Over the past decade we have seen the rise in the importance of customer experience (CX). Flooded markets and difficult trading conditions mean that businesses can no longer afford to take their customers for granted. Instead they must focus on how to give customers the experience they expect. But how can Low-Code applications help when it comes to CX?
In this blog post we will look at five use cases, all of which can be developed using Low-Code applications, that will help you improve you customer experience.
Create slicker onboarding processes
When collecting data from customers during the onboarding process you might find that many departments will have different data requirements and internal processes the ultimately cause delay. This is often caused by duplicate data being recorded in separate spreadsheets, CRMs and ERPs and there being no complete ownership of the whole process. With no ownership of the process the customer is often left irritated by the lack of speed and information, which can lead to customer churn.
To solve this Low-Code applications can be developed to create an application layer that sit on top of existing systems and orchestrate the entire onboarding process. Built to your bespoke business requirements, these applications facilitate the flow of data from the customer to internal departments who accept, validate or approve the data received. Each action along the workflow will trigger an event and allow customers to receive updates at key stages in the process.
Improve your case management
Whether your customer wants to add extra features to their existing package or wishes to raise a support ticket, great customer experience processes ensure that it happens smoothly and efficiently. All too often, many businesses have underlying issues with their case management processes and may even have multiple systems that are not integrated.
In the scenario of a customer wishing to add extra features, the customer care representative may have to access multiple systems to find the cost of the features and manually add it to a customer order system that sits outside of the case management system. Manual errors and data entry cause unnecessary delays for your customer, who will often have to make follow-up calls that then eats into their own time.
By using Low-Code you can build a case management application that will be able to keep track of cases, automate tasks and free up support staff to spend more time ensuring a better and faster resolution on the more complex cases.
Build customer portals
Giving your customer more information and control, whenever and wherever they need it, is only possible through customer portals which have become a cornerstone of excellent customer service. Whilst there are out-of-the box software solutions available they are often restricted and difficult to customise to your exact requirements.
An alternative to out-of-the-box solutions is to build your own bespoke solution, hiring programmers and developers, which is time consuming and expensive. This method of bespoke building also makes improvements and upgrades difficult and costly.
The solution is to use Low-Code, as its faster, simpler and more cost-effective to build your Minimum Viable Product (MVP), test and deploy. Low-code application building requires less programming knowledge, utilising drag-and-drop user interfaces. Also, when needing to make slight changes to workflows or processes there will be no need to call in external developers.
Improve order management processes
If your business is one of the many thousands of organisations running your order management with spreadsheets, then you will be aware of the downsides of such an approach. Spreadsheets can be effective, but are prone to errors such as missing data, typos and corrupted data.
With an order management system built using Low-code you can automatically import your order data, trigger workflows, set validation rules and alerts for both employees and customers.
Speed up delivery times
If there is one thing that improves your customer experience, it is the faster delivery of goods and services. Whether it be a physical item that needs manufacturing, or simply receiving the information they need on how to resolve an issue, there is a direct correlation between satisfaction and speed.
By automating many of the tasks and business processes with a Low-Code application you will see vast improvements in delivery times to your customer. This is especially true in manufacturing, as there will be many component parts that will need ordering to add to the assembly. As soon as an order arrives, a workflow in your Low-Code app will trigger your ERP system to produce a purchase order and get those items order and delivered to your production line faster. The sooner you have those items the faster you can build and despatch to your customers.
The competitive landscape is changing at pace, especially with the presence of a global pandemic, but one thing has become clear. Your customer is king, and raising the bar for your customers’ experience will be vital for future success.
Improving your customer experience doesn’t have to mean costly digital transformation programs for your business, instead you can adopt low-code application development platforms. Why? Not only do they help you with your primary objective of improving customer, and employee, experience but they will also slash development times, free up valuable IT staff to focus on their core function and reduce errors in many areas across an organisation.
Can your business afford to ignore the benefits of improved customer experience? For more information on PhixFlow please contact a member of our sales team on firstname.lastname@example.org