You’ve put it off for a long time. And by “it” I mean “automating your customer experience program.” I get it, change can be scary. But let me tell two things:
- it’s OK, and
- you’re not alone.
There are still legions of businesses that haven’t automated their customer experience programs. Which means a significant competitive advantage for those who do—and especially those who do it now.
With the ubiquity of smartphones, consumers’ expectations for a fast, seamless customer experience are higher than ever. Your team needs to be able to not just react, but anticipate customer needs and wants.
Still not convinced automation is the way to go? Here are 3 signs that it’s time to get up to speed.
1. Spreadsheets are spreading your team thin.
In today’s landscape, there’s no reason your team should be wasting precious time manually aggregating data, copy-pasting information from emails and other sources into spreadsheets. By automating the delivery of your customer satisfaction surveys and the collection of results, you’ll free up your team for higher-value tasks (while reducing your operating costs).
Furthermore, the data you gather needs to be visible to and shareable with key members of your team. Which leads us to our next sign that it’s time to automate:
2. The right people aren’t getting the information they need when they need it.
If you’re still relying on a manual process, your team likely engages in another time-sucking step: responding to requests for data from other members of your organization.
The right customer experience management solution can seamlessly integrate with your existing CRM. For example, your sales team can instantly access valuable insights (like a particular customer’s Net Promoter Score) so they can tailor their approach.
3. You don’t have any survey experts in the house.
This may seem counterintuitive, but it’s fine: it’s rare for many companies to have survey scientists on the payroll. Which is all the more reason to automate. The best automated solutions lift the burden of expertise off your team’s collective shoulders, and give you higher quality insights.
What if your new automated program’s not perfect?
Remember: your new program doesn’t have to be flawless from the gate. Nobody gets it right immediately. It’s more beneficial in the long run to get started as soon as possible, learning and making improvements as you go.
What else can automation do for me?
Still interested in getting your customer experience program up to speed? Check out our webinar to hear how TripleLift, a technology company specializing in programmatic native advertising, went from a manual to an automated customer experience program.