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10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Sprinklr Insights</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Sprinklr Marketing</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button></div></div><div class="border-t border-gainsboroGray pt-6"><div class="text-tablet-sm/overline-4-bold desktop-lg:text-desktop-large/label-1-bold uppercase text-mediumGrey mb-[18px]">Self-Serve Offerings</div><div class="flex flex-col gap-y-[18px]"><a href="/products/social-media-management/self-serve/"><span class="text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex gap-6 items-stretch justify-start text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start ps-6">Sprinklr Social Self‑Serve</span></a><a href="/products/customer-service/self-serve/"><span class="text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex gap-6 items-stretch justify-start text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start ps-6">Sprinklr Service Self‑Serve</span></a></div></div><div class="border-t border-gainsboroGray pt-6"><div class="flex flex-col gap-y-[18px]"><a href="/products/digital-twin/"><span class="text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex gap-6 items-stretch justify-start text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start ps-6">Sprinklr Digital Twin</span></a></div></div><div class="border-t border-gainsboroGray pt-6"><div class="flex flex-col gap-y-[18px]"><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Sprinklr Platform</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button></div></div></div></div><div class="grid auto-rows-auto auto-cols-full h-full"><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-100 z-10"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 absolute inset-0"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 47 34" class="h-5 flex-none me-3"><g clip-path="url(#service_svg__a)"><path d="M23.512 6.123C15.999-3.201-1.1.196.064 15.229c.593 7.724 6.582 14.282 12.359 18.865l2.116-4.78c.799-1.57 2.058-2.895 3.63-3.823a10.361 10.361 0 0 1 5.258-1.42c1.86 0 3.684.492 5.257 1.42 1.573.928 2.832 2.253 3.63 3.823l2.117 4.78c5.777-4.583 11.766-11.141 12.358-18.865C48.123.177 31.045-3.2 23.512 6.123Zm0 16.099a5.83 5.83 0 0 1-3.08-.872 5.27 5.27 0 0 1-2.043-2.323 4.856 4.856 0 0 1-.315-2.99 5.08 5.08 0 0 1 1.517-2.65 5.677 5.677 0 0 1 2.839-1.417 5.912 5.912 0 0 1 3.203.295 5.48 5.48 0 0 1 2.488 1.906c.61.851.935 1.852.935 2.876 0 1.372-.584 2.688-1.624 3.66-1.04.97-2.45 1.515-3.92 1.515Z"></path></g><defs><clipPath id="service_svg__a"><path fill="#fff" d="M0 0h47v33.167H0z"></path></clipPath></defs></svg><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Sprinklr Service</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/products/customer-service/"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/products/customer-service/inbound-voice/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Inbound Voice</span></div></a><a href="/products/customer-service/outbound-voice/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Outbound Voice</span></div></a><a href="/products/customer-service/social-media-channels/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Customer Service</span></div></a><a href="/products/customer-service/livechat/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Live Chat Support</span></div></a><a href="/products/customer-service/community-forum/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Communities</span></div></a><a href="/products/customer-service/conversational-ai/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Conversational AI Platform</span></div></a><a href="/products/customer-service/conversational-ivr/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Conversational IVR</span></div></a><a href="/products/customer-service/knowledge-base/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Knowledge Base Software</span></div></a><a href="/products/customer-service/agent-console/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Unified Agent Desktop</span></div></a><a href="/products/customer-service/agent-assist/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Agent Assist</span></div></a><a href="/products/customer-service/omnichannel-routing/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Omnichannel Routing</span></div></a><a href="/products/customer-service/quality-management/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">AI-Powered Quality Management</span></div></a><a href="/products/customer-service/supervisor-console/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Supervisor Console</span></div></a><a href="/products/customer-service/conversational-analytics/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Conversational Analytics</span></div></a><a href="/products/customer-service/workforce-management/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Workforce Management</span></div></a><a href="/products/customer-service/analytics-and-reporting/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Reporting and Analytics</span></div></a><a href="/products/customer-service/omnichannel-survey/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Omnichannel Surveys</span></div></a><a href="/products/customer-service/guided-workflow/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Guided Workflows</span></div></a><a href="/products/customer-service/service-command-center/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Service Command Center</span></div></a></div></div></div></div></div><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-0 pointer-events-none"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 absolute inset-0"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 50 45" class="h-5 flex-none me-3"><g clip-path="url(#social_svg__a)"><path d="M18.83 2.901C8.436 2.901 0 11.354 0 21.788c0 10.435 8.435 18.869 18.83 18.869 10.397 0 18.832-8.452 18.832-18.869S29.227 2.901 18.83 2.901Zm0 7.263c2.609 0 4.713 2.127 4.713 4.722 0 2.595-2.122 4.721-4.712 4.721s-4.712-2.126-4.712-4.721 2.122-4.722 4.712-4.722Zm0 23.23a12.747 12.747 0 0 1-9.082-3.785l1.511-3.514c1.349-2.83 4.227-4.794 7.554-4.794a8.361 8.361 0 0 1 7.554 4.794l1.51 3.514c-2.32 2.325-5.52 3.785-9.064 3.785h.018ZM42.556 45c2.98 0 5.396-2.42 5.396-5.406a5.401 5.401 0 0 0-5.396-5.407 5.401 5.401 0 0 0-5.396 5.407 5.401 5.401 0 0 0 5.396 5.407Z"></path><path d="m41.036 38.498.021-.029c.42-.568.3-1.37-.268-1.79l-7.998-5.923a1.275 1.275 0 0 0-1.786.268l-.021.03c-.42.568-.3 1.369.268 1.789l7.998 5.924c.567.42 1.367.3 1.786-.269ZM44.607 10.813c2.98 0 5.395-2.42 5.395-5.407A5.401 5.401 0 0 0 44.607 0a5.401 5.401 0 0 0-5.396 5.406 5.401 5.401 0 0 0 5.396 5.407Z"></path><path d="m43.061 6.449-.02-.03a1.275 1.275 0 0 0-1.768-.367l-8.311 5.475a1.281 1.281 0 0 0-.366 1.772l.02.03c.387.59 1.18.755 1.768.366l8.312-5.474c.589-.388.753-1.182.365-1.772Z"></path></g><defs><clipPath id="social_svg__a"><path fill="#fff" d="M0 0h50v45H0z"></path></clipPath></defs></svg><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Sprinklr Social</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/products/social-media-management/"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/products/social-media-management/social-media-publishing-platform/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Publishing and Engagement</span></div></a><a href="/products/social-media-management/employee-advocacy-platform/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Employee Advocacy</span></div></a><a href="/products/social-media-management/distributed-marketing-platform/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Social Marketing for Distributed Teams</span></div></a></div><div class="h-full border-t border-gainsboroGray pt-6 mt-6"><p class="text-mediumGrey text-desktop-large/overline-4-bold uppercase mb-[18px]">Works Best With</p><div class="grid auto-rows-max gap-y-4"><a href="/products/consumer-intelligence/social-listening/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Listening</span></div></a><a href="/products/marketing-and-advertising/social-advertising/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Advertising</span></div></a><a href="/teams/customer-service/conversational-commerce/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Conversational Commerce</span></div></a><a href="/products/customer-service/social-media-channels/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Social Customer Service</span></div></a></div></div></div></div></div></div><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-0 pointer-events-none"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 absolute inset-0"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 53 40" class="h-5 flex-none me-3"><path d="m36.974 25.509 13.613 8.296a3 3 0 0 1 .98 4.13l-.396.638c-.867 1.408-2.734 1.84-4.148.976l-13.5-8.24"></path><path d="M19.74 0C8.843 0 0 8.803 0 19.653c0 10.85 8.843 19.653 19.74 19.653 10.898 0 19.74-8.804 19.74-19.653C39.48 8.803 30.639 0 19.74 0Zm0 7.565c2.734 0 4.94 2.214 4.94 4.917S22.455 17.4 19.74 17.4c-2.715 0-4.94-2.215-4.94-4.918 0-2.703 2.225-4.917 4.94-4.917Zm0 24.195c-3.714 0-7.089-1.502-9.521-3.942l1.584-3.66c1.414-2.947 4.43-4.993 7.918-4.993a8.77 8.77 0 0 1 7.92 4.993l1.583 3.66c-2.432 2.421-5.788 3.942-9.503 3.942h.02Z"></path></svg><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Sprinklr Insights</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/products/consumer-intelligence/"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/products/consumer-intelligence/social-listening/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Listening</span></div></a><a href="/products/consumer-intelligence/competitive-benchmarking/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Competitive Insights and Benchmarking</span></div></a><a href="/products/consumer-intelligence/product-insights/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Product Insights</span></div></a><a href="/products/consumer-intelligence/location-insights/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Location Insights</span></div></a><a href="/products/consumer-intelligence/visual-insights/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Visual Insights</span></div></a><a href="/products/consumer-intelligence/media-monitoring/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Media Monitoring and Analytics</span></div></a><a href="/products/consumer-intelligence/surveys/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Sprinklr Surveys</span></div></a></div></div></div></div></div><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-0 pointer-events-none"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 absolute inset-0"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 42 43" class="h-5 flex-none me-3"><path d="M20.514 0H4.975C2.232 0 0 2.222 0 4.953v33.772c0 1.832 1.022 3.41 2.505 4.275l1.976-4.563a9.16 9.16 0 0 1 16.528 0L22.985 43c1.482-.848 2.505-2.443 2.505-4.275V4.953C25.49 2.223 23.258 0 20.514 0Zm-7.77 31.398c-2.845 0-5.162-2.307-5.162-5.14 0-2.833 2.317-5.14 5.163-5.14 2.845 0 5.162 2.307 5.162 5.14 0 2.833-2.317 5.14-5.162 5.14ZM31.352 12.74h-.528c-1.27 0-2.3 1.024-2.3 2.29v12.23c0 1.264 1.03 2.29 2.3 2.29h.528c1.27 0 2.3-1.026 2.3-2.29V15.03c0-1.265-1.03-2.29-2.3-2.29ZM39.7 6.378h-.529c-1.27 0-2.3 1.025-2.3 2.29V33.62c0 1.264 1.03 2.29 2.3 2.29h.529c1.27 0 2.3-1.026 2.3-2.29V8.668c0-1.265-1.03-2.29-2.3-2.29Z"></path></svg><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Sprinklr Marketing</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/products/marketing-and-advertising/"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/products/marketing-and-advertising/content-marketing/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Content Marketing and Campaign Planning</span></div></a><a href="/products/marketing-and-advertising/social-advertising/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Advertising</span></div></a><a href="/products/marketing-and-advertising/marketing-analytics/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Marketing Analytics</span></div></a><a href="/products/marketing-and-advertising/ad-comment/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Ad Comment Moderation</span></div></a></div></div></div></div></div><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-0 pointer-events-none"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 absolute inset-0"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Platform</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/products/platform/"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/products/platform/ai/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Sprinklr AI</span></div></a><a href="/products/platform/ai-plus/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Sprinklr AI+</span></div></a><a href="/products/platform/ai-studio/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">AI Studio</span></div></a><a href="/trust/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Security</span></div></a><a href="/products/platform/integrations/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Integrations</span></div></a><a href="/products/platform/sprinklr-sandbox/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Sandbox</span></div></a><a href="/products/platform/display/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Display</span></div></a><a href="/products/platform/presentations/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Presentations</span></div></a><a href="/products/platform/active-data-retention/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Active Data Retention</span></div></a><a data-link-type="external" href="https://developer.sprinklr.com/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">API</span></div></a></div></div></div></div></div></div></div></div></div></div></li><li class="flex items-center" data-menu-item-type="MULTI_LEVEL_INFO_HIGHLIGHTS"><div class="h-full"><button class="block relative h-full" aria-expanded="false"><div class="flex items-center gap-2 desktop-lg:gap-2.5 w-max"><span class="block uppercase py-0 desktop-sm:text-tablet-sm/overline-4 desktop-lg:text-desktop-large/overline-4 text-primarySpaceGrey hover:text-primaryOceanBlue" data-text="Solutions">Solutions</span><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="h-[14px] fill-primarySpaceGrey"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></div></button><div class="absolute bg-white shadow-lg overflow-y-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] -translate-x-2.5 translate-y-[17px] desktop-lg:translate-y-[21px] transition-opacity opacity-0 duration-200 pointer-events-none"><div class="h-full"><div class="bg-white grid auto-cols-auto grid-flow-col auto-rows-min"><div class="w-[274px] border-r border-menuBorder shrink-0"><div class="flex flex-col gap-6 max-h-[calc(100vh_-_var(--header-height)_-_20px)] overflow-auto p-6 header-scrollbar"><div class=""><div class="flex flex-col gap-y-[18px]"><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full bg-primarySkyBlue"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">By Industry</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">By Teams</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button></div></div></div></div><div class=""><div class="grid auto-rows-auto auto-cols-full h-full"><div class="min-w-[274px] desktop-lg:min-w-[268px] max-h-[calc(100vh_-_var(--header-height)_-_20px)] overflow-auto header-scrollbar p-8"><div class="grid auto-rows-max gap-y-4"><a href="/industries/cpg/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">CPG</span></div></a><a href="/industries/financial-services/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Financial Services</span></div></a><a href="/industries/government/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Government</span></div></a><a href="/industries/retail/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Retail</span></div></a><a href="/industries/technology/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Technology</span></div></a><a href="/industries/telecom/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Telecommunications</span></div></a><a href="/industries/travel-hospitality/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Travel & Hospitality</span></div></a></div></div></div></div><div class="hidden"><div class="w-[274px] border-r border-menuBorder shrink-0"><div class="flex flex-col gap-6 max-h-[calc(100vh_-_var(--header-height)_-_20px)] overflow-auto p-6 header-scrollbar"><div class=""><div class="flex flex-col gap-y-[18px]"><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full bg-primarySkyBlue"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Marketing Teams</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Customer Service Teams</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button></div></div></div></div><div class="grid auto-rows-auto auto-cols-full h-full"><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-100 z-10"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 max-h-[calc(100vh_-_var(--header-height)_-_20px)]"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Marketing Teams</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/teams/marketing/"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/teams/marketing/crisis-management/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Crisis Management</span></div></a><a href="/teams/marketing/campaign-content-lifecycle-management/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Content Lifecycle Management</span></div></a><a href="/teams/marketing/social-media-management/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Media Management</span></div></a><a href="/teams/marketing/compliant-digital-selling/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Compliant Digital Selling</span></div></a><a href="/teams/marketing/franchise-digital-management/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Franchise Digital Management</span></div></a><a href="/teams/marketing/executive-reputation-management/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Executive Reputation Management</span></div></a><a href="/teams/marketing/industry-insights-competitive-intelligence/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Industry Insights and Competitive Intelligence</span></div></a><a href="/teams/marketing/creative-insights-production-optimization/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Creative Insights and Production Optimization</span></div></a></div></div></div></div></div><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-0 pointer-events-none"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 max-h-[calc(100vh_-_var(--header-height)_-_20px)]"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Customer Service Teams</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/teams/customer-service/"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/teams/customer-service/omnichannel-contact-center/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Omnichannel Contact Center</span></div></a><a href="/teams/customer-service/customer-self-service/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Customer Self-Service</span></div></a><a href="/teams/customer-service/digital-customer-service/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Digital Customer Service</span></div></a><a href="/teams/customer-service/outbound-campaign-management/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Outbound Campaign Management</span></div></a><a href="/teams/customer-service/workforce-engagement-and-optimization/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Workforce Engagement Management</span></div></a><a href="/teams/customer-service/contact-center-intelligence/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Contact Center Intelligence</span></div></a><a href="/teams/customer-service/social-customer-service/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Customer Service</span></div></a><a href="/teams/customer-service/conversational-commerce/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Conversational Commerce</span></div></a><a href="/teams/customer-service/proactive-digital-engagement/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Proactive Digital Engagement</span></div></a></div></div></div></div></div></div></div></div></div></div></div></li><li class="flex items-center" data-menu-item-type="LINK"><a href="/unified-cxm/"><div class="flex items-center gap-2 desktop-lg:gap-2.5 w-max"><span class="block uppercase py-0 desktop-sm:text-tablet-sm/overline-4 desktop-lg:text-desktop-large/overline-4 text-primarySpaceGrey hover:text-primaryOceanBlue" data-text="Unified-CXM">Unified-CXM</span></div></a></li><li class="flex items-center" data-menu-item-type="LINKS_HIGHLIGHTS"><div class="h-full"><button class="block relative h-full" aria-expanded="false"><div class="flex items-center gap-2 desktop-lg:gap-2.5 w-max"><span class="block uppercase py-0 desktop-sm:text-tablet-sm/overline-4 desktop-lg:text-desktop-large/overline-4 text-primarySpaceGrey hover:text-primaryOceanBlue" data-text="Customers">Customers</span><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="h-[14px] fill-primarySpaceGrey"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></div></button><div class="absolute bg-white shadow-lg overflow-y-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] -translate-x-2.5 translate-y-[17px] desktop-lg:translate-y-[21px] transition-opacity opacity-0 duration-200 pointer-events-none"><div class="h-full"><div class="h-full w-full bg-white flex overflow-y-hidden"><div class="w-[274px] desktop-lg:w-[268px] header-scrollbar overflow-y-auto overflow-x-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] p-6"><div class="grid auto-rows-max gap-y-4"><a href="/stories/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Customer Stories</span></div></a><a href="/sprinklr-champion/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Sprinklr Champions</span></div></a><a data-link-type="external" href="https://community.sprinklr.com/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Sprinklr Community</span></div></a></div></div></div></div></div></div></li><li class="flex items-center" data-menu-item-type="LINKS_HIGHLIGHTS"><div class="h-full"><button class="block relative h-full" aria-expanded="false"><div class="flex items-center gap-2 desktop-lg:gap-2.5 w-max"><span class="block uppercase py-0 desktop-sm:text-tablet-sm/overline-4 desktop-lg:text-desktop-large/overline-4 text-primarySpaceGrey hover:text-primaryOceanBlue" data-text="Company">Company</span><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="h-[14px] fill-primarySpaceGrey"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></div></button><div class="absolute bg-white shadow-lg overflow-y-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] -translate-x-2.5 translate-y-[17px] desktop-lg:translate-y-[21px] transition-opacity opacity-0 duration-200 pointer-events-none"><div class="h-full"><div class="h-full w-full bg-white flex overflow-y-hidden"><div class="w-[274px] desktop-lg:w-[268px] header-scrollbar overflow-y-auto overflow-x-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] p-6"><div class="grid auto-rows-max gap-y-4"><a href="/our-story/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Our Story</span></div></a><a href="/leadership/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Leadership</span></div></a><a href="/newsroom/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Newsroom</span></div></a><a href="/partners/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Partners</span></div></a><a href="/careers/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Careers</span></div></a><a data-link-type="external" href="https://investors.sprinklr.com/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Investor Relations</span></div></a><a href="/trust/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Security & Data Privacy</span></div></a><a href="/sustainability/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Sustainability</span></div></a></div></div></div></div></div></div></li><li class="flex items-center" data-menu-item-type="LINKS_HIGHLIGHTS"><div class="h-full"><button class="block relative h-full" aria-expanded="false"><div class="flex items-center gap-2 desktop-lg:gap-2.5 w-max"><span class="block uppercase py-0 desktop-sm:text-tablet-sm/overline-4 desktop-lg:text-desktop-large/overline-4 text-primarySpaceGrey hover:text-primaryOceanBlue" data-text="Resources">Resources</span><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="h-[14px] fill-primarySpaceGrey"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></div></button><div class="absolute bg-white shadow-lg overflow-y-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] -translate-x-2.5 translate-y-[17px] desktop-lg:translate-y-[21px] transition-opacity opacity-0 duration-200 pointer-events-none"><div class="h-full"><div class="h-full w-full bg-white flex overflow-y-hidden"><div class="border-r border-menuBorder shrink-0 w-[252px]"><div class="flex flex-col gap-6 max-h-[calc(100vh_-_var(--header-height)_-_20px)] overflow-auto p-6 header-scrollbar"><div class=""><div class="flex flex-col gap-y-[18px]"><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full bg-primarySkyBlue"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Learn</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Services</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Support</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button></div></div></div></div><div class="grid auto-rows-auto auto-cols-full h-full"><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-100 z-10"><div class="w-[274px] desktop-lg:w-[268px] header-scrollbar overflow-y-auto overflow-x-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] p-6"><div class="grid auto-rows-max gap-y-4"><a href="/sprinklr-social-roi-estimator/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Sprinklr Social ROI Estimator</span></div></a><a href="/ai-maturity-assessment/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">AI Maturity Assessment</span></div></a><a href="/cx-wise/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">CX-WISE</span></div></a><a href="/analyst-reports/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Analyst Reports</span></div></a><a href="/demo-center/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Sprinklr Demo Center</span></div></a><a href="/resources/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">eBooks & Reports</span></div></a><a href="/events/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Events & Webinars</span></div></a><a href="/blog/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Blog</span></div></a><a href="/cxm/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Unified-CXM Guide</span></div></a><a href="/forbes-influential-cmos-2024/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Forbes Influential CMO 2024</span></div></a></div></div></div><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-0 pointer-events-none"><div class="w-[274px] desktop-lg:w-[268px] header-scrollbar overflow-y-auto overflow-x-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] p-6"><div class="grid auto-rows-max gap-y-4"><a href="/services/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b 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Us</span></div></a></div></div></div></div></div></div></div></div></li></ul></div><div class="flex justify-end flex-1 items-center gap-5 desktop-lg:gap-10"><a href="/pricing/customer-service/"><div class="flex items-center gap-2 desktop-lg:gap-2.5 w-max"><span class="block uppercase py-0 desktop-sm:text-tablet-sm/overline-4 desktop-lg:text-desktop-large/overline-4 text-primarySpaceGrey hover:text-primaryOceanBlue" data-text="Pricing">Pricing</span></div></a><a data-link-type="external" href="https://lite.sprinklr.com/signup" target="_blank" rel="noreferrer noopener"><div class="flex items-center gap-2 desktop-lg:gap-2.5 w-max"><span class="block uppercase py-0 desktop-sm:text-tablet-sm/overline-4 desktop-lg:text-desktop-large/overline-4 text-primarySpaceGrey hover:text-primaryOceanBlue" data-text="Free Trial">Free Trial</span></div></a><a href="/demo/"><button class="inline-flex items-center justify-center text-center rounded-full ring-offset-background transition-colors 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From quicker resolutions to lower service cost, Interactive Voice Response can give your call centers the boost they require to thrive. ","author":[{"@type":"Person","name":"Sprinklr Team","url":"https://www.sprinklr.com/blog/author/sprinklr-team/"}],"publisher":{"@type":"Organization","name":"Sprinklr","logo":{"@type":"ImageObject","url":"https://www.sprinklr.com/icons/icon-512x512.png"}},"datePublished":"2023-07-31"}</script><section data-widget-name="widgetBlogPostHero" id="4RNNqWut4OsGGvKfQbjML6"><div class="relative overflow-clip"><div class="w-full max-w-[312px] tablet-sm:max-w-[688px] desktop-sm:max-w-[930px] desktop-lg:max-w-[1234px] mx-auto"><div class="flex max-tablet-sm:hidden mx-auto justify-between py-6 desktop-lg:py-8 items-center"><div class="desktop-lg:max-w-[720px]"><div class="flex flex-row gap-2 items-center desktop-sm:gap-3 mb-4"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 47 34" class="fill-ceruleanBlue h-6 desktop-sm:h-8 w-auto"><g clip-path="url(#service_svg__a)"><path d="M23.512 6.123C15.999-3.201-1.1.196.064 15.229c.593 7.724 6.582 14.282 12.359 18.865l2.116-4.78c.799-1.57 2.058-2.895 3.63-3.823a10.361 10.361 0 0 1 5.258-1.42c1.86 0 3.684.492 5.257 1.42 1.573.928 2.832 2.253 3.63 3.823l2.117 4.78c5.777-4.583 11.766-11.141 12.358-18.865C48.123.177 31.045-3.2 23.512 6.123Zm0 16.099a5.83 5.83 0 0 1-3.08-.872 5.27 5.27 0 0 1-2.043-2.323 4.856 4.856 0 0 1-.315-2.99 5.08 5.08 0 0 1 1.517-2.65 5.677 5.677 0 0 1 2.839-1.417 5.912 5.912 0 0 1 3.203.295 5.48 5.48 0 0 1 2.488 1.906c.61.851.935 1.852.935 2.876 0 1.372-.584 2.688-1.624 3.66-1.04.97-2.45 1.515-3.92 1.515Z"></path></g><defs><clipPath id="service_svg__a"><path fill="#fff" d="M0 0h47v33.167H0z"></path></clipPath></defs></svg><div class="text-mobile/heading-5">Sprinklr Service</div></div><p class="whitespace-pre-line text-tablet-sm/heading-5 desktop-sm:text-tablet-sm/heading-3 desktop-lg:text-desktop-large/heading-3">The next generation of CCaaS is here</p><div class="space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4 text-slateGray text-tablet-sm/body-4 desktop-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-2 mt-2 desktop-sm:mt-2.5"><p>Digital-first customer service, enterprise-scale voice support. Redefine customer service with an AI-powered platform that unifies voice, digital and social channels. Power channel-less interactions and seamless resolution no matter the channel of contact.</p></div><a href="/demo-care/"><div class="spr-btn spr-btn-primary spr-btn-default mt-4"><span>Request Demo</span></div></a><div class="mt-8 flex flex-wrap gap-4"><img alt="Prada" loading="lazy" width="200" height="200" decoding="async" data-nimg="1" class="h-5 w-16 desktop-sm:h-6 desktop-sm:w-20" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/179nEzl1z28RdrtUES6IHZ/febf06fedace54ff69bef9f2fc3f7d8c/Prada.svg?w=256&q=50 1x, //images.ctfassets.net/ukazlt65o6hl/179nEzl1z28RdrtUES6IHZ/febf06fedace54ff69bef9f2fc3f7d8c/Prada.svg?w=640&q=50 2x" src="//images.ctfassets.net/ukazlt65o6hl/179nEzl1z28RdrtUES6IHZ/febf06fedace54ff69bef9f2fc3f7d8c/Prada.svg?w=640&q=50"/><img alt="Honda" loading="lazy" width="200" height="200" decoding="async" data-nimg="1" class="h-5 w-16 desktop-sm:h-6 desktop-sm:w-20" style="color:transparent" 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-z-10"></div></div><div data-el="ref"><div class="w-full max-w-[312px] tablet-sm:max-w-[688px] desktop-sm:max-w-[930px] desktop-lg:max-w-[1234px] mx-auto"><div class="w-full pt-8 tablet-sm:pt-16 desktop-sm:pt-14 desktop-lg:pt-16 pb-16 tablet-sm:pb-[108px] desktop-sm:pb-[140px] desktop-lg:pb-[180px]"><div class="w-full flex max-desktop-sm:flex-col gap-y-8 tablet-sm:gap-y-12 gap-x-[116px] desktop-lg:gap-x-[168px]"><div class="desktop-sm:pb-14 desktop-sm:max-w-[548px] desktop-lg:max-w-[724px] desktop-lg:pb-12 desktop-sm:border-lightGrey desktop-sm:border-b-2"><span class="inline-block py-2 px-5 rounded-full bg-strawYellow-300 uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/label-1 desktop-lg:text-desktop-large/label-1 mb-4 tablet-sm:mb-6">Customer Service</span><h1 class="text-mobile-sm/heading-5 tablet-sm:text-tablet-sm/heading-2 desktop-sm:text-tablet-sm/heading-1 desktop-lg:text-desktop-large/heading-2">Top 15 benefits of IVR systems in call centers</h1><div class="text-cometBlack uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-2 desktop-lg:text-desktop-large/overline-2 mt-3 tablet-sm:mt-6 desktop-sm:mt-8">July 31, 2023 • 6 MIN READ</div></div><div class="flex-none w-full desktop-sm:w-[268px] desktop-lg:w-[344px] text-cometBlack pb-10 tablet-sm:pb-12 desktop-sm:pb-8 desktop-lg:pt-14 desktop-lg:pb-7 border-lightGrey border-b-2"><div class="text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-2 uppercase">Authors</div><div class="flex flex-col tablet-sm:max-desktop-sm:flex-row gap-y-4 gap-x-4 mt-2.5 tablet-sm:mt-6"><a class="block flex-1" href="/blog/author/sprinklr-team/"><div class="flex items-center gap-x-4 group"><div class="flex items-center justify-center aspect-square rounded-full w-14 uppercase bg-slateGray text-white text-mobile-sm/heading-4 tablet-sm:text-tablet-sm/heading-3 desktop-lg:text-desktop-large/heading-4">S</div><div><div class="text-primaryOceanBlue text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Sprinklr Team</div><div class="mt-0.5 tablet-sm:mt-1 text-primarySpaceGrey text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3"></div></div></div></a></div></div></div><div class="flex gap-[116px] desktop-lg:gap-[168px] mt-10 tablet-sm:mt-8 desktop-sm:mt-12"><div class="w-full desktop-sm:max-w-[548px] desktop-lg:max-w-[724px]"><div class="space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4 text-primarySpaceGrey text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-2 prose-headings:mb-4 prose-headings:mt-8 tablet-sm:prose-headings:mt-10 prose-img:mt-8 tablet-sm:prose-img:mt-10 prose-a:underline prose-h2:text-mobile-sm/heading-5 tablet-sm:prose-h2:text-tablet-sm/heading-5 desktop-sm:prose-h2:text-tablet-sm/heading-2 desktop-lg:prose-h2:text-desktop-large/heading-4 prose-h3:text-mobile-sm/body-1-bold tablet-sm:prose-h3:text-tablet-sm/heading-6 desktop-sm:prose-h3:text-tablet-sm/heading-3 desktop-lg:prose-h3:text-desktop-large/heading-5 prose-h4:text-mobile-sm/body-2-bold tablet-sm:prose-h4:text-tablet-sm/heading-6 desktop-sm:prose-h4:text-tablet-sm/heading-5 desktop-lg:prose-h4:text-desktop-large/heading-5 prose-img:mx-auto"><p>Call centers have acted as the primary medium for customer support, with phone support being the preferred channel of choice for more than half the customers worldwide.<br/><br/>One of the foundational tools leveraged by call centers is an <a href="/cxm/interactive-voice-response/" class="font-semibold text-primaryOceanBlue hover:underline"><u>Interactive Voice Response (IVR)</u></a> system that can help identify, segment and route callers to the most appropriate agent or team for fast resolutions.<br/><br/>IVR offers several options in a menu that a customer can pick to pinpoint their issue. The IVR then directs them to the agent or department that is equipped to handle these kinds of issues. The end result is faster resolutions and higher customer satisfaction, which more often than not fosters customer loyalty and retention for your business.<br/><br/>These are just few of the benefits of IVR to call centers. To discover all, read on. </p><h2><strong class="font-bold">Benefits of IVR technology for effective CX</strong></h2><p>IVR helps enhance customer experience, reduce operational costs and increase the efficiency of call centers. And when you opt for conversational IVR (which incorporates artificial intelligence, machine learning and natural language understanding) your customer experience and support efficiency expand even more. </p><h3><strong class="font-bold">1. Reduces your customers’ wait times</strong></h3><p>By intelligent routing, IVR matches customers to agents in a speedy fashion, reducing their wait times in a big way. In addition, since the customer is interacting with an agent best suited to solve their problem, there is a higher likelihood of resolving the issue on the first call.</p><p><strong class="font-bold">Check out:</strong> <a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/improve-customer-service-response-time-with-AI/"><u>5 ways to reduce customer wait time with AI</u></a> </p><h3><strong class="font-bold">2. Generates deep customer insights</strong></h3><p>By analyzing your customers’ inputs, you gather insights on your top contact drivers and reasons why customers contact you in the first place. You can use these insights to tailor your products, services, support and content recommendations to your customers’ unique needs and interests. </p><h3><strong class="font-bold">3. Boosts operational efficiency and productivity</strong></h3><p>A robust IVR system can verify new accounts, make payments, provide trouble-shooting support, check account information, request renewals and many more routine tasks without human intervention.<br/><br/>Anything else?</p><p>Organizations using intelligent, intuitive IVR to handle routine inquiries independently can lighten the load on your human agents. Consequently, they can utilize their time effectively and do more in less time.</p><h3><strong class="font-bold">4. Lowers support costs</strong></h3><p>Every second that a customer spends on a call costs the company money. Call centers can reduce their costs by routing customers to the right agent at the right time. Plus, it gathers context and basic information from customers before pushing them to agents, which helps them resolve cases better.</p><p>In addition, substantial savings can be achieved by deflecting calls to <a href="/cxm/customer-self-service/" class="font-semibold text-primaryOceanBlue hover:underline"><u>customer self-service</u></a> channels like <a href="/cxm/knowledge-base/" class="font-semibold text-primaryOceanBlue hover:underline"><u>knowledge base</u></a> and <a href="/cxm/chatbots/" class="font-semibold text-primaryOceanBlue hover:underline"><u>chatbots</u></a> that are fast as well as cost-effective. This way, you can handle peak hour traffic and offer after-hours support with limited teams.</p><h3><strong class="font-bold">5. Personalized self-service</strong></h3><p>IVR combines self-service with personalization by capturing the customers' exact phrases and allowing them to steer the conversation by interacting naturally in their language. Doing so helps refine and improve the self-service experience.</p><p><strong class="font-bold">💡Bonus tip: </strong>If you run a global business, invest in <a class="font-semibold text-primaryOceanBlue hover:underline" href="/products/customer-service/conversational-ivr/"><u>IVR software</u></a> that offers multilingual support. You can greet regional customers in their local language and communicate with them more meaningfully.</p><h3><strong class="font-bold">6. Helps improve first-contact resolution</strong></h3><p>As explained, IVR helps improve <a href="/cxm/first-contact-resolution/" class="font-semibold text-primaryOceanBlue hover:underline"><u>first-contact resolution</u></a> significantly by matching customers to agents intelligently. With fewer call transfers, your cases reach resolutions faster. Since the IVR collects relevant information from the customer before transferring, the agent can immediately start working on solving the problem which again reduces your <a href="/cxm/average-handle-time/" class="font-semibold text-primaryOceanBlue hover:underline"><u>average handle time.</u></a></p><h3><strong class="font-bold">7. Prioritizes high-stakes calls</strong></h3><p>IVR systems can be programmed to direct big-ticket customer calls to your most qualified agents by leveraging something called <a href="/cxm/skill-based-routing/" class="font-semibold text-primaryOceanBlue hover:underline"><u>skill-based routing</u></a>. If no agent is available during the call, the caller will be placed first in the queue to ensure you do not lose the customer’s business due to long wait times.</p><h3><strong class="font-bold">8. Supports lead conversion</strong></h3><p>Interactive voice response plays a critical role in sales and lead generation as it scores and pre-qualifies callers basis their intent and customer history. It routes qualified prospects to your sales and pre-sales teams for speedy conversion.</p><h3><strong class="font-bold">9. Improves your call center metrics</strong></h3><p>By adopting a modern IVR system, contact centers can boost their metrics and meet their targets efficiently. For example, suppose a customer wants to make a purchase and contacts your customer support for some product information. IVR can help the customer complete the transaction without live support, reducing your <a href="/cxm/call-abandonment-rate/" class="font-semibold text-primaryOceanBlue hover:underline"><u>call abandonment rate</u></a>.</p><p><strong class="font-bold">Also read: </strong><a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/call-center-kpis/"><u>10 Important call center KPIs to track</u></a><strong class="font-bold"> </strong></p><h3><strong class="font-bold">10. Enhances your customer experience</strong></h3><p>IVR can help augment customer experience through custom greetings, simple prompts and implementing several languages in the menu option. Customers will better appreciate your brand if they can easily navigate the system and resolve their issues quickly and efficiently. </p><h3><strong class="font-bold">11. Helps offer round-the-clock customer support</strong></h3><p>The ability to offer 24/7 customer support is one of the significant benefits of IVR. IVR systems are available round-the-clock and are not limited by office hours, holidays or maternity breaks. Customers can contact you and receive customer service whenever needed, even outside your business hours.</p><h3><strong class="font-bold">12. Helps you scale support</strong></h3><p>IVR helps scale your operations by adapting to your company’s and customers changing needs and expectations by integrating top-of-the-line contact center features such as <a href="/cxm/automatic-call-distribution/" class="font-semibold text-primaryOceanBlue hover:underline"><u>automatic call distribution</u></a> and <a href="/cxm/call-management/" class="font-semibold text-primaryOceanBlue hover:underline"><u>call management</u></a>. As a result, as your business grows, you can scale up your support without adding headcount to your call center.</p><h3><strong class="font-bold">13. Eliminates human errors</strong></h3><p>Routing calls to the right person can be error-prone when customer service representatives do it manually. This may lead to long wait times and inaccurate routing, negatively affecting your customer experience and brand health. With IVR putting call routing on autopilot, the risk of mistakes is minimized. </p><h3><strong class="font-bold">14. Boosts agent productivity and morale</strong></h3><p>Routing simple and common queries to the company’s knowledge base or <a href="/cxm/virtual-agent/" class="font-semibold text-primaryOceanBlue hover:underline"><u>virtual agents</u></a> reduces your agents’ caseload, leaving them free to focus on cognitive cases. They feel more productive and meet their SLAs effectively, which also addresses the problem of agent churn in call centers.</p><p><strong class="font-bold">Recommended reading: </strong><a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/improve-agent-productivity-with-customized-user-experience/"><u>Improving agent productivity with better user experience</u></a></p><h3><strong class="font-bold">15. Reinforces your brand voice</strong></h3><p>By injecting your unique brand voice in your IVR’s look and feel, you can put your brand front and center while interacting with customers and prospects. In an age of fierce competition, repeat touches can help with brand recall. </p><h2>Final thoughts</h2><p>Despite the many benefits of IVR, some customers still prefer to speak to a live agent. That's where <a class="font-semibold text-primaryOceanBlue hover:underline" href="/products/customer-service/conversational-ivr/"><u>conversational IVR software</u></a> can come in handy. It collects information and customer feedback with a human touch. Moreover, it can be localized to cater to your diverse customer base and integrated with your CRM tools with a few clicks. </p><p>Not convinced? </p><p>Take Sprinklr on a free spin for 30 days, with a <a data-link-type="external" href="https://lite.sprinklr.com/signup" class="font-semibold text-primaryOceanBlue hover:underline" target="_blank" rel="noreferrer noopener nofollow"><u>no-holds-barred free trial</u></a>. Transform your voice support experience right now.</p></div></div><div class="max-desktop-sm:hidden"><div style="--header-height:0px;--subnav-height:0px;--sticky-top-margin:20px" class="w-[268px] desktop-lg:w-[344px] h-fit sticky top-[calc(var(--header-height)_+_var(--subnav-height)_+_var(--sticky-top-margin))] flex-none"><div class="transition-opacity duration-500"><div class="rounded w-full bg-angledSkyGradient p-4 desktop-lg:p-6"><p class="whitespace-pre-line text-tablet-sm/heading-5 desktop-lg:text-tablet/heading-4 mb-3 desktop-lg:mb-4">Let Sprinklr reduce your contact center costs</p><p class="whitespace-pre-line text-tablet-sm/body-4 desktop-lg:text-tablet-sm/body-3 mb-6 desktop-lg:mb-8">Make life easier for your customers, your agents and yourself with Sprinklr’s all-in-one contact center platform.</p><a data-link-type="external" href="https://lite.sprinklr.com/signup?product=service"><div class="spr-btn spr-btn-primary spr-btn-default"><span>Start Free 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2.571 6.822h-.014a.576.576 0 0 1-.086-.786v-.014a.533.533 0 0 1 .772-.086L8.4 9.964l1.6 1.258 6.757-5.286a.548.548 0 0 1 .772.1c.185.243.142.6-.1.786l-4.586 3.585 4.614 4.172Z"></path></g><defs><clipPath id="mailEnvelope_svg__a"><path fill="#fff" d="M0 0h20v20H0z"></path></clipPath></defs></svg></div></a></div></div><div class="flex-none w-full mt-8 tablet-sm:mt-14 desktop-sm:mt-10 desktop-lg:mt-12"><span class="text-mobile-sm/heading-5 tablet-sm:text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-4">Article Authors</span><div class="flex max-tablet-sm:flex-col gap-y-6 gap-x-4 mt-6"><a class="block flex-1" href="/blog/author/sprinklr-team/"><div class="flex items-center gap-x-4 group"><div class="flex items-center justify-center aspect-square rounded-full w-14 uppercase bg-slateGray text-white text-mobile-sm/heading-4 tablet-sm:text-tablet-sm/heading-3 desktop-lg:text-desktop-large/heading-4">S</div><div><div class="text-primaryOceanBlue text-mobile-sm/body-2-bold 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gap-[116px] desktop-lg:gap-[168px] mt-10 tablet-sm:mt-8 desktop-sm:mt-12\",\"children\":[[\"$\",\"div\",null,{\"className\":\"w-full desktop-sm:max-w-[548px] desktop-lg:max-w-[724px]\",\"children\":[\"$\",\"div\",null,{\"className\":\"space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4 text-primarySpaceGrey text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-2 prose-headings:mb-4 prose-headings:mt-8 tablet-sm:prose-headings:mt-10 prose-img:mt-8 tablet-sm:prose-img:mt-10 prose-a:underline prose-h2:text-mobile-sm/heading-5 tablet-sm:prose-h2:text-tablet-sm/heading-5 desktop-sm:prose-h2:text-tablet-sm/heading-2 desktop-lg:prose-h2:text-desktop-large/heading-4 prose-h3:text-mobile-sm/body-1-bold tablet-sm:prose-h3:text-tablet-sm/heading-6 desktop-sm:prose-h3:text-tablet-sm/heading-3 desktop-lg:prose-h3:text-desktop-large/heading-5 prose-h4:text-mobile-sm/body-2-bold tablet-sm:prose-h4:text-tablet-sm/heading-6 desktop-sm:prose-h4:text-tablet-sm/heading-5 desktop-lg:prose-h4:text-desktop-large/heading-5 prose-img:mx-auto\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[false,\"Call centers have acted as the primary medium for customer support, with phone support being the preferred channel of choice for more than half the customers worldwide.\",[\"$\",\"br\",null,{}],\"\",[\"$\",\"br\",null,{}],\"One of the foundational tools leveraged by call centers is an \"],[\"$\",\"a\",null,{\"href\":\"/cxm/interactive-voice-response/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"Interactive Voice Response (IVR)\"]}]]}],[false,\" system that can help identify, segment and route callers to the most appropriate agent or team for fast resolutions.\",[\"$\",\"br\",null,{}],\"\",[\"$\",\"br\",null,{}],\"IVR offers several options in a menu that a customer can pick to pinpoint their issue. The IVR then directs them to the agent or department that is equipped to handle these kinds of issues. The end result is faster resolutions and higher customer satisfaction, which more often than not fosters customer loyalty and retention for your business.\",[\"$\",\"br\",null,{}],\"\",[\"$\",\"br\",null,{}],\"These are just few of the benefits of IVR to call centers. To discover all, read on. \"]]}],[\"$\",\"h2\",null,{\"children\":[null,[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Benefits of IVR technology for effective CX\"]}]]]}],[\"$\",\"p\",\"2\",{\"children\":[[false,\"IVR helps enhance customer experience, reduce operational costs and increase the efficiency of call centers. And when you opt for conversational IVR (which incorporates artificial intelligence, machine learning and natural language understanding) your customer experience and support efficiency expand even more. \"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"1. Reduces your customers’ wait times\"]}]]]}],[\"$\",\"p\",\"4\",{\"children\":[[false,\"By intelligent routing, IVR matches customers to agents in a speedy fashion, reducing their wait times in a big way. In addition, since the customer is interacting with an agent best suited to solve their problem, there is a higher likelihood of resolving the issue on the first call.\"]]}],[\"$\",\"p\",\"5\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Check out:\"]}],[false,\" \"],[\"$\",\"$L30\",null,{\"href\":\"/blog/improve-customer-service-response-time-with-AI/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"5 ways to reduce customer wait time with AI\"]}]],\"prefetch\":true}],[false,\" \"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"2. Generates deep customer insights\"]}]]]}],[\"$\",\"p\",\"7\",{\"children\":[[false,\"By analyzing your customers’ inputs, you gather insights on your top contact drivers and reasons why customers contact you in the first place. You can use these insights to tailor your products, services, support and content recommendations to your customers’ unique needs and interests. \"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"3. Boosts operational efficiency and productivity\"]}]]]}],[\"$\",\"p\",\"9\",{\"children\":[[false,\"A robust IVR system can verify new accounts, make payments, provide trouble-shooting support, check account information, request renewals and many more routine tasks without human intervention.\",[\"$\",\"br\",null,{}],\"\",[\"$\",\"br\",null,{}],\"Anything else?\"]]}],[\"$\",\"p\",\"10\",{\"children\":[[false,\"Organizations using intelligent, intuitive IVR to handle routine inquiries independently can lighten the load on your human agents. Consequently, they can utilize their time effectively and do more in less time.\"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"4. Lowers support costs\"]}]]]}],[\"$\",\"p\",\"12\",{\"children\":[[false,\"Every second that a customer spends on a call costs the company money. Call centers can reduce their costs by routing customers to the right agent at the right time. Plus, it gathers context and basic information from customers before pushing them to agents, which helps them resolve cases better.\"]]}],[\"$\",\"p\",\"13\",{\"children\":[[false,\"In addition, substantial savings can be achieved by deflecting calls to \"],[\"$\",\"a\",null,{\"href\":\"/cxm/customer-self-service/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"customer self-service\"]}]]}],[false,\" channels like \"],[\"$\",\"a\",null,{\"href\":\"/cxm/knowledge-base/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"knowledge base\"]}]]}],[false,\" and \"],[\"$\",\"a\",null,{\"href\":\"/cxm/chatbots/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"chatbots\"]}]]}],[false,\" that are fast as well as cost-effective. This way, you can handle peak hour traffic and offer after-hours support with limited teams.\"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"5. Personalized self-service\"]}]]]}],[\"$\",\"p\",\"15\",{\"children\":[[false,\"IVR combines self-service with personalization by capturing the customers' exact phrases and allowing them to steer the conversation by interacting naturally in their language. Doing so helps refine and improve the self-service experience.\"]]}],[\"$\",\"p\",\"16\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"💡Bonus tip: \"]}],[false,\"If you run a global business, invest in \"],[\"$\",\"$L30\",null,{\"href\":\"/products/customer-service/conversational-ivr/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"IVR software\"]}]],\"prefetch\":true}],[false,\" that offers multilingual support. You can greet regional customers in their local language and communicate with them more meaningfully.