Juggling multiple business activities while continually providing excellent customer support can be tough, especially if you have a lean team. A Customer Experience as a Service Solution can help you tackle this challenge.
Building customer loyalty and satisfaction is essential to the success of your business. According to a Zendesk study, 75% of customers will spend more with businesses that offer an excellent customer experience (CX). Additionally, 60% of customers will purchase from a brand primarily due to the service they expect to receive. That’s why you can’t afford to take Customer Experience for granted, which is why Customer Experience as a Service (CXaas) solutions are here to help you.
Want to provide excellent CX without stretching your resources thin? The right CXaaS partner has the expertise and technology you need so you can give your customers the experience they want and grow your business.
What is CXaaS?
So what’s the meaning of CXaaS, and how can it be a boon for your business? Customer Experience as a Service (CXaaS) is a cloud-based solution typically offered by third-party companies. CXaaS pricing models can differ from company to company. There are service providers based on formal contracts while others prefer the subscription-based model. These companies use data analytics, automation, and artificial intelligence (AI) to help businesses enhance their customer experience delivery.
Simply put, CXaaS is like having a customer experience toolset, sometimes including a specialized human team of customer experience professionals on demand, ensuring your customers receive quality customer service and support.
How CXaaS Differs from Related Terms
People often confuse CXaaS with SaaS, CRM, and traditional customer support tools. However, they aren’t the same. Let’s explore how they differ to help you determine which solution is suitable for your business:
• CXaaS vs. SaaS:
Both CXaaS and SaaS are cloud-based software solutions, but Software as a Service (SaaS) is an umbrella term encompassing a wide-range of solutions, including ticketing, voice-over-IP (VoIP), task and project management, and office productivity, as well as customer experience management tools. SaaS typically refers to point solutions or packages of point solutions used by customer support teams. The term CXaaS, on the other hand, includes software tools, but it may also include related services, such as data preparation, CX and Voice-of-the-Customer analytics, machine-learning modeling, forecasting, workforce management, automation, and yes, AI-augmented customer support and quality assurance (QA). CXaaS focuses on enhancing the customer experience from a holistic perspective, not just processing customer interactions.
• CXaaS vs. CCaaS
Contact Center as a Service (CCaaS) is a subscription-based software that centralizes communication tools, such as voice calls, chat, video conferencing, and email, among other channels. It is a type of SaaS, and it often includes ticketing services and automatic routing of incoming calls to agents, along with other automated solutions designed to streamline call center operations. While both CCaaS and CXaaS are cloud-based, data-driven platforms, CCaaS focuses on customer engagement and integrating omni-channel communications, whereas CXaaS is focused on optimizing the management of the customer experience, as explained above. A CXaaS platform looks at the customer journey -or at least those touchpoints related to customer onboarding, product use, and customer support and service-optimizing and automating processes across different areas of the customer experience, and should be concerned with how your CX engine delivers on customer expectations and translates into business value.
• CXaaS vs. CRM:
CXaaS and Customer Relationship Management (CRM) solutions both help businesses improve the customer experience. However, CRM manages customer interactions during the purchase and post-purchase stages, and frequently falls in the category of a SaaS -although there are still on-premise implementations. Although CRMs can be complex and are a must in almost any business these days, they may fall short of helping companies truly understand the customer experience they are delivering. Also, CRMs may lack the flexibility to process multi-channel and omni-channel customer interactions, as CCaaS solutions would.
Types and Use Cases
Regardless of the nature of your business, a CXaaS solution can help improve your customer interactions across multiple channels and the quality of the customer experience you deliver. Wondering which solutions to implement? Let’s explore common CXaaS features and applications.
CXaaS features includes:
• AI chatbots are akin to virtual assistants and help businesses answer customer inquiries.
• Omnichannel features enable businesses to streamline customer interactions across multiple channels: email, voice, chat, SMS, and social.
• Analytics tools collect customer data, providing invaluable insights into customers’ behavior and preferences.
Benefits for Businesses
Investing in a CXaaS platform offers many benefits for businesses.
Enhanced Customer Loyalty
Seven out of 10 customers are more likely to purchase from a business that offers personalized experiences, particularly if it has a record of the customer’s purchase history and buying patterns.
Cost Efficiency
Hiring in-house customer experience specialists and investing in customer experience infrastructure can come at a hefty cost due to expenses such as wages, benefits, training, and software. CXaaS companies handle all aspects of the customer journey, eliminating or reducing these costs, so you won’t have to worry about going beyond budget.
Operational Scalability
CXaaS companies also offer scalable solutions, allowing businesses to scale up or down depending on demand. This includes both the human CX team, as well as the software/SaaS elements of the solution, and ensures that there are no wasted resources or interrupted service delivery due to a company’s inability to handle high demand.
