Customer Experience Automation Prioritized

A CX Automation Platform that Drives Engagement and Loyalty
customer experience automation illustration

Automated Customer Engagement – With the Individual in Mind

Proactive Management of the Customer Experience

Customer experience has become an all-consuming priority for companies over the past few years. At least for the ones that are truly listening to their customers’ needs. Currently, 73% of customers attribute experience as the most mitigating fact in their decisions to purchase from a company.

Today, 42% of consumers are willing to pay a premium to their providers for an enhanced experience. On the flip side, they are quick to switch brands after an inferior one: a recent study determined that up to 96% of customers would potentially leave a brand they love after a single bad interaction.

For this reason, most companies feel it is imperative to proactively manage their customers’ experience to achieve long-term success. And with an estimated collective buying power of nearly $150 billion (and growing), no generation finds customer experience more enticing and motivating for purchases than Gen Z.

Unlike previous generations, Gen Z has come to see experience as a must-have, not a nice-to-have. With that, companies have to be more forward-thinking in how their consumers interact with their brands. Truly customer-centric companies undertake vast projects to map their customer journeys, and identify the desired future-state and changes they need to make. And the challenge lies in execution.

customer experience automation software illustration

But Why Automation? 

With thousands or even millions of customers flowing through complicated journey maps, organizations struggle to understand where their customers are in their individual journeys, where they encounter friction, and how the company can improve processes to offer better experiences.

In an effort to achieve true customer engagement, enterprises struggle to provide personalized communications at scale, taking into account each individual’s preferences such as language, communication channel, and time of day, among others. They seek to deploy digital experiences that differentiate them from their competitors, and engage their audience. And with 73% of customers preferring to solve issues and access information themselves, self-service is more important than it has ever been. All of this requires the ability for customers to access it anytime, on their chosen device.

With MHC EngageCX, customer experience automation software, enterprises large and small across a broad range of industries are able to map their customer journeys, monitor and proactively manage their customers’ experiences, and interact with their customers in a way that builds true engagement and long-lasting loyalty. EngageCX offers a user-friendly way to ensure that your customers get to know and trust your organization.

The Value of Customer Experience

0 %
of customers will avoid a company for as long as 2 years after a negative customer experience.
0 %
of consumers consider customer experience more important than price when deciding to make a purchase with a brand.
0 %
of customers will recommend a brand to a friend after a single positive experience.
0 %
of customers who have had a positive experience with a brand will make another purchase from the company.

CUSTOMER EXPERIENCE VIDEO

Don’t Monkey Around with Customer Experience

The unusual circumstances behind Emma’s lost phone notwithstanding, she learned a valuable lesson in just how important quality service is to a customer’s overall experience. Using this hard-won knowledge, Emma sought out ways to enhance the experience of her own customers. With the help of MHC, she learned the importance of customer experience automation.

How Does Customer Experience Automation Work?

The Pillars of a CX Automation Platform

CX Automation Pillars - Customer Journey Mapping illustration

Customer Journey Mapping

Leverage EngageCX, MHC’s customer experience management software, by using customer journey mapping to identify milestones and Moments of Truth. Trigger personalized communications at critical points of the journey. Analyze customer behavior, track each customer’s progress, the number of customers at each milestone, and identify where customers encounter friction or fail to convert. Remedy issues, adapt to changing market conditions, measure improvements, and iterate to optimize the customer experience.

Customer Engagement Monitoring

Empower customer service agents with a full 360-degree view of communications with each customer and their progress through the journey using EngageCX. Track interactions with electronic communications as well as activities on digital interfaces using automated customer engagement. Leverage engagement dashboards to measure customer engagement and identify successful communication tactics and areas for improvement.

Customer Engagement
CX Automation Pillars - Customer Communications Management illustration

Customer Communications Management

Customer Communication Management is a vital part of ensuring a quality customer experience. Capture and maintain customer preferences, personalize communications based on those preferences, and deliver them via the customer’s selected channel. Leverage EngageCX, MHC’s CX automation platform, to send the right message at the right time in the customer journey. Send fully automated communications from the Journey Map or on-demand, initiated from a digital experience interface or call center agent.

Customer Analytics

Measure the success of a new customer journey map with EngageCX, a high-impact cx management platform. Use executive dashboards compiling powerful analytic tools to identify trends in both the customer base and the broader market so you can react as the market requires. Assess the performance of specific campaigns and individual communications to improve effectiveness by calibrating communications and tactics for optimum impact.

CX Automation Pillars - Customer Analytics illustration
CX Automation Pillars - Digital Experience illustration

Digital Experience Platform

Meet customers wherever they are—on any device, at any time, with a flexible, purpose-built cx automation platform optimized for each user’s screen. Use EngageCX to empower customers with self-service capabilities that drive down call center costs and improve customer satisfaction. Rapidly deploy a single point solution to solve an immediate pain point or combine solutions to automate a cohesive customer journey.

