The world of technology has been moving at breakneck speed for some years now. The technology landscape is constantly changing and modernizing. This speed has extended to the world of customer experience or CX, and most CX platforms now are expected to meet the growing demands of the customer and be based on the latest trends in information technology. Whether it is a CX agent or a client, the closer to the future of technology your CX platform is, the more likely you are to serve a better customer experience.
Let’s take a look at five features of a NextGen CX platform.
There are multiple advantages to having a platform that is based on cloud-native computing. If your CX platform is located in the cloud, it becomes far more robust and efficient than if it were a part of a local server. Making changes to your platform and deploying these changes for the benefit of your consumers becomes easier than ever. Cloud-based CX platforms are also easier to maintain and are not restricted to geographical location or the availability of a particular network.
Skill-based routing is already beginning to become an essential requirement of a CX platform. A CX platform that uses intelligent routing will consider the needs and requirements of a customer, and then route the ticket to the agent who is most capable of handling the given issue. Skill-based routing utilizes the best qualities of a CX agent and brings an immense amount of efficiency to the customer service process by reducing the wait time of the customer. Most of the companies operating on VOIZ — a CX marketplace, use intelligent routing systems.
During a time when a majority of people of the world have been restricted to their houses, remote CX has become the only option to ensure business continuity. This has come as a boon to various prospective CX agents who could not leave their houses. They can now earn a fair amount of money sitting at home. Platforms such as VOIZ allow them to choose the type of job that they want to do and the number of hours they want to do it for, all remotely. BPOs and companies are moving their CX to a remote workforce. These remote workforces are generally full-time employees. Still, the cost reduction is not much for companies. But with VOIZ they get a remote gig workforce — part-time and one-time at pay-as-you-use pricing.
The omnichannel approach to CX is meant to provide customers with a seamless experience across all touchpoints. If your CX platform is truly omnichannel, it will recognize the activities that you are a part of on other channels and alter your experience accordingly, and you can communicate to your customers with a clear history of the customer’s previous interactions.
Gone are the days when you could carry out your CRM and CX-related activities in siloes. CRM and CX integration contributes to far better efficiency in both these departments. Integrating CRM and CX also allows the issues of your customer to be solved more expeditiously, and leads to better customer satisfaction.
The above 5 features are bound to be essential requirements of any CX platform in the future. Over and above, you can look at market places like VOIZ to power your process with a remote workforce. At VOIZ, your CX system can be integrated with a plug and play remote workforce. VOIZ is a marketplace where you can not just hire remote CX agents, but train them, and manage your CX delivery along with integrating your CRM and next-gen cloud to maximize your process and people efficiency.