Happ Customer Experience Management Platform enables you to understand and act quickly upon customer insight.
Every business is unique and we make sure your customer experience management process is also unique.
That’s why, with Happ, you get to design your own insight collection process.
BENEFITS OF A TAILOR-MADE CX MANAGEMENT PLATFORM
A successful Customer Experience program does much more than drive short-term, tactical business improvements. It also aids strategic planning and the long-term actions that ultimately deliver a higher return on investment. Happ helps you measure the right customer experiences so you can increase:
- Customer Retention
- Employee Engagement
- Revenue
4 STEPS TO MANAGING CUSTOMER EXPERIENCE
Customer experience management drives improved business performance. Understanding your customers’ expectations and what is crucial to their satisfaction helps you set priorities and reduces investment risk. Here are four core principles for great CX Management:
1. Gather actionable data across the customer journey from different channels in a simple way
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- Track insight based on a transaction, service or a product
- Use alternative digital channels to collect insight
- Ask simple questions (and not too many)
- Adapt to your customers’ response patterns.
2. Analyse real-time insights to understand your customers
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- Capture all data in real time, not near real time
- Access segment-based insights so you can tailor your decisions to your customers
- Capture channel-based insights to reveal your best and worst performance across different channels
- See the relationship between your customer experience metrics and your operational indicators.
3. Take real-time actions
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- Customise and automate your actions based on customer insight
- Use this insight to give immediate support to your customers
- Track which action you take for each individual customer.
4. Measure return on investment
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- See the impact of your actions on your overall CX
- Analyse the savings from each action to help you build a better CX
HAPP CUSTOMER EXPERIENCE MANAGEMENT PLATFORM FEATURES
- Digital surveys: Send surveys through alternative digital channels to optimise response rates
- Fully automated: Insight collection process triggered by transactions, enabled by simple integrations
- Machine learning: Ask the right question to the right customer at the right time – no more frustrated customers and poor survey experiences
- Unique customers: Track them throughout their customer journey to create unique experiences
- Inclusive: Collect employee data and include this front-line insight in your CX management process
- Intuitive dashboards: Make it easy to understand and act upon insight
- Customised reporting: Generate analysis reports based on your unique data model
- Extensive integration capabilities: Easily integrate our solution with your operational, transactional and customer data, Dynamics 365, SAP, Siebel, IBM Watsons, Salesforce and more.
- Flexible data migration options: If you are not looking for integration, make it easy for your employees to migrate data using data push, data pull and offline excel import/export capability.
IMPROVE YOUR FRONT-LINE TEAM PERFORMANCE THROUGH REAL-TIME CUSTOMER INSIGHT
Rich customer insight data gives front-line teams the opportunity and autonomy to be more responsive, adopt new approaches and improve customer experience.
Teams can evaluate their performance by:
- Accessing team scorecards with customer satisfaction indicators and team members’ own self-evaluation rates
- Analysing unstructured text comments to understand key themes emerging
- Creating automated alerts to improve team performance before problems arise
- Providing evidence-based team feedback to help them develop themselves
- Linking KPIs to customer insights to understand the impact of customer experience on business results.