation at the Talking Stick Resort in Scottsdale as part of NextCon 17. During the presentation, Gorny explained how the various features of NextOS can help companies exceed their expectations. And other members of the Nextiva team have joined on stage to share how the platform can solve problems for different departments and business functions. And of course, all these features are designed to help team members create better experiences.
Here are some tips from Gorny's presentation that could help your business create great experiences that exceed the expectations of your customers.
Capturing Relevant Information
You can not hope to exceed customer expectations if you are not sure what these expectations are. For this reason, you must collect relevant information about your customers. This does not just mean getting their name and email address. It means capturing their real preferences through buying habits and surveys. NextOS includes a CRM and survey platform to help you collect this information and then access it in one place to make better decisions that truly reflect what your customers want.
Predicting trend-based behavior
Once you have this information, you must use it to predict what your customers will want in the future. You can try doing it yourself if you work with limited clients. But it's an inexact science. Instead, automation can help your business take the next step towards predicting customer expectations. More specifically, NextOS has a machine learning component that can help you understand the trends and information you are collecting. Then, its automation function can give you steps to make the most of this information.
Let customers choose how to interact with you
"Customers want an effortless experience," said Gorny during his presentation.
This means letting them define the parameters of how they communicate and interact with you. Regardless of the degree of targeting of your customers, some of you will prefer to call you, others will prefer email or live chat, and still others will opt for communications on the internet. social networks. So, offering all these methods is paramount.
Simplifying the processes for employees
In addition, you will probably have several team members who interact with customers at different points in the purchase process. You must therefore ensure that all employees have access to the same information. And the key decision makers in your business should also have access to this information.
Gorny said, "We need to have a complete view of our customers so that we can provide this information to our entire organization."
This means limiting the amount of applications you use for different functions. You should not have information from your customers in one place with survey data in another and prospecting data in another. By making all of this data easy to read and assimilate for all members of your team, it's easier for all parties to deliver a great customer experience.
Update your technology
And of course, the technological tools you use can also make a big difference in the customer experience. If you are using obsolete systems that are bogged down with a lot of data or do not have access to all the latest features, your customers might opt to do business with other companies that can better anticipate their needs. and offer a more consistent experience.
Images: Anita Campbell / Small Business Trends
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