The pandemic has increased the number of customer touchpoints and simultaneously complicated the sales funnel process for employees to track. At the same time, the satisfaction of employees is the underlying factor that drives customer experience in the favor of the company. This fact is supported by the recent study, which found that satisfied employees are motivated to outperform competitors to almost 147%. However, many SMBs and SMEs are not equipped with the right stack of tools to either measure the CX or to drive actionable insights to optimize EX and CX strategies. However, consulting Zoho CRM Expert and getting CRM customized to match your business needs can actively resolve this issue.
So, if you are wondering exactly what employee experience has to do with the customer experience, then let take a drive to the customer touchpoint. In past, only a few touchpoints started from the content on the website to call. But with the global penetration of digital media after the pandemic, the customer touchpoints have been increased to 200, including social media, support, and website, etc. This has also complicated the process of providing a consistent customer experience.
Here in this article, we have explained the key challenges that business has to face while devising a strategy to scale employee and customer experience. Along with this, here you will find a detailed account of Zoho CRM, how it has organized the tech stack to support the need of SMBs.
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Challenges Faced By Businesses While Implementing EX And CX Strategy
- Like we said above that digital media has created multiple touchpoints, and this is the first challenge that businesses have to face while creating a strategy to implement consistent experience. The touchpoints are increasing day by day, this makes catering to customers difficult.
- Another challenge that is businesses frequently faces while attempting to integrate all touchpoints into a single system is the inflexibility of their system to either integrate a new application and not have enough technical expertise to navigate the problem. However, reaching out to Zoho Consultant and certified Zoho Partner can resolve this problem.
- Another problem that arises after integrating multiple platforms to a single CRM is managing the silos of data. This makes data retrieval difficult for both sales and support executives. Moreover, it increases the wait time for the customer. On the other hand, customer touchpoints in the digital realm are changing continuously and are considered unpredictable. Therefore, the problem of providing consistent services to customers across platforms becomes difficult when support or sales executive have to browse through dozens of tabs and files to get themselves familiarized with the problems.
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How Zoho CRM Plus Aim To Resolve Customer Experience Challenges
The solution to disconnected systems and silos of data is in implementing CRM that contains customer-centric features, such as Zoho CRM plus, and show metrics that empower sales and support teams to provide contextual and swift assistance to the customers. For this very reason, Zoho has created a unique stack of tech and developed a CRM suite that connects sales, marketing, services, and analytics and brings everything to a single platform. This further helps the employees in getting a 360-degree view of customers including demographics and psychographic, along with the intuitive tag that helps them distinguish between potential leads from non-potential ones.
Besides, Zoho CRM consists of all essential applications that an employee might require while interacting with customers including Zoho Zia. It is an interactive AI that employees can use to decode the influx of data and make data-driven decisions. Like we said in the above passages the customers go through 200 touchpoints before landing on the support page or hitting the purchase button. Hence, studying the behavior of customers allows the support teams to devise a proactive strategy and turn visitors into paying leads by providing contextual and consistent support to the customers.
In addition to the deep insights and customer behavior, using Zoho CRM Plus and AI you can actively monitor the success journey of a customer, identify the hurdle they faced, and map efforts by turning raw data and connecting silos into actionable insights.
Lastly, since the employees are the first touchpoint of customers, therefore, the system is designed in a way that any employee can customize the dashboard, access information, and use Zoho Zia’s interactive voice command feature to turn raw data into insights, without having any technical expertise. Moreover, it is easy to set up and offer scalability features. This means you won’t have to change CRM, just integrate the application you need by reaching out to Zoho Integration Consultant and enjoy unparallel security.
Conclusion
The pandemic has widened the horizon for both customers and companies. According to an estimate, a customer goes through 200 touchpoints before interacting with the support or sales agents. In this process, they produce a huge amount of data, studying which can answer the pressing question about how to optimize the sale funnel and reduce churn. However, the most important aspect of a successful customer experience is empowering employees. And, this goes beyond just having an understandable and empathic human resource department. Rather a business needs to equip their employee both mentally and physically with the right stack of tools that align data, provide proactive insights into the customer with the help of signal layer, offer intelligence that requires less effort on account of the employee to interpret data. For this very reason, Zoho CRM offers Zoho Zia an AI feature along with many others. To know more about Zoho Contact Zoho CRM experts at Techloyce.
