Published | January 11, 2018

Deciphering Vendor Speak, Part 2: ‘Improve the Customer Experience’

Vendor Speak Improve the Customer Experience

Product may not be exactly as shown

Vendors have a similar language when it comes to describing the benefits of their solutions but that doesn’t mean you’ll get the same results with every solution. Whether you’re looking for CRM, customer engagement, business process management, or a customer insights platform, it’s worth your while to ask each vendor how their solutions deliver on their promises. In part two of Deciphering Vendor Speak, I’ll provide some insight on what NexJ means when we say our solutions help you improve the customer experience.

First, let’s think about what we all want as customers. We want a pleasant, efficient experience. We want our vendors to know who we are, what business we have with them, and what our preferences are when dealing with them. We don’t want our time wasted. In short, we want to feel valued and our time respected.

NexJ incorporates those very same desires as governing principles in all our products. Our integration-first philosophy is based on our belief that the only way to deliver a truly personalized and efficient experience is to ensure that all customer-facing users in all channels share a common, comprehensive view of the customer. Siloed CRM solutions can only serve up the information stored within them and, therefore, users have access to very limited data for sales and service activities. On the other hand, users of NexJ’s integrated solutions have access to all enterprise data, as well as external data such as public newsfeeds and social media. At a glance, they can view current information about all interactions and transactions, including in-flight processes carried over from other channels. They can view the customer’s existing products and services, account information, past interactions, service requests, interests and goals, and much more. They can also view the same information rolled up along the customer’s household, professional, or corporate relationships. And they can ensure that all vendor-initiated interactions occur in the channel of the customer’s choice, at the time of the customer’s choice.

This information can also be used at the corporate level to improve the customer experience by eliminating redundant touches from different divisions, adding or removing the customer from particular marketing campaigns, and calculating customer value for loyalty programs based on any combination of factors, including household value and spheres of influence.

Knowing the customer is of paramount importance. So is respecting their time. NexJ helps firms deliver streamlined and efficient experiences in a few different ways. First, the comprehensive customer view described above increases efficiency. It ensures users have all the information they need to complete sales and service activities quickly. No need to toggle between multiple systems looking for information. The comprehensive customer view also eliminates redundant information requests across users at handoff points or across channels. At any point in time, any customer-facing user has access to the most current information about the customer. Anyone who has ever called customer service and been transferred between agents knows how much time that saves, not to mention the frustration that can be avoided when you don’t have to give the same information over and over.

In addition, NexJ ensures that processes such as onboarding and Know Your Client are easy and efficient. NexJ Customer Process Management guides users through form fill and approval processes, ensuring all necessary forms are filled out at once. Because forms are prefilled with existing customer information, customers only need to provide outstanding data and never have to repeat it for multiple forms. And because there’s no guesswork about which forms are needed or which fields are mandatory, customers are never called back to complete more forms.

Finally, NexJ provides reasons for users to reach out to customers with proactive, non-financial touches.  An artificial intelligence engine suggests research and news articles that are relevant to each customer’s unique interests and users can share them as emails, newsletter articles, or social media posts. These personal interactions help customers feel valued … to feel like they’re more than just an account number in the eyes of the company.

These are just some of the ways NexJ helps firms improve the customer experience. Next time we’ll talk about what we mean by increasing productivity. Are there any other phrases you’d like to find? Leave a comment below or send me an email. I’d love to hear from you

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