\"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"6. Helps improve first-contact resolution\"]}]]]}],[\"$\",\"p\",\"18\",{\"children\":[[false,\"As explained, IVR helps improve \"],[\"$\",\"a\",null,{\"href\":\"/cxm/first-contact-resolution/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"first-contact resolution\"]}]]}],[false,\" significantly by matching customers to agents intelligently. With fewer call transfers, your cases reach resolutions faster. Since the IVR collects relevant information from the customer before transferring, the agent can immediately start working on solving the problem which again reduces your \"],[\"$\",\"a\",null,{\"href\":\"/cxm/average-handle-time/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"average handle time.\"]}]]}],[false,\"\"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"7. Prioritizes high-stakes calls\"]}]]]}],[\"$\",\"p\",\"20\",{\"children\":[[false,\"IVR systems can be programmed to direct big-ticket customer calls to your most qualified agents by leveraging something called \"],[\"$\",\"a\",null,{\"href\":\"/cxm/skill-based-routing/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"skill-based routing\"]}]]}],[false,\". If no agent is available during the call, the caller will be placed first in the queue to ensure you do not lose the customer’s business due to long wait times.\"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"8. Supports lead conversion\"]}]]]}],[\"$\",\"p\",\"22\",{\"children\":[[false,\"Interactive voice response plays a critical role in sales and lead generation as it scores and pre-qualifies callers basis their intent and customer history. It routes qualified prospects to your sales and pre-sales teams for speedy conversion.\"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"9. Improves your call center metrics\"]}]]]}],[\"$\",\"p\",\"24\",{\"children\":[[false,\"By adopting a modern IVR system, contact centers can boost their metrics and meet their targets efficiently. For example, suppose a customer wants to make a purchase and contacts your customer support for some product information. IVR can help the customer complete the transaction without live support, reducing your \"],[\"$\",\"a\",null,{\"href\":\"/cxm/call-abandonment-rate/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"call abandonment rate\"]}]]}],[false,\".\"]]}],[\"$\",\"p\",\"25\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Also read: \"]}],[\"$\",\"$L30\",null,{\"href\":\"/blog/call-center-kpis/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"10 Important call center KPIs to track\"]}]],\"prefetch\":true}],[\"$\",\"strong\",\"2\",{\"className\":\"font-bold\",\"children\":[false,\" \"]}]]}],[\"$\",\"h3\",null,{\"children\":[null,[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"10. Enhances your customer experience\"]}]]]}],[\"$\",\"p\",\"27\",{\"children\":[[false,\"IVR can help augment customer experience through custom greetings, simple prompts and implementing several languages in the menu option. Customers will better appreciate your brand if they can easily navigate the system and resolve their issues quickly and efficiently. \"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"11. Helps offer round-the-clock customer support\"]}]]]}],[\"$\",\"p\",\"29\",{\"children\":[[false,\"The ability to offer 24/7 customer support is one of the significant benefits of IVR. IVR systems are available round-the-clock and are not limited by office hours, holidays or maternity breaks. Customers can contact you and receive customer service whenever needed, even outside your business hours.\"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"12. Helps you scale support\"]}]]]}],[\"$\",\"p\",\"31\",{\"children\":[[false,\"IVR helps scale your operations by adapting to your company’s and customers changing needs and expectations by integrating top-of-the-line contact center features such as \"],[\"$\",\"a\",null,{\"href\":\"/cxm/automatic-call-distribution/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"automatic call distribution\"]}]]}],[false,\" and \"],[\"$\",\"a\",null,{\"href\":\"/cxm/call-management/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"call management\"]}]]}],[false,\". As a result, as your business grows, you can scale up your support without adding headcount to your call center.\"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"13. Eliminates human errors\"]}]]]}],[\"$\",\"p\",\"33\",{\"children\":[[false,\"Routing calls to the right person can be error-prone when customer service representatives do it manually. This may lead to long wait times and inaccurate routing, negatively affecting your customer experience and brand health. With IVR putting call routing on autopilot, the risk of mistakes is minimized. \"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"14. Boosts agent productivity and morale\"]}]]]}],[\"$\",\"p\",\"35\",{\"children\":[[false,\"Routing simple and common queries to the company’s knowledge base or \"],[\"$\",\"a\",null,{\"href\":\"/cxm/virtual-agent/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"virtual agents\"]}]]}],[false,\" reduces your agents’ caseload, leaving them free to focus on cognitive cases. They feel more productive and meet their SLAs effectively, which also addresses the problem of agent churn in call centers.\"]]}],[\"$\",\"p\",\"36\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Recommended reading: \"]}],[\"$\",\"$L30\",null,{\"href\":\"/blog/improve-agent-productivity-with-customized-user-experience/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"Improving agent productivity with better user experience\"]}]],\"prefetch\":true}],[false,\"\"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"15. Reinforces your brand voice\"]}]]]}],[\"$\",\"p\",\"38\",{\"children\":[[false,\"By injecting your unique brand voice in your IVR’s look and feel, you can put your brand front and center while interacting with customers and prospects. In an age of fierce competition, repeat touches can help with brand recall. \"]]}],[\"$\",\"h2\",null,{\"children\":[null,[[false,\"Final thoughts\"]]]}],[\"$\",\"p\",\"40\",{\"children\":[[false,\"Despite the many benefits of IVR, some customers still prefer to speak to a live agent. That's where \"],[\"$\",\"$L30\",null,{\"href\":\"/products/customer-service/conversational-ivr/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"conversational IVR software\"]}]],\"prefetch\":true}],[false,\" can come in handy. It collects information and customer feedback with a human touch. Moreover, it can be localized to cater to your diverse customer base and integrated with your CRM tools with a few clicks. \"]]}],[\"$\",\"p\",\"41\",{\"children\":[[false,\"Not convinced? \"]]}],[\"$\",\"p\",\"42\",{\"children\":[[false,\"Take Sprinklr on a free spin for 30 days, with a \"],[\"$\",\"$L31\",null,{\"href\":\"https://lite.sprinklr.com/signup\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"no-holds-barred free trial\"]}]]}],[false,\". Transform your voice support experience right now.\"]]}]]}]}],[\"$\",\"$L32\",null,{\"banner\":{\"contentType\":\"widgetBlogBanner\",\"id\":\"1z8knrwQS63pu8n3vjr1ln\",\"name\":\"Blog Post Banner - Sprinklr Service\",\"title\":\"Let Sprinklr reduce your contact center costs\",\"description\":\"Make life easier for your customers, your agents and yourself with Sprinklr’s all-in-one contact center platform.\",\"cta\":{\"contentType\":\"refreshCta\",\"id\":\"7yE6NZNAYYaAovtR4ytgcw\",\"name\":\"Start Free Trial\",\"type\":\"BUTTON\",\"label\":\"Start Free Trial\",\"url\":\"https://lite.sprinklr.com/signup?product=service\",\"action\":\"NAVIGATE\",\"variant\":\"primary\",\"size\":\"lg\",\"isOpenNewTab\":false}},\"tocNodes\":[],\"relatedArticles\":[{\"id\":\"7IXarHASxfpZnsL55G2YJu\",\"title\":\"E-Commerce Customer Service: The 2024 Success Plan\",\"category\":\"Customer Service\",\"authors\":[{\"contentType\":\"blogAuthorPage\",\"id\":\"33vgVEsAp7nBwdRwdpVxmB\",\"authorName\":\"Aashika Suresh\",\"metadata\":{\"contentType\":\"metadata\",\"id\":\"2xLdooNHtr9KjCnznnNrEQ\",\"seoTitle\":\"Aashika Suresh\",\"seoDescription\":\"Get the latest articles and insights from Aashika Suresh. Stay updated with trends and practical advice.\"},\"person\":{\"contentType\":\"person\",\"id\":\"5SVTw8aMHWYnljo8wPJrsU\",\"entryTitle\":\"Aashika Suresh\",\"name\":\"Aashika Suresh\",\"title\":\"Guest Contributor\",\"type\":\"BLOG_AUTHOR\",\"bio\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"An experienced content and features writer with expertise in business, finance, culture and entertainment.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"slug\":\"aashika-suresh\"},\"personalization\":\"Lazy\"}],\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Cliched it may sound but delivering stellar e-commerce customer service is the key to differentiating your business in a crowded and competitive marketplace. Gary Vaynerchuk perfectly articulates this when he says, “In e-commerce, your customer service is your brand. It’s what sets you apart from the competition.” \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"It’s common knowledge that the modern customer expects immediacy, personalization, and flawless support experiences. Everything from necessities to luxuries can be delivered to your home with just a few clicks thanks to the ease of online shopping. Now more than ever, customer service for e-commerce businesses can bridge the gap between one-time transactions and continued business with a client. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customer service is the number one factor that decides if a customer will continue buying from you or switch to a rival. In the U.S, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-statistics/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"60%% of customers\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" quit doing business with a company they like if it frequently underdelivers customer service. Putting e-commerce customer service on the back burner can be a costly mistake for large companies competing in a crowded marketplace. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In this blog, we will talk about everything you need to know about e-commerce customer support in 2024, including its key components, benefits, deployment, and optimization tactics. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"What is e-commerce customer service? \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"E-commerce customer service is the process of assisting and supporting customers throughout their online shopping journey on shopping platforms and other channels. Customer support to online shoppers includes answering queries and providing assistance around: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Product information like specifications or availability \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Order management including tracking and cancellations \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Refunds and exchanges \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Payment methods \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Security concerns \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Account management, and so on. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The goal of customer care for e-commerce businesses is not just to improve customer satisfaction but to cut through the competition and convert one-time buyers into repeat customers. It plays a vital role in extending your \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-lifetime-value/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer lifetime value (CLV)\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" by complementing your sales, marketing and strategic business initiatives. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Another point worth noting is that e-commerce customer support extends well beyond the point of sale, nurturing customers through after-sales, loyalty and advocacy stages of the \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-journey/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer journey\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". Done effectively, online shopping support can transform the entire customer experience, winning over loyal customers in a crowded marketplace. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"2IPRyHzabYKVALPPa29aMc\",\"title\":\"💡 Good to know: In any industry, good customer service is built atop foundational pillars like: \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡 Good to know: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"In any industry, good customer service is built atop foundational pillars like: \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"ordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Accessibility \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"In-depth product and service knowledge \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Personalized attention \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer empathy \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Responsiveness \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer-centricity \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Proactiveness \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Tools and technology \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"In e-commerce, implementing these can go a long way to gratify customers. The\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-experience-statistics/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\" latest CX statistics\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" claim that 80% of American shoppers have come to expect speed, convenience, product knowledge, and empathy as part of good customer service. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Learn more: \",\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/pillars-of-customer-service/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"8 Pillars of Good Customer Service\",\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Key components of e-commerce customer service \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Accessibility is an important aspect of e-commerce customer support as customers flit from online to offline, social to website to complete their shopping journey. To make the journey as smooth and seamless as possible, you will need to provide \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/omnichannel-customer-service/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"omnichannel customer service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Support availability across popular \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-channels/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer support channels\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", digital or otherwise, ensures customers get help whenever they need it. The key components of e-commerce customer service typically are: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Live chat\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Best for real-time and quick assistance to customers for queries or issues. Its biggest advantages are speed, co-browsing, and video chat. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Email\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Best for providing support during non-business hours. E-mail support is also handy for troubleshooting technical problems with visual aids and attachments. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Social media\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Best for catering to tech-savvy customers who prefer social media channels for product research and shopping. \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/social-media-customer-service/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Social customer care\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" is also important for monitoring brand sentiment and responding quickly to escalations. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Self-service options\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Best for customers who prefer to find their own solutions, FAQs, knowledge bases, chatbots, and \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-community/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer communities\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" can empower them with quick resolutions. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Phone: \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"Best for customers who need direct, personal and urgent assistance on complex matters that need guidance, such as troubleshooting for technical glitches in software. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Review platforms: \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"Best for addressing concerns of disgruntled and dissatisfied customers. Providing an apology and resolution method for poor experiences can build trust in your brand. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"SMS: \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"Best for quick and time-sensitive communication such as order confirmation, tracking details or reminders. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"ordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"A combination of such support components will give customers flexibility, accessibility and convenience to choose their preferred support channel at every touchpoint. As an e-commerce business, it becomes your responsibility to ensure each support channel complements the others, ensuring customers get help whenever and wherever they need it, with minimal friction. It’s also important to match customer expectations regarding response time on these channels so \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/customer-service-glossary/customer-frustration/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer frustration\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" doesn’t set in. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Also read: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-response-time/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"8 Expert Tips to Improve Customer Response Times\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"E-commerce customer service vs. retail customer service \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Retail customer service is the process of assisting customers in physical stores or during in-person shopping experiences typically through direct interactions with staff and phone calls. Good retail customer service aims to build relationships, enhance satisfaction, and encourage repeat business. In contrast, e-commerce support caters to online shoppers, mostly providing support through digital channels like website/app, live chat, email, and social media. Here are the finer differences between the two: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Aspect\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-header-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"E-commerce Customer Service\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-header-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Retail Customer Service\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-header-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Interaction method\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Largely digital, including live chat, email, social media, self-service, etc. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In-person (through staff and service desks) or on the phone \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Availability\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Round-the-clock support across different channels \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Typically limited to business hours and human resource availability \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Response time\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Short or instant via chatbots, live chat or social media \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Longer, depending on agent availability \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Personalization\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"High, as digital support tools are powered by data analysis \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Variable, depending on agents’ skill set, training and product knowledge \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Challenges\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Technical issues, low touch, data leakage \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Delayed support times, poor agent training, subject to inconsistency \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Opportunities\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Opportunity to provide 24/7 service, scale quickly, offer a choice of support channels \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Opportunity for relationship-building and upselling \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Cost \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Low operating and scaling costs, thanks to automation \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"High ongoing cost because of standing staffing and training demands \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"}],\"nodeType\":\"table\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"4 big benefits of e-commerce customer service\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The world of e-commerce is growing rapidly with revenue estimated to reach a projected market volume of \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.statista.com/outlook/emo/ecommerce/worldwide\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"$$6,478 billion by 2029\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". As the market balloons and competition intensifies, customer expectations will extend beyond present challenges to give rise to new ones. More transaction volume will lead to more support requests. Is it worth the while to invest in building your e-commerce customer support amidst such a flux? Yes, it does. Here are four reasons why: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"It enhances customer satisfaction\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"With timely and responsive support, you can provide instant responses to customers improving their satisfaction levels (\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-satisfaction/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"CSAT\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"). According to Forrester, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/improve-customer-service-response-time-with-AI/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"66% of consumers\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" believe businesses that value their time get the most important thing right about customer service. Using instant messaging tools like social media and live chat, businesses can connect with customers quickly to solve their problems as they arise. Once a ticket is resolved, 86% of customers who use \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/live-chat-support/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"live chat support\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" say they feel gratified. Additionally, if you excel at \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/personalized-customer-service/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"personalized customer service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", you gratify 71% of customers who expect a high degree of personalization from brands they patronize. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"NOVpjly3z2n7RMksaUYWl\",\"title\":\"Are you up for the CSAT Challenge? \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Are you up for the CSAT Challenge?\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"23 social, 11 messaging, chat, SMS and email channels. That’s how many different platforms each customer uses on average for communication with a business. Faltering on even one channel is enough to bounce away customers to competitors. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Does your \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-strategy/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer support strategy\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" optimize for all of this to improve satisfaction? \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Probably not. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Download the \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Sprinklr Service Strategic Handbook\",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" to learn more about real-time communication, building “care communities” and creating an effective customer service strategy. Start multiplying your CSAT today! \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"Vci03NqyuKsxA8uQmmaLL\",\"name\":\"DOWNLOAD EBOOK \",\"type\":\"BUTTON\",\"text\":\"DOWNLOAD EBOOK \",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://www.sprinklr.com/resources/customer-service-strategic-handbook/\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"It boosts customer loyalty\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-retention/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customer retention\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" is a topmost challenge for e-commerce brands worldwide, owing to cut-throat competition and razor-thin margins in the retail industry. That’s where efficient customer support plays a crucial role. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Besides improving in-the-moment customer satisfaction, it also fosters long-term \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-loyalty/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer loyalty\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" that keeps the competition at bay. How does this happen? E-commerce customer service provides a unique opportunity to build strong customer relationships via direct messaging and online communities. Using helpful content, social media engagement, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/ugc/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"user-generated content\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", and other community-building activities, brands can foster a sense of belonging and loyalty among customers. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"1TeS0eAMHckNcyXZiALzwz\",\"title\":\"✅ Just Do It \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"✅ Just Do It\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Did you know that on average, just three out of 10 customers continue to buy from an e-commerce brand for over a year? \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Brands like Nike have leveraged their online communities to build trust among customers and turn them into brand advocates. If you are a large e-commerce business looking to create a buzzing online community, check out this video for 7 proven tips. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"iFrame\",\"id\":\"2L0mplIFJy4tV1bKGpgYxv\",\"name\":\"How to build and manage an online community\",\"iFrameText\":\"\u003ciframe width=\\\"560\\\" height=\\\"315\\\" src=\\\"https://www.youtube.com/embed/vnr36pYG58g?si=ZUtHPK7mQ06RukBW\\\" title=\\\"YouTube video player\\\" frameborder=\\\"0\\\" allow=\\\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\\\" referrerpolicy=\\\"strict-origin-when-cross-origin\\\" allowfullscreen\u003e\u003c/iframe\u003e\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"It bolsters brand reputation\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customers who are satisfied with \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-interaction/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"support interactions\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" with a brand are 97% more likely to recommend the brand to family and friends. Positive word-of-mouth recommendations improve your reputation as a customer-centric brand. As the \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/voice-of-customer/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"voice of the customer\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" grows stronger and louder, you start attracting better leads, talent, influencers, and partners, opening up growth avenues for yourself. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"It multiplies revenue growth and opportunities\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"E-commerce customer service, when done right, can yield numerous financial benefits. Firstly, it can directly contribute to higher sales through repeat and new customers. Converting old customers is 25% cheaper than acquiring new ones. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In addition, efficient customer care through self-service tools and digital channels can reduce your call volume and support costs. For instance, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/conversational-ai-statistics/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"conversational AI statistics\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" claim that self-service solutions like chatbots are 30% cheaper than human intervention. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Eager to learn more? Read\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/conversational-ai-in-retail/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"how conversational AI benefits retail businesses\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\".\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"3ALdChn41kRSjRQhiPFCG8\",\"title\":\"Freebie Alert: A Customized Solution for E-Commerce Vendors \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"A Customized Solution for E-Commerce Vendors\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Imagine a customer support platform that arms e-commerce brands with real-time insights and a 360* customer view, enabling you to spot and eliminate friction points in the online shopping journey before they can cause cart abandonment or churn. That’s what 200+ retailers witnessed by using \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/industries/retail/#360-degree-consumer-and-market-intelligence\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr’s customized retail solution\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\". Powered by advanced AI, Sprinklr gives: \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Full transparency into call-center conversations for precise root-cause analysis \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"A plethora of self-service options including search-engine-friendly knowledge bases and conversational bots \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Unified experience across 30+ support channels \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"360* consumer intelligence and analytics for continuous improvement \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"2Gcl966undha92YRufO3kq\",\"name\":\"Grab a Demo\",\"type\":\"BUTTON\",\"text\":\"Grab a Demo\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://www.sprinklr.com/demo/\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"How to deploy customer support for e-commerce [+ best practices]\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Now that you understand the gravity of implementing a robust customer support solution for your e-commerce brand, Here’s a step-by-step guide on how to do the implementation effectively: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Step 1: Define your retail customer service strategy \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"A well-defined \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-strategy/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer service strategy\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" will function as the fulcrum of the support you provide. An e-commerce customer service strategy must align with larger organizational goals and customer preferences. The support strategy will dictate all the moving parts of the customer support function, from the kind of training given to agents to the support tools you implement. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"For instance, if you are a luxury goods retailer, your customer support strategy should emphasize high-quality interactions and personalization. You could implement \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/high-touch-customer-service/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"high-touch customer support\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", where every interaction is led by personal greetings, references to historical conversations and targeted recommendations based on specific preferences of your customer persona. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Best Practices:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Understand your audience and industry by building customer personas and competitive analysis. This will allow you to craft a competitive and effective support strategy. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Connect with top leadership and stakeholders to double down on company goals. Use this framework to identify your \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-goals/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer service goals\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", channels, tools, and policies. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"103SiXmQbASDYFcggA87FK\",\"title\":\"The 4 C’s of a Successful Customer Support Strategy \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"The 4 C’s of a Successful Customer Support Strategy\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Regardless of customer service goals, industry or vision, certain tenets are integral to every successful customer service strategy. Consider these 4 C’s when drafting your customer support strategy: \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"ordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-centricity/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer-centricity\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\": \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Your support policies and practices should hinge on your customer’s needs, interests and preferences. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Convenience:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Meet the customer where they are. Provide multiple support options and solutions. Use omnichannel customer support strategies to ensure interconnectedness. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Consistency: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Be consistent in your support across all channels by defining a \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-tone/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer service tone\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" for your agents to use. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Communication: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Enforce customer empathy and transparent communication over closing cases in record time. \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Step 2: Choose the right support channels \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Your channel selection makes a bigger difference to customer experience than you’d imagine. It directly influences how quickly customer needs are met and how satisfied they are. For instance, offering voice-only support will likely limit your support experience as the channel is prone to long wait times. Contrarily, offering chatbot-led support is more satisfactory as chatbot responses are instantaneous. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Offering multiple channels — such as live chat, email, social media, and phone support — will allow customers to choose the method that suits them best, enhancing their overall satisfaction. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"This doesn’t mean you spread yourself thin and cater to all channels out there. Each channel has its strengths so pick the ones that your customers prefer. For example, live chat provides instant responses, while email allows for detailed, thoughtful communication. Tech-savvy shoppers may prefer quick interactions through instant messaging, while others might appreciate the personal touch of phone support. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Best Practices:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-interaction-analytics/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Analyze customer interactions\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" to understand your customers’ channel preferences. This information will help you allocate resources in the right places. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Research shows that \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://assets.ctfassets.net/2d5q1td6cyxq/5Gnh3Ge8bGeYE8u5AdPIlS/ee3bb5f3017aded8dcc6ccda75e06bb9/Growth_of_Mobile_and_Conversational_Commerce_USEN_mobile_optimized.pdf\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"98% of customers\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" want to connect with businesses through mobile interfaces. Ensure your e-commerce customer service is optimized for mobile. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"2xtcSjHiGRwmKmIebEg0ds\",\"title\":\"Did you know? \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Did you know? \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/communication-channels/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"73% of customers\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" aged 18-49 find live chat extremely convenient to talk with businesses. If you are a business that focuses on this demographic, investing in \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/livechat/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"live chat software\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" will help you connect with customers better. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Meet your customers where they are with Sprinklr’s live chat support software. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"2K8j1O2n4jIvkDh6BR9tXN\",\"title\":\"download (96)\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/2K8j1O2n4jIvkDh6BR9tXN/98ead5f21e016581d78148d7d8bad510/download__96_.png\",\"details\":{\"size\":285193,\"image\":{\"width\":752,\"height\":874}},\"fileName\":\"download (96).png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"1vusnuy4T2kdmya9oYiMXj\",\"name\":\"REQUEST A DEMO\",\"type\":\"BUTTON\",\"text\":\"REQUEST A DEMO\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://www.sprinklr.com/demo-care/\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Step 3: Implement effective self-service tools\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Almost 59% of customers prefer finding solutions on their own for simple problems. Having a robust \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-self-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer self-service system\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" as part of your e-commerce support strategy would not just make customers happy, but also lead to higher agent productivity and cost savings. Your customer self-service arsenal should include: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/knowledge-base/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Knowledge bases\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and help portals \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Video tutorials and guides \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"User forums and customer communities \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Web applications \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-service-chatbots/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Customer service chatbots\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and voice bots \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Best Practices:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Provide customers with video guides that are optimized for mobile. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Foster active online customer communities within your e-commerce ecosystem to allow customers to find solutions from peers. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"1yNJanWkosEG961AtHkLkh\",\"title\":\"💎 True Story: Self-Service Cuts Resolution Time by 175% \",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"💎 \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"True Story: Self-Service Cuts Resolution Time by 175% \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"A prominent Middle Eastern fashion e-commerce retailer wanted to improve their customer satisfaction and retention by streamlining their technology solutions. They implemented Sprinklr’s unified customer experience management platform and enhanced self-service options. Here’s what happened: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Conversational AI:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Deployed chat and voice bots to enable 24/7 self-service for common inquiries, reducing case resolution time by 175%. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"WhatsApp integration: \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"Added WhatsApp as a communication channel for enhanced customer engagement. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Unified data access: \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"Consolidated tools for a unified view of customer interactions, facilitating faster issue resolution. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"These enhancements resulted in a 50% decrease in customer service abandonment rates and significant cost savings. Read the full story \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/stories/middle-east-ecomretailer/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"here\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Step 4: Train your support team well \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"There’s little doubt that digital customer support is the way forward. It’s quick, cheap, and convenient. However, human-led support is still relevant, especially in e-commerce. \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/call-center-statistics/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Over half of all customers\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" with urgent issues prefer a phone conversation to online chats. In technical troubleshooting, escalations, and crises, customer satisfaction often boils down to how well your customer support reps handle the situation. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"That’s why \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-service-training/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"training your customer service agents\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" in brand ethos and customer service best practices should be high on the priority list of any e-commerce brand. Your training program should be designed to equip agents with product information as well as \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-skills/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer service skills\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" they will require in daily operations. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Best Practices:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Create a detailed customer service training program that spans product knowledge, communication skills, and conflict resolution. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In soft skills training, prioritize \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-empathy/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer empathy\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", active listening, and problem-solving. Coach agents in tricky customer service scenarios around refunds, exchanges, complaints, and conflicts. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Leverage technology to keep up with changing customer service needs, industry trends and customer expectations. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Use \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/quality-management/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"AI-powered quality management software\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" to measure progress, identify skill gaps, and design learning pathways tailored to each agent's unique needs. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Step 5: Measure customer service success\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The e-commerce market is dynamic, with new service experiments and tools entering the domain at startling frequency. To stay competitive and viable, you need to track how your e-commerce customer service stacks up against competitors and the industry. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"What’s more, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-analytics/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer service analytics\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" identify persistent customer pain points and triggers that can escape the naked eye. It also surfaces improvisation opportunities and skills gaps in your workforce. Last but not least, it shows the overall sentiment around your customer service and brand. \\n \\n \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Best Practices:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Use customer feedback gathered via post-interaction \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-survey/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer surveys\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and follow-ups to up your service. Analyze the underlying \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-sentiment/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer sentiment\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and satisfaction level to capture improvement opportunities. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Benchmark your customer care performance on specific channels you serve. For example, benchmarks for call center and social will be different so it makes sense to track them separately. Likewise, there are separate customer support metrics for different channels. On social media, response time is crucial but on live chat, first response time is more important. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"1jFejxZtdC04u1GpqsKD4u\",\"title\":\"Key Metrics to Measure and Improve Customer Care for E-Commerce \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Key Metrics to Measure and Improve Customer Care for E-Commerce\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"ordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Response time: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-response-time/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer response time\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" is the average time in minutes, hours or days it takes you to respond to a customer's query, request or complaint. Compare industry standards across various channels, set a goal and work towards meeting it. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Resolution rate: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"This is the percentage of issues you resolve on the first contact with customers. The higher the rate, the better. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer satisfaction score: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"CSAT or customer satisfaction is a critical metric that gauges customer satisfaction after an interaction. For instance, the industry average CSAT for e-commerce customer call centers is \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/call-center-kpi-benchmarks-by-industry/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"80%\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\". \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Net promoter score: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/net-promoter-score/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Net promoter score or NPS\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" measures how likely your customers are to recommend your brand to others. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Shopping cart abandonment rate: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Shopping cart abandonment or customers who leave without completing a purchase could indicate friction at the point of sale, which can be controlled by timely support intervention. \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Success stories: 3 examples of excellent customer service in e-commerce\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Brands that adopt a strategic e-commerce customer service plan find its benefits in alleviating multiple pain points. Here are three brands that have got it right. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"1: How H\u0026M leverages AI chatbots for personalized shopping recommendations \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"H\u0026M, a brand known for its affordable, fashionable, and sustainable clothing, realized that it had to capitalize on digital capabilities if it wanted to boost its sales in the current market. A traditional retail store just didn’t cut it. The fashion retailer turned to artificial intelligence to improve its customers’ online shopping experience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"H\u0026M deployed a conversational chatbot on its website and app to understand its customers’ styling needs through a nifty quiz. The chatbot gathers information about the customers’ style and then links them to relevant products on its website. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/conversational-ai-in-retail/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Conversational AI in retail customer service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" is known to improve \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-engagement/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer engagement\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", providing personalized shopping guidance and recommendations. This approach helped the retailer match the modern consumer’s demand for personalization and convenience Today, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.retail-insight-network.com/features/chatbots-in-retail-ai-experience/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"up to 40%\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" of U.S. teenagers use H\u0026M’s bot for their shopping and support needs. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"1eJww8fqotLo8P09KVKm5W\",\"title\":\"download (97)\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/1eJww8fqotLo8P09KVKm5W/87b5c5cc66075292372deac4a7095129/download__97_.png\",\"details\":{\"size\":241953,\"image\":{\"width\":960,\"height\":472}},\"fileName\":\"download (97).png\",\"contentType\":\"image/png\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.chatbotguide.org/h-m-bot\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Source\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"2. How Nike maintained service levels via an app-based approach \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Much like many retailers, Nike had to pivot from a predominantly physical retail model to an e-commerce model. The shoemaker struggled with matching the high service standards set by its stores and staff. To maintain service levels and glean customer feedback, Nike created four apps (SNKRS, the NIKE Mobile App, NTC and NRC). \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"From these apps, Nike was able to glean data-driven insights from \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.thestack.technology/nike-hits-500-million-app-users/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"500 million users\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" to improve its e-commerce customer care. It also succeeded in growing its digital business threefold and its direct revenue by 18%. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"1LvLIS7iF7M9IUmLfDJjkd\",\"title\":\"download (98)\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/1LvLIS7iF7M9IUmLfDJjkd/bebd443e04b5fd1f3e271567db78bc25/download__98_.png\",\"details\":{\"size\":366333,\"image\":{\"width\":750,\"height\":1000}},\"fileName\":\"download (98).png\",\"contentType\":\"image/png\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.nike.com/in/membership/free-running-training-apps\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Source\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"3: How boAt leverages customized interactions to boost conversions \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Indian wearable tech company boAt had multiple struggles with its e-commerce business, mostly around growing customer support demand. As its customer base grew, its contact center traffic grew, and agents struggled with managing notifications and customer inquiries. The company teamed up with \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/social-media-management/conversational-commerce/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Sprinklr for conversational commerce\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" assistance. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"It integrated messaging platform WhatsApp into its real-time customer engagement process. As a result, the company was able to initiate 500K WhatsApp conversations to increase conversions and reduced 185,000 abandoned carts to generate $18,000. Read the full story \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/stories/boat-conversational-commerce/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"here\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"1jWMT1Ao1TLWLN3SJgbRSG\",\"title\":\"download (99)\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/1jWMT1Ao1TLWLN3SJgbRSG/0a80145ada6e6ef225e671fc0a08c490/download__99_.png\",\"details\":{\"size\":134676,\"image\":{\"width\":1487,\"height\":1110}},\"fileName\":\"download (99).png\",\"contentType\":\"image/png\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Impressed by what boAt did? You can do the same for your e-commerce brand with Sprinklr Service’s suite of products. Take a demo of our offerings to see the change you’ll want to keep making. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"7t2iCx7GGqCKSNePJEVZZC\",\"name\":\"Request Demo - CTA - Care\",\"type\":\"BUTTON\",\"eventName\":\"Request Demo\",\"text\":\"REQUEST DEMO\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://www.sprinklr.com/demo-care/\",\"external\":false}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"templateAccordion\",\"id\":\"45a2MKBmeDoTVtcXOPzPPu\",\"name\":\"FAQ\",\"accordionRows\":[{\"contentType\":\"accordionRow\",\"id\":\"6CSxHY5YKZ9TVCFhJ6VjJJ\",\"name\":\"How can businesses ensure data privacy in e-commerce customer service? \",\"title\":\"How can businesses ensure data privacy in e-commerce customer service? \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"E-commerce companies need to follow global data protection laws like GDPR, use robust authentication procedures and provide safe encryption in order to protect customer information. \",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"1DqHsxj4RqfOYONB3URLN4\",\"name\":\"How does e-commerce customer service impact customer loyalty? \",\"title\":\"How does e-commerce customer service impact customer loyalty? \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Good e-commerce customer service offers several service channels, round-the-clock assistance, prompt and efficient responses and customized solutions. Higher levels of client satisfaction and loyalty follow from this. \",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":false},{\"contentType\":\"accordionRow\",\"id\":\"2IxB2lvuee261jOsUUF6SK\",\"name\":\"Can e-commerce customer service be personalized? \",\"title\":\"Can e-commerce customer service be personalized? \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Absolutely. In order to provide personalized assistance to every consumer, e-commerce customer support can make use of conversational analytics, historical data and agent connections with customers. Some firms, for example, employ AI to offer support on the channels that customers use the most. \",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":false},{\"contentType\":\"accordionRow\",\"id\":\"5lsR5Yk6fnf3qoFWKXGcEn\",\"name\":\"What role does AI play in e-commerce customer service? \",\"title\":\"What role does AI play in e-commerce customer service? \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"AI plays a major part in automated customer care for e-commerce businesses via chatbots, live chat, and other channels. 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Stay updated with trends and practical advice.\",\"internalLinkLabel\":\"Aksheeta Tyagi\"},\"person\":{\"contentType\":\"person\",\"id\":\"8FardRlkg2YE3yr7DLTSs\",\"entryTitle\":\"Aksheeta Tyagi\",\"name\":\"Aksheeta Tyagi\",\"title\":\"Content Marketer\",\"companyDivision\":\"Sprinklr\",\"image\":{\"id\":\"7IW5H5uAjhJcJmXtfgsNBk\",\"title\":\"IMG 1479\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/7IW5H5uAjhJcJmXtfgsNBk/9486254e8eec0052400215fb2e18a0ef/IMG_1479.jpeg.png\",\"details\":{\"size\":685757,\"image\":{\"width\":750,\"height\":750}},\"fileName\":\"IMG_1479.jpeg.png\",\"contentType\":\"image/png\"}},\"type\":\"BLOG_AUTHOR\",\"bio\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Aksheeta is the youngest content marketer in the team, rocking in the B2B SaaS space for 3 years now. At Sprinklr, she's striving to build a solid, fortified organic engine for Sprinklr Service with content that impacts. When not at work, you can find her growing mushrooms, analyzing mind-bending thrillers, or simply watching birds. She immerses in spirituality, finding solace in introspection. \",\"marks\":[],\"data\":{}}]}]},\"slug\":\"aksheeta-tyagi\"},\"personalization\":\"Lazy\"}],\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Your customers don’t want to just buy your product, they want to buy into your brand itself. But here’s the problem: too often, customer experience (CX) and branding often work in silos, end up on separate tracks and do not quite deliver what they promise. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Imagine you're shopping for your favorite coffee. You're not just buying a bag of beans, right? You're choosing that brand because of what it stands for — maybe it's sustainability, quality, or community. But if the CX feels, that’s supposed to be holistic, feels broken, at every twist and turn during your journey with the brand, you might feel let down. This disconnect in CX leaves users feeling a bit left out in the cold. So, bringing CX into the fold with your brand's core promise is downright essential, not just nice-to-have. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"So, holistic customer experience software helps you bridge the gap between what a brand promises and what it delivers. When evaluating these customer experience platforms, think about a few key aspects: Does the tool integrate seamlessly with your brand message? Does the tool simplify the \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-journey/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer journey\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", removing clutter and confusion? \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"In this article, we list out the 10 best customer experience software for you to choose from, along with their key benefits, market perceptions, price, trial information and of course, our final verdicts. Let’s begin. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"What is customer experience software? \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer experience software is a suite of tools designed to manage and improve how customers interact with a company throughout their entire journey. This software captures interactions across multiple channels — whether it's via email, phone, web, or in-person — to provide a unified view of the customer. It allows companies to track, oversee and organize every interaction between a customer and the organization through analytics and real-time data insights. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"The goal of CX software is to optimize these interactions to \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/building-customer-loyalty/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"increase customer loyalty\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" and retention by making the experience smoother and more responsive. Features typically include \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-self-service/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer self-service\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", feedback collection and \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/omnichannel-customer-service/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"omnichannel customer service\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\". By using CX software, businesses can better understand customer needs, detect friction points and deliver a service that feels both personal and efficient, leading to a more satisfying customer relationship. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Why are customer experience platforms essential for modern businesses? \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Not only is \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-experience-optimization/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"optimizing customer experiences\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" for the weak of the heart, but also is keeping track of each experience, at each touchpoint. Customer interactions are often spilled all over the place and making sense of them all can be tricky. That’s what customer experience platforms help with. Here are the benefits of using a customer experience tool for your business. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🚀 Fast, automated, omnichannel support: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"The idea to use a CX tool is to ensure every conversation is attended to and nothing flies under the radar. Conversational bots cut down on \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-response-time/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer response times\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" so you’re able to log and address every interaction across channels, without loss in context. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"For example, imagine Ally, a makeup enthusiast, visits an offline beauty store to check out the newly launched lip kit line. She engages with representatives, gives them info and tests products. When she goes back home, the WhatsApp bot drops her a message thanking her for the visit and is already privy to the context and knows what Ally loved the best, offering her a 20% early bird discount --- making it likely for her to go through with the purchase. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🤝 Customer loyalty and retention: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"CX platforms help you keep a pulse on every interaction so you can \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/how-to-reduce-customer-churn/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"reduce customer churn\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\". With experience seen as the one differentiator by brands worldwide, customer experience tools allow you to course-correct and personalize \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-engagement/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer engagement\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", helping your brand stand out. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"For example, say, a bank uses its CX platform to analyze the spending habits and financial goals of its customers. It consolidates data from multiple touchpoints — branch visits, online transactions and mobile app usage. The platform identifies a group of customers with steadily increasing account balances but little to no recent investment activity. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"The bank seizes this opportunity to reach out with a well-informed proposal. It suggests potential investment options like a low-risk investment fund or a term deposit, tailored to their unique cases. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🧠 Agent efficiency: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Many CX tools come equipped with AI to help your \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/contact-center-agent/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"contact center agents\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" deflect repetitive, mundane queries so they can focus on what’s critical. What’s more is that \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/generative-ai-customer-experience/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"generative AI in customer experience\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" can even assist agents in staying true to \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/brand-voice/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"brand voice\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", accuracy and compliance. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Let’s see how \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/conversational-ai-in-telecom/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"conversational AI in telecom\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" helps make agents more productive. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"The AI acts like a smart filter, triaging through incoming issues to find and bring urgent ones, such as service disruptions, to the forefront. When an agent takes on one of these critical cases, they aren't starting cold — they already see case histories and details such as recent service changes or recurring issues on their dashboard. This proactive information delivery cuts down on the typical hunt-and-peck for details, enabling agents to address the problem directly. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer experience software vs. Customer service software \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"table\",\"data\":{},\"content\":[{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-header-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Aspect\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-header-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer Experience Software\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-header-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer Service Software\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Primary Focus\\t \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Enhancing the entire customer journey from acquisition to retention\\t \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Resolving individual customer support requests and issues \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Data Integration\\t \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Integrates data from various sources (web, social, CRM, mobile) to create a unified customer profile\\t \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Centralizes support data (tickets, chats, emails) for managing support cases \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Personalization\\t \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customizes experiences based on customer behavior, preferences and segmentation \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Personalizes support based on interaction history and CRM data \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Feedback Collection\\t \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Gathers feedback through surveys, sentiment analysis and experience studies to refine the customer journey\\t \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Collects feedback from post-interaction surveys and ticket ratings to assess support quality \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Goal \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Improve user satisfaction and loyalty by optimizing and personalizing the complete customer experience\\t \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Efficiently resolve support issues and ensure timely solutions \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Automation Capabilities\\t \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Automates personalized communication, journey orchestration and experience adjustments based on data\\t \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Automates ticket routing, response templates, and case management for support efficiency \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Analytics \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Analyzes data from various touchpoints to identify overall customer behavior and trends. For example, it tracks user interactions to predict future needs \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Focuses on operational data like ticket resolution times and agent performance to improve support efficiency. For example, it tracks \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/average-handle-time/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"average handle time\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" and response rates \",\"marks\":[],\"data\":{}}]}]}]}]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"10 top customer experience software in 2024\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Here’s a collection of customer experience software for you to evaluate and choose from. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"1Ev1wNgH63i1ahwedVVX8u\",\"title\":\" Important Note for Readers\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"⚠️ Important Note for Readers \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"The below tools are in no particular order of ranking or popularity. Still, they are independent picks by Sprinklr’s editorial team based on our research and publicly available information on the review sites. It is crucial to note that software or platforms may evolve over time and the company may address some of these concerns in newer updates or versions.\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"tableOfContentHeadings\",\"id\":\"257wKegFawWK1FCcPwtCt7\",\"title\":\"Top customer experience software in 2024\",\"headings\":[{\"contentType\":\"headingText\",\"id\":\"5fOYgOdbYUQ8DgTV6qoKMC\",\"name\":\"Sprinklr\",\"title\":\"Sprinklr\",\"displayText\":\"Sprinklr\"},{\"contentType\":\"headingText\",\"id\":\"W9d2xzkkIyhYs7LWEDK03\",\"name\":\"Zendesk\",\"title\":\"Zendesk\",\"displayText\":\"Zendesk\"},{\"contentType\":\"headingText\",\"id\":\"7f4WvIxaG6JA3ADmJoK2Ve\",\"name\":\"Intercom\",\"title\":\"Intercom\",\"displayText\":\"Intercom\"},{\"contentType\":\"headingText\",\"id\":\"5BaRGdRXSEEyf0GCEfzniR\",\"name\":\"Podium\",\"title\":\"Podium\",\"displayText\":\"Podium\"},{\"contentType\":\"headingText\",\"id\":\"1nc6fTMDhV5IEb6Wp9eNZ9\",\"name\":\"Qualtrics\",\"title\":\"Qualtrics\",\"displayText\":\"Qualtrics\"},{\"contentType\":\"headingText\",\"id\":\"5PPwlwtJKhC2dipw6fAgrb\",\"name\":\"Freshdesk\",\"title\":\"Freshdesk\",\"displayText\":\"Freshdesk\"},{\"contentType\":\"headingText\",\"id\":\"1ma55QMumC1NdVYZ4QYtp7\",\"name\":\"HubSpot\",\"title\":\"HubSpot\",\"displayText\":\"HubSpot\"},{\"contentType\":\"headingText\",\"id\":\"74KnV7fynGY1747NtViZuC\",\"name\":\"Birdeye\",\"title\":\"Birdeye\",\"displayText\":\"Birdeye\"},{\"contentType\":\"headingText\",\"id\":\"4tNMc2FqpTyvx1rIQkPe8M\",\"name\":\"Gainsight\",\"title\":\"Gainsight\",\"displayText\":\"Gainsight\"},{\"contentType\":\"headingText\",\"id\":\"4NrM3flnxtIQWt30eRItOm\",\"name\":\"Microsoft Dynamics 365\",\"title\":\"Microsoft Dynamics 365\",\"displayText\":\"Microsoft Dynamics 365\"}],\"hasSingleColumn\":true,\"hasNumberedList\":true}},\"content\":[]},{\"nodeType\":\"heading-4\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/platform/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"59yMrtVdyYwNo13RTAAyyi\",\"title\":\"Sprinklr-s unified CX platform\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/59yMrtVdyYwNo13RTAAyyi/984b84ce346f67ae9f8c38def96a049a/Sprinklr-s_unified_CX_platform.png\",\"details\":{\"size\":293976,\"image\":{\"width\":1036,\"height\":611}},\"fileName\":\"Sprinklr-s unified CX platform.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr is one of the best customer experience management platforms that addresses a fundamental challenge of CX: \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"data fragmentation\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\". Unlike many tools that operate in silos, Sprinklr brings together customer data from over 30 messaging, \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/live-chat-support/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"live chat\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", social and app channels into a single, cohesive platform to ensure each and every interaction that a customer has with you is holistic and informed with context and knowledge that goes unnoticed as fine print. It does so with its four specialized suites that come together to enhance every aspect of the customer experience. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr Service\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/consumer-intelligence/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr Insights\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/marketing-and-advertising/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr Marketing\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/social-media-management/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr Social\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"7vgFKX3r67Gam70Lmxk5du\",\"title\":\"Data unification layers in Sprinklr-s unified CX platform\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/7vgFKX3r67Gam70Lmxk5du/d03bf05d8d8acccb95328cac1b22d243/Data_unification_layers_in_Sprinklr-s_unified_CX_platform.png\",\"details\":{\"size\":636371,\"image\":{\"width\":1600,\"height\":1008}},\"fileName\":\"Data unification layers in Sprinklr-s unified CX platform.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"What’s important to understand is that at its heart, Sprinklr’s power is fueled by its proprietary AI model. This advanced technology processes vast amounts of data to generate actionable \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/consumer-insights/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"consumer insights\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\". Here's how it makes a difference: \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Daily predictions\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Sprinklr’s AI engine makes around 10 billion predictions daily, analyzing interactions to forecast trends and behaviors accurately. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer case management\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": It handles more than 15 million customer cases each month, providing timely responses and resolutions. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Profile management\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": The platform manages over 2 billion profiles across all digital channels, ensuring comprehensive customer understanding and engagement. \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🚀 Top features\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"1. Watertight omnichannel support\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"When it comes to Sprinklr, you can rest easy knowing no piece of consumer intelligence slips through the cracks. To ensure every interaction racks in minimal \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-effort-score/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer effort scores\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", you need all your internal tools (like CRM, marketing automation and research tools) to talk to each other. Sprinklr dissolves point-solution chaos to help you deliver consistent \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/omnichannel-customer-experience/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"omnichannel customer experiences\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" to all your customers at every single touchpoint, without fail, each time. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"2. Single-code AI infrastructure\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"3S719lDsLEhL4xItnXnyZG\",\"title\":\"Sprinklr AI-s accuracy improves at every level\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/3S719lDsLEhL4xItnXnyZG/9f73aa47df96911c39da4a61f9fe5fff/Sprinklr_AI-s_accuracy_improves_at_every_level.png\",\"details\":{\"size\":304791,\"image\":{\"width\":1352,\"height\":840}},\"fileName\":\"Sprinklr AI-s accuracy improves at every level.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/platform/ai/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr AI\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" records \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"90% accuracy \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"across its product suites. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"In customer service\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\", Sprinklr AI can autonomously handle most of your customer conversations in natural language, empower agents with Assist features that make their lives easier, automate workforce management and ensure quality control with its cutting-edge capabilities. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"In marketing\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" by refining content strategies and optimizing budgets for better campaign results. It automates content approval to ensure brand consistency. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"In social media,\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" it uses AI to swiftly manage messages, enforce compliance, track brand mentions and spot \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/ugc/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"user-generated content\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" opportunities through logo detection. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr’s AI also delivers real-time, actionable insights with advanced \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Consumer and Brand Intelligence\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\". It eases data flow across teams, ensuring the right information reaches the right people when needed. From social listening to \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-feedback-management/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"managing customer feedback\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", Sprinklr’s AI keeps you informed and ready to act. \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"iFrame\",\"id\":\"5jXRV1vQmBb1r6hIG0f7jE\",\"name\":\"Unified-CXM\",\"iFrameText\":\"\u003ciframe width=\\\"560\\\" height=\\\"315\\\" src=\\\"https://www.youtube.com/embed/Hg6pRd_PxlI?si=kN_6W9IMKKLWYShX?enablejsapi=1\\\" title=\\\"YouTube video player\\\" frameborder=\\\"0\\\" allow=\\\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\\\" referrerpolicy=\\\"strict-origin-when-cross-origin\\\" allowfullscreen\u003e\u003c/iframe\u003e\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer testimonials\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💪 What works best\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“I find it very intuitive. The integration of social networks is often assertive and automatic. It's clear to see how quickly the platform can upload interactions in real time to social networks. It's always comforting to know that the team working with us is trained and concerned about details. They are committed to understanding the particularityof the accounts and how to offer the best customer experience. The tool allows us to innovate in dashboards and management-level views.” \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.g2.com/products/sprinklr-service/reviews/sprinklr-service-review-9707628\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡 What could be better\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"“There is a steep learning curve in the use of the platform, the building and enhancements, and as a team that likes to be hands on and self-sufficient - the upskilling of our SME's internally took much longer than anticipated.” \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.g2.com/products/sprinklr-service/reviews/sprinklr-service-review-9538334\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source \",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Verdict: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Sprinklr’s capabilities are vast and thorough, making it a trusted partner for nine out of 10 global brands, that make up most of Fortune 500. For businesses looking to overhaul their customer experiences that brew chatter in the market, Sprinklr is a very reliable pioneer in the CX space. The only potential downside for some might be the cost. Since deep capabilities are rife with the tool, it may be perceived as a little on the higher end of the price. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Price: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"$$249 (1 seat/month, billed annually). \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/pricing/customer-service/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Check full pricing\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\".\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Free trial:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Sprinklr offers a\",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://lite.sprinklr.com/signup?product=service\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"30-day Free Trial\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"heading-4\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.zendesk.com/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Zendesk\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"4F9W3UXIJI9tssLDfjKsHN\",\"title\":\"CX platform by Zendesk\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/4F9W3UXIJI9tssLDfjKsHN/aaffc15f90f95567f5a5fb846823875c/CX_platform_by_Zendesk.png\",\"details\":{\"size\":387325,\"image\":{\"width\":1200,\"height\":750}},\"fileName\":\"CX platform by Zendesk.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Zendesk is an AI-powered platform designed to optimize customer experience across all touchpoints. It enables rapid setup and seamless scaling, making it adaptable to evolving needs. Zendesk's AI enhances customer interactions by providing real-time insights and automating workflows. It supports personalized service through tools for omnichannel management, from social messaging to email and phone and integrates with over 1,200 apps, all while being easy to implement and adjust. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🚀 Top features\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Omnichannel support to ensure holistic platform coverage \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Ticket and case management for efficient case handling \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Reporting and dashboards to strategically empower teams \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer testimonials\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💪 What works best\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“Zendesk Support is very customizable in every aspect, allowing for unique workflows for different teams across any organization. Easy to train agents how to use and provide a dynamic service environment” \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-9886304\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡 What could be better\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“At times it has been difficult to get a hold of Zendesk support, but this has become less of an issue recently. Sometimes the abundance of features that we don't use can overwhelm us while trying to find specific configurations.” \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-9525811\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Verdict:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Zendesk offers a solid package with smart AI tools, productivity features and over 1,000 integrations to handle all your communication needs. It’s a great choice for managing multiple channels, especially as your business grows. However, keep in mind that adding more features can drive up the cost. Many of our smaller clients find that while Zendesk’s features are fantastic, the bill can get a bit hefty. Users also report losing some basic reporting and live support options from their basic plan, which could be a bit of a letdown. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Pricing: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Basic plan at $55 per agent/month. Offers multiple plans.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Free trial:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Available for 14 days \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"👉 Check this out: \",\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/compare/sprinklr-vs-zendesk/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Zendesk vs. Sprinklr\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"heading-4\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.intercom.com/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Intercom\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"5EeTStwl8zJ4jZwdDhvE2X\",\"title\":\"CX software by Intercom\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/5EeTStwl8zJ4jZwdDhvE2X/e58edfb8129d18ec5ca56c0cb1e11656/CX_software_by_Intercom.png\",\"details\":{\"size\":507655,\"image\":{\"width\":1200,\"height\":806}},\"fileName\":\"CX software by Intercom.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Intercom’s customer service software offers a range of features designed to enhance the customer experience. It lets businesses set up multilingual help centers, so customers from different regions can self-serve. With tools for managing workloads and assigning tasks, it ensures that issues reach the right agents efficiently. The top-tier plan includes SSO and identity management integrations for secure data access. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🚀 \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Top features\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"AI-first agent assist and copilot to equip live agents with handy assistance \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customizations to fit with your objectives and maintain your brand integrity \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Workflow automation to ensure standardized experience \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer testimonials\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💪 What works best\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“As a product marketer, the ability to pin point specific segments of users to launch a wide variety of messages, pop-ups, chat bubbles, news articles, etc, makes it really easy to reach our customers and provide a consistent and seamless experience for them. Intercom makes it really simple to create a unified in-app and help center experience for our customers.” \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.g2.com/products/intercom/reviews/intercom-review-9853317\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡 What could be better\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“The pay per email sent (for customer engagement emails) pricing could be less expensive. I'd like to see the dark mode across the whole app, rather than only help desk. On rare occasions, there are momentary lapses, but they are quickly sorted out.” \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.g2.com/products/intercom/reviews/intercom-review-9512357\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source \",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Verdict:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Intercom is strong with its advanced automation and a standout AI chatbot that really helps with customer interactions. It makes custom reporting easy and is user-friendly for support teams. However, it’s a bit pricey for smaller businesses or solo operators. Users report wanting a more refined and optimized version for mobile phones — as it’s not as polished as the desktop version. Overall, it’s a solid choice for mid-sized to large companies. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Price: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"$$39 per seat/month \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Free trial:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Available for 14 days \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-4\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.podium.com/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Podium\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"3zDgdMeiudzjDmBKUqMHw8\",\"title\":\"Podium-s platform helps optimize the CX\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/3zDgdMeiudzjDmBKUqMHw8/898f5ed1032f85b163ec3e332a36983c/Podium-s_platform_helps_optimize_the_CX_.png\",\"details\":{\"size\":275602,\"image\":{\"width\":1058,\"height\":1100}},\"fileName\":\"Podium-s platform helps optimize the CX .png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Podium simplifies customer interactions with tools for text marketing, payment handling, review collection, live chat and an integrated agent inbox. With AI-driven responses available around the clock, Podium boosts lead conversion and revenue. Its tiered plans offer everything from basic contact management to advanced features and automation, making it a solid choice for diverse business needs. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🚀 Top features\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Unified inbox to prevent siloed communication \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Self-service for customers to fetch answers independently \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Lead management to drive more targeted conversions \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer testimonials\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💪 What works best\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“I like that we are able to text our clients and have a record of all our conversations without having to worry about them being accidentally deleted. I also like that it provides an instant way to communicate with our clients and syncs with our social media and Google accounts. It was easy to get all of our team members set up and ready to text our clients. I like that our clients are able to text us as well to one central number and our entire team is able to see it and keep track of the conversations. We use it every day.” \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.g2.com/products/podium/reviews/podium-review-8714139\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡 What could be better\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“We felt that the Podium support is a bit slower compared to industry standards. Maybe this was just in our case but sharing my personal experience here.” \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.gartner.com/reviews/market/online-reputation-management-software/vendor/podium/product/podium/review/view/5323762\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Verdict:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Podium brings all your customer communication into one convenient platform, making it easy to handle messaging, reviews and feedback. It's a solid choice for managing experiences with stealth and improving response efficiency. While the initial learning curve is minor, users often report a lack of extensive customization options. All in all, Podium could be great to simplify your customer engagement, though it may be a bit limited for businesses needing deep personalization. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Price: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Starts at $399 per month \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-4\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.qualtrics.com/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Qualtrics\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"5cY9805BPRi8c9X5NCmb41\",\"title\":\"Qualtrics manages digital CX with a unified platform\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/5cY9805BPRi8c9X5NCmb41/78105e34482e71662826387288cba5d5/Qualtrics_manages_digital_CX_with_a_unified_platform.png\",\"details\":{\"size\":168327,\"image\":{\"width\":627,\"height\":470}},\"fileName\":\"Qualtrics manages digital CX with a unified platform.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Qualtrics XM is a tool designed to optimize customer interactions by combining surveys, feedback and data into one platform, giving businesses a clear view of customer experiences. From tracking brand performance to diving deep into user experience, Qualtrics XM helps you respond swiftly to market shifts and fine-tune your strategy with actionable insights. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🚀 Top features\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customizations to align with business goals \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Feedback management to derive consumer insights \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Employee engagement to improve productivity and satisfaction \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer testimonials\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💪 What works best\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“Qualtrics customer experience is a great online survey platform to measure customer experience. Easy to create interactive surveys using the drag-and-drop functionality and can easily be customized in many ways. The large variety of question types and branching logic. The tool also gives feedback to surveys and it's easy to set up NPS dashboards for each department in our organization that enables us to track results very easily.” \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.g2.com/products/qualtrics-customer-experience/reviews/qualtrics-customer-experience-review-8291281\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡What could be better\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“Sometimes the loading takes a very long time, or Qualtrics doesn't save all of the questions I created. It can be difficult to edit things as it seems the site glitches at times.” \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.g2.com/products/qualtrics-customer-experience/reviews/qualtrics-customer-experience-review-8125200\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Verdict:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Qualtrics XM shines with its strong focus on actionable insights and automation, making it easier to respond quickly to customer needs. The diverse survey options and real-time tweaks are a big plus. That said, the dashboards could also use a bit more flair in terms of visualization to compete with tools like Tableau or PowerBI. Navigating help articles can also be tricky and some users say setting up workflows can take longer than expected. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"5BwgZbjVhdxE28NIiN8ryg\",\"title\":\"On the other hand\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"On the other hand, building \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/guided-workflow/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"guided workflows on Sprinklr\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" is a breeze, thanks to its no-code, drag-and-drop interface. You can design them once and seamlessly scale across different communities and languages. Plus, you never have to start from scratch — just tweak existing workflows to suit new needs or languages, saving time and effort. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"143gVkStKMo8mJb3z3M0fB\",\"title\":\"Sprinklr guided workflows\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/143gVkStKMo8mJb3z3M0fB/35f6c1372810d3f91a3da4d5a4f5520b/Sprinklr_guided_workflows.png\",\"details\":{\"size\":420423,\"image\":{\"width\":1384,\"height\":666}},\"fileName\":\"Sprinklr guided workflows.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"refreshCta\",\"id\":\"3vi0mUVZMhbEiLvH1OLq3D\",\"name\":\"GET A FREE DEMO\",\"type\":\"BUTTON\",\"label\":\"GET A FREE DEMO\",\"url\":\"https://www.sprinklr.com/demo-care/\",\"action\":\"NAVIGATE\",\"variant\":\"primary\",\"size\":\"lg\",\"isOpenNewTab\":false}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Price:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Contact sales \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-4\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.freshworks.com/freshdesk/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Freshdesk\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"5cgfPfySvKlv3nTv1IHFxb\",\"title\":\"Freshdesk unifies customer interactions and uses automation to improve the CX\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/5cgfPfySvKlv3nTv1IHFxb/afd94a6225fe457c708b3814083ac627/Freshdesk_unifies_customer_interactions_and_uses_automation_to_improve_the_CX.png\",\"details\":{\"size\":246111,\"image\":{\"width\":1024,\"height\":653}},\"fileName\":\"Freshdesk unifies customer interactions and uses automation to improve the CX.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Freshdesk, by Freshworks Inc. gathers requests from email, web, phone, chat, messaging and social media into a unified ticketing system, making it easy to manage interactions across channels. With smart automation and AI, it streamlines case handling, prioritization and agent support. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🚀 \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Top features\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Omnichannel suite for widespread reach \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Advanced ticketing for sharp case management \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Powerful security management to ensure no data breaches \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer testimonials\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💪 What works best\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“As a daily user, what I appreciate most about Freshdesk is its user-friendly interface, the impressive new AI summarize feature, and the comprehensive integration of tickets, chats, phone, and knowledge base, all in one platform. Additionally, their great support team adds immense value to the overall experience, providing excellent assistance and guidance when needed.” \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.g2.com/products/freshdesk/reviews/freshdesk-review-8849404\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡 What could be better\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“There aren't very many things that I dislike about Freshdesk. If I had to be picky, it would be that they have spam sensors that get tripped up when our users post any kind of URL, and the ticket is basically ignored and messages are thrown in the bit bucket, which is not a great experience for either us or our users. On the other hand, this means that they take security very seriously, so it's difficult to fault them for this. I just wish it was handled a little differently.” \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.g2.com/products/freshdesk/reviews/freshdesk-review-9362356\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Verdict: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Freshdesk is a solid choice for many businesses, offering a user-friendly interface and strong automation features that streamline workflows and reduce manual tasks. However, some users report issues with bugs and service interruptions. Integration with existing systems can be challenging, so checking compatibility is key. While customization options are robust and support is generally responsive, the Help Center can sometimes be outdated. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Price:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Offers a free plan. The most popular is the Pro plan - $48.99/per agent/month - billed annually \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Free trial:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Available for 14 days \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-4\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.hubspot.com/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"HubSpot\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"7IMHWYb4me22oCb8v3TLZF\",\"title\":\"HubSpot-s product range\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/7IMHWYb4me22oCb8v3TLZF/ca6390abafa8583dca694612df4cb72b/HubSpot-s_product_range.png\",\"details\":{\"size\":349875,\"image\":{\"width\":1379,\"height\":717}},\"fileName\":\"HubSpot-s product range.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"HubSpot's Service Hub enhances customer experience with AI-driven tools, offering a unified help desk and robust self-service options. It delivers clear efficiency reports alongside deep insights into customer health, helping teams make informed decisions to improve retention and streamline interactions. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🚀 Top features\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Conversational AI for effective self-service \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Case management and email ticketing \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Access management to avoid unauthorized entries \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer testimonials\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💪 What works best\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“We have a consolidated view of all customer interactions in one context. The chat flows are very helpful for routing tickets to different customer service representatives and allow them to gather all the necessary context to improve operational efficiency by reducing the initial response time.” \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.g2.com/products/hubspot-service-hub/reviews/hubspot-service-hub-review-9816783\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡 What could be better\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“I'm not really sure how automation and reporting tools can be implemented to help us, so I usually leave those pages alone. The tickets hub is great, but the organization can get a little messy and tickets can get buried if there's too many opened ones.” \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.g2.com/products/hubspot-service-hub/reviews/hubspot-service-hub-review-9815320\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Verdict: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"HubSpot Service Hub stands out with its intuitive interface, strong features, and excellent customer support. Its seamless integration with other HubSpot tools helps streamline workflows, enabling effective service delivery. However, occasional disruptions from updates and a somewhat complex interface for customization are notable drawbacks. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Price: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Starts at $15/month/seat for SMEs \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Free trial:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Free version available \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-4\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://birdeye.com/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Birdeye\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"6YmIGeHIHrkq2hfglk8PCf\",\"title\":\"Review and rating dashboard on Birdeye-s CX platform\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/6YmIGeHIHrkq2hfglk8PCf/477874c8a6fbb20e671497709364d25c/Review_and_rating_dashboard_on_Birdeye-s_CX_platform.png\",\"details\":{\"size\":253220,\"image\":{\"width\":855,\"height\":580}},\"fileName\":\"Review and rating dashboard on Birdeye-s CX platform.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Birdeye is a versatile platform designed for both local and multi-location businesses looking to boost their online reputation and manage customer interactions seamlessly. It helps businesses get noticed online with tools for managing reviews, social media and customer communications — all from one place. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🚀 Top features\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Omnichannel customer support to cover all bases \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Historical and instant reporting empowers teams with sharp insights \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Survey management system for real-time feedback gathering \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer testimonials\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💪What works best\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“Birdeye has been an invaluable tool for the consolidation of multiple messaging channels, online profiles and review management. I have seen an increase in the number of reviews we are generating and have saved a lot of time updating office details. The support team are always courteous and helpful and are quick to resolve any issues.” \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.g2.com/products/birdeye/reviews/birdeye-review-9684992\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡What could be better\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“One minor drawback we've encountered is the inability to reply to OpenTable reviews directly through BirdEye. Instead, we are required to log in to our OpenTable account separately to respond to these reviews. While this process adds an extra step, we understand that it's a limitation that may be addressed in future updates.” \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.g2.com/products/birdeye/reviews/birdeye-review-9917372\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Verdict\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Birdeye really helps streamline how you handle social media. Being able to schedule posts for all your accounts in one go from a single calendar is a huge time-saver and cuts down on the hassle. Plus, their customer support team is always on the ball — quick to respond whenever you need help. The platform also offers a ton of integrations, which is great for keeping everything connected. On the downside, there’s no free trial or plan, so you can’t try before you buy, and it’s on the pricier side. If the budget fits, Birdeye could be a solid choice, but it’s worth weighing the cost against the benefits. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Price\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Contact for pricing \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-4\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.gainsight.com/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Gainsight\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"5V4em7pNM9WZZAunV147Xm\",\"title\":\"Gainsight-s UI\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/5V4em7pNM9WZZAunV147Xm/86a55477aa76c263a5ce9999d9d6619d/Gainsight-s_UI.png\",\"details\":{\"size\":652696,\"image\":{\"width\":1200,\"height\":815}},\"fileName\":\"Gainsight-s UI.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Gainsight offers a solid platform tailored to improve \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-experience-management/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer experience management\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\". Its Gainsight CS tool provides a comprehensive view of your customers, making it easier to boost product adoption, reduce churn and build customer communities. Top companies widely use it for its ability to deliver real-time insights into customer behaviors and sentiments. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🚀 Top features\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Unified profiles for a 360-degree view of the customer \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer health scorecards for pre-emptive detection of potential churn \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Robust security for high data privacy and protection \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer testimonials\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💪 What works best\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“Using Gainsight is my team's source of truth. Not only am I able to keep track of our customer base and key metrics, but I am able to hold myself to account with the tool. I like how customizable the platform is, and I am able to see what I need when starting off my workday.” \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.g2.com/products/gainsight-customer-success/reviews/gainsight-customer-success-review-9135570\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡 What could be better\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“Gainsight has come a long way with their user interface but there are still some admin features that are click heavy and some error messages that aren't informative enough, requiring an admin to contact Gainsight support.” \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.g2.com/products/gainsight-customer-success/reviews/gainsight-customer-success-review-9755452\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Verdict\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Gainsight does a great job at letting you customize how you manage customer data. It turns into a real powerhouse for your team, giving you all the customer insights you need right at your fingertips. This makes things way more efficient for managers who don’t have to chase down details anymore. On the flip side, Gainsight can be a bit tricky to get the hang of. Finding the right settings and understanding some of the complex processes can be a head-scratcher. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Price\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Contact Gainsight \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-4\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.microsoft.com/en-us/dynamics-365\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Microsoft Dynamics 365\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"4y83Yr5uzT1tIw9uFsKkBC\",\"title\":\"Microsoft dynamics 365 UI\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/4y83Yr5uzT1tIw9uFsKkBC/b9b8ad9fd9e3611390c0db74c3e60958/Microsoft_dynamics_365_UI.png\",\"details\":{\"size\":413881,\"image\":{\"width\":1200,\"height\":800}},\"fileName\":\"Microsoft dynamics 365 UI.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Microsoft Dynamics 365 Business Central brings customer experience to the forefront for small to medium-sized businesses. It integrates customer interactions across finance, sales, service and operations into one easy-to-use platform, making it simpler to deliver great service and make precise, data-driven decisions. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🚀 Top features\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Workflow automation for standardized service delivery \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"User, role and access management for conditional information relay \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Robust security backed by Microsoft Cloud \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer testimonials\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💪 What works best\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“I like how it easily connects with other Microsoft tools like Office 365, making it super convenient. It has everything you need for managing finances, operations, sales, and customer service in one place. Plus, it’s user-friendly and can be customized to fit your business perfectly. Being cloud-based, it’s accessible from anywhere and can grow with your business.” \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.g2.com/products/microsoft-microsoft-dynamics-365-business-central/reviews/microsoft-dynamics-365-business-central-review-9864213\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡 What could be better\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“Microsoft Dynamics 365 Business Central becomes a bit advanced platform for some users, especially when connecting additional applications to expand the workflow, and they might need to spend more time on product training.” \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.g2.com/products/microsoft-microsoft-dynamics-365-business-central/reviews/microsoft-dynamics-365-business-central-review-9422319\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Price\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Plans start at $70.00/user/month \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Free trial: Available for 30 days \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"How to choose the right customer experience too\",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"l\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Many businesses end up with a jumble of different tools — one for marketing, another for support and yet another for analytics. While this piecemeal approach seems like a quick fix, it often results in fragmented data and inconsistent experiences. To avoid these pitfalls and make the most of your CX tool, consider these key factors: \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"1. Consider data integration\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"The whole point of using customer experience software is for you to marry all your interactions to paint a cohesive picture of the experiences you deliver. That can only happen when it integrates with all your tech stack seamlessly. Consider the following factors: \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"API support\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Does the tool provide comprehensive APIs for seamless integrations? Evaluate the API documentation for details on endpoints, data formats and authentication methods to ensure compatibility and ease of connection. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Pre-built connectors\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Look for pre-built connectors that facilitate integration with widely used platforms (that you might be too.) These connectors simplify integration and accelerate deployment, handling much of the setup for you. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Custom integration:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" See if the tool allows for custom integration if you’re using unique or proprietary systems. This includes options for webhooks and the ability to configure custom data fields to fit your specific needs. \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"2. Prioritize customizable interfaces\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Real flexibility in a customer experience tool comes from the freedom for you to mold and analyze your interactions that best suit your style. And so, the ideal software should let you customize it to best help your teams consume insights. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Dashboard customization\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Ensure you can tailor dashboards to display relevant data for different roles, with options to create and arrange widgets. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Role-based access\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Check for role-based access controls to limit user views and actions based on their role, streamlining workflows and protecting sensitive data. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Drag-and-drop functionality\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Look for easy drag-and-drop features to rearrange elements or set up new views without needing technical expertise. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Responsive design\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Verify that the interface adapts to various devices and screen sizes for a consistent experience across desktops, tablets and mobile phones. \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"4WDNYEbqCVJFSnzAJMum6m\",\"title\":\"Did you know\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Did you know?\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr lets you create tailored dashboards effortlessly with a vast library of over 5,000 metrics. You can customize every detail, from selecting colors and arranging layouts to adding labels and annotations, ensuring the dashboard perfectly reflects your specific requirements and preferences! \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Want to see the bright colors come to life for your metrics too? Simply hop over and take your free trial today. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"7vS0GGeyIJxQprhDpLib62\",\"title\":\"Sprinklr-s unified analytics nd reporting dashboard\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/7vS0GGeyIJxQprhDpLib62/868f0e8049b89f4d8e9fab211128d882/Sprinklr-s_unified_analytics_nd_reporting_dashboard.png\",\"details\":{\"size\":941410,\"image\":{\"width\":1599,\"height\":900}},\"fileName\":\"Sprinklr-s unified analytics nd reporting dashboard.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"76AWFpD8jdGepttL0rJ8ZO\",\"name\":\"START MY FREE TRIAL\",\"type\":\"BUTTON\",\"text\":\"START MY FREE TRIAL\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://lite.sprinklr.com/signup?product=service\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"3. Focus on security and compliance\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"There’s simply no two ways about this. Security is crucial to everyone and so your CX tool needs to be responsible and compliant with international standards like GDPR and CCPA. Moreover, it’s best you also check for the following to ensure \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-security/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer service security\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\". \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Data encryption\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Confirm that the tool encrypts data both in transit and at rest to protect sensitive information. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Consent management\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Look for features that manage user consent, including options for users to opt in or out, and keep records of consent history. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Regulatory reporting\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Ensure the tool provides built-in capabilities for generating compliance reports, including data access logs, audit trails and breach notifications. \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"6DbuHPKCT80RswuOSo1epA\",\"title\":\"Sprinklr’s Trust Center\",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"If there’s a security framework of need, Sprinklr complies with it. Whether it’s the platform’s security or response needed in times of crisis, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/trust/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Sprinklr’s Trust Center\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" ensures you’re ever ready to combat any mishaps with stealth and precision. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"4. Compare Total Cost of Ownership (TCO)\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"When selecting a CX tool, it's crucial to verify its financial impact and ongoing costs. Ensure the tool offers a clear return on investment and is cost-effective throughout its lifecycle. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Third-party validation\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Find independent studies or industry reports showing the tool’s ROI. Look for customer case studies detailing actual benefits and results.\",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"👉Read More:\",\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/stories/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr’s Success Stories with Global Brands\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Cost breakdown\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Review all costs involved, including initial purchase, setup and ongoing fees. Ensure you know all expenses to avoid surprises. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Maintenance and support cost\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Check the fees for maintaining and supporting the tool. Choose one with low costs and good support to keep expenses manageable. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Training and onboarding cost\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Consider the costs for \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/contact-center-training/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"contact center training\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" and getting your team started. Opt for tools that offer good training resources to reduce additional expenses. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Upgrade and licensing fees\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Understand the costs for upgrades and licensing. Choose a tool with clear, reasonable policies for updates and fees. \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"4 use cases of customer experience software \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Finding the right customer experience software is nothing short of hitting the jackpot. Simply because of just how easily one puts your customer engagement on auto-pilot so you can intervene when you absolutely need to. A good customer experience platform should be powered with state-of-the-art AI to help you with the following use cases. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"1. Support ticket triage\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"A CX tool is equipped with \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/conversational-ai/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"conversational AI\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" that can resolve a good chunk of your queries on its own. But if it isn’t able to, it can categorize and prioritize incoming cases based on urgency and subject, directing them to the appropriate support channels or team members, along with all the gathered context and case histories. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"2. Proactive social engagement\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"CX platforms empower you with \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/social-listening/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"social listening\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", using which you can monitor the digital space for specific keywords and sentiments related to your brand. It can filter engageable from non-engageable messages, deflect them to your agents and even alert them in case of potential PR crises, keeping your brand perception positive and proactive. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"3. Customer journey optimization\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"CX tools help visualize and analyze the entire customer journey, identifying bottlenecks or drop-off points. They can help you track every step a customer takes, from browsing to buying, spotting any bumps along the way. Fixing these friction points not only makes the journey smoother but also increases the chances they’ll hit “buy” and come back happy for more. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"👉 Read More: \",\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-experience-map/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"How to Map Your Customer Experience Journey\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"4. Deep insights\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer experience tools use analytics to turn data into a goldmine of insights that help you get ahead. Here’s a breakdown of use cases it helps with. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Issue prediction\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": CX platforms can analyze structured data like service conversations and unstructured data like tweets and online mentions to predict consumer behavior, insights from which can help you proactively deliver great experiences. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Product gap identification:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Ever wonder where your product might be missing the mark? Analytics pinpoint exact spots where customers struggle or drop off, giving your product team clear directions for enhancements or new features. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Targeted campaigns:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Analytics dive deep into customer behaviors and preferences, giving you the scoop on what works. This means you can craft marketing campaigns that do more than just show up — they genuinely connect and strike a chord with your audience. \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"1vJW7adN1BrV813BkGwTdp\",\"title\":\"Sprinklr Reporting and Analytics\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"With \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/analytics-and-reporting/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr Reporting and Analytics\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", you can map your end-to-end customer journey and monitor, respond to, or mitigate critical events in real time. You can even monitor conversations happening in real-time across 30+ channels, analyze your team’s performance, identify skill issues and coach your teams with targeted insights. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Book a demo to see this in action for your business today. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"6k8MunkAWwPiPxdyOD4WND\",\"title\":\"Sprinklr generates deep analytics data spanning the entire customer journey\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/6k8MunkAWwPiPxdyOD4WND/a6c1068dcc5212462e5115c42b709977/Sprinklr_generates_deep_analytics_data_spanning_the_entire_customer_journey__.png\",\"details\":{\"size\":569846,\"image\":{\"width\":1600,\"height\":1000}},\"fileName\":\"Sprinklr generates deep analytics data spanning the entire customer journey .png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"5rvbhDso5AMJGEDyRtVB6C\",\"name\":\"Get a Demo of Sprinklr today\",\"type\":\"BUTTON\",\"text\":\"Get a Demo of Sprinklr today\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://www.sprinklr.com/demo-care/\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"2024 trends for customer experience platforms \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer experiences have made major strides in the past year or so, all owing to changing expectations and market conditions. Here are a few trends for CX tools to watch out for in 2024. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"1. Mobile accessibility front and center\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Everyone’s glued to their phones, right? CX platforms are catching up fast, optimizing everything for mobile. This means smoother transitions, interfaces that are a breeze to navigate and features that make sense for on-the-go users. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"2. Generative AI takes the wheel\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"This year, AI isn’t just answering questions anymore, it’s making big waves in CX. Generative AI today can craft personalized emails, optimize responses' tone and relevancy, offer tailored discounts and even predict customer needs before they arise. Imagine a system that knows your customer is likely to buy more ink when their printer’s running low and shoots them a coupon just in time. That’s the power of generative AI in action. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"5dbXYFwsSnKZq6XyxIiXUF\",\"title\":\"Sprinklr AI+\",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/platform/ai-plus/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Sprinklr AI+\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" is powered by OpenAI’s ChatGPT and Microsoft’s Vertex to bring you to the finest genAI-powered CX assistant that not only empowers your frontline soldiers but also your precious customers with an ultra-smooth, low-friction experience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"5WwjBffeQbFdrcdgGAL22N\",\"name\":\"Book a demo of Sprinklr AI+\",\"type\":\"BUTTON\",\"text\":\"Book a demo of Sprinklr AI+\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://www.sprinklr.com/demo-platform/\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"3. Remote support gets a boost\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"With more folks working from their couches, remote support is stepping up. CX tools now help you set up your \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/cloud-contact-center/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"cloud contact center\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" so your \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/intelligent-virtual-agent/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"intelligent virtual agents\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" and live agents can work in tandem to engage with and help users remotely via text, audio, or video. Moreover, CX platforms are even simplifying \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/remote-workforce-management/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"remote workforce management\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" to ensure globally distributed teams are on their A-game, all the while helping you save on operational and infrastructure costs. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"As we explore the latest CX trends for 2024, there's a need to bridge the gap between what businesses perceive and what customers actually experience. Our ebook delves into these discrepancies and walks you through the precise way you can use AI and automation to bring your experiences at par with what your customers expect. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"410pEA2zUuBByXmaHTT2Js\",\"name\":\"GET YOUR CX TRENDS EBOOK NOW \",\"type\":\"BUTTON\",\"text\":\"GET YOUR CX TRENDS E-BOOK NOW \",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://www.sprinklr.com/resources/bridge-cx-gaps-using-ai-and-automation/\",\"external\":false,\"bottomMargin\":\"LARGE\",\"isOpenNewTab\":true}},\"content\":[]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"templateAccordion\",\"id\":\"IpdRiZVrfBQiXW99tbgAP\",\"name\":\"FAQs\",\"accordionRows\":[{\"contentType\":\"accordionRow\",\"id\":\"1VN1PJpf3bcWKUgStlnsYq\",\"name\":\"Can customer experience software integrate with other business tools? \",\"title\":\"Can customer experience software integrate with other business tools? \",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Yes, customer experience software typically integrates with CRM systems, marketing automation tools and data analytics platforms via APIs to streamline workflows and consolidate data. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"LgROuS14Vr09JXvXP2T1K\",\"name\":\"What are the common challenges in implementing customer experience software? \",\"title\":\"What are the common challenges in implementing customer experience software? \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Typically, you might face challenges like getting all your teams on the same page, ensuring high-quality data, integrating the software with existing systems and training employees to make the most of the tools. \",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":false},{\"contentType\":\"accordionRow\",\"id\":\"1Wc6Ub6knCCsrCc0qbWo7e\",\"name\":\"How do customer experience platforms use AI? \",\"title\":\"How do customer experience platforms use AI? \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"AI in these platforms does some heavy lifting — it can automate quick responses, tailor interactions based on customer history, sift through data to find patterns and predict future customer needs to improve their journey. \",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"6JjJGsF9EJF5Yk86QaRgIZ\",\"name\":\"How can customer experience software help in retaining customers? \",\"title\":\"How can customer experience software help in retaining customers? \",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"By making every interaction count. CX software personalizes experiences, provides timely solutions and proactively fixes problems, increasing \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-satisfaction/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer satisfaction\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and encouraging long-term loyalty. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"25NZAaM83uJmjFwpRk6iMK\",\"name\":\"What features should I look for in a customer experience platform? \",\"title\":\"What features should I look for in a customer experience platform? \",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"When scouting for a customer experience platform, here are some key features to consider: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Omnichannel Support \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"AI engine \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Real-Time Analytics \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customer Feedback Tools \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Robust Integration Capabilities \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Security and compliance \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"isIndexable\":false}],\"startOpen\":false,\"accordionDisplayStyle\":\"CLEAN\",\"noContainerLeftRightPadding\":true,\"bottomMargin\":\"SMALL\",\"topMargin\":\"SMALL\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"thumbnailImage\":{\"id\":\"7JuR5HCcb73p3RwnJwXH6Z\",\"title\":\"Customer experience software featured\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/7JuR5HCcb73p3RwnJwXH6Z/b015448839e5d2828e7fdb68c10dfdb1/customer_experience_software_featured.jpg\",\"details\":{\"size\":1369568,\"image\":{\"width\":6000,\"height\":4000}},\"fileName\":\"customer experience software featured.jpg\",\"contentType\":\"image/jpeg\"}},\"slug\":\"/blog/customer-experience-software/\"},{\"id\":\"7rP36Zxnpbut8RPwZUaZNS\",\"title\":\"How to Calculate Churn Rate [+ 7 Tips to Reduce it] \",\"category\":\"Customer Service\",\"authors\":[{\"contentType\":\"blogAuthorPage\",\"id\":\"140mUbUKJvo7brzU6hhqpe\",\"authorName\":\" Jayadeep Subhashis\",\"metadata\":{\"contentType\":\"metadata\",\"id\":\"4HtFY4yY4lJTr0ryQnl5TM\",\"seoTitle\":\"Jayadeep Subhashis\",\"seoDescription\":\"Get the latest articles and insights from Jayadeep Subhashis. Stay updated with trends and practical advice.\",\"internalLinkLabel\":\"Jayadeep Subhashis\"},\"person\":{\"contentType\":\"person\",\"id\":\"52Cq6EMSm9lrw6syZiwcav\",\"entryTitle\":\"Jayadeep Subhashis\",\"name\":\"Jayadeep Subhashis\",\"title\":\"Senior Content Specialist\",\"companyDivision\":\"Sprinklr\",\"image\":{\"id\":\"sAfZXcgx9PYudmZjm7RNw\",\"title\":\"Jayadeep\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/sAfZXcgx9PYudmZjm7RNw/27b08ef6077b10270baea4389fdc6569/Jaydeep.png\",\"details\":{\"size\":3916019,\"image\":{\"width\":1737,\"height\":1737}},\"fileName\":\"Jaydeep.png\",\"contentType\":\"image/png\"}},\"type\":\"BLOG_AUTHOR\",\"bio\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"With more than a decade of content marketing experience, Jayadeep is a senior B2B content creator and editor skilled in concise and elaborate storytelling. When he is not engaged in weaving compelling stories for Sprinklr, you will find him conversing with his dad about world history, music, movies, and books (mostly fiction). An avid traveler, Jayadeep meticulously plans the extended weekends ahead of time, ensuring his camera gear is ready to capture the safari adventures. He spends hours observing wildlife behavior, cut off from the internet, which, according to him, is a liberating experience.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"slug\":\"jayadeep-subhashis\"},\"personalization\":\"Lazy\"},{\"contentType\":\"blogAuthorPage\",\"id\":\"4UR87KBJi0Dt7Rtcr4F9U7\",\"authorName\":\"Subhjeet Vimal\",\"metadata\":{\"contentType\":\"metadata\",\"id\":\"1X4M6zJREBKFAPAdcWgAmh\",\"seoTitle\":\"Subhjeet Vimal\",\"seoDescription\":\"Get the latest articles and insights from Subhjeet Vimal. Stay updated with trends and practical advice.\",\"internalLinkLabel\":\"Subhjeet Vimal\",\"shouldAppendSuffix\":true},\"person\":{\"contentType\":\"person\",\"id\":\"2duzS1hwfZLHwFdhPuEYL6\",\"entryTitle\":\"Subhjeet Vimal\",\"name\":\"Subhjeet Vimal\",\"title\":\"Guest contributor\",\"companyDivision\":\"Freelancer\",\"type\":\"BLOG_AUTHOR\",\"bio\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Subhjeet Vimal is a tech and finance enthusiast who loves to write about anything and everything under the Sun. He has over 10 years of experience in content writing, market analysis and knowledge management.\",\"marks\":[],\"data\":{}}]}]},\"slug\":\"subhjeet-vimal\"},\"personalization\":\"Lazy\"}],\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Today, retaining customers is as crucial as acquiring new ones. The churn rate, which measures the percentage of customers who stop using your product or service over a given period, has become a vital indicator of a company’s overall health and long-term sustainability. Understanding how to calculate and reduce churn is key to thriving in a competitive market. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Take the mobile app industry as an example. A popular productivity app may draw thousands of downloads, but the churn rate quickly escalates if users drop off after a few weeks due to poor user experience or a lack of timely updates. To counter this, app developers often release new features, fix bugs and keep users engaged through personalized notifications. In fact, \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-experience-statistics/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"studies\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" have shown that improving customer experience can reduce churn by up to 15% and boost win rates by nearly 40%. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Though the concept of churn rate seems straightforward, both calculating it and taking steps to reduce it involve several moving parts. In this guide, we’ll break down how to calculate churn rate and share seven actionable strategies to help you minimize it — so you can keep your customers happy and your business growing. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"What is a customer churn rate? \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer churn rate is the percentage of customers a business loses over a specific period. It is calculated by dividing the number of customers a business loses (in a time frame) by the number of customers it started with (in the same time frame). \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"1RVUffmQjbRekG35NPvYni\",\"title\":\"Churn Rate\",\"expression\":\"\\\\text{Churn Rate}=\\\\frac{\\\\text{No. of Lost Customers}}{\\\\text{Total No. of Customers at Start of Period}}\\\\times 100\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Example:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Let's assume you started a quarter with 100 customers and at the end of the quarter, you have 90. This means that you lost 10 customers during the time frame. Your churn rate for the quarter would be (10/100) x 100 = 10% \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"A churn rate of 10% means you lost 10% of your customer base within that quarter. While that might seem small, consistently losing customers can add up quickly, affecting your bottom line and growth potential. That’s why keeping a close eye on \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-churn/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer churn\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" is essential for long-term success. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer churn in B2B vs. B2C \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer churn looks different in B2C and B2B. This is mainly due to differences in customer behavior and relationship dynamics. The table below outlines key distinctions: \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"table\",\"data\":{},\"content\":[{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-header-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Aspect\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-header-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer churn in B2B\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-header-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer churn in B2C\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Churn rate\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Lower churn rates due to long-term contracts and relationships \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Higher churn rates as customers can switch easily \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Decision making\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Involves multiple stakeholders, making churn less frequent but impactful \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Quick decision-making by individuals leads to higher churn \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Causes of churn\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Unmet service expectations, changes in business needs \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Price sensitivity, product dissatisfaction or competitive offers \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Retention focus\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Personalized service and deep \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-engagement/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer engagement\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Rewards programs, personalized offers and customer experience \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Emotional factors\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Less reliant on emotional factors, more on value and service \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Brand loyalty and emotional connection play significant roles \",\"marks\":[],\"data\":{}}]}]}]}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer churn rate vs. Revenue churn rate \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"While customer churn rate tells you how many customers you’ve lost, revenue churn rate — often linked to monthly recurring revenue (MRR) — shows the financial impact of that loss. Revenue churn measures how much revenue is lost due to customer churn or subscription downgrades. This metric is especially useful in subscription-based models where not all customers contribute equally to revenue. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Here is a simple formula: \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"5wFxKVrpiFuOnj1eRzZ094\",\"title\":\"Revenue churn\",\"expression\":\"\\\\text{Revenue churn}=\\\\frac{\\\\text{Revenue churned during a period}}{\\\\text{Revenue at the beginning of the period}}\\\\times 100\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Example:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Suppose you have a subscription business of 100 customers. 90 customers (Pool A) pay a $1 subscription fee and 10 customers (Pool B) pay a $100 subscription fee. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Your MRR is (90x1) + (10x100) = $1090 \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Now, \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"consider the below scenarios: \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"1️⃣ \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"You lose 10 customers from Pool A\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"In this case, the customer churn rate would be 10% and the revenue churn rate would be 0.91%. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Let us see how: \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer churn rate = (10/100) x 100 = 10% \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Revenue churn rate = (10/1090) x 100 ≈ 0.917% \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\" 2️⃣ \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"You lose 1 customer from Pool B\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"In this case, the customer churn rate would be 1% and the revenue churn rate would be 9.17%. Let's see how. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer churn rate = (1/100) x 100 = 1% \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Revenue churn rate = (100/1090) x 100 = 9.17% \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Here, a 1% customer churn results in a significant revenue impact (9.17%) because you lost a high-value customer. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"The key advantage of tracking revenue churn is that it gives you deeper insight into how churn affects your bottom line, especially across different \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-segmentation/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer segments\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\". High-value customers typically have a larger impact on revenue, even if the customer churn rate seems small. Understanding both metrics together helps you prioritize efforts to retain customers who matter most. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Importance of tracking customer churn rate \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"It is more cost-effective to retain existing customers than to acquire new ones. For instance, acquisition costs are \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.forbes.com/councils/forbesbusinesscouncil/2022/12/12/customer-retention-versus-customer-acquisition/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"4 to 5\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" times higher in the SaaS industry than retention costs. So, to maintain business health, you must proactively track customer churn rates. Here are a few key reasons why monitoring churn is crucial: \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"1. Gauge customer sentiment\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Tracking customer churn provides valuable insights into customer behavior and satisfaction with your product or service. You can identify patterns and better understand \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-sentiment/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer sentiment\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" by analyzing churn data. Tools like cohort analysis, which groups customers by segments, demographics, or other shared characteristics, can offer deeper insights into why certain customers churn. With this information, you can create targeted \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-retention-strategies/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer retention strategies\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" to address the root causes of churn. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"2. Refine product and service offerings\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Consistent churn tracking can help you pinpoint quality or service issues that may be driving customers away. When combined with \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/customer-service-glossary/customer-feedback/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer feedback\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", churn data offers a comprehensive view of where your product or service may fall short. This allows you to make targeted improvements, ensuring you meet or exceed customer expectations — ultimately reducing churn. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"3. Gain competitive advantage\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"When your customers churn, they may be moving to a competitor. By actively monitoring churn, you can mitigate the risk of losing customers to rival companies. Additionally, staying informed about your competitors' products, pricing and marketing strategies helps you anticipate potential churn triggers and respond with proactive retention measures. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"How to calculate different types of churn rates? \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"1. The simple method \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Formula\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"48vY0EDtT0FQ9sfccSGh87\",\"title\":\"The simple method\",\"expression\":\"\\\\text{Simple Method}=\\\\frac{\\\\text{Churned customers}}{\\\\text{Total no. of customers at the start of period}}\\\\times 100\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Example: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"If the customers at the start of the month are 1000 and the churned customers are 50, the churn rate is (50/1000) x 100 = 5%. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Why it works: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"This method is quick and easy to calculate, making it ideal for comparing churn rates month-over-month. It’s especially suitable for companies whose customer base remains relatively stable over time. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Limitations: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"The simple method doesn’t account for customer growth or fluctuations during the period, making it less precise. For example, if you acquired many new customers during the month, this calculation wouldn’t reflect that growth — giving you an incomplete picture. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"For instance: \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"table\",\"data\":{},\"content\":[{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-header-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Parameters\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-header-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"January\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-header-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"February\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customers at start\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"1000 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"1200 \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customers lost\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"50 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"60 \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Churn rate\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"5% \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"5% \",\"marks\":[],\"data\":{}}]}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"The churn rate here remains unchanged for both months; however, the business lost more customers in February. Situations like these make this method unreliable. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"2. The adjusted method \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"The adjusted churn rate considers values at the start and end of the period, considering new customers gained during the period. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Formula\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"49MdbMpFF7QDx5tjHG5xyD\",\"title\":\"The adjusted method \",\"expression\":\"\\\\text{Adjusted Method}=\\\\frac{\\\\text{No. of customers lost during a period}}{\\\\text{Average no. of customers during the period}}\\\\times 100\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Example: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"table\",\"data\":{},\"content\":[{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-header-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Parameters\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-header-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"January\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-header-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"February\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customers at start\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"1000 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"1200 \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customers at end\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"950 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"1150 \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customers Lost\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"50 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"50 \",\"marks\":[],\"data\":{}}]}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Calculation:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"f5jGrWg0yyUzlw4Nd6SiD\",\"title\":\"Average number of customers during the period\",\"expression\":\"\\\\text{Avg no. of customers}=\\\\frac{\\\\text{(Customers at the start + Customers at the end)}}{\\\\text{2}}\"}},\"content\":[]},{\"nodeType\":\"table\",\"data\":{},\"content\":[{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-header-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Parameters\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-header-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"January\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-header-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"February\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Average number of customers\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"(1000+950)/2 = 975 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"(1200+1150)/2 = 1175 \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Adjusted churn rate (decimal)\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"(50/975) = 0.05128 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"(50/1175) = 0.0425 \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Churn rate (%)\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"5.128% \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"4.25% \",\"marks\":[],\"data\":{}}]}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Why it works:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" This method gives a more nuanced and accurate view of the churn rate than the simple method. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Limitations:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" It does not consider the fluctuations in customer numbers during the period. This can hinder businesses with seasonal fluctuations or where \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-retention/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer retention\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" and acquisition strategies frequently change. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"3. Predictive churn rate method\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"The predictive churn rate method uses historical data to forecast future churn trends, leveraging advanced analytics and machine learning. This approach enables you to anticipate customer attrition before it happens, allowing for proactive interventions. There are two key steps involved: \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"1. Data collection:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Gather historical data on customer behavior, usage patterns, \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/help/articles/customer-satisfaction-analysis/what-is-csat-and-how-is-it-scored/65a8f025d39ae90f84200c38\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer satisfaction (CSAT) scores\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" and other relevant metrics. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"2. Build predictive models:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Utilize advanced analytical techniques and machine learning algorithms to build models that detect patterns in customer behavior. These models can help identify at-risk customers and calculate projected churn rates. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Example:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"A predictive model may identify that customers with low engagement levels and CSAT scores are likely to churn. Based on this data, the model might predict a 10% churn rate within that specific customer segment. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Why it works: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Predictive churn models allow you to take preventive action by forecasting which customers will likely leave. This makes your business better equipped to handle potential churn crises before they occur. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Limitations: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"This method relies heavily on the availability of historical data, which may not always be comprehensive or up-to-date. Additionally, past trends don’t always accurately reflect future market conditions, making continually refining predictive models important. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"4. Shopify method \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"In the Shopify method, customer churn is calculated by dividing the number of customers churned by the average customer count for each day of the month. This method offers a more accurate churn rate than the start and end customer numbers. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Formula\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"2ZOZYuamTN65V9epbCv37B\",\"title\":\" Shopify method\",\"expression\":\"\\\\text{ Shopify method}=\\\\frac{\\\\text{(No. of customers lost)}}{\\\\text{Average no. of customers}}\\\\times 100\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Note\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Average no. of customers = (Sum of customers for each day in the period/No. of days in the period) \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Step-by-step calculation\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"ordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Calculate the total number of customers who churned in a given period. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Record the customer count for each day during the period. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Compute the average number of customers over the period. