Customer experience as a service (CXaaS)

1. What is Customer Experience as a Service (CXaaS)? 

CX-as-a-Service (CXaas) is a cloud-based customer solution that provides a flexible approach to customer experience, by providing reliability and efficiency to customers. It also ensures that your customers are receiving what they had initially expected from you without breaking the bank. 

A Customer Experience-as-a-Service (CXaas) is a combination of:

  • CX Strategy
  • Data Integration
  • Automation
  • Employee Expertise, etc.

This allows brands to develop and deploy customer-centric initiatives rapidly.

2. Why is CXaaS so Powerful?

CXaaS can handle massive data streams and can also extract insights from them that can be used by companies to understand their customers and evolve with them over time.

Enterprises have started to go digital to tap into more and more data to understand customer behavior and build their strategies surrounding them.

The latest advancements in technology and software have made it more accessible than ever to help companies, making it a very powerful tool to get their hands on.

3. How does CXaaS enhance your customer experience?

CXaaS ensures good customer experience through its applications and personalized content. Customers love to be appreciated and like their voices to be heard and treated well, a CX roadmap makes it possible.

A smooth customer journey also reduces the extra costs to the company by improving the overall efficiency along the way. The data it provides makes the life of marketers easy by truly understanding what they want and need from their brand.

CXaaS helps brands to reimagine their customer experience and acts as a backbone of digital transformation. It integrates applications that can hear and capture your customer's voices to find a resolution and provide them with support to their current problems.

It also empowers your brand to initiate tools like:

  • Customer self-service
  • Automate chatbots
  • Proactive notifications

To improve customer interaction and customer experience.

4. What are the Critical components of CXaaS?

The critical components in CXaaS include:

  • Personalizing Services
  • Creative Omnichannel Experiences
  • Cloud Computing
  • Online Engagement, etc

It can only work out to be good if all the areas are covered properly by using a full-scale CXaaS system.

 

5. How does CXaaS (Customer Experience as Support) work? 

CXaaS aligns with your business and CX partners to implement the necessary improvements across all the areas of your customer journey to improve their experience. Here's how it works:

1. It creates a CX roadmap for your brand:

CX roadmap can get you efficiency and optimization in your business. It optimizes your customer interactions by providing them with a seamless experience at a reasonable cost. Some of the examples are:

  • Chatbots to assist your basic customer queries
  • Segmenting customers to provide them a personalized experience.
  • Omnichannel customer experience
  • Automating simple customer and employee tasks
  • Analytics to gather customer data, etc.

All the above solutions play a significant role in reducing the cost while improving the overall efficiency of the CX program. If used together, it can provide a strong frame for understanding your customer's needs and wants and provide insights and how to improve on them.

2. Enhance customer experiences by acting on the insights:

Now that you have collected your customer's insights, the next important step is to prioritize them by enabling customer self-service, using AI chatbots and proactive notifications. This will reduce the manual work of your agents and would significantly improve your customer interaction.

By enabling automation you not only improve the customer experience but also reduce your costs while delivering better quality results.

3. Makes your brand future proof:

Once you have completed the above stages, the 3rd one is more about expanding to other customer-facing business units to activate transformation across multiple customer channels. 

It is recommended to use an agile model as business environments keep changing and brands need to adapt to these changes. Some of them include:

  • Web optimization
  • Personalized services
  • Usage of advanced CX marketing and sales analytics
  • Proactive channel orchestration, etc

A CXaaS model provides your brand with a flexible structure to deliver a digital transformation that positively impacts the entire customer journey without straining your budget.

About Engati

Engati powers 45,000+ chatbot & live chat solutions in 50+ languages across the world.

We aim to empower you to create the best customer experiences you could imagine. 

So, are you ready to create unbelievably smooth experiences?

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