Get to Know Your Customers with

MHC Engage CX

Your customers are your most valuable asset. So shouldn’t you truly know and understand their needs? Offer an automated customer experience using EngageCX – benefiting both your customers and the business that relies on them. Using MHC’s cloud based CX automation platform, gain visibility into where your customers are and communicate with them in a way that fulfills their needs. Ensure that this most-important asset will walk away from every interaction with you eager and excited to recommend you to others. 

GROW ALONG WITH YOUR CUSTOMERS:  Account for your customers’ unique needs by using EngageCX to craft and deliver documents prioritizing convenience and impact. Gain insight into behavior with customer journey mapping and analytics.

AGILITY IN DEVELOPMENT: EngageCX is proudly built in-house, giving us the ability to seamlessly maintain technology, resolve issues, and upgrade functionality without relying on third-party solutions.  

Flexible

SELF-SERVICE FOR FLEXIBILITY: You want control over your processes. Without having to engage other parties to assist. EngageCX gives you the agency to easily build, manage, and maintain your communications on your own.

UNIQUE SOLUTIONS FOR UNIQUE NEEDS: No two customers are alike. EngageCX allows you to produce and deliver communications personalized for tone, language, channel, and other preferences. 

Outstanding Documents Make
Memorable Customer Experiences

Documents drive engagement. That seems like a simple statement on its face. But to steer your organization’s ship towards increased and more meaningful engagement, utilizing document automation is the answer. MHC’s customer experience management platform, EngageCX, is how you’ll get to that ultimate destination.

Consistency is the key to a great customer experience. Leverage MHC’s customer experience management platform to build a flawless experience every single time. EngageCX will streamline document production and assembly to deliver high-quality communications in your brand image that support customers’ reliability. Eliminate human error and reduce the dependence on customer service in the process.

EngageCX Smart Documents offer a customer experience like no other. Make bills, invoices, and statements more engaging by including interactive elements that not only make navigation easier but provide enhanced information. EngageCX, MHC’s customer experience management platform, provides 24/7 access to customers’ live account data without relying on a fully-staffed call center.

Complete forms, personalized letters, and other correspondence using EngageCX, MHC’s customer experience management platform. Gather data from agents, from customers via the online portal, or automatically through integration to business applications. Extend the digital experience to all users, enabling data collection for quotes, applications, claims, and other documentation needs. Interact with customers 24×7 without requiring call center support.

Customer Experience Automation Across Industries

Every single time a customer interacts with a company, they expect a rich experience tailored to their individual needs. And they don’t want to settle for less. Bad experiences offer customers easy excuses to leave a company they previously supported, and a truly bad experience can motivate them to share their negative ordeal with a vast audience.

Customer expectations exist for any business, but for industries involving more client interaction, the stakes are even higher. Simply put: the quality of customer experience ultimately defines an organization’s success. Industry-specific CX automation demands a superior experience that is often the main differentiator within these very competitive markets.

HEALTHCARE
Motivate trust and reliability within the healthcare agency by utilizing customer experience management solutions such as EngageCX. Communicate with customers about their most private information in a personalized and interactive way.

RETAIL
With the number of moving parts and the sheer volume of communications needed in the retail sector, customer experience automation platforms like EngageCX are more important than ever. Change the speed, efficiency, and effectiveness with which you can run your company.

TELECOM AND UTILITIES
Automate utility communications to boost engagement at key moments in the customer journey. Leverage EngageCX, MHC’s utility customer experience analytics solution to make informed decisions while delivering bills via the customer’s preferred channel.

FINANCIAL SERVICES
Discover MHC’s customer experience solutions for banking and financial services. Streamline banking correspondence and wealth management communications to engage customers and build strong bonds.

INSURANCE
Leverage personalized communications that motivate customers to connect with the brand. Automate claims processes via workflow management. Streamline claims and policy correspondence with MHC’s EngageCX solution designed for insurance customer experience.

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Get to Know MHC

Find out how you can combine and configure MHC’s solutions to automate your most critical processes and empower teams to meet their goals. 

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Use CX Automation to Know Customers Individually Engage Customers  Empower Marketing Campaigns Save Time in Call Centers Deliver Self Service Respect Customer Preferences

The goal of customer experience automation tools is to offer a flexible and agile solution that no longer requires a business to create a new block of complicated code to connect their CRM system with document templates. With MHC’s CX automation platform, this can all be done in-house or with the help of a third party. The former might take more time while the latter costs more money- but you can save on both with EngageCX.