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Divide the number of churned customers by the average number for that period. \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Example\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"ordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Churned customers\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" = 115 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Number of days in a month\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" = 30 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Daily customer count\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" (shared in the table below): \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table\",\"data\":{},\"content\":[{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 1 \\n980 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 2 \\n985 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 3 \\n990 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 4 \\n995 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 5 \\n1000 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 6 \\n975 \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 7 \\n985 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 8 \\n980 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 9 \\n975 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 10 \\n965 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 11 \\n970 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 12 \\n960 \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 13 \\n950 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 14 \\n945 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 15 \\n940 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 16 \\n935 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 17 \\n930 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 18 \\n925 \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 19 \\n920\",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 20 \\n910 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 21 \\n905\",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 22 \\n900 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 23 \\n895 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 24 \\n890 \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 25 \\n885 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 26 \\n880 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 27 \\n875 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 28 \\n870 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 29 \\n900 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 30 \\n865 \",\"marks\":[],\"data\":{}}]}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Step 1\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Calculate the sum of daily customers. \\nSummation = 980 + 985 + ... + 865 = 28,080 \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Step 2\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Find the average number of customers for the month. \\nAverage customers = Sum of daily customers / Number of days = 28,080 / 30 = 936 \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Step 3\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Apply the churn rate formula. \\nChurn rate = (115 / 936) * 100 ≈ 12.28% \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Why it works\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": More accurate than simpler methods, as it accounts for daily customer fluctuations. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Limitations:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Slightly more complex to compute, requiring daily customer counts. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"templateInlineShowcaseCta\",\"id\":\"5sysz0mqcqruXeMKkvAS43\",\"contentEntryTitle\":\"Want to keep customers coming back for more? \",\"headline\":\"Want to keep customers coming back for more? \",\"subHeadline\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Get a comprehensive guide on Customer Retention Management, with actionable tips to strengthen customer connections! \",\"marks\":[],\"data\":{}}]}]},\"cta\":{\"contentType\":\"cta\",\"id\":\"RyR7zhFXA29urR4kobMGh\",\"name\":\"READ BLOG 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header\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/1NkQtOVBqZESGlS9LGmzLA/dfa4ddbc1090a73b62f3e23c505c5a5a/20211102_CXC_Blog_CustomerResponseTime_header.png\",\"details\":{\"size\":5098891,\"image\":{\"width\":4001,\"height\":2084}},\"fileName\":\"20211102_CXC_Blog_CustomerResponseTime_header.png\",\"contentType\":\"image/png\"}},\"isFullWidthVideo\":false,\"isAutoplay\":false},\"desktopTextPosition\":\"RIGHT\",\"topMargin\":\"NONE\",\"bottomMargin\":\"NONE\",\"isFullWidthComponent\":false,\"hasRoundedCorners\":false,\"hasDropShadow\":false}},\"content\":[]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Average churn rate for industries \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Knowing the average churn rate for your industry is important. It allows you to compare your customer retention efforts against competitors, refine your strategies and provide investors with crucial insights into your business's growth and health. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Not just that, understanding industry churn rates is essential for businesses for several reasons: \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"📈Benchmarking performance\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Compare your churn rate to industry standards to set improvement goals. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🚩Identify red flags:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" A higher churn rate than your industry average may indicate an issue with your product or service. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🔭 Discover new opportunities:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" High churn in your industry might mean an opportunity to improve customer retention and differentiate yourself. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🧮 Strategic planning:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Use industry averages to set practical targets for churn reduction and guide decisions on marketing customer service and product development. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💵 Investor relations and growth metrics:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Stakeholders will assess your business health by comparing your churn rate with the industry average. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"↪️ Manage risks\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Understand your industry's stability and market dynamics and plan your customer retention strategies accordingly. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.paddle.com/blog/saas-churn-rate#typical-churn-rate\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Paddle\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" reports that in the SaaS sector, the average churn rate is approximately 5%, with a churn rate of 3% or lower deemed \\\"good.\\\" However, this can vary significantly between different businesses and industries, meaning there isn't a one-size-fits-all \\\"average\\\" churn rate. The following table outlines the average churn rates across various industries. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"table\",\"data\":{},\"content\":[{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-header-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Industries\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-header-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Churn rate\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Financial/Credit \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"25% \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Cable \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"25% \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"General retail \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"24% \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Online retail \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"22% \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Telecom/Wireless \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"21% \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Travel \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"18% \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Big box electronics \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"11% \",\"marks\":[],\"data\":{}}]}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.statista.com/statistics/816735/customer-churn-rate-by-industry-us/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"7 Tips to reduce churn rate \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"1. Understand and analyze customer feedback\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Analyzing customer feedback data is one of the most powerful tools for reducing churn and boosting customer satisfaction. By systematically collecting and reviewing feedback through channels like surveys, social media, reviews and direct \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-interaction/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer interactions\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", you can gain valuable insights into what customers love and where they experience friction. This helps identify pain points and uncovers emerging trends and unmet needs. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"When you act on this feedback, whether it’s resolving issues or improving services, you send a clear message to your customers that you’re listening and willing to evolve. This responsiveness fosters customer loyalty, strengthens relationships and positions your brand as \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/customer-service-glossary/customer-centric/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer-centric\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\"—key factors in reducing churn, especially in competitive industries. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"1aJjjkw77u4j6IXtQthHND\",\"title\":\"Good to know \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"😊 Good to know\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Advanced survey software, powered by Generative AI and verticalized AI models, offers more than just basic surveys. It provides fully automated, actionable insights with clear explanations of customer behavior drivers. These tools are proactive in detecting emerging trends and unknown customer experience drivers, helping you to stay ahead of potential churn with minimal setup. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Moreover, these platforms give you a comprehensive 360° view of customer feedback by combining survey responses with data from social media, review sites and service interactions. By comparing survey results with other feedback sources, you can validate insights quickly and accurately, empowering you to make more informed decisions to reduce churn and \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/building-customer-loyalty/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"enhance customer loyalty\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\". \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"2FsWnOeTdeP2GxkvEtwNA4\",\"title\":\"customer rentation\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/2FsWnOeTdeP2GxkvEtwNA4/079a9ada56c07d2d19ea625607f4a547/customer_rentation.png\",\"details\":{\"size\":166497,\"image\":{\"width\":686,\"height\":448}},\"fileName\":\"customer rentation.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"templateInlineShowcaseCta\",\"id\":\"1R95nICB141Gk5kEhjjF7j\",\"contentEntryTitle\":\"Effortlessly gain omnichannel insights with AI-first feedback management\",\"headline\":\"Effortlessly gain omnichannel insights with AI-first feedback management\",\"cta\":{\"contentType\":\"cta\",\"id\":\"62KysJglP5RVj9xULj1G4k\",\"name\":\"SEE HOW IT WORKS \",\"type\":\"BUTTON\",\"text\":\"SEE HOW IT WORKS \",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://www.sprinklr.com/demo-research/\"},\"mediaImage\":{\"contentType\":\"media\",\"id\":\"43sX0TNVMI8jEBeOw79rNm\",\"name\":\"CTA - Blog - How to automate agent service quality management using AI\",\"asset\":{\"id\":\"Dq4YfhHRnVwNA9tJOGsGF\",\"title\":\"Blog - Increase agent productivity - banner\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/Dq4YfhHRnVwNA9tJOGsGF/3d35db1259438111f39481967af979c6/Blog_-_Increase_agent_productivity_-_banner_image.jpeg\",\"details\":{\"size\":3949175,\"image\":{\"width\":7304,\"height\":3198}},\"fileName\":\"Blog - Increase agent productivity - banner image.jpeg\",\"contentType\":\"image/jpeg\"}},\"isFullWidthVideo\":false,\"isAutoplay\":false},\"desktopTextPosition\":\"RIGHT\",\"topMargin\":\"NONE\",\"bottomMargin\":\"NONE\",\"isFullWidthComponent\":false,\"hasRoundedCorners\":false,\"hasDropShadow\":false}},\"content\":[]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"2. Use social listening to help your customers proactively \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Negative word-of-mouth can spread rapidly, especially through social media, where customers often express their emotions — both good and bad — about their experiences with a brand. This can directly impact customer retention, as a single viral complaint may prevent future prospects from converting or even trigger current customers to leave. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"That’s where \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/social-listening/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"social listening\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" becomes essential. By monitoring social channels, you can gain valuable insights into customer sentiment and identify potential churn signals early on. Whether it’s a frustrated tweet or a negative review, social listening allows you to take proactive action, address concerns and even reimagine your \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-engagement-strategies/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer engagement strategies\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" before customer dissatisfaction snowballs into lost business. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"7v7GdReeT4FuxjOdILeivx\",\"title\":\"Use social listening to help your customers proactively\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/7v7GdReeT4FuxjOdILeivx/5ae277919265a6551910445b94254fb5/Use_social_listening_to_help_your_customers_proactively.png\",\"details\":{\"size\":191115,\"image\":{\"width\":666,\"height\":466}},\"fileName\":\"Use social listening to help your customers proactively.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Read More\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/social-listening-tools/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Top 10 Social Listening Tools in 2024\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"3. Deliver outstanding customer service \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"In an era where instant gratification is the norm, consumers expect swift responses on their preferred channels. According to \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-experience-statistics/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"CX statistics\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", 40% of customers want replies on social media within an hour and 79% expect a response within 24 hours. However, only about 50% of businesses meet these expectations, creating a significant opportunity for those who can excel in customer service. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Providing exemplary \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/what-is-customer-service/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer service\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" can be your competitive edge in a crowded market with similar offerings. Training your team to deliver personalized, responsive support not only enhances customer satisfaction but also strengthens \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-connection/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer connection\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\". Each interaction is a chance to build loyalty and foster a sense of belonging, which is crucial for retaining customers over the long term. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"3nyulQK9V5JoXy3IZY9s9\",\"title\":\"How Sprinklr helps \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"How Sprinklr helps\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"To elevate your customer service to new heights, \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr Service\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" offers AI-powered customer intelligence that understands customer intent and predicts potential issues before they arise. By leveraging \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/platform/ai/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr AI\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", you can anticipate customer needs and engage proactively across 30+ channels, ensuring no inquiry goes unanswered. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"By integrating Sprinklr into your \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-strategy/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer service strategy\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", you empower your team to create exceptional experiences that keep customers coming back. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"pG8Z1GOd3TwOsZlmKmFOx\",\"title\":\"Deliver outstanding customer service\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/pG8Z1GOd3TwOsZlmKmFOx/f96c75d8dfa8432fefb22041a6f852e9/Deliver_outstanding_customer_service_.png\",\"details\":{\"size\":253688,\"image\":{\"width\":750,\"height\":480}},\"fileName\":\"Deliver outstanding customer service .png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"7sjWVHv57eQzI9ivi4FI1X\",\"name\":\"BOOK A PERSONALIZED DEMO NOW \",\"type\":\"BUTTON\",\"text\":\"BOOK A PERSONALIZED DEMO NOW \",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://www.sprinklr.com/demo-care/\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"4. Improve post-purchase journey \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"A seamless \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-onboarding/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer onboarding\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" experience and meaningful engagement post-purchase are crucial for reducing churn. When customers feel supported and valued after purchasing, they are more likely to adopt and utilize your product or service thoroughly. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"To achieve this, consider offering exceptional post-purchase support. This could include a comprehensive \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/knowledge-base/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"knowledge base\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" that addresses common questions and challenges and assigning a dedicated account manager to guide customers through their journey. These efforts significantly accelerate the time to value, helping customers see the benefits of your offerings more quickly. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"By investing in post-purchase engagement, you not only enhance customer morale but also increase the likelihood of renewals. When customers know they have support at every step, they are more likely to remain loyal to your brand and less likely to churn. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"iFrame\",\"id\":\"1xiGXIXCQ2qs29YJrqGqKO\",\"name\":\"How to build customer loyalty through after-sales service\",\"iFrameText\":\"\u003ciframe width=\\\"560\\\" height=\\\"315\\\" src=\\\"https://www.youtube.com/embed/CN78CI_svb8?si=R7S1l7IINe950T9q?enablejsapi=1\\\" title=\\\"YouTube video player\\\" frameborder=\\\"0\\\" allow=\\\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\\\" referrerpolicy=\\\"strict-origin-when-cross-origin\\\" allowfullscreen\u003e\u003c/iframe\u003e\"}},\"content\":[]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"5. Incentivize brand loyalty \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Creating a rewards program that offers loyal customers points and exclusive benefits is an effective strategy for encouraging repeat purchases and fostering a sense of appreciation. When customers feel valued, they are more likely to return and make additional purchases. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Incentives motivate customers to stay engaged and help build emotional connections with your brand. These connections can transform satisfied customers into passionate \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/social-media-glossary/brand-advocate/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"brand advocates\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" who share their positive experiences with others. As a result, this strategy significantly reduces customer churn by reinforcing positive interactions and encouraging word-of-mouth referrals. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"📔 Ultimate Blueprint: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-loyalty/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"How to start a customer loyalty program\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"6. Offer omnichannel support \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Omnichannel support unifies all customer interactions across channels. Customers can reach out on their preferred platform—whether it’s social media while on the go, email when they have more time, or live chat for quick questions—and the conversation seamlessly carries over. There is no need to re-explain their issue; omnichannel systems ensure all previous interactions are tracked and accessible to agents, making the customer feel heard and valued. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Let’s take a practical example: Imagine a customer experiencing issues with an online service. They start a conversation on \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/live-chat-support/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"live chat\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" but cannot resolve it during their lunch break. Later that day, they switch to social media to continue the dialogue and the support team picks up where the chat left off. The following day, the customer received a proactive email update confirming that the issue was resolved. This fluidity builds confidence in the brand’s customer service. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"This kind of omnichannel support offers a significant competitive edge over companies that rely on siloed systems. Brands that don’t provide \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/omnichannel-customer-service/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"omnichannel customer service\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" often lose customers because of repeated frustrations and the burden of switching between disconnected platforms. Empowering customers to reach out as often as needed on their preferred \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-channels/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer service channels\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" and ensuring their concerns are always met with continuity builds stronger customer loyalty and reduces churn. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"F2WdIir6mTLPryQl55IWP\",\"title\":\"Offer omnichannel support\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/F2WdIir6mTLPryQl55IWP/7adef84c530bc30f28ea07e96418160e/Offer_omnichannel_support.png\",\"details\":{\"size\":230888,\"image\":{\"width\":724,\"height\":510}},\"fileName\":\"Offer omnichannel support.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"7. Conduct customer meetups \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"In an increasingly digital world, personal connections are more valuable than ever. Conducting customer meetups — whether virtual or in-person — offers a unique opportunity to build stronger relationships with your customers. These meetups allow you to engage directly with your audience, address their concerns and gain firsthand insights into their experiences with your products or services. Customers appreciate being heard and meetups show you’re invested in their success. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Meetups can also function as a platform for peer-to-peer interaction. Customers can exchange best practices, share how they’re using your product innovatively and create a sense of community around your brand. This community-driven approach is an excellent way to reduce churn, as customers who feel connected to a brand and its user base are more likely to stay engaged. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Learn \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/brand-community/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"How to Start a Successful Brand Community (with Pro Tips)\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"4tpAQ85EZx4YDxfBsow4ub\",\"title\":\"Conduct customer meetups\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/4tpAQ85EZx4YDxfBsow4ub/99cf7a36836ebe3d9bebf77865da3905/Conduct_customer_meetups.png\",\"details\":{\"size\":418554,\"image\":{\"width\":628,\"height\":654}},\"fileName\":\"Conduct customer meetups.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.linkedin.com/posts/sprinklr_highlights-from-sprinklrs-community-meetup-activity-7227705492066779136-3bT3/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"View on LinkedIn\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-4\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Don’t just measure customer churn; track these metrics \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"When analyzing customer churn, it's essential to broaden your focus beyond just churn rates. To gain deeper insights into customer behavior and improve retention, track these additional key metrics too: \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"1. Monthly recurring revenue (MRR) churn rate:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" MRR represents the total recurring revenue from all subscription sources within a given month. Tracking the MRR churn rate helps you understand how much revenue is lost due to customer cancellations or downgrades. By identifying patterns in MRR churn, you can pinpoint which customer segments or behaviors are contributing to lost revenue and take targeted actions to reduce it. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Why it matters:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Unlike customer churn, which measures the number of customers lost, MRR churn reveals the financial impact of that churn, providing a more nuanced view of how cancellations are affecting your business. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"2. Reactivation MRR and reactivation rate:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" These metrics assess how successful you are in re-engaging churned customers. Reactivation MRR shows the total revenue regained from customers who had previously canceled, while the reactivation rate measures the percentage of churned customers who returned during a specific period. A high reactivation rate indicates that your customer retention strategies — such as win-back campaigns or special offers — are effectively reconnecting with former customers. Conversely, a low rate signals the need to reassess your approach. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Why it matters:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Reactivation metrics are valuable indicators of how well your business can mend broken relationships with customers. The ability to regain lost customers is often more cost-effective than acquiring new ones, making these metrics vital for sustainable growth and churn reduction. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-4\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Why Sprinklr is your best bet to reduce churn rate \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customers churn for many reasons — unmet expectations, lack of personalized support or fragmented service experiences. However, what often drives them away isn’t the product itself but poor customer service, unresponsiveness and a lack of meaningful engagement. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"When customer service falls short, customers are quick to explore alternatives. A significant percentage of churn occurs because customers feel undervalued or unassisted when they need it most. This is where exceptional customer service becomes your most powerful defense against churn. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Offering proactive, omnichannel support, personalized engagement and consistent communication can delight customers and build loyalty. Well-supported customers are far less likely to churn and far more likely to become \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/brand-advocates/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"brand advocates\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\". \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" empowers your team to deliver the service that retains customers and reduces churn. The AI-native solution helps you understand customer intent, predict potential issues before they escalate and provide proactive support across 30+ channels. To know how it works, schedule a demo of \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr Service\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" today! \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"F0jdqV76ToIEfWvDARNz9\",\"name\":\"SCHEDULE MY SPRINKLR SERVICE DEMO \",\"type\":\"BUTTON\",\"text\":\"SCHEDULE MY SPRINKLR SERVICE DEMO \",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://www.sprinklr.com/demo-care/\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"templateAccordion\",\"id\":\"3BIX0PggBs0WStDrX63R49\",\"name\":\"FAQs\",\"accordionRows\":[{\"contentType\":\"accordionRow\",\"id\":\"1oH2AYAhxFliBgTx7g8Vsv\",\"name\":\"Can a low churn rate be a signal of business growth?\",\"title\":\"Can a low churn rate be a signal of business growth?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Yes, a low churn rate signifies that customers are satisfied, which can reflect positive business growth.\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"3G7iAx6RoX4amzAnbRiNKS\",\"name\":\"How does churn rate relate to customer lifetime value?\",\"title\":\"How does churn rate relate to customer lifetime value?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"A lower churn rate generally means that customers stay longer with the brand, which increases the business's lifetime value.\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":false},{\"contentType\":\"accordionRow\",\"id\":\"56L4n1mSBhlGfQPflXaZvT\",\"name\":\"What role does onboarding play in reducing churn rate?\",\"title\":\"What role does onboarding play in reducing churn rate?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Easy and effective onboarding can help your customers quickly understand the features and benefits of your product/service, lowering the chance of them leaving early.\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":false},{\"contentType\":\"accordionRow\",\"id\":\"2j2fUurtsj0ngBXbmuzAyM\",\"name\":\"How can businesses differentiate between voluntary and involuntary churn?\",\"title\":\"How can businesses differentiate between voluntary and involuntary churn?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Brands can review customer feedback and analyze customer behavior patterns. 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Suresh\",\"metadata\":{\"contentType\":\"metadata\",\"id\":\"2xLdooNHtr9KjCnznnNrEQ\",\"seoTitle\":\"Aashika Suresh\",\"seoDescription\":\"Get the latest articles and insights from Aashika Suresh. Stay updated with trends and practical advice.\"},\"person\":{\"contentType\":\"person\",\"id\":\"5SVTw8aMHWYnljo8wPJrsU\",\"entryTitle\":\"Aashika Suresh\",\"name\":\"Aashika Suresh\",\"title\":\"Guest Contributor\",\"type\":\"BLOG_AUTHOR\",\"bio\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"An experienced content and features writer with expertise in business, finance, culture and entertainment.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"slug\":\"aashika-suresh\"},\"personalization\":\"Lazy\"}],\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Cliched it may sound but delivering stellar e-commerce customer service is the key to differentiating your business in a crowded and competitive marketplace. Gary Vaynerchuk perfectly articulates this when he says, “In e-commerce, your customer service is your brand. It’s what sets you apart from the competition.” \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"It’s common knowledge that the modern customer expects immediacy, personalization, and flawless support experiences. Everything from necessities to luxuries can be delivered to your home with just a few clicks thanks to the ease of online shopping. Now more than ever, customer service for e-commerce businesses can bridge the gap between one-time transactions and continued business with a client. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customer service is the number one factor that decides if a customer will continue buying from you or switch to a rival. 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To make the journey as smooth and seamless as possible, you will need to provide \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/omnichannel-customer-service/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"omnichannel customer service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Support availability across popular \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-channels/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer support channels\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", digital or otherwise, ensures customers get help whenever they need it. The key components of e-commerce customer service typically are: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Live chat\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Best for real-time and quick assistance to customers for queries or issues. Its biggest advantages are speed, co-browsing, and video chat. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Email\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Best for providing support during non-business hours. E-mail support is also handy for troubleshooting technical problems with visual aids and attachments. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Social media\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Best for catering to tech-savvy customers who prefer social media channels for product research and shopping. \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/social-media-customer-service/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Social customer care\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" is also important for monitoring brand sentiment and responding quickly to escalations. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Self-service options\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Best for customers who prefer to find their own solutions, FAQs, knowledge bases, chatbots, and \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-community/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer communities\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" can empower them with quick resolutions. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Phone: \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"Best for customers who need direct, personal and urgent assistance on complex matters that need guidance, such as troubleshooting for technical glitches in software. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Review platforms: \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"Best for addressing concerns of disgruntled and dissatisfied customers. Providing an apology and resolution method for poor experiences can build trust in your brand. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"SMS: \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"Best for quick and time-sensitive communication such as order confirmation, tracking details or reminders. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"ordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"A combination of such support components will give customers flexibility, accessibility and convenience to choose their preferred support channel at every touchpoint. As an e-commerce business, it becomes your responsibility to ensure each support channel complements the others, ensuring customers get help whenever and wherever they need it, with minimal friction. It’s also important to match customer expectations regarding response time on these channels so \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/customer-service-glossary/customer-frustration/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer frustration\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" doesn’t set in. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Also read: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-response-time/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"8 Expert Tips to Improve Customer Response Times\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"E-commerce customer service vs. retail customer service \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Retail customer service is the process of assisting customers in physical stores or during in-person shopping experiences typically through direct interactions with staff and phone calls. Good retail customer service aims to build relationships, enhance satisfaction, and encourage repeat business. In contrast, e-commerce support caters to online shoppers, mostly providing support through digital channels like website/app, live chat, email, and social media. Here are the finer differences between the two: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Aspect\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-header-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"E-commerce Customer Service\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-header-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Retail Customer Service\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-header-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Interaction method\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Largely digital, including live chat, email, social media, self-service, etc. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In-person (through staff and service desks) or on the phone \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Availability\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Round-the-clock support across different channels \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Typically limited to business hours and human resource availability \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Response time\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Short or instant via chatbots, live chat or social media \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Longer, depending on agent availability \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Personalization\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"High, as digital support tools are powered by data analysis \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Variable, depending on agents’ skill set, training and product knowledge \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Challenges\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Technical issues, low touch, data leakage \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Delayed support times, poor agent training, subject to inconsistency \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Opportunities\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Opportunity to provide 24/7 service, scale quickly, offer a choice of support channels \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Opportunity for relationship-building and upselling \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Cost \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Low operating and scaling costs, thanks to automation \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"High ongoing cost because of standing staffing and training demands \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"}],\"nodeType\":\"table\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"4 big benefits of e-commerce customer service\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The world of e-commerce is growing rapidly with revenue estimated to reach a projected market volume of \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.statista.com/outlook/emo/ecommerce/worldwide\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"$$6,478 billion by 2029\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". As the market balloons and competition intensifies, customer expectations will extend beyond present challenges to give rise to new ones. More transaction volume will lead to more support requests. Is it worth the while to invest in building your e-commerce customer support amidst such a flux? Yes, it does. Here are four reasons why: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"It enhances customer satisfaction\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"With timely and responsive support, you can provide instant responses to customers improving their satisfaction levels (\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-satisfaction/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"CSAT\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"). According to Forrester, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/improve-customer-service-response-time-with-AI/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"66% of consumers\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" believe businesses that value their time get the most important thing right about customer service. Using instant messaging tools like social media and live chat, businesses can connect with customers quickly to solve their problems as they arise. Once a ticket is resolved, 86% of customers who use \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/live-chat-support/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"live chat support\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" say they feel gratified. Additionally, if you excel at \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/personalized-customer-service/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"personalized customer service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", you gratify 71% of customers who expect a high degree of personalization from brands they patronize. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"NOVpjly3z2n7RMksaUYWl\",\"title\":\"Are you up for the CSAT Challenge? \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Are you up for the CSAT Challenge?\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"23 social, 11 messaging, chat, SMS and email channels. That’s how many different platforms each customer uses on average for communication with a business. Faltering on even one channel is enough to bounce away customers to competitors. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Does your \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-strategy/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer support strategy\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" optimize for all of this to improve satisfaction? \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Probably not. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Download the \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Sprinklr Service Strategic Handbook\",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" to learn more about real-time communication, building “care communities” and creating an effective customer service strategy. Start multiplying your CSAT today! \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"Vci03NqyuKsxA8uQmmaLL\",\"name\":\"DOWNLOAD EBOOK \",\"type\":\"BUTTON\",\"text\":\"DOWNLOAD EBOOK \",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://www.sprinklr.com/resources/customer-service-strategic-handbook/\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"It boosts customer loyalty\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-retention/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customer retention\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" is a topmost challenge for e-commerce brands worldwide, owing to cut-throat competition and razor-thin margins in the retail industry. That’s where efficient customer support plays a crucial role. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Besides improving in-the-moment customer satisfaction, it also fosters long-term \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-loyalty/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer loyalty\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" that keeps the competition at bay. How does this happen? E-commerce customer service provides a unique opportunity to build strong customer relationships via direct messaging and online communities. Using helpful content, social media engagement, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/ugc/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"user-generated content\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", and other community-building activities, brands can foster a sense of belonging and loyalty among customers. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"1TeS0eAMHckNcyXZiALzwz\",\"title\":\"✅ Just Do It \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"✅ Just Do It\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Did you know that on average, just three out of 10 customers continue to buy from an e-commerce brand for over a year? \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Brands like Nike have leveraged their online communities to build trust among customers and turn them into brand advocates. If you are a large e-commerce business looking to create a buzzing online community, check out this video for 7 proven tips. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"iFrame\",\"id\":\"2L0mplIFJy4tV1bKGpgYxv\",\"name\":\"How to build and manage an online community\",\"iFrameText\":\"\u003ciframe width=\\\"560\\\" height=\\\"315\\\" src=\\\"https://www.youtube.com/embed/vnr36pYG58g?si=ZUtHPK7mQ06RukBW\\\" title=\\\"YouTube video player\\\" frameborder=\\\"0\\\" allow=\\\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\\\" referrerpolicy=\\\"strict-origin-when-cross-origin\\\" allowfullscreen\u003e\u003c/iframe\u003e\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"It bolsters brand reputation\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customers who are satisfied with \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-interaction/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"support interactions\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" with a brand are 97% more likely to recommend the brand to family and friends. Positive word-of-mouth recommendations improve your reputation as a customer-centric brand. As the \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/voice-of-customer/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"voice of the customer\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" grows stronger and louder, you start attracting better leads, talent, influencers, and partners, opening up growth avenues for yourself. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"It multiplies revenue growth and opportunities\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"E-commerce customer service, when done right, can yield numerous financial benefits. Firstly, it can directly contribute to higher sales through repeat and new customers. Converting old customers is 25% cheaper than acquiring new ones. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In addition, efficient customer care through self-service tools and digital channels can reduce your call volume and support costs. For instance, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/conversational-ai-statistics/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"conversational AI statistics\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" claim that self-service solutions like chatbots are 30% cheaper than human intervention. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Eager to learn more? Read\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/conversational-ai-in-retail/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"how conversational AI benefits retail businesses\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\".\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"3ALdChn41kRSjRQhiPFCG8\",\"title\":\"Freebie Alert: A Customized Solution for E-Commerce Vendors \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"A Customized Solution for E-Commerce Vendors\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Imagine a customer support platform that arms e-commerce brands with real-time insights and a 360* customer view, enabling you to spot and eliminate friction points in the online shopping journey before they can cause cart abandonment or churn. That’s what 200+ retailers witnessed by using \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/industries/retail/#360-degree-consumer-and-market-intelligence\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr’s customized retail solution\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\". Powered by advanced AI, Sprinklr gives: \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Full transparency into call-center conversations for precise root-cause analysis \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"A plethora of self-service options including search-engine-friendly knowledge bases and conversational bots \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Unified experience across 30+ support channels \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"360* consumer intelligence and analytics for continuous improvement \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"2Gcl966undha92YRufO3kq\",\"name\":\"Grab a Demo\",\"type\":\"BUTTON\",\"text\":\"Grab a Demo\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://www.sprinklr.com/demo/\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"How to deploy customer support for e-commerce [+ best practices]\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Now that you understand the gravity of implementing a robust customer support solution for your e-commerce brand, Here’s a step-by-step guide on how to do the implementation effectively: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Step 1: Define your retail customer service strategy \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"A well-defined \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-strategy/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer service strategy\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" will function as the fulcrum of the support you provide. An e-commerce customer service strategy must align with larger organizational goals and customer preferences. The support strategy will dictate all the moving parts of the customer support function, from the kind of training given to agents to the support tools you implement. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"For instance, if you are a luxury goods retailer, your customer support strategy should emphasize high-quality interactions and personalization. You could implement \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/high-touch-customer-service/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"high-touch customer support\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", where every interaction is led by personal greetings, references to historical conversations and targeted recommendations based on specific preferences of your customer persona. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Best Practices:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Understand your audience and industry by building customer personas and competitive analysis. This will allow you to craft a competitive and effective support strategy. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Connect with top leadership and stakeholders to double down on company goals. Use this framework to identify your \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-goals/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer service goals\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", channels, tools, and policies. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"103SiXmQbASDYFcggA87FK\",\"title\":\"The 4 C’s of a Successful Customer Support Strategy \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"The 4 C’s of a Successful Customer Support Strategy\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Regardless of customer service goals, industry or vision, certain tenets are integral to every successful customer service strategy. Consider these 4 C’s when drafting your customer support strategy: \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"ordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-centricity/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer-centricity\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\": \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Your support policies and practices should hinge on your customer’s needs, interests and preferences. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Convenience:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Meet the customer where they are. Provide multiple support options and solutions. Use omnichannel customer support strategies to ensure interconnectedness. