Introduction : How customer experience management tool can help different businesses

People use multiple channels to access products and services, and they indulge in lots of communication that indirectly suggests their experience with the brand. Companies always seek to listen to that chatter to understand what the users’ expectations are. They consistently rely on a variety of digital tools yet spend money on different digital methods. QuickMetrix, has become a versatile online reputation management platform by recognizing the need of creating a consistent user experience across various channels and has evolved as a versatile online reputation management tool. Analytics Insight has engaged in an exclusive email interview with Uday Kelleputtige, Co-founder and CEO of QuickMetrix.

Kindly brief us some information about your business, its area of expertise, and the services you provide.

Founded in 2015, QuickMetrix is a global corporate software company focused on managing digital customer engagement. We help consumer-focused businesses design robust software CX strategies, automate and manage the workflow, and provide wonderful  human experiences across all their customer-facing functions.

Our solutions range from reputation management, social media management, online response management, social listening and brand monitoring, digital customer Care/command centers, data intelligence hubs, and AI-enabled chatbots, which enable brands to provide smarter and more responsible customer care across a variety of platforms to meet the demands of the modern digital era. Additionally, They may make use of our sophisticated workplace analytics to generate critical business KPIs, obtain insightful consumer data, and determine the efficacy of their brands  

What vision and objectives, the company was established? Briefly describe your experiences since the company’s founded?

When we founded QuickMetrix, our goal was to provide technical solutions for managing digital customer engagement. The initial plan was to take advantage of the potentially useful unstructured social media data and use it wisely with the aid of appropriate technology. As a result, QuickMetrix was developed as a tool for tracking and examining social activity. But over time, the business has undergone a major evolution. Today, it is a complete platform for managing customer engagement that gives organizations access to real-time data analytics, automation of the customer journey, consumer insights, and social media management tools including publishing, listening, analytics, and engagement.

Our goal is to provide companies with the best customer engagement  technology so they can more successfully plan their business and marketing initiatives. Over the last seven years, we

As a market leader in customer engagement management, we have developed. We now work with over 10,000 firms in India and abroad as a reliable technology partner. Our products have been widely used across several industries, including BFSI, telecom, aviation, hospitality, F&B, E-commerce, retail, agencies, and healthcare.

 Tell us how your company benefits its customers.

Quickmetrix customer service is a successful business approach because customers are using more and more channels to communicate with brands. They may now provide consumers with immediate service and a kind customer engagement . QuickMetrix is the perfect partner for companies that wish to offer consistent customer engagement. We assist them in boosting brand advocacy and customer loyalty, extending the lifetime value of each customer, and boosting income.

Brands may integrate an infinite number of digital channels with QuickMetrix, and the analytical options are endless. They are able to hear what customers have to say, learn insightful things, find competing marketing methods, and monitor the success of campaigns. These insights assist companies in managing, comprehending, and integrating their company objectives and client data, not just for brand expansion but also for efficiency. Additionally, it assists companies in monitoring key KPIs that reflect customer satisfaction. 

What do you think the future holds for the business and the industry? 

Through the use of cutting-edge technologies like artificial intelligence, machine learning, big data, advanced analytics, etc., businesses from all industries have undergone a digital transformation. But in the last two years, the epidemic has sped up technical progress. As a result, consumer behavior is significantly shifting, and companies now require positive customer engagement .

Businesses are dedicating themselves to software strategies that simplify all communications and support the delivery of a wonderful and unbroken consumer experience at any point in their journey. Big data has been more important in the area of customer engagement  over the last several years. As social media integration and more unstructured data become available, this tendency will inevitably grow.

Businesses are now integrating technology to create well-informed business plans where artificial intelligence aids them in creating rich and engaging client experiences. Intelligent chatbots are renowned for their comprehensive business procedures that foster client connection and enable firms to operate 24*7.

A flawless customer engagement  and increased business growth are crucial to rely on as organizations become more customer-centric nowadays. Predictive analytics is now available to assist firms in becoming smarter, more effective, and less expensive.

Not just in India, but globally, the customer engagement  sector has a bright future. We take pride in being a digital CX enabler that is at the forefront of the market and working to achieve sustained growth, which will be fueled by our passion for innovation, commitment to our clients, and commitment to excellence.

What are some of the challenges faced by the industry today?

Creating a customer-centric culture across all departments and teams is one of the most common CX challenges faced by organizations today. Consumers are now engaging across a variety of channels, and they expect consistency and a purpose-driven experience across all the touchpoints. In order to meet these dynamic behavioral changes in customer demand, many organizations have invested in multichannel modes of customer engagement, but the processes, systems, and data are not synchronized to provide a fluid experience. Each channel exists within its own separate silo and this disconnected multichannel experience can cause frustration and annoyance for the consumer.

Personalization is another factor in delivering great customer engagements, and a common challenge when striving to provide personalized experiences is to deliver these unique experiences at scale to all customers in the organization. Since each customer has different pain points throughout their customer journey, figuring out which problems are more urgent and should be addressed first makes it challenging for brands to prioritize them.

What are your growth plans for the next 12 months?

We are currently assuming a leadership role in India. However, as we leverage our leading position in the field of digital customer engagement  management, we continue to feel that QuickMetrix is still in the early phases of a very long-term sustainable growth potential. We have a solid plan for business expansion that we will gradually put into action.