Buyer checklistHow to choose a digital-first customer conversations platform
Selecting a CX platform can be overwhelming, especially with the complex omnichannel customer interactions brands need to manage. Use this interactive tool to make a more informed decision as you evaluate conversational customer experience platforms.
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What this checklist covers
A good CX platform empowers your brand — and especially your customer service teams — to improve customer satisfaction throughout the customer journey. From customer engagement options to data analytics, learn what you need to look for in your search.
Optimize customer interactions for messaging
The ongoing shift from voice-centric customer requests to engaging across multiple digital channels, means your vendor needs to have digital conversations at the core of its solution, not as an afterthought. Look not only at the major channels it supports, but also at how it can orchestrate conversations between agents, AI, and channels.
Integrate voice in the CX platform
Contact center platforms cannot leave voice-based customer interactions behind. Look for customer service tools that can fully contain customer phone calls (or shift them to messaging, as needed), leverage custom voice bots, integrate into any IVR and other key systems, and enable intelligent routing and seamless transfers among human and AI agents.
Safely scale customer conversations with AI
AI can assist in enhancing customer satisfaction and operational efficiency if done right. Pick tools that start by enabling human supervision then enhance customer service team productivity. The goal is to gradually introduce LLM-powered bot experiences with testing and tuning tools, customer relationship management (CRM) syncs, and built-in safety mechanisms.
Centralize customer data & analytics
Make sure your CX platform can provide true omnichannel reporting and customer insights across voice and messaging channels and across AI and human agents, providing voice-of-the-customer analysis on all conversation data. You can then use these valuable insights to train agents, update bots, and make business decisions.
Support & training partnership
Your CX platform should partner with you for business success. Look for hands-on support, not just for AI-powered customer engagement strategy development, but also for onboarding, user training, coaching, and best practice sharing.
Customer data security & more
Look for customer engagement partners that have proven expertise with operating at scale and are up to date on privacy laws and best practices around sensitive data sharing. Don’t risk unprotected PII for meeting customer expectations on great communication. There is a way to do both.
Build better customer relationships with the right conversational CX platform
View the Buyer’s Checklist now to help with your search.