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Consistency: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Be consistent in your support across all channels by defining a \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-tone/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer service tone\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" for your agents to use. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Communication: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Enforce customer empathy and transparent communication over closing cases in record time. \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Step 2: Choose the right support channels \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Your channel selection makes a bigger difference to customer experience than you’d imagine. It directly influences how quickly customer needs are met and how satisfied they are. For instance, offering voice-only support will likely limit your support experience as the channel is prone to long wait times. Contrarily, offering chatbot-led support is more satisfactory as chatbot responses are instantaneous. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Offering multiple channels — such as live chat, email, social media, and phone support — will allow customers to choose the method that suits them best, enhancing their overall satisfaction. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"This doesn’t mean you spread yourself thin and cater to all channels out there. Each channel has its strengths so pick the ones that your customers prefer. For example, live chat provides instant responses, while email allows for detailed, thoughtful communication. Tech-savvy shoppers may prefer quick interactions through instant messaging, while others might appreciate the personal touch of phone support. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Best Practices:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-interaction-analytics/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Analyze customer interactions\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" to understand your customers’ channel preferences. This information will help you allocate resources in the right places. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Research shows that \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://assets.ctfassets.net/2d5q1td6cyxq/5Gnh3Ge8bGeYE8u5AdPIlS/ee3bb5f3017aded8dcc6ccda75e06bb9/Growth_of_Mobile_and_Conversational_Commerce_USEN_mobile_optimized.pdf\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"98% of customers\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" want to connect with businesses through mobile interfaces. Ensure your e-commerce customer service is optimized for mobile. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"2xtcSjHiGRwmKmIebEg0ds\",\"title\":\"Did you know? \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Did you know? \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/communication-channels/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"73% of customers\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" aged 18-49 find live chat extremely convenient to talk with businesses. If you are a business that focuses on this demographic, investing in \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/livechat/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"live chat software\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" will help you connect with customers better. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Meet your customers where they are with Sprinklr’s live chat support software. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"2K8j1O2n4jIvkDh6BR9tXN\",\"title\":\"download (96)\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/2K8j1O2n4jIvkDh6BR9tXN/98ead5f21e016581d78148d7d8bad510/download__96_.png\",\"details\":{\"size\":285193,\"image\":{\"width\":752,\"height\":874}},\"fileName\":\"download (96).png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"1vusnuy4T2kdmya9oYiMXj\",\"name\":\"REQUEST A DEMO\",\"type\":\"BUTTON\",\"text\":\"REQUEST A DEMO\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://www.sprinklr.com/demo-care/\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Step 3: Implement effective self-service tools\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Almost 59% of customers prefer finding solutions on their own for simple problems. Having a robust \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-self-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer self-service system\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" as part of your e-commerce support strategy would not just make customers happy, but also lead to higher agent productivity and cost savings. Your customer self-service arsenal should include: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/knowledge-base/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Knowledge bases\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and help portals \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Video tutorials and guides \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"User forums and customer communities \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Web applications \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-service-chatbots/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Customer service chatbots\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and voice bots \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Best Practices:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Provide customers with video guides that are optimized for mobile. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Foster active online customer communities within your e-commerce ecosystem to allow customers to find solutions from peers. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"1yNJanWkosEG961AtHkLkh\",\"title\":\"💎 True Story: Self-Service Cuts Resolution Time by 175% \",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"💎 \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"True Story: Self-Service Cuts Resolution Time by 175% \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"A prominent Middle Eastern fashion e-commerce retailer wanted to improve their customer satisfaction and retention by streamlining their technology solutions. They implemented Sprinklr’s unified customer experience management platform and enhanced self-service options. Here’s what happened: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Conversational AI:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Deployed chat and voice bots to enable 24/7 self-service for common inquiries, reducing case resolution time by 175%. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"WhatsApp integration: \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"Added WhatsApp as a communication channel for enhanced customer engagement. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Unified data access: \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"Consolidated tools for a unified view of customer interactions, facilitating faster issue resolution. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"These enhancements resulted in a 50% decrease in customer service abandonment rates and significant cost savings. Read the full story \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/stories/middle-east-ecomretailer/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"here\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Step 4: Train your support team well \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"There’s little doubt that digital customer support is the way forward. It’s quick, cheap, and convenient. However, human-led support is still relevant, especially in e-commerce. \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/call-center-statistics/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Over half of all customers\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" with urgent issues prefer a phone conversation to online chats. In technical troubleshooting, escalations, and crises, customer satisfaction often boils down to how well your customer support reps handle the situation. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"That’s why \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-service-training/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"training your customer service agents\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" in brand ethos and customer service best practices should be high on the priority list of any e-commerce brand. Your training program should be designed to equip agents with product information as well as \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-skills/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer service skills\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" they will require in daily operations. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Best Practices:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Create a detailed customer service training program that spans product knowledge, communication skills, and conflict resolution. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In soft skills training, prioritize \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-empathy/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer empathy\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", active listening, and problem-solving. Coach agents in tricky customer service scenarios around refunds, exchanges, complaints, and conflicts. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Leverage technology to keep up with changing customer service needs, industry trends and customer expectations. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Use \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/quality-management/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"AI-powered quality management software\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" to measure progress, identify skill gaps, and design learning pathways tailored to each agent's unique needs. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Step 5: Measure customer service success\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The e-commerce market is dynamic, with new service experiments and tools entering the domain at startling frequency. To stay competitive and viable, you need to track how your e-commerce customer service stacks up against competitors and the industry. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"What’s more, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-analytics/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer service analytics\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" identify persistent customer pain points and triggers that can escape the naked eye. It also surfaces improvisation opportunities and skills gaps in your workforce. Last but not least, it shows the overall sentiment around your customer service and brand. \\n \\n \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Best Practices:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Use customer feedback gathered via post-interaction \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-survey/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer surveys\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and follow-ups to up your service. Analyze the underlying \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-sentiment/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer sentiment\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and satisfaction level to capture improvement opportunities. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Benchmark your customer care performance on specific channels you serve. For example, benchmarks for call center and social will be different so it makes sense to track them separately. Likewise, there are separate customer support metrics for different channels. On social media, response time is crucial but on live chat, first response time is more important. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"1jFejxZtdC04u1GpqsKD4u\",\"title\":\"Key Metrics to Measure and Improve Customer Care for E-Commerce \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Key Metrics to Measure and Improve Customer Care for E-Commerce\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"ordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Response time: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-response-time/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer response time\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" is the average time in minutes, hours or days it takes you to respond to a customer's query, request or complaint. Compare industry standards across various channels, set a goal and work towards meeting it. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Resolution rate: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"This is the percentage of issues you resolve on the first contact with customers. The higher the rate, the better. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer satisfaction score: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"CSAT or customer satisfaction is a critical metric that gauges customer satisfaction after an interaction. For instance, the industry average CSAT for e-commerce customer call centers is \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/call-center-kpi-benchmarks-by-industry/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"80%\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\". \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Net promoter score: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/net-promoter-score/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Net promoter score or NPS\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" measures how likely your customers are to recommend your brand to others. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Shopping cart abandonment rate: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Shopping cart abandonment or customers who leave without completing a purchase could indicate friction at the point of sale, which can be controlled by timely support intervention. \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Success stories: 3 examples of excellent customer service in e-commerce\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Brands that adopt a strategic e-commerce customer service plan find its benefits in alleviating multiple pain points. Here are three brands that have got it right. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"1: How H\u0026M leverages AI chatbots for personalized shopping recommendations \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"H\u0026M, a brand known for its affordable, fashionable, and sustainable clothing, realized that it had to capitalize on digital capabilities if it wanted to boost its sales in the current market. A traditional retail store just didn’t cut it. The fashion retailer turned to artificial intelligence to improve its customers’ online shopping experience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"H\u0026M deployed a conversational chatbot on its website and app to understand its customers’ styling needs through a nifty quiz. The chatbot gathers information about the customers’ style and then links them to relevant products on its website. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/conversational-ai-in-retail/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Conversational AI in retail customer service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" is known to improve \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-engagement/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"customer engagement\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", providing personalized shopping guidance and recommendations. This approach helped the retailer match the modern consumer’s demand for personalization and convenience Today, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.retail-insight-network.com/features/chatbots-in-retail-ai-experience/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"up to 40%\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" of U.S. teenagers use H\u0026M’s bot for their shopping and support needs. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"1eJww8fqotLo8P09KVKm5W\",\"title\":\"download (97)\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/1eJww8fqotLo8P09KVKm5W/87b5c5cc66075292372deac4a7095129/download__97_.png\",\"details\":{\"size\":241953,\"image\":{\"width\":960,\"height\":472}},\"fileName\":\"download (97).png\",\"contentType\":\"image/png\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.chatbotguide.org/h-m-bot\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Source\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"2. How Nike maintained service levels via an app-based approach \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Much like many retailers, Nike had to pivot from a predominantly physical retail model to an e-commerce model. The shoemaker struggled with matching the high service standards set by its stores and staff. To maintain service levels and glean customer feedback, Nike created four apps (SNKRS, the NIKE Mobile App, NTC and NRC). \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"From these apps, Nike was able to glean data-driven insights from \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.thestack.technology/nike-hits-500-million-app-users/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"500 million users\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" to improve its e-commerce customer care. It also succeeded in growing its digital business threefold and its direct revenue by 18%. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"1LvLIS7iF7M9IUmLfDJjkd\",\"title\":\"download (98)\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/1LvLIS7iF7M9IUmLfDJjkd/bebd443e04b5fd1f3e271567db78bc25/download__98_.png\",\"details\":{\"size\":366333,\"image\":{\"width\":750,\"height\":1000}},\"fileName\":\"download (98).png\",\"contentType\":\"image/png\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.nike.com/in/membership/free-running-training-apps\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Source\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"3: How boAt leverages customized interactions to boost conversions \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Indian wearable tech company boAt had multiple struggles with its e-commerce business, mostly around growing customer support demand. As its customer base grew, its contact center traffic grew, and agents struggled with managing notifications and customer inquiries. The company teamed up with \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/social-media-management/conversational-commerce/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Sprinklr for conversational commerce\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" assistance. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"It integrated messaging platform WhatsApp into its real-time customer engagement process. As a result, the company was able to initiate 500K WhatsApp conversations to increase conversions and reduced 185,000 abandoned carts to generate $18,000. Read the full story \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/stories/boat-conversational-commerce/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"here\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"1jWMT1Ao1TLWLN3SJgbRSG\",\"title\":\"download (99)\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/1jWMT1Ao1TLWLN3SJgbRSG/0a80145ada6e6ef225e671fc0a08c490/download__99_.png\",\"details\":{\"size\":134676,\"image\":{\"width\":1487,\"height\":1110}},\"fileName\":\"download (99).png\",\"contentType\":\"image/png\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Impressed by what boAt did? You can do the same for your e-commerce brand with Sprinklr Service’s suite of products. Take a demo of our offerings to see the change you’ll want to keep making. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"7t2iCx7GGqCKSNePJEVZZC\",\"name\":\"Request Demo - CTA - Care\",\"type\":\"BUTTON\",\"eventName\":\"Request Demo\",\"text\":\"REQUEST DEMO\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://www.sprinklr.com/demo-care/\",\"external\":false}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"templateAccordion\",\"id\":\"45a2MKBmeDoTVtcXOPzPPu\",\"name\":\"FAQ\",\"accordionRows\":[{\"contentType\":\"accordionRow\",\"id\":\"6CSxHY5YKZ9TVCFhJ6VjJJ\",\"name\":\"How can businesses ensure data privacy in e-commerce customer service? \",\"title\":\"How can businesses ensure data privacy in e-commerce customer service? \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"E-commerce companies need to follow global data protection laws like GDPR, use robust authentication procedures and provide safe encryption in order to protect customer information. \",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"1DqHsxj4RqfOYONB3URLN4\",\"name\":\"How does e-commerce customer service impact customer loyalty? \",\"title\":\"How does e-commerce customer service impact customer loyalty? \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Good e-commerce customer service offers several service channels, round-the-clock assistance, prompt and efficient responses and customized solutions. Higher levels of client satisfaction and loyalty follow from this. \",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":false},{\"contentType\":\"accordionRow\",\"id\":\"2IxB2lvuee261jOsUUF6SK\",\"name\":\"Can e-commerce customer service be personalized? \",\"title\":\"Can e-commerce customer service be personalized? \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Absolutely. In order to provide personalized assistance to every consumer, e-commerce customer support can make use of conversational analytics, historical data and agent connections with customers. Some firms, for example, employ AI to offer support on the channels that customers use the most. \",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":false},{\"contentType\":\"accordionRow\",\"id\":\"5lsR5Yk6fnf3qoFWKXGcEn\",\"name\":\"What role does AI play in e-commerce customer service? \",\"title\":\"What role does AI play in e-commerce customer service? \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"AI plays a major part in automated customer care for e-commerce businesses via chatbots, live chat, and other channels. In order to enhance customer service, it can also be used for data analysis and customer insights \",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"5m8S7struEe38kLuhANT6S\",\"name\":\"What are the future trends in e-commerce customer service? \",\"title\":\"What are the future trends in e-commerce customer service? \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Apart from the influence of AI, e-commerce customer service trends will include more voice and video support, hyper-personalization and augmented reality support. \",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true}],\"startOpen\":false,\"accordionDisplayStyle\":\"CLEAN\",\"noContainerLeftRightPadding\":true,\"noContainerTopBottomPadding\":true,\"bottomMargin\":\"SMALL\",\"topMargin\":\"SMALL\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"thumbnailImage\":{\"id\":\"47JWFuX7zGDr2EGWrxkZKS\",\"title\":\"AdobeStock 985909662\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/47JWFuX7zGDr2EGWrxkZKS/a6dabb6f9787342bfb41cdfd9f2bbed2/AdobeStock_985909662.jpeg\",\"details\":{\"size\":4520736,\"image\":{\"width\":6000,\"height\":4000}},\"fileName\":\"AdobeStock_985909662.jpeg\",\"contentType\":\"image/jpeg\"}},\"slug\":\"/blog/ecommerce-customer-service/\"},{\"id\":\"1l62ZwreVPsNTLOdd3cM6C\",\"title\":\"Best Customer Experience Platforms in 2024 (+Pricing)\",\"category\":\"Customer Service\",\"authors\":[{\"contentType\":\"blogAuthorPage\",\"id\":\"3xy6wdFGAc9coxGLq7z7aZ\",\"authorName\":\"Aksheeta Tyagi\",\"metadata\":{\"contentType\":\"metadata\",\"id\":\"5stvl4IW83lavhko9F8jqu\",\"seoTitle\":\"Aksheeta Tyagi\",\"seoDescription\":\"Get the latest articles and insights from Aksheeta Tyagi. Stay updated with trends and practical advice.\",\"internalLinkLabel\":\"Aksheeta Tyagi\"},\"person\":{\"contentType\":\"person\",\"id\":\"8FardRlkg2YE3yr7DLTSs\",\"entryTitle\":\"Aksheeta Tyagi\",\"name\":\"Aksheeta Tyagi\",\"title\":\"Content Marketer\",\"companyDivision\":\"Sprinklr\",\"image\":{\"id\":\"7IW5H5uAjhJcJmXtfgsNBk\",\"title\":\"IMG 1479\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/7IW5H5uAjhJcJmXtfgsNBk/9486254e8eec0052400215fb2e18a0ef/IMG_1479.jpeg.png\",\"details\":{\"size\":685757,\"image\":{\"width\":750,\"height\":750}},\"fileName\":\"IMG_1479.jpeg.png\",\"contentType\":\"image/png\"}},\"type\":\"BLOG_AUTHOR\",\"bio\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Aksheeta is the youngest content marketer in the team, rocking in the B2B SaaS space for 3 years now. At Sprinklr, she's striving to build a solid, fortified organic engine for Sprinklr Service with content that impacts. When not at work, you can find her growing mushrooms, analyzing mind-bending thrillers, or simply watching birds. She immerses in spirituality, finding solace in introspection. \",\"marks\":[],\"data\":{}}]}]},\"slug\":\"aksheeta-tyagi\"},\"personalization\":\"Lazy\"}],\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Your customers don’t want to just buy your product, they want to buy into your brand itself. But here’s the problem: too often, customer experience (CX) and branding often work in silos, end up on separate tracks and do not quite deliver what they promise. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Imagine you're shopping for your favorite coffee. You're not just buying a bag of beans, right? You're choosing that brand because of what it stands for — maybe it's sustainability, quality, or community. But if the CX feels, that’s supposed to be holistic, feels broken, at every twist and turn during your journey with the brand, you might feel let down. This disconnect in CX leaves users feeling a bit left out in the cold. So, bringing CX into the fold with your brand's core promise is downright essential, not just nice-to-have. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"So, holistic customer experience software helps you bridge the gap between what a brand promises and what it delivers. When evaluating these customer experience platforms, think about a few key aspects: Does the tool integrate seamlessly with your brand message? Does the tool simplify the \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-journey/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer journey\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", removing clutter and confusion? \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"In this article, we list out the 10 best customer experience software for you to choose from, along with their key benefits, market perceptions, price, trial information and of course, our final verdicts. Let’s begin. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"What is customer experience software? \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer experience software is a suite of tools designed to manage and improve how customers interact with a company throughout their entire journey. This software captures interactions across multiple channels — whether it's via email, phone, web, or in-person — to provide a unified view of the customer. It allows companies to track, oversee and organize every interaction between a customer and the organization through analytics and real-time data insights. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"The goal of CX software is to optimize these interactions to \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/building-customer-loyalty/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"increase customer loyalty\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" and retention by making the experience smoother and more responsive. Features typically include \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-self-service/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer self-service\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", feedback collection and \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/omnichannel-customer-service/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"omnichannel customer service\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\". By using CX software, businesses can better understand customer needs, detect friction points and deliver a service that feels both personal and efficient, leading to a more satisfying customer relationship. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Why are customer experience platforms essential for modern businesses? \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Not only is \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-experience-optimization/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"optimizing customer experiences\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" for the weak of the heart, but also is keeping track of each experience, at each touchpoint. Customer interactions are often spilled all over the place and making sense of them all can be tricky. That’s what customer experience platforms help with. Here are the benefits of using a customer experience tool for your business. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🚀 Fast, automated, omnichannel support: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"The idea to use a CX tool is to ensure every conversation is attended to and nothing flies under the radar. Conversational bots cut down on \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-response-time/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer response times\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" so you’re able to log and address every interaction across channels, without loss in context. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"For example, imagine Ally, a makeup enthusiast, visits an offline beauty store to check out the newly launched lip kit line. She engages with representatives, gives them info and tests products. When she goes back home, the WhatsApp bot drops her a message thanking her for the visit and is already privy to the context and knows what Ally loved the best, offering her a 20% early bird discount --- making it likely for her to go through with the purchase. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🤝 Customer loyalty and retention: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"CX platforms help you keep a pulse on every interaction so you can \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/how-to-reduce-customer-churn/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"reduce customer churn\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\". With experience seen as the one differentiator by brands worldwide, customer experience tools allow you to course-correct and personalize \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-engagement/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer engagement\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", helping your brand stand out. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"For example, say, a bank uses its CX platform to analyze the spending habits and financial goals of its customers. It consolidates data from multiple touchpoints — branch visits, online transactions and mobile app usage. The platform identifies a group of customers with steadily increasing account balances but little to no recent investment activity. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"The bank seizes this opportunity to reach out with a well-informed proposal. It suggests potential investment options like a low-risk investment fund or a term deposit, tailored to their unique cases. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🧠 Agent efficiency: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Many CX tools come equipped with AI to help your \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/contact-center-agent/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"contact center agents\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" deflect repetitive, mundane queries so they can focus on what’s critical. What’s more is that \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/generative-ai-customer-experience/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"generative AI in customer experience\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" can even assist agents in staying true to \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/brand-voice/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"brand voice\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", accuracy and compliance. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Let’s see how \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/conversational-ai-in-telecom/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"conversational AI in telecom\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" helps make agents more productive. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"The AI acts like a smart filter, triaging through incoming issues to find and bring urgent ones, such as service disruptions, to the forefront. When an agent takes on one of these critical cases, they aren't starting cold — they already see case histories and details such as recent service changes or recurring issues on their dashboard. This proactive information delivery cuts down on the typical hunt-and-peck for details, enabling agents to address the problem directly. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer experience software vs. Customer service software \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"table\",\"data\":{},\"content\":[{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-header-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Aspect\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-header-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer Experience Software\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-header-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer Service Software\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Primary Focus\\t \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Enhancing the entire customer journey from acquisition to retention\\t \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Resolving individual customer support requests and issues \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Data Integration\\t \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Integrates data from various sources (web, social, CRM, mobile) to create a unified customer profile\\t \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Centralizes support data (tickets, chats, emails) for managing support cases \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Personalization\\t \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customizes experiences based on customer behavior, preferences and segmentation \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Personalizes support based on interaction history and CRM data \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Feedback Collection\\t \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Gathers feedback through surveys, sentiment analysis and experience studies to refine the customer journey\\t \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Collects feedback from post-interaction surveys and ticket ratings to assess support quality \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Goal \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Improve user satisfaction and loyalty by optimizing and personalizing the complete customer experience\\t \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Efficiently resolve support issues and ensure timely solutions \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Automation Capabilities\\t \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Automates personalized communication, journey orchestration and experience adjustments based on data\\t \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Automates ticket routing, response templates, and case management for support efficiency \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Analytics \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Analyzes data from various touchpoints to identify overall customer behavior and trends. For example, it tracks user interactions to predict future needs \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Focuses on operational data like ticket resolution times and agent performance to improve support efficiency. For example, it tracks \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/average-handle-time/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"average handle time\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" and response rates \",\"marks\":[],\"data\":{}}]}]}]}]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"10 top customer experience software in 2024\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Here’s a collection of customer experience software for you to evaluate and choose from. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"1Ev1wNgH63i1ahwedVVX8u\",\"title\":\" Important Note for Readers\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"⚠️ Important Note for Readers \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"The below tools are in no particular order of ranking or popularity. Still, they are independent picks by Sprinklr’s editorial team based on our research and publicly available information on the review sites. It is crucial to note that software or platforms may evolve over time and the company may address some of these concerns in newer updates or versions.\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"tableOfContentHeadings\",\"id\":\"257wKegFawWK1FCcPwtCt7\",\"title\":\"Top customer experience software in 2024\",\"headings\":[{\"contentType\":\"headingText\",\"id\":\"5fOYgOdbYUQ8DgTV6qoKMC\",\"name\":\"Sprinklr\",\"title\":\"Sprinklr\",\"displayText\":\"Sprinklr\"},{\"contentType\":\"headingText\",\"id\":\"W9d2xzkkIyhYs7LWEDK03\",\"name\":\"Zendesk\",\"title\":\"Zendesk\",\"displayText\":\"Zendesk\"},{\"contentType\":\"headingText\",\"id\":\"7f4WvIxaG6JA3ADmJoK2Ve\",\"name\":\"Intercom\",\"title\":\"Intercom\",\"displayText\":\"Intercom\"},{\"contentType\":\"headingText\",\"id\":\"5BaRGdRXSEEyf0GCEfzniR\",\"name\":\"Podium\",\"title\":\"Podium\",\"displayText\":\"Podium\"},{\"contentType\":\"headingText\",\"id\":\"1nc6fTMDhV5IEb6Wp9eNZ9\",\"name\":\"Qualtrics\",\"title\":\"Qualtrics\",\"displayText\":\"Qualtrics\"},{\"contentType\":\"headingText\",\"id\":\"5PPwlwtJKhC2dipw6fAgrb\",\"name\":\"Freshdesk\",\"title\":\"Freshdesk\",\"displayText\":\"Freshdesk\"},{\"contentType\":\"headingText\",\"id\":\"1ma55QMumC1NdVYZ4QYtp7\",\"name\":\"HubSpot\",\"title\":\"HubSpot\",\"displayText\":\"HubSpot\"},{\"contentType\":\"headingText\",\"id\":\"74KnV7fynGY1747NtViZuC\",\"name\":\"Birdeye\",\"title\":\"Birdeye\",\"displayText\":\"Birdeye\"},{\"contentType\":\"headingText\",\"id\":\"4tNMc2FqpTyvx1rIQkPe8M\",\"name\":\"Gainsight\",\"title\":\"Gainsight\",\"displayText\":\"Gainsight\"},{\"contentType\":\"headingText\",\"id\":\"4NrM3flnxtIQWt30eRItOm\",\"name\":\"Microsoft Dynamics 365\",\"title\":\"Microsoft Dynamics 365\",\"displayText\":\"Microsoft Dynamics 365\"}],\"hasSingleColumn\":true,\"hasNumberedList\":true}},\"content\":[]},{\"nodeType\":\"heading-4\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/platform/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"59yMrtVdyYwNo13RTAAyyi\",\"title\":\"Sprinklr-s unified CX platform\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/59yMrtVdyYwNo13RTAAyyi/984b84ce346f67ae9f8c38def96a049a/Sprinklr-s_unified_CX_platform.png\",\"details\":{\"size\":293976,\"image\":{\"width\":1036,\"height\":611}},\"fileName\":\"Sprinklr-s unified CX platform.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr is one of the best customer experience management platforms that addresses a fundamental challenge of CX: \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"data fragmentation\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\". Unlike many tools that operate in silos, Sprinklr brings together customer data from over 30 messaging, \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/live-chat-support/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"live chat\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", social and app channels into a single, cohesive platform to ensure each and every interaction that a customer has with you is holistic and informed with context and knowledge that goes unnoticed as fine print. It does so with its four specialized suites that come together to enhance every aspect of the customer experience. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr Service\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/consumer-intelligence/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr Insights\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/marketing-and-advertising/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr Marketing\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/social-media-management/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr Social\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"7vgFKX3r67Gam70Lmxk5du\",\"title\":\"Data unification layers in Sprinklr-s unified CX platform\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/7vgFKX3r67Gam70Lmxk5du/d03bf05d8d8acccb95328cac1b22d243/Data_unification_layers_in_Sprinklr-s_unified_CX_platform.png\",\"details\":{\"size\":636371,\"image\":{\"width\":1600,\"height\":1008}},\"fileName\":\"Data unification layers in Sprinklr-s unified CX platform.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"What’s important to understand is that at its heart, Sprinklr’s power is fueled by its proprietary AI model. This advanced technology processes vast amounts of data to generate actionable \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/consumer-insights/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"consumer insights\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\". Here's how it makes a difference: \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Daily predictions\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Sprinklr’s AI engine makes around 10 billion predictions daily, analyzing interactions to forecast trends and behaviors accurately. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer case management\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": It handles more than 15 million customer cases each month, providing timely responses and resolutions. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Profile management\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": The platform manages over 2 billion profiles across all digital channels, ensuring comprehensive customer understanding and engagement. \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🚀 Top features\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"1. Watertight omnichannel support\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"When it comes to Sprinklr, you can rest easy knowing no piece of consumer intelligence slips through the cracks. To ensure every interaction racks in minimal \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-effort-score/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer effort scores\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", you need all your internal tools (like CRM, marketing automation and research tools) to talk to each other. Sprinklr dissolves point-solution chaos to help you deliver consistent \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/omnichannel-customer-experience/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"omnichannel customer experiences\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" to all your customers at every single touchpoint, without fail, each time. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"2. Single-code AI infrastructure\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"3S719lDsLEhL4xItnXnyZG\",\"title\":\"Sprinklr AI-s accuracy improves at every level\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/3S719lDsLEhL4xItnXnyZG/9f73aa47df96911c39da4a61f9fe5fff/Sprinklr_AI-s_accuracy_improves_at_every_level.png\",\"details\":{\"size\":304791,\"image\":{\"width\":1352,\"height\":840}},\"fileName\":\"Sprinklr AI-s accuracy improves at every level.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/platform/ai/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr AI\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" records \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"90% accuracy \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"across its product suites. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"In customer service\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\", Sprinklr AI can autonomously handle most of your customer conversations in natural language, empower agents with Assist features that make their lives easier, automate workforce management and ensure quality control with its cutting-edge capabilities. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"In marketing\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" by refining content strategies and optimizing budgets for better campaign results. It automates content approval to ensure brand consistency. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"In social media,\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" it uses AI to swiftly manage messages, enforce compliance, track brand mentions and spot \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/ugc/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"user-generated content\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" opportunities through logo detection. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr’s AI also delivers real-time, actionable insights with advanced \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Consumer and Brand Intelligence\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\". It eases data flow across teams, ensuring the right information reaches the right people when needed. From social listening to \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-feedback-management/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"managing customer feedback\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", Sprinklr’s AI keeps you informed and ready to act. \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"iFrame\",\"id\":\"5jXRV1vQmBb1r6hIG0f7jE\",\"name\":\"Unified-CXM\",\"iFrameText\":\"\u003ciframe width=\\\"560\\\" height=\\\"315\\\" src=\\\"https://www.youtube.com/embed/Hg6pRd_PxlI?si=kN_6W9IMKKLWYShX?enablejsapi=1\\\" title=\\\"YouTube video player\\\" frameborder=\\\"0\\\" allow=\\\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\\\" referrerpolicy=\\\"strict-origin-when-cross-origin\\\" allowfullscreen\u003e\u003c/iframe\u003e\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer testimonials\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💪 What works best\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“I find it very intuitive. The integration of social networks is often assertive and automatic. It's clear to see how quickly the platform can upload interactions in real time to social networks. It's always comforting to know that the team working with us is trained and concerned about details. They are committed to understanding the particularityof the accounts and how to offer the best customer experience. The tool allows us to innovate in dashboards and management-level views.” \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.g2.com/products/sprinklr-service/reviews/sprinklr-service-review-9707628\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡 What could be better\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"“There is a steep learning curve in the use of the platform, the building and enhancements, and as a team that likes to be hands on and self-sufficient - the upskilling of our SME's internally took much longer than anticipated.” \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.g2.com/products/sprinklr-service/reviews/sprinklr-service-review-9538334\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source \",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Verdict: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Sprinklr’s capabilities are vast and thorough, making it a trusted partner for nine out of 10 global brands, that make up most of Fortune 500. For businesses looking to overhaul their customer experiences that brew chatter in the market, Sprinklr is a very reliable pioneer in the CX space. The only potential downside for some might be the cost. Since deep capabilities are rife with the tool, it may be perceived as a little on the higher end of the price. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Price: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"$$249 (1 seat/month, billed annually). \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/pricing/customer-service/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Check full pricing\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\".\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Free trial:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Sprinklr offers a\",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://lite.sprinklr.com/signup?product=service\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"30-day Free Trial\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"heading-4\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.zendesk.com/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Zendesk\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"4F9W3UXIJI9tssLDfjKsHN\",\"title\":\"CX platform by Zendesk\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/4F9W3UXIJI9tssLDfjKsHN/aaffc15f90f95567f5a5fb846823875c/CX_platform_by_Zendesk.png\",\"details\":{\"size\":387325,\"image\":{\"width\":1200,\"height\":750}},\"fileName\":\"CX platform by Zendesk.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Zendesk is an AI-powered platform designed to optimize customer experience across all touchpoints. It enables rapid setup and seamless scaling, making it adaptable to evolving needs. Zendesk's AI enhances customer interactions by providing real-time insights and automating workflows. It supports personalized service through tools for omnichannel management, from social messaging to email and phone and integrates with over 1,200 apps, all while being easy to implement and adjust. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🚀 Top features\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Omnichannel support to ensure holistic platform coverage \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Ticket and case management for efficient case handling \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Reporting and dashboards to strategically empower teams \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer testimonials\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💪 What works best\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“Zendesk Support is very customizable in every aspect, allowing for unique workflows for different teams across any organization. Easy to train agents how to use and provide a dynamic service environment” \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-9886304\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡 What could be better\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“At times it has been difficult to get a hold of Zendesk support, but this has become less of an issue recently. Sometimes the abundance of features that we don't use can overwhelm us while trying to find specific configurations.” \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-9525811\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Verdict:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Zendesk offers a solid package with smart AI tools, productivity features and over 1,000 integrations to handle all your communication needs. It’s a great choice for managing multiple channels, especially as your business grows. However, keep in mind that adding more features can drive up the cost. Many of our smaller clients find that while Zendesk’s features are fantastic, the bill can get a bit hefty. Users also report losing some basic reporting and live support options from their basic plan, which could be a bit of a letdown. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Pricing: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Basic plan at $55 per agent/month. Offers multiple plans.\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Free trial:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Available for 14 days \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"👉 Check this out: \",\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/compare/sprinklr-vs-zendesk/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Zendesk vs. Sprinklr\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"heading-4\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.intercom.com/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Intercom\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"5EeTStwl8zJ4jZwdDhvE2X\",\"title\":\"CX software by Intercom\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/5EeTStwl8zJ4jZwdDhvE2X/e58edfb8129d18ec5ca56c0cb1e11656/CX_software_by_Intercom.png\",\"details\":{\"size\":507655,\"image\":{\"width\":1200,\"height\":806}},\"fileName\":\"CX software by Intercom.