Customer experience is all about how the customer perceives the journey of doing business with you, which is made up of many touch points.
Customer experience management (CEM) consists of managing all these interactions to insure that customers’ perceptions are positive and consistent over time, leading them to remain loyal to your brand. This includes everything from filing tickets to better facilitating remote access.
To do this, you need to leverage technology. Below are 8 great CX tools for IT companies.
Freshdesk (customer helpdesk software)
Freshdesk is one of the best customer experience tools for IT companies. It is a help desk software for post-sales support and allows your customers to submit their complaints and feedback, which you and your team can address at any time. Freshdesk has all of the features you need to provide great customer service, including live chat, email integration, knowledge base/FAQs management, issue tracking, social media integration and detailed reports.
Freshdesk also provides a Customer Relationship Management system that lets you manage relations with clients by understanding what they are saying, tracking where they heard about it from, following up on leads automatically etc. They have a very efficient marketing platform as well called Frontline, through which you can launch surveys & quick polls among your customers – and drive targeted and relevant communication.
Spiceworks (help desk and IT community software)
Spiceworks is a help desk software that also includes a community of IT experts. With Spiceworks, you can track the tickets your team is working on, find answers to common problems, research new solutions and collaborate with experts in your field.
Spiceworks is free for small businesses with less than ten employees. Worth mentioning here is their Help Scout web app, which is an email help desk that lets you collect & organize all customer communication through emails – without needing to depend on any third party supplier or CRM platform.
Zendesk (customer support software)
Zendesk is one of the best customer experience tools for IT companies. You can create an interactive help centre knowledge base by uploading articles and tutorials for self-service. With Zendesk, you can also provide a safe and engaging customer support experience on your website by using live chat. Whenever there is a visitor ready to get help or ask a question, the agent receives an instant notification, so they can respond quickly with their knowledge, vastly improving customer service.
Loggly (logs search and analytics software)
Loggly is a cloud-based log management & analysis service that helps companies extract value & insights from machine-generated big data logs.
Loggly is very efficient in parsing x raying variable length, multi-lines of logs which is not possible with traditional syslog solutions. This feature makes it one of the best customer experience tools for IT companies. Its “Searchable Logs” search capability allows you to use powerful queries in order to instantly find specific log events or patterns in your server/application history.
Salesforce (customer relationship management software)
Salesforce is one of the most popular CRM solutions. It has often been stated that it is one of the best customer experience tools for IT companies. Salesforce allows you to create & manage leads, track sales opportunities and monitor your customers’ behaviour across multiple channels. With Salesforce’s mobile app, field sales teams can stay on top of opportunities wherever they are.
Avaya (business communications platform)
Avaya helps enterprises connect with their customers in a whole new way. The Avaya Engagement Environment enables businesses to deliver amazing customer experiences by making it possible for employees to engage customers through any channel – voice, video, chat or social media – while offering marketers access to deep customer profiles that are essential when planning personalized offers.
This tool allows you to make a detailed inventory of all the computer components inside your company. With this list, you can determine which parts are still working and which need to be replaced. This solution is one of the best customer experience tools for IT companies because you no longer have to purchase or rebuild an entire system when one part breaks down – it allows you to fix only what needs fixing.
Datto SaaS Protection
This is a backup & disaster recovery tool to reduce downtime in case of data loss, so when something goes wrong with one device, it doesn’t bring down the whole business.
These are just a few of the best customer experience tools for IT companies, but there are many more out there. The companies that have been mentioned in this article have demonstrated their excellence and expertise by getting some pretty impressive customer reviews on G2Crowd. Using them will definitely help your IT company grow.