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CUSTOMER EXPERIENCE SOLUTIONS

WHAT ARE CUSTOMER EXPERIENCE SOLUTIONS?

Customer experience solutions provide businesses with the tools they need to monitor and improve the way their customers interact with their organizations. But why is customer experience important, and who should care about the customer experience? The customer experience is important for businesses because it helps them understand their customers better, as well as gain insights that can be used to improve customer service.

Essentially, the customer experience involves every step or action that customers take along the buying journey, from their initial contact with an organization to the point of purchase. The customer experience is relevant to virtually all companies.

The customer experience industry is growing rapidly thanks to the new, innovative solutions that have come about in recent years. These include automation tools and AI. Customer experience solutions companies offer the tools and resources for other companies to manage their customer experience-related tasks.

For instance, some of these platforms enable users to build AI-powered chatbots that can assist site visitors. Others allow them to build FAQ pages and create resources to help customers self-serve and/or get in touch with live support agents if necessary. With more people shopping online, the digital customer experience has become more important than ever, which is why businesses are putting more and more effort into these solutions.

Lexer’s digital customer service solution is connected to a CDP that houses comprehensive customer data and insights. Lexer’s customer experience solutions help businesses access detailed information about their customers so they can personalize communication according to each customer’s behavior and preferences. In addition, with Lexer, you can streamline your workflows, centralize your inboxes, and work with easy-to-use tools that can help you improve the customer experience from every angle. Customer experience solutions like these can transform the customer journey.

CUSTOMER EXPERIENCE MANAGEMENT

Good customer experience management is crucial to providing better customer service in general. The customer experience management definition includes marketing strategies and technologies that center around customer engagement, and businesses need to get a holistic look at each aspect of the customer experience, from support to inquiries to purchases. Understanding how customers are interacting with their organization and how successfully—or not—they’re meeting the needs of those customers can help companies come up with better strategies for managing the customer experience.

Customer experience management services draw on several customer experience management concepts, including engagement and delivery, to provide helpful solutions to customers. By managing the customer experience through each digital touchpoint, businesses can promote higher levels of customer satisfaction. This is critical to maintaining good customer relationships and meeting the ever-evolving needs of those you serve.

Because CEM is such an important (yet challenging) aspect of business operations, it can be helpful to put a specific team or task force in charge of the process. Having a team that’s solely responsible for customer experience management can be a good way to ensure that all items are dealt with quickly and effectively. Rather than having multiple people from different teams scrambling to come up with strategies and solutions, you can assign a person or group of people to handle the process. Either way, CEM is an important part of business operations and should be treated as such.

CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE

Customer experience management software can help businesses take control of their CEM process and streamline their workflows. So what is experience management software? Experience management software refers to a suite of digital solutions that allow businesses to manage their customer relationships, extract and analyze customer data, and execute on objectives for improved customer service.

Digital experience management software is a type of experience software that provides solutions for the customer experience in the digital space. Online shoppers have different needs than those shopping in brick and mortar stores, so it’s important for digital retailers to take these needs into consideration when designing customer experience tools.

Digital shoppers, for example, often require more extensive support options than in-store customers, as they are unable to interact directly with staff. Businesses can respond by implementing chat features, email contact info, FAQ pages, and so forth. These can all be implemented with CEM software.

A customer experience software provider can help get you started with the tools to improve your CEM process. Lexer is the best customer experience software provider because it enables businesses to combine their service channels into one streamlined inbox to provide efficient and personalized service. With Lexer you can simplify your customer experience workflow, keeping better track of your items and communicating more easily with customers. Lexer’s platform offers the tools and resources to help you meet the needs of those you serve and stand out in the area of customer service.

CUSTOMER EXPERIENCE PLATFORM

Customer experience platforms provide the tools and resources for users to create and deliver digital experience solutions. A digital experience platform can enable you to get more out of your customer experience process, bringing all your tools together in a centralized location for easier access. It can also be used as a reliable data source. Streamlined data can be easier to use, which is yet another reason you might consider working with a customer experience platform.

There are many digital experience models that can help you get started on your CEM process, or even find a customer experience provider. For example, the digital experience platform Magic Quadrant framework was designed to help companies choose tech providers. The quadrant is divided into challengers, leaders, niche players, and visionaries. It charts companies according to their strengths, placing them where they fit best on the compass. This makes it easier for businesses to visualize each provider and get a better sense of what they bring to the table.

When choosing between digital experience platform companies, it can be helpful to utilize a resource like the Magic Quadrant to gain a deeper understanding of the platforms currently shaping the CEM landscape. It can also give you an idea of who offers what. Lexer’s customer experience platform turns disconnected data into actionable insights that can be used to drive sales. In this way, Lexer is helping to transform the customer experience world, making it easier for companies to engage with and understand their customers on a deeper level.

CUSTOMER EXPERIENCE STRATEGY

Developing a solid customer experience strategy is the first step in improving your customer service model. But how much does customer service impact the customer experience? The short answer is: a lot. Providing quality support to customers in need is crucial to providing them with a good experience overall. If someone visits your website looking for resources on a particular product or service, you want to be sure that you can answer their questions and meet their needs as effectively as possible.

How you go about serving your customers can look different, depending on your business type and whether you operate from a physical retail location or online, but the ultimate goal should be to offer your customers options. They should be able to hop onto your website and access a chatbot just as easily as they should be able to call your support line. The idea is to make getting support as simple and straightforward as possible. This goes a long way in creating a positive customer experience.

The future of customer experience is likely to involve the development of new technologies to meet the needs of digital customers. It’s no secret that more people are shopping online than ever before, and forward-thinking businesses are looking for solutions to improve the customer experience right now and in the immediate future.

To achieve real customer experience transformation, businesses must continually look for ways to solve existing issues, as well as any challenges that may arise down the road. Analyzing customer data can give you a better understanding of these issues and allow you to make informed decisions about where to go next.

CUSTOMER EXPERIENCE TOOLS

There are many types of customer experience tools that can enhance your CEM process. Some tools, for instance, can help you design personalized experiences for your customers, targeting their unique interests and preferences. One of the main benefits of customer experience tools is that they are often automated, meaning that they can operate without manual assistance. This can be a great option for businesses that want to take a hands-off approach to certain tasks.

Viewing customer experience statistics can give you a better idea of which tools are most useful and what sorts of things customers are looking for in their buying journey. What tools do they find particularly helpful? What would they like to see more of? How well are you currently meeting their needs?

Customer experience analytics are a gold mine of information that can be used to improve the customer experience, and so it’s important for businesses to pay attention to their data. An experience platform like Lexer can help you pull data from disparate systems into a single location, allowing you to better analyze that information. This can, in turn, enable you to create personalized experiences for your customers.

Click here to learn the top 15 reasons customers choose Lexer as their preferred CDP partner and vendor.

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