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Intercom’s customer service software offers a range of features designed to enhance the customer experience. It lets businesses set up multilingual help centers, so customers from different regions can self-serve. With tools for managing workloads and assigning tasks, it ensures that issues reach the right agents efficiently. The top-tier plan includes SSO and identity management integrations for secure data access. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🚀 \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Top features\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"AI-first agent assist and copilot to equip live agents with handy assistance \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customizations to fit with your objectives and maintain your brand integrity \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Workflow automation to ensure standardized experience \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer testimonials\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💪 What works best\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“As a product marketer, the ability to pin point specific segments of users to launch a wide variety of messages, pop-ups, chat bubbles, news articles, etc, makes it really easy to reach our customers and provide a consistent and seamless experience for them. Intercom makes it really simple to create a unified in-app and help center experience for our customers.” \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.g2.com/products/intercom/reviews/intercom-review-9853317\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡 What could be better\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“The pay per email sent (for customer engagement emails) pricing could be less expensive. I'd like to see the dark mode across the whole app, rather than only help desk. On rare occasions, there are momentary lapses, but they are quickly sorted out.” \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.g2.com/products/intercom/reviews/intercom-review-9512357\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source \",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Verdict:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Intercom is strong with its advanced automation and a standout AI chatbot that really helps with customer interactions. It makes custom reporting easy and is user-friendly for support teams. However, it’s a bit pricey for smaller businesses or solo operators. Users report wanting a more refined and optimized version for mobile phones — as it’s not as polished as the desktop version. Overall, it’s a solid choice for mid-sized to large companies. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Price: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"$$39 per seat/month \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Free trial:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Available for 14 days \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-4\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.podium.com/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Podium\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"3zDgdMeiudzjDmBKUqMHw8\",\"title\":\"Podium-s platform helps optimize the CX\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/3zDgdMeiudzjDmBKUqMHw8/898f5ed1032f85b163ec3e332a36983c/Podium-s_platform_helps_optimize_the_CX_.png\",\"details\":{\"size\":275602,\"image\":{\"width\":1058,\"height\":1100}},\"fileName\":\"Podium-s platform helps optimize the CX .png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Podium simplifies customer interactions with tools for text marketing, payment handling, review collection, live chat and an integrated agent inbox. With AI-driven responses available around the clock, Podium boosts lead conversion and revenue. Its tiered plans offer everything from basic contact management to advanced features and automation, making it a solid choice for diverse business needs. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🚀 Top features\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Unified inbox to prevent siloed communication \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Self-service for customers to fetch answers independently \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Lead management to drive more targeted conversions \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer testimonials\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💪 What works best\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“I like that we are able to text our clients and have a record of all our conversations without having to worry about them being accidentally deleted. I also like that it provides an instant way to communicate with our clients and syncs with our social media and Google accounts. It was easy to get all of our team members set up and ready to text our clients. I like that our clients are able to text us as well to one central number and our entire team is able to see it and keep track of the conversations. We use it every day.” \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.g2.com/products/podium/reviews/podium-review-8714139\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡 What could be better\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“We felt that the Podium support is a bit slower compared to industry standards. Maybe this was just in our case but sharing my personal experience here.” \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.gartner.com/reviews/market/online-reputation-management-software/vendor/podium/product/podium/review/view/5323762\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Verdict:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Podium brings all your customer communication into one convenient platform, making it easy to handle messaging, reviews and feedback. It's a solid choice for managing experiences with stealth and improving response efficiency. While the initial learning curve is minor, users often report a lack of extensive customization options. All in all, Podium could be great to simplify your customer engagement, though it may be a bit limited for businesses needing deep personalization. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Price: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Starts at $399 per month \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-4\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.qualtrics.com/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Qualtrics\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"5cY9805BPRi8c9X5NCmb41\",\"title\":\"Qualtrics manages digital CX with a unified platform\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/5cY9805BPRi8c9X5NCmb41/78105e34482e71662826387288cba5d5/Qualtrics_manages_digital_CX_with_a_unified_platform.png\",\"details\":{\"size\":168327,\"image\":{\"width\":627,\"height\":470}},\"fileName\":\"Qualtrics manages digital CX with a unified platform.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Qualtrics XM is a tool designed to optimize customer interactions by combining surveys, feedback and data into one platform, giving businesses a clear view of customer experiences. From tracking brand performance to diving deep into user experience, Qualtrics XM helps you respond swiftly to market shifts and fine-tune your strategy with actionable insights. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🚀 Top features\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customizations to align with business goals \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Feedback management to derive consumer insights \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Employee engagement to improve productivity and satisfaction \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer testimonials\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💪 What works best\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“Qualtrics customer experience is a great online survey platform to measure customer experience. Easy to create interactive surveys using the drag-and-drop functionality and can easily be customized in many ways. The large variety of question types and branching logic. The tool also gives feedback to surveys and it's easy to set up NPS dashboards for each department in our organization that enables us to track results very easily.” \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.g2.com/products/qualtrics-customer-experience/reviews/qualtrics-customer-experience-review-8291281\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡What could be better\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“Sometimes the loading takes a very long time, or Qualtrics doesn't save all of the questions I created. It can be difficult to edit things as it seems the site glitches at times.” \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.g2.com/products/qualtrics-customer-experience/reviews/qualtrics-customer-experience-review-8125200\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Verdict:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Qualtrics XM shines with its strong focus on actionable insights and automation, making it easier to respond quickly to customer needs. The diverse survey options and real-time tweaks are a big plus. That said, the dashboards could also use a bit more flair in terms of visualization to compete with tools like Tableau or PowerBI. Navigating help articles can also be tricky and some users say setting up workflows can take longer than expected. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"5BwgZbjVhdxE28NIiN8ryg\",\"title\":\"On the other hand\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"On the other hand, building \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/guided-workflow/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"guided workflows on Sprinklr\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" is a breeze, thanks to its no-code, drag-and-drop interface. You can design them once and seamlessly scale across different communities and languages. Plus, you never have to start from scratch — just tweak existing workflows to suit new needs or languages, saving time and effort. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"143gVkStKMo8mJb3z3M0fB\",\"title\":\"Sprinklr guided workflows\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/143gVkStKMo8mJb3z3M0fB/35f6c1372810d3f91a3da4d5a4f5520b/Sprinklr_guided_workflows.png\",\"details\":{\"size\":420423,\"image\":{\"width\":1384,\"height\":666}},\"fileName\":\"Sprinklr guided workflows.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"refreshCta\",\"id\":\"3vi0mUVZMhbEiLvH1OLq3D\",\"name\":\"GET A FREE DEMO\",\"type\":\"BUTTON\",\"label\":\"GET A FREE DEMO\",\"url\":\"https://www.sprinklr.com/demo-care/\",\"action\":\"NAVIGATE\",\"variant\":\"primary\",\"size\":\"lg\",\"isOpenNewTab\":false}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Price:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Contact sales \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-4\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.freshworks.com/freshdesk/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Freshdesk\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"5cgfPfySvKlv3nTv1IHFxb\",\"title\":\"Freshdesk unifies customer interactions and uses automation to improve the CX\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/5cgfPfySvKlv3nTv1IHFxb/afd94a6225fe457c708b3814083ac627/Freshdesk_unifies_customer_interactions_and_uses_automation_to_improve_the_CX.png\",\"details\":{\"size\":246111,\"image\":{\"width\":1024,\"height\":653}},\"fileName\":\"Freshdesk unifies customer interactions and uses automation to improve the CX.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Freshdesk, by Freshworks Inc. gathers requests from email, web, phone, chat, messaging and social media into a unified ticketing system, making it easy to manage interactions across channels. With smart automation and AI, it streamlines case handling, prioritization and agent support. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🚀 \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Top features\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Omnichannel suite for widespread reach \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Advanced ticketing for sharp case management \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Powerful security management to ensure no data breaches \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer testimonials\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💪 What works best\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“As a daily user, what I appreciate most about Freshdesk is its user-friendly interface, the impressive new AI summarize feature, and the comprehensive integration of tickets, chats, phone, and knowledge base, all in one platform. Additionally, their great support team adds immense value to the overall experience, providing excellent assistance and guidance when needed.” \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.g2.com/products/freshdesk/reviews/freshdesk-review-8849404\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡 What could be better\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“There aren't very many things that I dislike about Freshdesk. If I had to be picky, it would be that they have spam sensors that get tripped up when our users post any kind of URL, and the ticket is basically ignored and messages are thrown in the bit bucket, which is not a great experience for either us or our users. On the other hand, this means that they take security very seriously, so it's difficult to fault them for this. I just wish it was handled a little differently.” \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.g2.com/products/freshdesk/reviews/freshdesk-review-9362356\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Verdict: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Freshdesk is a solid choice for many businesses, offering a user-friendly interface and strong automation features that streamline workflows and reduce manual tasks. However, some users report issues with bugs and service interruptions. Integration with existing systems can be challenging, so checking compatibility is key. While customization options are robust and support is generally responsive, the Help Center can sometimes be outdated. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Price:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Offers a free plan. The most popular is the Pro plan - $48.99/per agent/month - billed annually \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Free trial:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Available for 14 days \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-4\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.hubspot.com/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"HubSpot\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"7IMHWYb4me22oCb8v3TLZF\",\"title\":\"HubSpot-s product range\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/7IMHWYb4me22oCb8v3TLZF/ca6390abafa8583dca694612df4cb72b/HubSpot-s_product_range.png\",\"details\":{\"size\":349875,\"image\":{\"width\":1379,\"height\":717}},\"fileName\":\"HubSpot-s product range.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"HubSpot's Service Hub enhances customer experience with AI-driven tools, offering a unified help desk and robust self-service options. It delivers clear efficiency reports alongside deep insights into customer health, helping teams make informed decisions to improve retention and streamline interactions. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🚀 Top features\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Conversational AI for effective self-service \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Case management and email ticketing \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Access management to avoid unauthorized entries \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer testimonials\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💪 What works best\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“We have a consolidated view of all customer interactions in one context. The chat flows are very helpful for routing tickets to different customer service representatives and allow them to gather all the necessary context to improve operational efficiency by reducing the initial response time.” \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.g2.com/products/hubspot-service-hub/reviews/hubspot-service-hub-review-9816783\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡 What could be better\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“I'm not really sure how automation and reporting tools can be implemented to help us, so I usually leave those pages alone. The tickets hub is great, but the organization can get a little messy and tickets can get buried if there's too many opened ones.” \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.g2.com/products/hubspot-service-hub/reviews/hubspot-service-hub-review-9815320\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Verdict: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"HubSpot Service Hub stands out with its intuitive interface, strong features, and excellent customer support. Its seamless integration with other HubSpot tools helps streamline workflows, enabling effective service delivery. However, occasional disruptions from updates and a somewhat complex interface for customization are notable drawbacks. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Price: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Starts at $15/month/seat for SMEs \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Free trial:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Free version available \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-4\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://birdeye.com/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Birdeye\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"6YmIGeHIHrkq2hfglk8PCf\",\"title\":\"Review and rating dashboard on Birdeye-s CX platform\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/6YmIGeHIHrkq2hfglk8PCf/477874c8a6fbb20e671497709364d25c/Review_and_rating_dashboard_on_Birdeye-s_CX_platform.png\",\"details\":{\"size\":253220,\"image\":{\"width\":855,\"height\":580}},\"fileName\":\"Review and rating dashboard on Birdeye-s CX platform.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Birdeye is a versatile platform designed for both local and multi-location businesses looking to boost their online reputation and manage customer interactions seamlessly. It helps businesses get noticed online with tools for managing reviews, social media and customer communications — all from one place. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🚀 Top features\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Omnichannel customer support to cover all bases \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Historical and instant reporting empowers teams with sharp insights \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Survey management system for real-time feedback gathering \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer testimonials\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💪What works best\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“Birdeye has been an invaluable tool for the consolidation of multiple messaging channels, online profiles and review management. I have seen an increase in the number of reviews we are generating and have saved a lot of time updating office details. The support team are always courteous and helpful and are quick to resolve any issues.” \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.g2.com/products/birdeye/reviews/birdeye-review-9684992\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡What could be better\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“One minor drawback we've encountered is the inability to reply to OpenTable reviews directly through BirdEye. Instead, we are required to log in to our OpenTable account separately to respond to these reviews. While this process adds an extra step, we understand that it's a limitation that may be addressed in future updates.” \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.g2.com/products/birdeye/reviews/birdeye-review-9917372\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Verdict\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Birdeye really helps streamline how you handle social media. Being able to schedule posts for all your accounts in one go from a single calendar is a huge time-saver and cuts down on the hassle. Plus, their customer support team is always on the ball — quick to respond whenever you need help. The platform also offers a ton of integrations, which is great for keeping everything connected. On the downside, there’s no free trial or plan, so you can’t try before you buy, and it’s on the pricier side. If the budget fits, Birdeye could be a solid choice, but it’s worth weighing the cost against the benefits. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Price\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Contact for pricing \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-4\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.gainsight.com/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Gainsight\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"5V4em7pNM9WZZAunV147Xm\",\"title\":\"Gainsight-s UI\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/5V4em7pNM9WZZAunV147Xm/86a55477aa76c263a5ce9999d9d6619d/Gainsight-s_UI.png\",\"details\":{\"size\":652696,\"image\":{\"width\":1200,\"height\":815}},\"fileName\":\"Gainsight-s UI.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Gainsight offers a solid platform tailored to improve \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-experience-management/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer experience management\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\". Its Gainsight CS tool provides a comprehensive view of your customers, making it easier to boost product adoption, reduce churn and build customer communities. Top companies widely use it for its ability to deliver real-time insights into customer behaviors and sentiments. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🚀 Top features\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Unified profiles for a 360-degree view of the customer \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer health scorecards for pre-emptive detection of potential churn \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Robust security for high data privacy and protection \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer testimonials\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💪 What works best\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“Using Gainsight is my team's source of truth. Not only am I able to keep track of our customer base and key metrics, but I am able to hold myself to account with the tool. I like how customizable the platform is, and I am able to see what I need when starting off my workday.” \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.g2.com/products/gainsight-customer-success/reviews/gainsight-customer-success-review-9135570\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡 What could be better\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“Gainsight has come a long way with their user interface but there are still some admin features that are click heavy and some error messages that aren't informative enough, requiring an admin to contact Gainsight support.” \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.g2.com/products/gainsight-customer-success/reviews/gainsight-customer-success-review-9755452\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Verdict\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Gainsight does a great job at letting you customize how you manage customer data. It turns into a real powerhouse for your team, giving you all the customer insights you need right at your fingertips. This makes things way more efficient for managers who don’t have to chase down details anymore. On the flip side, Gainsight can be a bit tricky to get the hang of. Finding the right settings and understanding some of the complex processes can be a head-scratcher. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Price\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Contact Gainsight \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-4\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.microsoft.com/en-us/dynamics-365\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Microsoft Dynamics 365\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"4y83Yr5uzT1tIw9uFsKkBC\",\"title\":\"Microsoft dynamics 365 UI\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/4y83Yr5uzT1tIw9uFsKkBC/b9b8ad9fd9e3611390c0db74c3e60958/Microsoft_dynamics_365_UI.png\",\"details\":{\"size\":413881,\"image\":{\"width\":1200,\"height\":800}},\"fileName\":\"Microsoft dynamics 365 UI.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Microsoft Dynamics 365 Business Central brings customer experience to the forefront for small to medium-sized businesses. It integrates customer interactions across finance, sales, service and operations into one easy-to-use platform, making it simpler to deliver great service and make precise, data-driven decisions. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🚀 Top features\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Workflow automation for standardized service delivery \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"User, role and access management for conditional information relay \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Robust security backed by Microsoft Cloud \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer testimonials\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💪 What works best\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“I like how it easily connects with other Microsoft tools like Office 365, making it super convenient. It has everything you need for managing finances, operations, sales, and customer service in one place. Plus, it’s user-friendly and can be customized to fit your business perfectly. Being cloud-based, it’s accessible from anywhere and can grow with your business.” \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.g2.com/products/microsoft-microsoft-dynamics-365-business-central/reviews/microsoft-dynamics-365-business-central-review-9864213\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡 What could be better\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"“Microsoft Dynamics 365 Business Central becomes a bit advanced platform for some users, especially when connecting additional applications to expand the workflow, and they might need to spend more time on product training.” \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.g2.com/products/microsoft-microsoft-dynamics-365-business-central/reviews/microsoft-dynamics-365-business-central-review-9422319\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Price\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Plans start at $70.00/user/month \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Free trial: Available for 30 days \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"How to choose the right customer experience too\",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"l\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Many businesses end up with a jumble of different tools — one for marketing, another for support and yet another for analytics. While this piecemeal approach seems like a quick fix, it often results in fragmented data and inconsistent experiences. To avoid these pitfalls and make the most of your CX tool, consider these key factors: \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"1. Consider data integration\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"The whole point of using customer experience software is for you to marry all your interactions to paint a cohesive picture of the experiences you deliver. That can only happen when it integrates with all your tech stack seamlessly. Consider the following factors: \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"API support\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Does the tool provide comprehensive APIs for seamless integrations? Evaluate the API documentation for details on endpoints, data formats and authentication methods to ensure compatibility and ease of connection. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Pre-built connectors\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Look for pre-built connectors that facilitate integration with widely used platforms (that you might be too.) These connectors simplify integration and accelerate deployment, handling much of the setup for you. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Custom integration:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" See if the tool allows for custom integration if you’re using unique or proprietary systems. This includes options for webhooks and the ability to configure custom data fields to fit your specific needs. \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"2. Prioritize customizable interfaces\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Real flexibility in a customer experience tool comes from the freedom for you to mold and analyze your interactions that best suit your style. And so, the ideal software should let you customize it to best help your teams consume insights. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Dashboard customization\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Ensure you can tailor dashboards to display relevant data for different roles, with options to create and arrange widgets. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Role-based access\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Check for role-based access controls to limit user views and actions based on their role, streamlining workflows and protecting sensitive data. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Drag-and-drop functionality\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Look for easy drag-and-drop features to rearrange elements or set up new views without needing technical expertise. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Responsive design\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Verify that the interface adapts to various devices and screen sizes for a consistent experience across desktops, tablets and mobile phones. \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"4WDNYEbqCVJFSnzAJMum6m\",\"title\":\"Did you know\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Did you know?\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr lets you create tailored dashboards effortlessly with a vast library of over 5,000 metrics. You can customize every detail, from selecting colors and arranging layouts to adding labels and annotations, ensuring the dashboard perfectly reflects your specific requirements and preferences! \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Want to see the bright colors come to life for your metrics too? Simply hop over and take your free trial today. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"7vS0GGeyIJxQprhDpLib62\",\"title\":\"Sprinklr-s unified analytics nd reporting dashboard\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/7vS0GGeyIJxQprhDpLib62/868f0e8049b89f4d8e9fab211128d882/Sprinklr-s_unified_analytics_nd_reporting_dashboard.png\",\"details\":{\"size\":941410,\"image\":{\"width\":1599,\"height\":900}},\"fileName\":\"Sprinklr-s unified analytics nd reporting dashboard.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"76AWFpD8jdGepttL0rJ8ZO\",\"name\":\"START MY FREE TRIAL\",\"type\":\"BUTTON\",\"text\":\"START MY FREE TRIAL\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://lite.sprinklr.com/signup?product=service\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"3. Focus on security and compliance\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"There’s simply no two ways about this. Security is crucial to everyone and so your CX tool needs to be responsible and compliant with international standards like GDPR and CCPA. Moreover, it’s best you also check for the following to ensure \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-security/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer service security\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\". \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Data encryption\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Confirm that the tool encrypts data both in transit and at rest to protect sensitive information. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Consent management\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Look for features that manage user consent, including options for users to opt in or out, and keep records of consent history. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Regulatory reporting\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Ensure the tool provides built-in capabilities for generating compliance reports, including data access logs, audit trails and breach notifications. \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"6DbuHPKCT80RswuOSo1epA\",\"title\":\"Sprinklr’s Trust Center\",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"If there’s a security framework of need, Sprinklr complies with it. Whether it’s the platform’s security or response needed in times of crisis, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/trust/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Sprinklr’s Trust Center\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" ensures you’re ever ready to combat any mishaps with stealth and precision. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"4. Compare Total Cost of Ownership (TCO)\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"When selecting a CX tool, it's crucial to verify its financial impact and ongoing costs. Ensure the tool offers a clear return on investment and is cost-effective throughout its lifecycle. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Third-party validation\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Find independent studies or industry reports showing the tool’s ROI. Look for customer case studies detailing actual benefits and results.\",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"👉Read More:\",\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[{\"type\":\"italic\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/stories/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr’s Success Stories with Global Brands\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Cost breakdown\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Review all costs involved, including initial purchase, setup and ongoing fees. Ensure you know all expenses to avoid surprises. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Maintenance and support cost\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Check the fees for maintaining and supporting the tool. Choose one with low costs and good support to keep expenses manageable. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Training and onboarding cost\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Consider the costs for \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/contact-center-training/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"contact center training\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" and getting your team started. Opt for tools that offer good training resources to reduce additional expenses. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Upgrade and licensing fees\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Understand the costs for upgrades and licensing. Choose a tool with clear, reasonable policies for updates and fees. \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"4 use cases of customer experience software \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Finding the right customer experience software is nothing short of hitting the jackpot. Simply because of just how easily one puts your customer engagement on auto-pilot so you can intervene when you absolutely need to. A good customer experience platform should be powered with state-of-the-art AI to help you with the following use cases. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"1. Support ticket triage\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"A CX tool is equipped with \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/conversational-ai/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"conversational AI\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" that can resolve a good chunk of your queries on its own. But if it isn’t able to, it can categorize and prioritize incoming cases based on urgency and subject, directing them to the appropriate support channels or team members, along with all the gathered context and case histories. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"2. Proactive social engagement\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"CX platforms empower you with \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/social-listening/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"social listening\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", using which you can monitor the digital space for specific keywords and sentiments related to your brand. It can filter engageable from non-engageable messages, deflect them to your agents and even alert them in case of potential PR crises, keeping your brand perception positive and proactive. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"3. Customer journey optimization\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"CX tools help visualize and analyze the entire customer journey, identifying bottlenecks or drop-off points. They can help you track every step a customer takes, from browsing to buying, spotting any bumps along the way. Fixing these friction points not only makes the journey smoother but also increases the chances they’ll hit “buy” and come back happy for more. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"👉 Read More: \",\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-experience-map/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"How to Map Your Customer Experience Journey\",\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"4. Deep insights\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer experience tools use analytics to turn data into a goldmine of insights that help you get ahead. Here’s a breakdown of use cases it helps with. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Issue prediction\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": CX platforms can analyze structured data like service conversations and unstructured data like tweets and online mentions to predict consumer behavior, insights from which can help you proactively deliver great experiences. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Product gap identification:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Ever wonder where your product might be missing the mark? Analytics pinpoint exact spots where customers struggle or drop off, giving your product team clear directions for enhancements or new features. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Targeted campaigns:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Analytics dive deep into customer behaviors and preferences, giving you the scoop on what works. This means you can craft marketing campaigns that do more than just show up — they genuinely connect and strike a chord with your audience. \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"1vJW7adN1BrV813BkGwTdp\",\"title\":\"Sprinklr Reporting and Analytics\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"With \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/analytics-and-reporting/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr Reporting and Analytics\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", you can map your end-to-end customer journey and monitor, respond to, or mitigate critical events in real time. You can even monitor conversations happening in real-time across 30+ channels, analyze your team’s performance, identify skill issues and coach your teams with targeted insights. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Book a demo to see this in action for your business today. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"6k8MunkAWwPiPxdyOD4WND\",\"title\":\"Sprinklr generates deep analytics data spanning the entire customer journey\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/6k8MunkAWwPiPxdyOD4WND/a6c1068dcc5212462e5115c42b709977/Sprinklr_generates_deep_analytics_data_spanning_the_entire_customer_journey__.png\",\"details\":{\"size\":569846,\"image\":{\"width\":1600,\"height\":1000}},\"fileName\":\"Sprinklr generates deep analytics data spanning the entire customer journey .png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"5rvbhDso5AMJGEDyRtVB6C\",\"name\":\"Get a Demo of Sprinklr today\",\"type\":\"BUTTON\",\"text\":\"Get a Demo of Sprinklr today\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://www.sprinklr.com/demo-care/\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"2024 trends for customer experience platforms \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer experiences have made major strides in the past year or so, all owing to changing expectations and market conditions. Here are a few trends for CX tools to watch out for in 2024. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"1. Mobile accessibility front and center\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Everyone’s glued to their phones, right? CX platforms are catching up fast, optimizing everything for mobile. This means smoother transitions, interfaces that are a breeze to navigate and features that make sense for on-the-go users. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"2. Generative AI takes the wheel\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"This year, AI isn’t just answering questions anymore, it’s making big waves in CX. Generative AI today can craft personalized emails, optimize responses' tone and relevancy, offer tailored discounts and even predict customer needs before they arise. Imagine a system that knows your customer is likely to buy more ink when their printer’s running low and shoots them a coupon just in time. That’s the power of generative AI in action. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"5dbXYFwsSnKZq6XyxIiXUF\",\"title\":\"Sprinklr AI+\",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/platform/ai-plus/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Sprinklr AI+\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" is powered by OpenAI’s ChatGPT and Microsoft’s Vertex to bring you to the finest genAI-powered CX assistant that not only empowers your frontline soldiers but also your precious customers with an ultra-smooth, low-friction experience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"5WwjBffeQbFdrcdgGAL22N\",\"name\":\"Book a demo of Sprinklr AI+\",\"type\":\"BUTTON\",\"text\":\"Book a demo of Sprinklr AI+\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://www.sprinklr.com/demo-platform/\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"3. Remote support gets a boost\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"With more folks working from their couches, remote support is stepping up. CX tools now help you set up your \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/cloud-contact-center/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"cloud contact center\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" so your \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/intelligent-virtual-agent/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"intelligent virtual agents\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" and live agents can work in tandem to engage with and help users remotely via text, audio, or video. Moreover, CX platforms are even simplifying \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/remote-workforce-management/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"remote workforce management\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" to ensure globally distributed teams are on their A-game, all the while helping you save on operational and infrastructure costs. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"As we explore the latest CX trends for 2024, there's a need to bridge the gap between what businesses perceive and what customers actually experience. Our ebook delves into these discrepancies and walks you through the precise way you can use AI and automation to bring your experiences at par with what your customers expect. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"410pEA2zUuBByXmaHTT2Js\",\"name\":\"GET YOUR CX TRENDS EBOOK NOW \",\"type\":\"BUTTON\",\"text\":\"GET YOUR CX TRENDS E-BOOK NOW \",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://www.sprinklr.com/resources/bridge-cx-gaps-using-ai-and-automation/\",\"external\":false,\"bottomMargin\":\"LARGE\",\"isOpenNewTab\":true}},\"content\":[]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"templateAccordion\",\"id\":\"IpdRiZVrfBQiXW99tbgAP\",\"name\":\"FAQs\",\"accordionRows\":[{\"contentType\":\"accordionRow\",\"id\":\"1VN1PJpf3bcWKUgStlnsYq\",\"name\":\"Can customer experience software integrate with other business tools? \",\"title\":\"Can customer experience software integrate with other business tools? \",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Yes, customer experience software typically integrates with CRM systems, marketing automation tools and data analytics platforms via APIs to streamline workflows and consolidate data. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"LgROuS14Vr09JXvXP2T1K\",\"name\":\"What are the common challenges in implementing customer experience software? \",\"title\":\"What are the common challenges in implementing customer experience software? \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Typically, you might face challenges like getting all your teams on the same page, ensuring high-quality data, integrating the software with existing systems and training employees to make the most of the tools. \",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":false},{\"contentType\":\"accordionRow\",\"id\":\"1Wc6Ub6knCCsrCc0qbWo7e\",\"name\":\"How do customer experience platforms use AI? \",\"title\":\"How do customer experience platforms use AI? \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"AI in these platforms does some heavy lifting — it can automate quick responses, tailor interactions based on customer history, sift through data to find patterns and predict future customer needs to improve their journey. \",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"6JjJGsF9EJF5Yk86QaRgIZ\",\"name\":\"How can customer experience software help in retaining customers? \",\"title\":\"How can customer experience software help in retaining customers? \",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"By making every interaction count. CX software personalizes experiences, provides timely solutions and proactively fixes problems, increasing \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-satisfaction/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer satisfaction\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and encouraging long-term loyalty. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"25NZAaM83uJmjFwpRk6iMK\",\"name\":\"What features should I look for in a customer experience platform? \",\"title\":\"What features should I look for in a customer experience platform? \",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"When scouting for a customer experience platform, here are some key features to consider: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Omnichannel Support \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"AI engine \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Real-Time Analytics \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customer Feedback Tools \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Robust Integration Capabilities \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Security and compliance \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"isIndexable\":false}],\"startOpen\":false,\"accordionDisplayStyle\":\"CLEAN\",\"noContainerLeftRightPadding\":true,\"bottomMargin\":\"SMALL\",\"topMargin\":\"SMALL\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"thumbnailImage\":{\"id\":\"7JuR5HCcb73p3RwnJwXH6Z\",\"title\":\"Customer experience software featured\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/7JuR5HCcb73p3RwnJwXH6Z/b015448839e5d2828e7fdb68c10dfdb1/customer_experience_software_featured.jpg\",\"details\":{\"size\":1369568,\"image\":{\"width\":6000,\"height\":4000}},\"fileName\":\"customer experience software featured.jpg\",\"contentType\":\"image/jpeg\"}},\"slug\":\"/blog/customer-experience-software/\"},{\"id\":\"7rP36Zxnpbut8RPwZUaZNS\",\"title\":\"How to Calculate Churn Rate [+ 7 Tips to Reduce it] \",\"category\":\"Customer Service\",\"authors\":[{\"contentType\":\"blogAuthorPage\",\"id\":\"140mUbUKJvo7brzU6hhqpe\",\"authorName\":\" Jayadeep Subhashis\",\"metadata\":{\"contentType\":\"metadata\",\"id\":\"4HtFY4yY4lJTr0ryQnl5TM\",\"seoTitle\":\"Jayadeep Subhashis\",\"seoDescription\":\"Get the latest articles and insights from Jayadeep Subhashis. Stay updated with trends and practical advice.\",\"internalLinkLabel\":\"Jayadeep Subhashis\"},\"person\":{\"contentType\":\"person\",\"id\":\"52Cq6EMSm9lrw6syZiwcav\",\"entryTitle\":\"Jayadeep Subhashis\",\"name\":\"Jayadeep Subhashis\",\"title\":\"Senior Content Specialist\",\"companyDivision\":\"Sprinklr\",\"image\":{\"id\":\"sAfZXcgx9PYudmZjm7RNw\",\"title\":\"Jayadeep\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/sAfZXcgx9PYudmZjm7RNw/27b08ef6077b10270baea4389fdc6569/Jaydeep.png\",\"details\":{\"size\":3916019,\"image\":{\"width\":1737,\"height\":1737}},\"fileName\":\"Jaydeep.png\",\"contentType\":\"image/png\"}},\"type\":\"BLOG_AUTHOR\",\"bio\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"With more than a decade of content marketing experience, Jayadeep is a senior B2B content creator and editor skilled in concise and elaborate storytelling. When he is not engaged in weaving compelling stories for Sprinklr, you will find him conversing with his dad about world history, music, movies, and books (mostly fiction). An avid traveler, Jayadeep meticulously plans the extended weekends ahead of time, ensuring his camera gear is ready to capture the safari adventures. He spends hours observing wildlife behavior, cut off from the internet, which, according to him, is a liberating experience.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"slug\":\"jayadeep-subhashis\"},\"personalization\":\"Lazy\"},{\"contentType\":\"blogAuthorPage\",\"id\":\"4UR87KBJi0Dt7Rtcr4F9U7\",\"authorName\":\"Subhjeet Vimal\",\"metadata\":{\"contentType\":\"metadata\",\"id\":\"1X4M6zJREBKFAPAdcWgAmh\",\"seoTitle\":\"Subhjeet Vimal\",\"seoDescription\":\"Get the latest articles and insights from Subhjeet Vimal. Stay updated with trends and practical advice.\",\"internalLinkLabel\":\"Subhjeet Vimal\",\"shouldAppendSuffix\":true},\"person\":{\"contentType\":\"person\",\"id\":\"2duzS1hwfZLHwFdhPuEYL6\",\"entryTitle\":\"Subhjeet Vimal\",\"name\":\"Subhjeet Vimal\",\"title\":\"Guest contributor\",\"companyDivision\":\"Freelancer\",\"type\":\"BLOG_AUTHOR\",\"bio\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Subhjeet Vimal is a tech and finance enthusiast who loves to write about anything and everything under the Sun. He has over 10 years of experience in content writing, market analysis and knowledge management.\",\"marks\":[],\"data\":{}}]}]},\"slug\":\"subhjeet-vimal\"},\"personalization\":\"Lazy\"}],\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Today, retaining customers is as crucial as acquiring new ones. The churn rate, which measures the percentage of customers who stop using your product or service over a given period, has become a vital indicator of a company’s overall health and long-term sustainability. Understanding how to calculate and reduce churn is key to thriving in a competitive market. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Take the mobile app industry as an example. A popular productivity app may draw thousands of downloads, but the churn rate quickly escalates if users drop off after a few weeks due to poor user experience or a lack of timely updates. To counter this, app developers often release new features, fix bugs and keep users engaged through personalized notifications. In fact, \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-experience-statistics/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"studies\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" have shown that improving customer experience can reduce churn by up to 15% and boost win rates by nearly 40%. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Though the concept of churn rate seems straightforward, both calculating it and taking steps to reduce it involve several moving parts. In this guide, we’ll break down how to calculate churn rate and share seven actionable strategies to help you minimize it — so you can keep your customers happy and your business growing. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"What is a customer churn rate? \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer churn rate is the percentage of customers a business loses over a specific period. It is calculated by dividing the number of customers a business loses (in a time frame) by the number of customers it started with (in the same time frame). \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"1RVUffmQjbRekG35NPvYni\",\"title\":\"Churn Rate\",\"expression\":\"\\\\text{Churn Rate}=\\\\frac{\\\\text{No. of Lost Customers}}{\\\\text{Total No. of Customers at Start of Period}}\\\\times 100\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Example:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Let's assume you started a quarter with 100 customers and at the end of the quarter, you have 90. This means that you lost 10 customers during the time frame. Your churn rate for the quarter would be (10/100) x 100 = 10% \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"A churn rate of 10% means you lost 10% of your customer base within that quarter. While that might seem small, consistently losing customers can add up quickly, affecting your bottom line and growth potential. That’s why keeping a close eye on \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-churn/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer churn\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" is essential for long-term success. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer churn in B2B vs. B2C \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer churn looks different in B2C and B2B. This is mainly due to differences in customer behavior and relationship dynamics. The table below outlines key distinctions: \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"table\",\"data\":{},\"content\":[{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-header-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Aspect\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-header-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer churn in B2B\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-header-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer churn in B2C\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Churn rate\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Lower churn rates due to long-term contracts and relationships \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Higher churn rates as customers can switch easily \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Decision making\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Involves multiple stakeholders, making churn less frequent but impactful \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Quick decision-making by individuals leads to higher churn \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Causes of churn\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Unmet service expectations, changes in business needs \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Price sensitivity, product dissatisfaction or competitive offers \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Retention focus\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Personalized service and deep \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-engagement/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer engagement\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Rewards programs, personalized offers and customer experience \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Emotional factors\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Less reliant on emotional factors, more on value and service \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Brand loyalty and emotional connection play significant roles \",\"marks\":[],\"data\":{}}]}]}]}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer churn rate vs. Revenue churn rate \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"While customer churn rate tells you how many customers you’ve lost, revenue churn rate — often linked to monthly recurring revenue (MRR) — shows the financial impact of that loss. Revenue churn measures how much revenue is lost due to customer churn or subscription downgrades. This metric is especially useful in subscription-based models where not all customers contribute equally to revenue. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Here is a simple formula: \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"5wFxKVrpiFuOnj1eRzZ094\",\"title\":\"Revenue churn\",\"expression\":\"\\\\text{Revenue churn}=\\\\frac{\\\\text{Revenue churned during a period}}{\\\\text{Revenue at the beginning of the period}}\\\\times 100\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Example:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Suppose you have a subscription business of 100 customers. 90 customers (Pool A) pay a $1 subscription fee and 10 customers (Pool B) pay a $100 subscription fee. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Your MRR is (90x1) + (10x100) = $1090 \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Now, \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"consider the below scenarios: \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"1️⃣ \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"You lose 10 customers from Pool A\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"In this case, the customer churn rate would be 10% and the revenue churn rate would be 0.91%. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Let us see how: \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer churn rate = (10/100) x 100 = 10% \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Revenue churn rate = (10/1090) x 100 ≈ 0.917% \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\" 2️⃣ \",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"You lose 1 customer from Pool B\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"In this case, the customer churn rate would be 1% and the revenue churn rate would be 9.17%. Let's see how. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer churn rate = (1/100) x 100 = 1% \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Revenue churn rate = (100/1090) x 100 = 9.17% \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Here, a 1% customer churn results in a significant revenue impact (9.17%) because you lost a high-value customer. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"The key advantage of tracking revenue churn is that it gives you deeper insight into how churn affects your bottom line, especially across different \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-segmentation/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer segments\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\". High-value customers typically have a larger impact on revenue, even if the customer churn rate seems small. Understanding both metrics together helps you prioritize efforts to retain customers who matter most. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Importance of tracking customer churn rate \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"It is more cost-effective to retain existing customers than to acquire new ones. For instance, acquisition costs are \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.forbes.com/councils/forbesbusinesscouncil/2022/12/12/customer-retention-versus-customer-acquisition/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"4 to 5\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" times higher in the SaaS industry than retention costs. So, to maintain business health, you must proactively track customer churn rates. Here are a few key reasons why monitoring churn is crucial: \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"1. Gauge customer sentiment\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Tracking customer churn provides valuable insights into customer behavior and satisfaction with your product or service. You can identify patterns and better understand \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-sentiment/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer sentiment\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" by analyzing churn data. Tools like cohort analysis, which groups customers by segments, demographics, or other shared characteristics, can offer deeper insights into why certain customers churn. With this information, you can create targeted \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-retention-strategies/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer retention strategies\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" to address the root causes of churn. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"2. Refine product and service offerings\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Consistent churn tracking can help you pinpoint quality or service issues that may be driving customers away. When combined with \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/customer-service-glossary/customer-feedback/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer feedback\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", churn data offers a comprehensive view of where your product or service may fall short. This allows you to make targeted improvements, ensuring you meet or exceed customer expectations — ultimately reducing churn. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"3. Gain competitive advantage\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"When your customers churn, they may be moving to a competitor. By actively monitoring churn, you can mitigate the risk of losing customers to rival companies. Additionally, staying informed about your competitors' products, pricing and marketing strategies helps you anticipate potential churn triggers and respond with proactive retention measures. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"How to calculate different types of churn rates? \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"1. The simple method \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Formula\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"48vY0EDtT0FQ9sfccSGh87\",\"title\":\"The simple method\",\"expression\":\"\\\\text{Simple Method}=\\\\frac{\\\\text{Churned customers}}{\\\\text{Total no. of customers at the start of period}}\\\\times 100\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Example: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"If the customers at the start of the month are 1000 and the churned customers are 50, the churn rate is (50/1000) x 100 = 5%. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Why it works: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"This method is quick and easy to calculate, making it ideal for comparing churn rates month-over-month. It’s especially suitable for companies whose customer base remains relatively stable over time. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Limitations: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"The simple method doesn’t account for customer growth or fluctuations during the period, making it less precise. For example, if you acquired many new customers during the month, this calculation wouldn’t reflect that growth — giving you an incomplete picture. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"For instance: \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"table\",\"data\":{},\"content\":[{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-header-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Parameters\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-header-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"January\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-header-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"February\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customers at start\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"1000 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"1200 \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customers lost\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"50 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"60 \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Churn rate\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"5% \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"5% \",\"marks\":[],\"data\":{}}]}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"The churn rate here remains unchanged for both months; however, the business lost more customers in February. Situations like these make this method unreliable. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"2. The adjusted method \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"The adjusted churn rate considers values at the start and end of the period, considering new customers gained during the period. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Formula\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"49MdbMpFF7QDx5tjHG5xyD\",\"title\":\"The adjusted method \",\"expression\":\"\\\\text{Adjusted Method}=\\\\frac{\\\\text{No. of customers lost during a period}}{\\\\text{Average no. of customers during the period}}\\\\times 100\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Example: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"table\",\"data\":{},\"content\":[{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-header-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Parameters\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-header-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"January\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-header-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"February\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customers at start\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"1000 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"1200 \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customers at end\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"950 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"1150 \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customers Lost\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"50 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"50 \",\"marks\":[],\"data\":{}}]}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Calculation:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"f5jGrWg0yyUzlw4Nd6SiD\",\"title\":\"Average number of customers during the period\",\"expression\":\"\\\\text{Avg no. of customers}=\\\\frac{\\\\text{(Customers at the start + Customers at the end)}}{\\\\text{2}}\"}},\"content\":[]},{\"nodeType\":\"table\",\"data\":{},\"content\":[{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-header-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Parameters\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-header-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"January\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-header-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"February\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Average number of customers\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"(1000+950)/2 = 975 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"(1200+1150)/2 = 1175 \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Adjusted churn rate (decimal)\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"(50/975) = 0.05128 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"(50/1175) = 0.0425 \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Churn rate (%)\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"5.128% \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"4.25% \",\"marks\":[],\"data\":{}}]}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Why it works:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" This method gives a more nuanced and accurate view of the churn rate than the simple method. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Limitations:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" It does not consider the fluctuations in customer numbers during the period. This can hinder businesses with seasonal fluctuations or where \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-retention/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer retention\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" and acquisition strategies frequently change. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"3. Predictive churn rate method\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"The predictive churn rate method uses historical data to forecast future churn trends, leveraging advanced analytics and machine learning. This approach enables you to anticipate customer attrition before it happens, allowing for proactive interventions. There are two key steps involved: \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"1. Data collection:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Gather historical data on customer behavior, usage patterns, \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/help/articles/customer-satisfaction-analysis/what-is-csat-and-how-is-it-scored/65a8f025d39ae90f84200c38\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer satisfaction (CSAT) scores\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" and other relevant metrics. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"2. Build predictive models:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Utilize advanced analytical techniques and machine learning algorithms to build models that detect patterns in customer behavior. These models can help identify at-risk customers and calculate projected churn rates. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Example:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"A predictive model may identify that customers with low engagement levels and CSAT scores are likely to churn. Based on this data, the model might predict a 10% churn rate within that specific customer segment. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Why it works: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"Predictive churn models allow you to take preventive action by forecasting which customers will likely leave. This makes your business better equipped to handle potential churn crises before they occur. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Limitations: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\"This method relies heavily on the availability of historical data, which may not always be comprehensive or up-to-date. Additionally, past trends don’t always accurately reflect future market conditions, making continually refining predictive models important. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"4. Shopify method \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"In the Shopify method, customer churn is calculated by dividing the number of customers churned by the average customer count for each day of the month. This method offers a more accurate churn rate than the start and end customer numbers. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Formula\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"2ZOZYuamTN65V9epbCv37B\",\"title\":\" Shopify method\",\"expression\":\"\\\\text{ Shopify method}=\\\\frac{\\\\text{(No. of customers lost)}}{\\\\text{Average no. of customers}}\\\\times 100\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Note\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Average no. of customers = (Sum of customers for each day in the period/No. of days in the period) \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Step-by-step calculation\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"ordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Calculate the total number of customers who churned in a given period. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Record the customer count for each day during the period. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Compute the average number of customers over the period. \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Divide the number of churned customers by the average number for that period. \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Example\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"ordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Churned customers\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" = 115 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Number of days in a month\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" = 30 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Daily customer count\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" (shared in the table below): \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table\",\"data\":{},\"content\":[{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 1 \\n980 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 2 \\n985 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 3 \\n990 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 4 \\n995 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 5 \\n1000 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 6 \\n975 \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 7 \\n985 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 8 \\n980 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 9 \\n975 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 10 \\n965 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 11 \\n970 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 12 \\n960 \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 13 \\n950 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 14 \\n945 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 15 \\n940 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 16 \\n935 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 17 \\n930 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 18 \\n925 \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 19 \\n920\",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 20 \\n910 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 21 \\n905\",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 22 \\n900 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 23 \\n895 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 24 \\n890 \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 25 \\n885 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 26 \\n880 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 27 \\n875 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 28 \\n870 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 29 \\n900 \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Day 30 \\n865 \",\"marks\":[],\"data\":{}}]}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Step 1\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Calculate the sum of daily customers. \\nSummation = 980 + 985 + ... + 865 = 28,080 \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Step 2\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Find the average number of customers for the month. \\nAverage customers = Sum of daily customers / Number of days = 28,080 / 30 = 936 \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Step 3\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Apply the churn rate formula. \\nChurn rate = (115 / 936) * 100 ≈ 12.28% \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Why it works\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": More accurate than simpler methods, as it accounts for daily customer fluctuations. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Limitations:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Slightly more complex to compute, requiring daily customer counts. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"templateInlineShowcaseCta\",\"id\":\"5sysz0mqcqruXeMKkvAS43\",\"contentEntryTitle\":\"Want to keep customers coming back for more? \",\"headline\":\"Want to keep customers coming back for more? \",\"subHeadline\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Get a comprehensive guide on Customer Retention Management, with actionable tips to strengthen customer connections! \",\"marks\":[],\"data\":{}}]}]},\"cta\":{\"contentType\":\"cta\",\"id\":\"RyR7zhFXA29urR4kobMGh\",\"name\":\"READ BLOG 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header\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/1NkQtOVBqZESGlS9LGmzLA/dfa4ddbc1090a73b62f3e23c505c5a5a/20211102_CXC_Blog_CustomerResponseTime_header.png\",\"details\":{\"size\":5098891,\"image\":{\"width\":4001,\"height\":2084}},\"fileName\":\"20211102_CXC_Blog_CustomerResponseTime_header.png\",\"contentType\":\"image/png\"}},\"isFullWidthVideo\":false,\"isAutoplay\":false},\"desktopTextPosition\":\"RIGHT\",\"topMargin\":\"NONE\",\"bottomMargin\":\"NONE\",\"isFullWidthComponent\":false,\"hasRoundedCorners\":false,\"hasDropShadow\":false}},\"content\":[]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Average churn rate for industries \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Knowing the average churn rate for your industry is important. It allows you to compare your customer retention efforts against competitors, refine your strategies and provide investors with crucial insights into your business's growth and health. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Not just that, understanding industry churn rates is essential for businesses for several reasons: \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"📈Benchmarking performance\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Compare your churn rate to industry standards to set improvement goals. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🚩Identify red flags:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" A higher churn rate than your industry average may indicate an issue with your product or service. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🔭 Discover new opportunities:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" High churn in your industry might mean an opportunity to improve customer retention and differentiate yourself. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🧮 Strategic planning:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Use industry averages to set practical targets for churn reduction and guide decisions on marketing customer service and product development. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💵 Investor relations and growth metrics:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Stakeholders will assess your business health by comparing your churn rate with the industry average. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"↪️ Manage risks\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": Understand your industry's stability and market dynamics and plan your customer retention strategies accordingly. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.paddle.com/blog/saas-churn-rate#typical-churn-rate\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Paddle\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" reports that in the SaaS sector, the average churn rate is approximately 5%, with a churn rate of 3% or lower deemed \\\"good.\\\" However, this can vary significantly between different businesses and industries, meaning there isn't a one-size-fits-all \\\"average\\\" churn rate. The following table outlines the average churn rates across various industries. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"table\",\"data\":{},\"content\":[{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-header-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Industries\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-header-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Churn rate\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Financial/Credit \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"25% \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Cable \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"25% \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"General retail \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"24% \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Online retail \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"22% \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Telecom/Wireless \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"21% \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Travel \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"18% \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"table-row\",\"data\":{},\"content\":[{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Big box electronics \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"table-cell\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"11% \",\"marks\":[],\"data\":{}}]}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.statista.com/statistics/816735/customer-churn-rate-by-industry-us/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Source\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-2\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"7 Tips to reduce churn rate \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"1. Understand and analyze customer feedback\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Analyzing customer feedback data is one of the most powerful tools for reducing churn and boosting customer satisfaction. By systematically collecting and reviewing feedback through channels like surveys, social media, reviews and direct \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-interaction/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer interactions\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", you can gain valuable insights into what customers love and where they experience friction. This helps identify pain points and uncovers emerging trends and unmet needs. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"When you act on this feedback, whether it’s resolving issues or improving services, you send a clear message to your customers that you’re listening and willing to evolve. This responsiveness fosters customer loyalty, strengthens relationships and positions your brand as \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/customer-service-glossary/customer-centric/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer-centric\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\"—key factors in reducing churn, especially in competitive industries. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"1aJjjkw77u4j6IXtQthHND\",\"title\":\"Good to know \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"😊 Good to know\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Advanced survey software, powered by Generative AI and verticalized AI models, offers more than just basic surveys. It provides fully automated, actionable insights with clear explanations of customer behavior drivers. These tools are proactive in detecting emerging trends and unknown customer experience drivers, helping you to stay ahead of potential churn with minimal setup. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Moreover, these platforms give you a comprehensive 360° view of customer feedback by combining survey responses with data from social media, review sites and service interactions. By comparing survey results with other feedback sources, you can validate insights quickly and accurately, empowering you to make more informed decisions to reduce churn and \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/building-customer-loyalty/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"enhance customer loyalty\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\". \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"2FsWnOeTdeP2GxkvEtwNA4\",\"title\":\"customer rentation\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/2FsWnOeTdeP2GxkvEtwNA4/079a9ada56c07d2d19ea625607f4a547/customer_rentation.png\",\"details\":{\"size\":166497,\"image\":{\"width\":686,\"height\":448}},\"fileName\":\"customer rentation.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"templateInlineShowcaseCta\",\"id\":\"1R95nICB141Gk5kEhjjF7j\",\"contentEntryTitle\":\"Effortlessly gain omnichannel insights with AI-first feedback management\",\"headline\":\"Effortlessly gain omnichannel insights with AI-first feedback management\",\"cta\":{\"contentType\":\"cta\",\"id\":\"62KysJglP5RVj9xULj1G4k\",\"name\":\"SEE HOW IT WORKS \",\"type\":\"BUTTON\",\"text\":\"SEE HOW IT WORKS \",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://www.sprinklr.com/demo-research/\"},\"mediaImage\":{\"contentType\":\"media\",\"id\":\"43sX0TNVMI8jEBeOw79rNm\",\"name\":\"CTA - Blog - How to automate agent service quality management using AI\",\"asset\":{\"id\":\"Dq4YfhHRnVwNA9tJOGsGF\",\"title\":\"Blog - Increase agent productivity - banner\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/Dq4YfhHRnVwNA9tJOGsGF/3d35db1259438111f39481967af979c6/Blog_-_Increase_agent_productivity_-_banner_image.jpeg\",\"details\":{\"size\":3949175,\"image\":{\"width\":7304,\"height\":3198}},\"fileName\":\"Blog - Increase agent productivity - banner image.jpeg\",\"contentType\":\"image/jpeg\"}},\"isFullWidthVideo\":false,\"isAutoplay\":false},\"desktopTextPosition\":\"RIGHT\",\"topMargin\":\"NONE\",\"bottomMargin\":\"NONE\",\"isFullWidthComponent\":false,\"hasRoundedCorners\":false,\"hasDropShadow\":false}},\"content\":[]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"2. Use social listening to help your customers proactively \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Negative word-of-mouth can spread rapidly, especially through social media, where customers often express their emotions — both good and bad — about their experiences with a brand. This can directly impact customer retention, as a single viral complaint may prevent future prospects from converting or even trigger current customers to leave. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"That’s where \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/social-listening/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"social listening\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" becomes essential. By monitoring social channels, you can gain valuable insights into customer sentiment and identify potential churn signals early on. Whether it’s a frustrated tweet or a negative review, social listening allows you to take proactive action, address concerns and even reimagine your \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-engagement-strategies/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer engagement strategies\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" before customer dissatisfaction snowballs into lost business. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"7v7GdReeT4FuxjOdILeivx\",\"title\":\"Use social listening to help your customers proactively\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/7v7GdReeT4FuxjOdILeivx/5ae277919265a6551910445b94254fb5/Use_social_listening_to_help_your_customers_proactively.png\",\"details\":{\"size\":191115,\"image\":{\"width\":666,\"height\":466}},\"fileName\":\"Use social listening to help your customers proactively.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Read More\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\": \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/social-listening-tools/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Top 10 Social Listening Tools in 2024\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"3. Deliver outstanding customer service \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"In an era where instant gratification is the norm, consumers expect swift responses on their preferred channels. According to \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-experience-statistics/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"CX statistics\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", 40% of customers want replies on social media within an hour and 79% expect a response within 24 hours. However, only about 50% of businesses meet these expectations, creating a significant opportunity for those who can excel in customer service. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Providing exemplary \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/what-is-customer-service/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer service\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" can be your competitive edge in a crowded market with similar offerings. Training your team to deliver personalized, responsive support not only enhances customer satisfaction but also strengthens \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-connection/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer connection\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\". Each interaction is a chance to build loyalty and foster a sense of belonging, which is crucial for retaining customers over the long term. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"3nyulQK9V5JoXy3IZY9s9\",\"title\":\"How Sprinklr helps \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"How Sprinklr helps\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"To elevate your customer service to new heights, \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr Service\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" offers AI-powered customer intelligence that understands customer intent and predicts potential issues before they arise. By leveraging \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/platform/ai/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr AI\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", you can anticipate customer needs and engage proactively across 30+ channels, ensuring no inquiry goes unanswered. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"By integrating Sprinklr into your \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-strategy/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer service strategy\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", you empower your team to create exceptional experiences that keep customers coming back. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"pG8Z1GOd3TwOsZlmKmFOx\",\"title\":\"Deliver outstanding customer service\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/pG8Z1GOd3TwOsZlmKmFOx/f96c75d8dfa8432fefb22041a6f852e9/Deliver_outstanding_customer_service_.png\",\"details\":{\"size\":253688,\"image\":{\"width\":750,\"height\":480}},\"fileName\":\"Deliver outstanding customer service .png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"7sjWVHv57eQzI9ivi4FI1X\",\"name\":\"BOOK A PERSONALIZED DEMO NOW \",\"type\":\"BUTTON\",\"text\":\"BOOK A PERSONALIZED DEMO NOW \",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://www.sprinklr.com/demo-care/\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"4. Improve post-purchase journey \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"A seamless \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-onboarding/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer onboarding\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" experience and meaningful engagement post-purchase are crucial for reducing churn. When customers feel supported and valued after purchasing, they are more likely to adopt and utilize your product or service thoroughly. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"To achieve this, consider offering exceptional post-purchase support. This could include a comprehensive \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/knowledge-base/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"knowledge base\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" that addresses common questions and challenges and assigning a dedicated account manager to guide customers through their journey. These efforts significantly accelerate the time to value, helping customers see the benefits of your offerings more quickly. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"By investing in post-purchase engagement, you not only enhance customer morale but also increase the likelihood of renewals. When customers know they have support at every step, they are more likely to remain loyal to your brand and less likely to churn. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"iFrame\",\"id\":\"1xiGXIXCQ2qs29YJrqGqKO\",\"name\":\"How to build customer loyalty through after-sales service\",\"iFrameText\":\"\u003ciframe width=\\\"560\\\" height=\\\"315\\\" src=\\\"https://www.youtube.com/embed/CN78CI_svb8?si=R7S1l7IINe950T9q?enablejsapi=1\\\" title=\\\"YouTube video player\\\" frameborder=\\\"0\\\" allow=\\\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\\\" referrerpolicy=\\\"strict-origin-when-cross-origin\\\" allowfullscreen\u003e\u003c/iframe\u003e\"}},\"content\":[]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"5. Incentivize brand loyalty \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Creating a rewards program that offers loyal customers points and exclusive benefits is an effective strategy for encouraging repeat purchases and fostering a sense of appreciation. When customers feel valued, they are more likely to return and make additional purchases. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Incentives motivate customers to stay engaged and help build emotional connections with your brand. These connections can transform satisfied customers into passionate \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/social-media-glossary/brand-advocate/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"brand advocates\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" who share their positive experiences with others. As a result, this strategy significantly reduces customer churn by reinforcing positive interactions and encouraging word-of-mouth referrals. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"📔 Ultimate Blueprint: \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-loyalty/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"How to start a customer loyalty program\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"6. Offer omnichannel support \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Omnichannel support unifies all customer interactions across channels. Customers can reach out on their preferred platform—whether it’s social media while on the go, email when they have more time, or live chat for quick questions—and the conversation seamlessly carries over. There is no need to re-explain their issue; omnichannel systems ensure all previous interactions are tracked and accessible to agents, making the customer feel heard and valued. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Let’s take a practical example: Imagine a customer experiencing issues with an online service. They start a conversation on \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/live-chat-support/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"live chat\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" but cannot resolve it during their lunch break. Later that day, they switch to social media to continue the dialogue and the support team picks up where the chat left off. The following day, the customer received a proactive email update confirming that the issue was resolved. This fluidity builds confidence in the brand’s customer service. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"This kind of omnichannel support offers a significant competitive edge over companies that rely on siloed systems. Brands that don’t provide \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/omnichannel-customer-service/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"omnichannel customer service\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" often lose customers because of repeated frustrations and the burden of switching between disconnected platforms. Empowering customers to reach out as often as needed on their preferred \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-channels/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"customer service channels\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" and ensuring their concerns are always met with continuity builds stronger customer loyalty and reduces churn. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"F2WdIir6mTLPryQl55IWP\",\"title\":\"Offer omnichannel support\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/F2WdIir6mTLPryQl55IWP/7adef84c530bc30f28ea07e96418160e/Offer_omnichannel_support.png\",\"details\":{\"size\":230888,\"image\":{\"width\":724,\"height\":510}},\"fileName\":\"Offer omnichannel support.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"heading-3\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"7. Conduct customer meetups \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"In an increasingly digital world, personal connections are more valuable than ever. Conducting customer meetups — whether virtual or in-person — offers a unique opportunity to build stronger relationships with your customers. These meetups allow you to engage directly with your audience, address their concerns and gain firsthand insights into their experiences with your products or services. Customers appreciate being heard and meetups show you’re invested in their success. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Meetups can also function as a platform for peer-to-peer interaction. Customers can exchange best practices, share how they’re using your product innovatively and create a sense of community around your brand. This community-driven approach is an excellent way to reduce churn, as customers who feel connected to a brand and its user base are more likely to stay engaged. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Learn \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/brand-community/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"How to Start a Successful Brand Community (with Pro Tips)\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"4tpAQ85EZx4YDxfBsow4ub\",\"title\":\"Conduct customer meetups\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/4tpAQ85EZx4YDxfBsow4ub/99cf7a36836ebe3d9bebf77865da3905/Conduct_customer_meetups.png\",\"details\":{\"size\":418554,\"image\":{\"width\":628,\"height\":654}},\"fileName\":\"Conduct customer meetups.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.linkedin.com/posts/sprinklr_highlights-from-sprinklrs-community-meetup-activity-7227705492066779136-3bT3/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"View on LinkedIn\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-4\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Don’t just measure customer churn; track these metrics \",\"marks\":[{\"type\":\"bold\"}],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"When analyzing customer churn, it's essential to broaden your focus beyond just churn rates. To gain deeper insights into customer behavior and improve retention, track these additional key metrics too: \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"1. Monthly recurring revenue (MRR) churn rate:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" MRR represents the total recurring revenue from all subscription sources within a given month. Tracking the MRR churn rate helps you understand how much revenue is lost due to customer cancellations or downgrades. By identifying patterns in MRR churn, you can pinpoint which customer segments or behaviors are contributing to lost revenue and take targeted actions to reduce it. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Why it matters:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Unlike customer churn, which measures the number of customers lost, MRR churn reveals the financial impact of that churn, providing a more nuanced view of how cancellations are affecting your business. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"2. Reactivation MRR and reactivation rate:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" These metrics assess how successful you are in re-engaging churned customers. Reactivation MRR shows the total revenue regained from customers who had previously canceled, while the reactivation rate measures the percentage of churned customers who returned during a specific period. A high reactivation rate indicates that your customer retention strategies — such as win-back campaigns or special offers — are effectively reconnecting with former customers. Conversely, a low rate signals the need to reassess your approach. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Why it matters:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Reactivation metrics are valuable indicators of how well your business can mend broken relationships with customers. The ability to regain lost customers is often more cost-effective than acquiring new ones, making these metrics vital for sustainable growth and churn reduction. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"heading-4\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Why Sprinklr is your best bet to reduce churn rate \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customers churn for many reasons — unmet expectations, lack of personalized support or fragmented service experiences. However, what often drives them away isn’t the product itself but poor customer service, unresponsiveness and a lack of meaningful engagement. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"When customer service falls short, customers are quick to explore alternatives. A significant percentage of churn occurs because customers feel undervalued or unassisted when they need it most. This is where exceptional customer service becomes your most powerful defense against churn. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Offering proactive, omnichannel support, personalized engagement and consistent communication can delight customers and build loyalty. Well-supported customers are far less likely to churn and far more likely to become \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/blog/brand-advocates/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"brand advocates\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\". \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" empowers your team to deliver the service that retains customers and reduces churn. The AI-native solution helps you understand customer intent, predict potential issues before they escalate and provide proactive support across 30+ channels. To know how it works, schedule a demo of \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr Service\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\" today! \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"F0jdqV76ToIEfWvDARNz9\",\"name\":\"SCHEDULE MY SPRINKLR SERVICE DEMO \",\"type\":\"BUTTON\",\"text\":\"SCHEDULE MY SPRINKLR SERVICE DEMO \",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://www.sprinklr.com/demo-care/\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-entry-block\",\"data\":{\"target\":{\"contentType\":\"templateAccordion\",\"id\":\"3BIX0PggBs0WStDrX63R49\",\"name\":\"FAQs\",\"accordionRows\":[{\"contentType\":\"accordionRow\",\"id\":\"1oH2AYAhxFliBgTx7g8Vsv\",\"name\":\"Can a low churn rate be a signal of business growth?\",\"title\":\"Can a low churn rate be a signal of business growth?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Yes, a low churn rate signifies that customers are satisfied, which can reflect positive business growth.\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"3G7iAx6RoX4amzAnbRiNKS\",\"name\":\"How does churn rate relate to customer lifetime value?\",\"title\":\"How does churn rate relate to customer lifetime value?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"A lower churn rate generally means that customers stay longer with the brand, which increases the business's lifetime value.\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":false},{\"contentType\":\"accordionRow\",\"id\":\"56L4n1mSBhlGfQPflXaZvT\",\"name\":\"What role does onboarding play in reducing churn rate?\",\"title\":\"What role does onboarding play in reducing churn rate?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Easy and effective onboarding can help your customers quickly understand the features and benefits of your product/service, lowering the chance of them leaving early.\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":false},{\"contentType\":\"accordionRow\",\"id\":\"2j2fUurtsj0ngBXbmuzAyM\",\"name\":\"How can businesses differentiate between voluntary and involuntary churn?\",\"title\":\"How can businesses differentiate between voluntary and involuntary churn?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Brands can review customer feedback and analyze customer behavior patterns. The data can help them determine if customers left by will or due to unavoidable circumstances.\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"24jmRS3lQEau3rIK4Y76C9\",\"name\":\"Are there industry-specific strategies for reducing churn rate?\",\"title\":\"Are there industry-specific strategies for reducing churn rate?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Yes, different industries may need different approaches. E.g., in a B2B scenario, tailored customer support might help a brand retain a customer. In B2C, it could be loyalty points or aggressive discounts. \",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true}],\"startOpen\":false,\"accordionDisplayStyle\":\"CLEAN\",\"noContainerLeftRightPadding\":true,\"noContainerTopBottomPadding\":true,\"bottomMargin\":\"SMALL\",\"topMargin\":\"SMALL\"}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"thumbnailImage\":{\"id\":\"3whpnVB0vxka4gDLMctcjd\",\"title\":\"Customer Churn Rate\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/3whpnVB0vxka4gDLMctcjd/60c92121b861c8723eb78c8a1863312c/Customer_Churn_Rate.jpeg\",\"details\":{\"size\":46611,\"image\":{\"width\":800,\"height\":427}},\"fileName\":\"Customer Churn Rate.jpeg\",\"contentType\":\"image/jpeg\"}},\"slug\":\"/blog/calculate-churn-rate/\"}]}]]}]}]}]}]]}]]}]\n"])</script></body></html>