Harnessing Next-Gen CX Tools With Nextiva: From Omnichannel Interactions To AI And Brand Management

In 2024, few factors are as important for business success as customer experience (CX). Over the past few years, CX has emerged as a central factor determining which brands become market leaders – and which fall behind. bes

Countless recent statistics underline the importance of CX. Studies show that positive CX can persuade 75% of online shoppers to proceed to checkout. Additionally, these studies show that 83% of people say they trust companies that provide a good customer service experience. Plus, the numbers show that 74% of customers are ready to switch brands if they discover better CX elsewhere, regardless of loyalty. 

However, providing an outstanding customer experience, while essential, can be tricky. Especially in today's world of fragmented customer communications, with people reaching out to companies via a multitude of different channels and expecting instant responses. 

Nextiva helps businesses face this challenge. The Unified Customer Experience Management company provides next-gen CX tools in one central access portal. Here's everything you need to know. 

Centralizing All CX-Related Workflows 

Some of the greatest challenges businesses face in providing outstanding CX are friction losses and data siloing. 

Traditionally, CX-related workflows have been spread out over a multitude of platforms: email clients, video conferencing platforms, social media management tools, messaging, and live chat applications, to name but a few. 

For businesses, this meant that team members needed to hop between numerous apps and face a barrage of different notifications in an attempt to keep up. Furthermore, data frequently was siloed between different teams, with sales sitting on information that could be invaluable to marketing or customer service and vice versa. 

Nextiva offers an alternative approach. Harnessing its omnichannel platform, it offers one central point of access for all CX-related workflows. It combines voice and video calls, team collaboration, email, messaging, and live chat. Moreover, your team can leverage file sharing, social media management, and brand management tools.

The core benefit of this centralization of communication is that all customer interactions live in a single spot. As a result, if your team needs to find information to provide a highly personalized experience, they can instantly access it. They no longer have to root through different sources of information. 

Using the Power Of AI To Boost Efficiency 

Another major benefit Nextiva offers users is the seamless integration of cutting-edge AI tools into its systems. 

To begin with, it offers automatic call transcripts and summaries. If a customer calls for help with an issue, the conversation will automatically be transcribed, summarized and saved – alongside all other interactions this customer has with your brand. As a result, if they call back later, the agent who handles their case can pick up right where their colleague left off.

Another fantastic AI element are the chatbots and virtual assistants that Nextiva provides. Easy to customize using no-code applications, these bots can handle 70% of customer interactions, 24/7, in human-like fashion. As for the remaining 30%, they can route the customer to the ideal agent to help them, maximizing productivity on your end and guaranteeing satisfaction for the customer. 

Finally, Nextiva's AI tools are designed to help businesses scale their operations.

Leveraging Analytics And Brand Management 

Wide-reaching analytics and brand management capabilities round out the extensive feature set of Nextiva's CX solutions. 

Getting a sense of what people are saying about your brand online is crucial. Nextiva's analytics features can help you gauge your brand reputation and monitor online conversations to unearth significant trends in discourse, both on social media and on review platforms.  

Plus, you can also get regular reports with aggregate metrics, such as customer satisfaction scores (CSAT). 

Overall, this information allows you to pinpoint where exactly customers see room for improvement in the CX you offer. As a result, you'll be able to efficiently fine-tune your points of contact and provide a seamless, personalized experience to everyone who interacts with your business. 

Conclusion: Battling The Fragmentation of CX With Nextiva 

Providing an outstanding customer experience is essential for businesses in 2024. To do so, it's crucial to overcome challenges such as the fragmentation of customer communication and siloing of data. 

Nextiva can help you tackle them. With features such as omnichannel communication, efficiency-boosting AI functionalities, and extensive brand monitoring, you'll be able to craft a fantastic, loyalty-inspiring experience for each and every customer. 

Image provided by Omnichannel.

This post was authored by an external contributor and does not represent Benzinga’s opinions and has not been edited for content. The information contained above is provided for informational and educational purposes only, and nothing contained herein should be construed as investment advice. Benzinga does not make any recommendation to buy or sell any security or any representation about the financial condition of any company.