Access to Cutting-Edge Technology
Investing in developing sophisticated CXaaS technologies such as analytics, automation, and AI requires significant initial capital. By partnering with a CXaaS company, you can access these advanced technologies and boost operational efficiency without shouldering high upfront costs.
CX Insights for Data-Driven Decisions
According to a recent study, 80% of businesses grew their revenue by capitalizing on data analytics.
Want to grow your bottom line and make data-driven decisions?
Implementing AI-powered CXaaS tools can provide insights into customer behavior, performance of your own team and processes, customer feedback, optimal staffing and forecasting, and preferred support channels, enabling you to refine ineffective strategies and address customer issues promptly
Improved Collaboration Across Teams
All the departments within your organization (e.g., customer support, operations, customer success, sales and marketing) need to work harmoniously to enhance the customer experience,CXaaS can streamline communication across departments by providing a single version of the truth based on customer data, ensuring they’re all on the same page and improving team collaboration.
For instance, if a customer has an issue with a product post-purchase, such as with shipping, enhanced communication between operations and support teams enables them to resolve the customer’s problem quickly and efficiently.
Track Customer Sentiment on Multiple Channels
Integrating CXaaS tools such as analytics and omnichannel support into your operations allows you to deliver consistent experiences across multiple touchpoints, boosting customer retention and loyalty.
Spotlight on Zahoree
CXaaS providers like Zahoree help companies source and manage CX teams, as well as optimize, and automate customer experiences. Providing excellent customer experiences can differentiate your business from companies offering generic solutions. Zahoree offers a bespoke CXaaS platform to help companies in various industries deliver exceptional customer support.
Zahoree Virtual Teams platform -think of it as your mission control for support- provides a range of tools. Some of our unique offerings include.
CX optimization: Our Operations Dashboard and CX Dashboard’s proprietary analytics technology employs sophisticated machine learning (ML) models to generate actionable insights for teams within an intuitive environment.
CX global talent pool: ZVT connects CX professionals with opportunities. This helps businesses on the lookout for talent to easily find, vet, and recruit CX specialists from a large talent pool around the globe.
Fully managed CX services: Zahoree’s CX solution includesCXaaS platform’s comprehensive toolset, plus a CX strategist (manager) to help you optimize both the human team and the tools and data available. Plus, it can scale depending on your evolving business needs.
ZWingman: Our AI assistant to automate training, assist agents (Copilot), and provide CX Insights to managers, team leads, and even the agents themselves.
ZAutoQA: Our automated QA tools for chat, email, and phone interactions.
Why CXaaS is critical for modern businesses?
The success of most companies hinges on how well they treat their customers. Modern businesses that want to flourish shouldn’t neglect CXaaS for a number of reasons.
Evolving Customer Expectations
Modern customers expect customized and seamless experiences across all their preferred communication channels. In fact, nearly eight out of 10 customers opt for companies that offer personalized experiences over those that offer impersonal experiences. Using AI and data-driven analytics support solutions helps businesses meet customers’ dynamic needs.
CXaaS Driving Business Growth
Businesses that can’t scale their operations to meet consumer demand may have to interrupt service delivery, reducing customer satisfaction and loyalty. Worse still, delayed service can lead to customer churn, when customers decide to discontinue buying a company’s products or services.
CXaaS, which includes a mix of digital and human services, especally with the advent of machine learning and generative AI, enables businesses to scale operations to match consumer demand, ensuring uninterrupted service delivery. Best of all, CXaaS allows companies to scale without hiring in-house personnel or buying infrastructure. This reduces expenses significantly and promotes sustainable growth.
Future of CXaaS and Industry Impact
Market analysts project that the global CXaaS market will be valued at $5.44 billion in 2030, up from $1.87 billion in 2022. As more companies embrace CXaaS, early adopters of AI and predictive analytics solutions will gain an edge over their competitors in customer service innovation.
For example, businesses that use predictive analytics will be able to detect potential issues before they worsen, preventing costly losses.
Zahoree CX-as-a-Service model for Support Operations.
Customers want to purchase from businesses that offer personalized, but well integratedsolutions, resolve their issues quickly, and maintain consistent service across all channels. Meeting these expectations can be difficult, especially if you have limited resources. But it doesn’t have to be. With a robust CXaaS platform, one which combines technology and people, you can fulfill customer demands and optimize the customer experience at a reasonable cost.
Ready to boost your customer satisfaction, loyalty, and retention? Contact us to discover how to improve your CX or to learn more about the Zahoree CX-as-a-Service model for Customer Support Operations.
Take the first step by contacting Zahoree today.
