Market analysts anticipate rapid growth for the global UX market, from an estimated $465 million in 2021 to over $1.3 billion in 2028. Companies know that investing in UX initiatives will lead to better customer engagement and retention. Let’s take a look at several customer experience tools that brands can use to optimise the digital user experience.
Customer Experience Tools Improve UX
UX—or user experience—is a critical element for increasing sales, repeat customers, and overall business value. Without a good brand experience, customers find it hard to stay and engage. Pain points in this area can deter even loyal customers from completing transactions. Unsatisfactory UX also makes it hard for customers to recommend a brand to friends and family. On the other hand, excellent UX leads to higher levels of customer satisfaction, increased sales and completed transactions, and an attractive brand reputation.
To provide the best UX, brands need to leverage the right customer experience tools across multiple channels. These instruments include marketing automation tools, social media management platforms, sales automation tools, and customer feedback tools.
Marketing Automation ToolsMarketing automation tools take care of routine manual tasks like email campaigns, lead generation, and nurturing. Sophisticated tools are also capable of segmenting audiences and analysing campaign outcomes. One commonly used tool is email marketing automation, which saves time by completing required tasks:
- Schedules emails for targeting and follow-up
- Personalises content
- Optimises subject headings
- Analyses email campaign performance
- Reports email campaign outcomes
Email automation improves UX by immediately following up with targets. Email marketing tools also personalise content and serve customers’ needs by sending them the right information appropriate to their journey stage.
Social Media ManagementSocial media management tools help brands maintain a social presence and oversee activities across platforms. Brands can use these tools to:
- Schedule posts
- Publish content, including multimedia formats
- Recycle posts across social platforms
- Engage with customers on social media beyond business hours
- Direct customers to landing pages, FAQ pages, and customer service
- Analyse and report social media performance
Social media management tools engage users with relevant content and timely posts. These tools can be optimised to engage audiences during peak hours on different social media channels. As customers spend more time online, social media management tools also improve user experience by providing automatic answers to basic questions (e.g., What are your business hours? Where are you located?) and directing customers to the right resources.
Sales AutomationSimilar to marketing automation, sales automation tools handle routine tasks that take up a great deal of time. These include:
- Following up with leads
- Segmenting prospects
- Sending invoices
- Scheduling client appointments
- Forecasting sales
- Analysing and reporting sales performance
Sales automation tools can help personalise follow-up strategies like targeted emails and campaigns for specific leads and audience segments. They are also useful for handling delicate scenarios like payment reminders—without any personal interaction between customers and personnel. These automations help improve users’ experience and smooth out potential areas of friction along the customer journey.
Feedback ToolsCustomer feedback tools like surveys tap directly into an audience’s thoughts to assess user experience. They can also collect information about:
- User satisfaction
- User pain points
- Customer expectations
- Areas for improvement
- How customers use products, services, or digital channels
- How customers navigate digital channels to get what they need
- The amount of effort required to resolve an issue
To truly gain valuable insight, feedback tools should be optimised to obtain customers’ responses quickly in a manner that suits them. Survey tools must also be designed to ask simple questions that draw genuine answers. Customer insights can then be applied to improve user experience and drive conversions in customer journeys.
In summary, brands can use customer experience tools to understand and improve users’ experiences through automation, personalisation, engagement, and feedback. CX tools include marketing automation tools, social media management platforms, sales automation tools, and feedback tools like surveys.
Optimise Customer Experience Tools With Treasure Data
Treasure Data Customer Data Cloud is your one-stop enterprise solution to optimise all customer experience tools. Check out what you can do with our platform: Marketing and Sales Automation. Automate email and marketing campaigns with Treasure Data’s marketing automation system. Easily integrate platforms such as Marketo, Salesforce, MailChimp, HubSpot, and more. Automatically move prospects toward conversion with Treasure Data’s Journey Orchestration.
Our enterprise CDP enables marketers and sales teams to activate audience segments across all channels with one click. Engagement. Engage customers on leading social platforms and keep track of their data and activity. Integrate social media analytics and tools like Facebook Ads Insights, Facebook Page Insights, Instagram User and Media Insights, Twitter Audience Insights, YouTube Analytics, and more into Treasure Data’s CDP.
Then use it to update customer profiles, measure performance, and create accurate audience segments for activation. Customer feedback. Collect and ingest customer feedback data like survey responses with Treasure Data’s CDP. Correlate these with performance metrics or use them to enrich customer insights. Compare audience sentiments over time and keep track of UX initiatives’ performance.
You can also:
- Collect and centralise customer data from all sources
- Unify customer profiles using online + offline data
- Analyse customer journeys
- Derive actionable customer insights using Machine Learning techniques
- Personalise customer experience at all customer journey stages
- Track and improve the performance of CX/UX initiatives
- And more
Treasure Data Customer Data Cloud is an integrated suite of cloud-based customer data platform solutions. Treasure Data provides insight by collecting and centralising customer data, unifying profiles, and analysing journeys to surface hidden trends in customer behaviour.
To learn more about how you can use Treasure Data’s customer data platform to improve UX and boost results, consult an expert today. Want to learn more? Request a demo, or contact us for more information.