It’s been said that in business, great care and patience should be given when selecting new hires. Look beyond the candidate’s resume and assess their character to determine if they would be a good fit with the current team and add value to the company. The same can be said about finding the right CX tech vendor.
When the pandemic hit in early 2020, many organizations were caught off guard and needed robust solutions quickly to ensure continuity and maintain service levels. According to one survey regarding how companies were affected by the pandemic, only 25% of businesses could deliver an end-to-end digital customer experience. The rest were left to quickly find the best possible solution and implement it in rapid time. Sales of CX software in 2020 will undoubtedly be at record levels, but many organizations may have buyer’s remorse once they look past the shiny new UI.
CX software providers should be looked upon as partners and not just another vendor. A partner that will grow alongside their clients, offer new and improved products based on a company’s goals, help with training or onboarding new employees, and quickly respond in times of crises. Feature sets are nice to have, but good service is essential.
Here are some items to consider when choosing a CX software partner:
Keep up with the hottest trends in CX. Check out Bright Pattern’s full guide “2021 Customer Experience Trends: The ABCs of the Post Pandemic Contact Center”