Weaving together the fragmented customer experience across various channels is a daily challenge for today’s digital marketers.
But StepOne, with the release of three new customer experience solutions, hopes to change this.
Using machine learning and predictive analytics, the new solutions – which include post-retail engagement, order fulfillment and customer onboarding and personalized self-help – address the gap between online and offline experiences, the company noted.
“The customer experience has never been a bigger priority for brands than it is in 2015,” Alex Mitchell, president and CEO of StepOne, wrote in an e-mail to CMSWire.
“But as investment in CX has increased, the complexity of customer demands has increased ten-fold. From omnichannel engagement to personalized everything, the challenges in customer experience have never been greater.”
The good news, he added, is that technologies such as machine learning and predictive analytics are “up to the challenge.”
“Our solutions use these emerging technologies to address the growing experience divide between customer channels – real world or digital.”
1. Post-Retail Engagement
The focus of this solution, according to the StepOne website, is help companies seamlessly merge the highly personal attention you get while visiting a retail store, with the digital experience that follows once you step foot outside.
By digitizing product assets such as setup guides, understanding customers’ context-specific needs and accessing a data-driven view of the customer journey, StepOne claims that companies can increase customer advocacy and positively impact repeat business, upselling and overall profitability.
2. Order to Advocate
With Order to Advocate, StepOne aims to help ease the frustration customers might have if they encounter issues with setup or initial troubleshooting when they first unpack their product.
The StepOne site states that this solution helps simplify the digital transformation of product fulfillment and customer onboarding, while helping companies better understand the add-on products their customers want, as well as the self-support content they need most.
3. One-Touch Help
Claiming to improve the self-support experience, this solution provides tools to audit a company’s current experience, provide recommendations for improvement, and measure the effectiveness of its content.
Companies can also integrate personal and contextually relevant help into their website or apps so they can spare their customers the hassle of having to sift through pages of FAQ’s and search results.
“With the launch of these solutions, brands can finally close the gap,” stated Mitchell. “This is the beginning of a new customer journey where the wall between the real world and digital is no longer an obstacle to revenue and customer satisfaction."