Happy customers drive sales. Recent research finds that customers are willing to pay more for a better customer experience (CX). As customers are no longer only comparing products and prices, CX is the key differentiator you’re competing on.

But investing in the right software to improve CX isn’t easy when you take into account customer interactions across various channels and touchpoints. 74% of people say they will shop elsewhere if a company seems disorganised, and 96% think businesses need to improve communication. Many brands are failing or falling behind due to poor touch point experiences, and it’s clear that a lot of desperate situations could have been avoided with better CX and communication tools.

What should my business consider?

Start asking yourself some hard questions to get to the bottom of your current situation.

  1. What do my customers need? What channels are they using, now and in the future?
  2. Do I need external or internal communication tools? Or both?
  3. Do I have old/ current data and conversations to migrate?
  4. What data and analytics do I need? How can these reports support my business decisions?
  5. What tangible impact will it have on sales and customer experience?
  6. Is it secure? Where is the data stored, and is there end-to-end encryption?
  7. What is the timeline for implementation? When do I need it?

Different providers offer variable features and plans that don’t have a consistent structure, so identify and prioritise your must haves, and need nots. Make use of free plans and trials to experience the tools first-hand before committing.

See more: 5 ways to supercharge your online customer service and customer journey

Use live chat to curate intelligent customer experiences, globally

Customer satisfaction rates for live chat interactions are 98%, higher than all other channels. As a touch point for online customer service, shoppers value the instant connection and you can leverage the additional data to design stronger experiences.

But not all live chats are created equal! maaiiconnect is a customer engagement software that combines telecom and digital channels. With a unique dashboard and insights, businesses can easily access data to transform customer experiences through a live chat widget that includes video call, in-call video advertising, web call, intelligent routing, SMS, virtual numbers, and international toll free numbers.

Combine traditional telecom channels with the latest digital features

Check whether the solutions can be integrated with other software/ systems that your business uses, and which communication channels are available; such as web communication, traditional telecom, and social media. If your staff may work from home, cloud-based solutions typically can be used anywhere and on multiple devices for team collaboration and customer engagement.

65% of employees are not engaged at work due to confusing communication systems and processes. Don’t create new bottlenecks by adding more layers, as consumers pay the price with slow response times and shift business to competitors.

Companies that communicate effectively can see sales increase by 20% with a 4.5x increase in staff retention, proving a clear link between strong team collaboration channels and better customer experience.

Look for a unified communications tool with one dashboard

Using a single dashboard that converges all the telecom and digital channels your customers use, along with team collaboration tools, is an effective foundation to begin improving customer experience.

With many businesses using multiple international toll free numbers, virtual numbers, emails, social media accounts, video conference providers, chat widgets, SMS services, instant messaging etc, costs pile up and staff get stretched juggling everything. A unified omnichannel communication solution such as maaiiconnect is the future of business communications, keeping costs down with customisable packages, and an easy to use all-in-one dashboard. The maaiiconnect Essentials Plan is a free package with all the web-based communication features you need to create powerful customer experiences.

Don’t wait until it’s too late! See how maaiiconnect can transform your customer experience with our use case