Blog |

5 Software Integrations to Upgrade Your Customer Experience

By Sean Fielding

Published 28 July 2023

In today’s complex customer service landscape, managing customer support operations can be challenging due to the multitude of customer experience software, applications, and integrations available. Decision-makers and customer experience managers frequently struggle to determine which integrations would best suit their teams’ needs.

Although there is no one-size-fits-all solution, we have identified five crucial software integrations that, regardless of your industry, can revolutionise your customer experience and give you a competitive edge.

5 Integrations to Improve Your Customer Experience:

WhatsApp Business

Integrating WhatsApp Business into your customer experience or customer service platform can be a game-changer for the quality of your customer experiences. By embracing this communication channel, you’ll meet customers right where they feel most at home, paving the way for real-time conversations and heightened availability.

When comparing WhatsApp to other channels, there are three key benefits to consider:

1. Convenient Customer Service

One of the primary advantages of integrating WhatsApp into your customer service is the seamless 1-1 communication it facilitates with your customers. According to a Tyntec report, WhatsApp Business improves customer service by 225% while also increasing sales by 27% and conversion rates by 20%.

Unlike traditional phone calls or Live Chats, WhatsApp offers the convenience of asynchronous communication. Customers can engage with your teams at their own pace without feeling rushed by time constraints. They can send messages when it suits them best, and your customer agents can respond accordingly. This flexibility fosters a more relaxed and customer-centric approach, increasing customer satisfaction and loyalty.

2. Global Reach and Accessibility

With WhatsApp’s extensive global user base, integrating it into your customer service platform enables you to reach customers across the world.
Whether they’re in bustling cities or remote corners, WhatsApp allows you to connect with them effortlessly. This global accessibility not only broadens your customer base but also strengthens your brand’s presence on an international scale.

3. Multimedia Support for Enhanced Engagement

WhatsApp’s multimedia capabilities, including photos, videos, and file attachments, offer a dynamic way to engage with customers instantly. Agents can share visual guides, product demonstrations, or important documents to provide a more comprehensive and personalised support experience.

Connex's WhatsApp integration being used provide a smooth customer experience via WhatsApp.
A conversation happening in Connex using the WhatsApp Business integration.

WhatsApp in action: To learn more about how businesses are using WhatsApp communication to improve customer engagement, read our blog on WhatsApp for Business.

Payment integrations

When it comes to handling customer payments and transactions, streamlining the process is paramount for delivering successful customer engagement.

By integrating a secure payment system directly into your customer experience or customer service platform, your business gains the power to process payments seamlessly during customer interactions while adhering to PCI DSS compliance standards.

The result? A significant time-saving for both agents and customers, providing a frictionless purchasing experience that enhances customer satisfaction. Not only that, but the convenience of in-call or in conversation payments serves as a powerful catalyst for increasing sales and revenue, making it a win-win situation for both your company and your valued customers.

CRM integrations

In the fast-paced world of customer service, smooth and uninterrupted conversations are the holy grail for customer support teams and customers alike. Nobody wants to hear the dreaded “please wait while I look up your details.”

To provide exceptional and effective experiences, customer service teams must have quick access to existing customer data, details of previous communications, and any notes for personalisation.

Integrating your existing Customer Relationship Management (CRM) system with your customer experience platform accomplishes just that, providing a seamless 360-degree view of each customer. By connecting CRM platforms like HubSpot or Salesforce, your agents can effortlessly tap into comprehensive customer data, gaining valuable insights without navigating away from the conversation.

With CRM integrations, your customer service gains a powerful advantage, transforming interactions into smooth and meaningful experiences that leave a lasting impression. This invaluable resource enables your agents to consistently provide personalised experiences for customers, increasing overall customer satisfaction.

Conversational Bots / AI Chatbots

Artificial intelligence is no longer confined to science fiction; it’s real, and it’s ready to support your customers. Meet your new sidekick, the AI Chatbot (also known as the Conversational Bot).

Integrating AI-powered Chatbots within your customer service platform can be a game-changer for your teams’ operations. These intelligent bots can handle the vast majority of routine customer queries, providing instant responses across multiple messaging channels and freeing up your agents to deal with more complex issues.

But wait, there’s more! Chatbots are not designed to simply answer questions from your customers. More sophisticated Conversational Bots, such as Connex’s Athena AI, not only excel at handling routine inquiries but can also intelligently escalate more complex queries to live customer agents when necessary. This seamless handoff ensures that customers always receive the personalised assistance they deserve.

By embracing chatbots, you can supercharge customer self-service, ensuring automated round-the-clock support and delivering consistent, efficient interactions. This integration offers a significant boost to response times, agent productivity, and the overall customer experience.

Gamify

Motivating and retaining agents is the lifeblood of a successful customer support team. According to a Zendesk study, businesses with higher agent satisfaction scores also achieve higher customer satisfaction scores.

But how do you keep your customer teams engaged and performing at their best?

Enter gamification, a powerful tool that can revolutionise the agent experience and drive outstanding performance. By integrating a gamification system into your customer experience or customer service platform, you introduce game-like elements such as rewards, achievements, and leaderboards. These elements create a sense of healthy competition across customer support teams, boosting agent morale and igniting their passion for success.

With gamification, your agents are empowered to deliver exceptional customer service, driven by the thrill of achieving rewards and climbing up the leaderboard. This heightened motivation translates to improved productivity and, most importantly, higher customer satisfaction and loyalty.

A Gamify leaderboard ranking of agents based on their customer experience performance.
A Gamify leaderboard of agents based on their customer experience performance.

By embracing gamification, your customer support team transforms into a vibrant hub of energised agents eager to excel at providing excellent customer experiences. Say hello to a motivated team and happy customers—the perfect recipe for customer service success.

Getting Integrated

Here at Connex, we understand the complexities of customer support operations and the importance of delivering exceptional customer experiences. That’s why our flexible CX platform offers 100s of integrations to optimise your customer service operations.

If you’re curious about how Connex can elevate your customer experiences, don’t hesitate to reach out to our team at hello@connexone.ng or request a free discovery session of our platform here.

    Disclaimer

    Connex needs the contact information you provide to us to contact you about our products and services. You may unsubscribe from these communications at any time.

    For information on how to unsubscribe, as well as our privacy practices and commitment to protecting your privacy, please review our Privacy Policy.