Companies can ensure they are always up to date with customer information while making sure they are delivering the appropriate document types, through the right channels, accompanied by content most relevant to the targets. Find out the myriad benefits of using MHC’s customer experience management platform:

Not Knowledgeable of Customers’ Individual Needs?

SOLUTION

Get to Know the Customers Individually

To even begin communicating with customers, brands must know who they are and what they want at a fundamental level. Customer experience automation helps companies understand individual customers from every angle with a full view of their contact data, preferences, and communications history.

Ad-hoc changes can easily be made to all data in real-time; allowing customers to either make adjustments through an automated system or by calling company representatives. Truly knowing the audience helps brands craft the perfect messages to serve a wide range of personalities and their specific needs.

Lack of Automation for Engagement?

SOLUTION

Engage Customers with Automation

Use the magic of automation to spark customer engagement at the ideal time in the customer journey. The customer communications management capability in EngageCX allows companies to trigger accurate communications on time and as frequently as the customer prefers. Leverage custom experience automation to deliver desired information through any medium in the format that best meets their personal preferences.

Challenges With Producing Memorable Documents?

SOLUTION

Make Documents Memorable

Use documents to organically interact with your customers- giving them an opportunity to understand more about your company and its mission as they receive information vital to their own experience. Reduce negative memories of your company by eliminating misprints, typos, bland imagery, or extraneous information that lessens the quality of their experience with your company. EngageCX, MHC’s customer experience management platform seamlessly integrates brand images, videos, and essential content into communications via highly interactive documents.

Documents Not Providing Insight Into Customers?

SOLUTION

Leverage Documents to Learn about Customers

Documents are also an opportunity for businesses to learn about their customers. It’s helpful when this process is a two-way street, creating for businesses channels for valuable feedback. Moreover, elements in documents such as charts and tables can provide information about the customer’s individual needs and preferences via customer analytics. 

Documents become touchpoints, as critical as any transaction, both starting and perpetuating the customer journey. Reap the benefit of this knowledge using a customer experience automation platform like MHC’s EngageCX.

Struggling With Inconsistent Communications?

SOLUTION

Use CXA to Empower Marketing Campaigns

The lifecycle of a successful customer communication campaign begins and ends with marketing. Our customer experience management platform, EngageCX. Offers customer engagement management capabilities by giving businesses the option of ongoing correspondence. 

Using dynamic ads tailored to customer preferences and history offerings a more meaningful interaction, providing more upsell and cross-sell opportunities based on a customers current and future needs. Prolong customer lifetime value by using regular communications to raise brand awareness and bolster company revenue.

Time Wasted With Call Centers?

SOLUTION

Save Time in Call Centers

Customer experience automation with MHC EngageCX is a gamechanger, allowing customer service agents to perform operations much faster and with a quicker response time by leveraging a single platform. This experience funnels towards a positive customer experience, providing a much more personal interaction with customer data at the ready, and freeing agents up to field more customer service calls.

Reliance on Organization to Access Info?

SOLUTION

Deliver Self-Service

Customers are exceedingly looking for the independence of a self-service model that will allow them to access and change data without depending on your company’s intervention. A CX automation platform like EngageCX saves time and money by streamlining customer service operations and offering a direct, on-demand experience where customers can bypass the call center altogether. The tools in a CCM solution provide an intererface utilized by both your staff and customers, allowing them to change information as their convenience.

Issues with Supporting Standardization and Compliance?

SOLUTION

Standardization and Compliance Made Easy

The synergy between customer experience management platforms such as EngageCX and communications is vital to legal compliance. Among the various compliance regulations across industries, best known is the mandatory unsubscribe feature in email campaigns. 

Along with preference information, profiles relay the customer’s willingness to engage further with the company at a given time. The status can be changed instantly and applied to document distribution projects with no lag, protecting the company from time-intensive and potentially costly legal, and compliance satisfaction requirements.

Need for More Respect to Customer Preferences?

SOLUTION

Effortlessly Respect Customer Preferences

With traditional legacy systems, there is always a need to bridge customer preferences from the CRM to the templates, because otherwise, the distribution mechanism stands alone. MHC’s customer experience automation software, EngageCX, delivers all of the tools in a single solution.

This way, the distribution of documents is tied to customer information so profiles can dictate template styles, delivery format, and other variables to meet individual customer needs.

How do they want their documents delivered? When are they most likely to view them? What information is most useful? The answers to these can be easily inferred from customer profiles, which are only effectively populated using CRM integration.

MHC Enables Stronger Customer Connections

Organizations worldwide leverage customer experience automation software by MHC to enhance their customer engagement, reduce operating costs, and take control of their customer experience processes. Thousands of companies across a broad range of industries ensure compliance with corporate branding and legal standards while establishing genuine connections with their customers—one at a time.

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