Customer Experience Automation
An exceptional customer experience starts with visibility into critical customer communications and touchpoints.
Orchestrating Ideal Experiences for Every Customer
Studies show that the newest generation of consumers values customer experience over most other considerations. That in itself is a compelling reason to work toward enhancing your customer journeys, but there are other benefits as well. An improved customer experience process provides visibility into key customer touchpoints and communications, giving your organization valuable insights into what your customers really want. It’s also important to remember that there is no such thing as a single, ideal customer lifecycle. Every customer takes a unique path through your organization, with different goals in mind. Being able to identify key touchpoints and potential points of failure along each customer’s path is important for building the flexibility to provide them with a customer experience that builds true engagement and long-lasting loyalty. Being agile enough to act on those findings quickly and effectively is even more important.
How Can Automation Improve Customer Experience?
Automating customer communications can be a key to creating unique experiences for your valued customers. When customers have more meaningful, authentic interactions with your organization, they are more inclined to not only keep coming back, but also to spread the word about their experience. Automating more of your customer experience can help your organization:
Increase customer lifetime value
Every customer expects a personalized experience, but managing every experience on an individual basis is simply too time-consuming to be feasible. Automating customer communications provides your organization with visibility into your own processes and valuable insights into how customers interact with you. That allows you to build more meaningful relationships while creating a one-on-one experience that makes customers feel valued and keeps them coming back.
Use information to drive growth
The data analytics generated by an automated customer communications solution provide deep insights into individual customers, specific campaigns, and the broader market. Deeper visibility helps your organization adopt a more realized customer experience mindset, which can drive revenues an estimated 4 to 8% higher than those of competitors with less of a focus on customer experience.
Reduce costs and improve business processes
The insights afforded to your organization by an automated solution allow you to take stock of all communications and touchpoints, which in turn helps to identify bottlenecks and possible points of failure. That information is vital to both predicting customer issues before they arise and pinpointing customer needs before you reach out. That helps reduce the time and money spent dealing with those issues.
“ MHC’s modern CCM platform has customer-centricity at its heart, enabling it to empower customers to meet their evolving business goals. While EngageCX is a very rounded suite in itself, MHC has taken it even further by incorporating it within its newly developed MHC NorthStar platform, allowing it to serve as a versatile front-end CX layer to back-end automation processes. The new combination delivers a powerful and agile platform that is poised for exciting growth. “
Kaspar Roos
CEO & Founder of Aspire
The Value of Customer Experience
How Does Customer Experience Automation Work?
Let’s take a closer look at some of the key elements EngageCX uses to help you assess and adjust your processes to provide a great customer experience.
Customer Engagement
Monitoring
Take a 360-degree view of your communications with each customer by tracking electronic communications and activities on digital interfaces via our dashboards. Pinpoint areas of increased customer engagement and those that need work.
Customer Analytics
Generate real-time customer data analytics that help to identify both customer and market trends. Learn what messaging resonates most strongly with your customers with insights into campaign performance, individual communications, and customer feedback.
Customer Journey Orchestration
Get a better understanding of your customers’ journey, and help them along by automatically sending personalized communications at critical points of the journey. Analyze customer behavior, track progress, track milestones, and identify pain points that can be improved to provide the level of experience customers expect.
Self-Service Interactive Documents
Complete forms, personalized letters, and other correspondence. Gather data from agents and customers via the online portal or integration with business applications. Collect a wide range of data without call center support, including quotes, applications, claims, and other documentation needs.
Integrated Customer Communications Management
Capture and maintain customer preferences, personalize documents and communications based on those preferences, and deliver them via the customer’s selected channel.
Smart Documents
Make bills, invoices, and statements more engaging and simplify navigation by including interactive elements that provide enhanced information. Get 24/7 visibility into customers’ engagement while minimizing calls into customer support.
Request a Personalized Demo
Ready to see how MHC EngageCX can revolutionize your organization’s customer communication and document automation processes? Sign up now for a free demo!
Marco Kuster
Head of Innovation and Digitization
” MHC has empowered us to be an innovator in our field
We now provide new services to our customers,
increasing our value to them and growing our top-line revenue. “
Randy Leatherwood
Director of Application
” We have achieved incredible value with MHC’s solution, and that value will increase exponentially as we continue to deploy the solution to additional processes.“
Aspire Leaderboard
” MHC’s dynamic capabilities are second-to-none and its modular product portfolio makes it very adaptable to customer needs.”
José Luis Betances
Director, Business Analysis
” MHC’s design tool puts power in the hands of our business users, freeing up IT. ”
Mel Yuson
Enterprise Architect, Essilor International S.A.
” The Professional Service is the handholding.
And not even just handholding. It can be a takeover in the first few months, first few weeks until the internal teams learn. Confidence building. Along the way, we are confident. But there are new things coming in. There’s a fallback – there’s a Professional Service.” “
“ The difference will be evident in the experience ”
