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Seven ways low-code can help you improve CX

Digital transformation just got a whole lot easier

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Every business is talking about the importance of a great customer experience. So why are so few organisations actually delivering on these claims? It’s not down to lack of will. The IDC predicts that CX spending will soar to $641 billion by 2022. It’s because delivering a great customer experience is hard.

It demands significant change and that doesn’t happen overnight. You need to rethink your whole organisation – your technology, people and processes.

Traditionally, this meant launching some form of digital transformation program. A huge, disruptive, expensive and time consuming initiative. Understandably this puts some organisations off.

Low-code offers another option

Like traditional digital transformation, it’s focused on the foundations – the processes, people and technology that great customer experiences depend upon.

But unlike traditional digital transformation, it’s fast, cost-effective and non-disruptive. It doesn’t demand an overhaul of your operations. Instead, it enhances and improves the systems and processes you have in place. And it dissolves the barriers that stop your people from doing their best work.

97% of app development professionals believe a low-code platform provides significant or notable improvement in flexibility and update speed, compared to traditional coding.

— Source: The Forrester Wave™ – Low-Code Development Platforms For Application Development and Delivery Professionals, Q4 2017

It’s essentially a shortcut to a better customer experience

Low-code powered transformations can be broken down into dozens of individual process improvements. Instances where old, manual, broken workflows are replaced with new, slick, automated processes.

This page is about these moments – the individual applications of low-code that add up to huge, sweeping change.

We’ve included examples from both the public and private sectors but they all have one thing in common – they’re intrinsic to a satisfying and seamless customer experience.

Here are seven ways low-code can help you improve CX.

Accelerate customer onboarding

The typical customer onboarding process is plodding, manual and inefficient. You need to capture data from the customer, process it, check it with third parties and file it. You end up playing data ping-pong – extracting and porting data between Excel docs, CRMs and external databases – and burning up valuable time while your customers sit there, irritated, twiddling their thumbs, with no idea where they are in the process.

Low-code lets you rethink this workflow. You can tie all of these systems together in an app so that data flows from A to B, securely and with no manual intervention.

Find out how

Build customer portals
Customer portals have become the cornerstone of great customer service. But creating and implementing customer portals can be a challenge. Your customers expect an intuitive, personalised and adaptive user interface and the system itself needs to meet stringent security and compliance standards.

Out-of-the-box software often fails to meet these standards as it’s inflexible and restrictive.

With low-code can you design and brand your customer portal to your exact needs. And integrate with the systems that support your portal. Everything users submit online updates automatically in the back-end system so agents can access the same up-to-date information in the cloud at any time.
Find out how
Improve request management
Request management can make or break a great customer experience. Most companies are using multiple disconnected systems to manage request management and rely on fiddly, manual processes. This leads to mistakes. Constant rekeying means data is often

entered incorrectly and agents end up duplicating effort and angering customers by repeatedly calling the same person unnecessarily.

With low-code you can build the request management process uniquely suited to your needs, then iterate and finesse as often as you need to, according to customer feedback and changing demands. And keep customers in the loop by automatically informing them what stage their request is at and when they can expect a response.
Find out how

Build a CRM dashboard

A well-designed CRM dashboard allows users to perform specific actions with a single click. You can track, match and follow every lead in an instant.

But this isn’t the case when you work manually. Instead, you’re combing through a spreadsheet line by line, matching up contacts with opportunities, and struggling to find out what happened with certain leads.

With low-code you can create a CRM dashboard which means Sales and Marketing can easily log every event in one or two clicks, even on mobile. And you can see all your CRM data in one place, accessible to all your teams and easily integrated with reporting tools.

Find out how
Improve order management
Most businesses – including many large enterprises – run their order management with spreadsheets. They’re flexible but basic, and when you’re dealing with masses of orders at scale, basic just won’t cut it.

Spreadsheets require endless manual tweaking, constant rekeying of data, and to-ing and fro-ing between sales, marketing and clients.

Ultimately, with so many steps involved, there’s huge potential for errors, typos and missing or corrupted data.

With low-code, you can import all your data automatically, set rules, and eliminate manual errors. So you can manage orders more efficiently by automating the process.
Find out how
Unify contact centre channels
Channel proliferation should be a good thing for customer-obsessed businesses. You’ve never had more opportunities to impress customers by meeting them where they are.

But tying channels together is tough and the stakes are high. A disconnected contact centre leads to poor communication between teams, demoralised staff, error-strewn manual processes, inadequate tracking and visibility, a lack of accountability and unexpected costs.

With low-code you can bring all your channels together in one centralised platform which lets data flow seamlessly between systems. Get full visibility over all your customer interactions – across every channel – and generate reports in an instant.
Find out how

Case management

They submit their case (whether it’s for a loan, a mortgage, a new WiFi package…), receive immediate acknowledgement and get a swift resolution in a matter of days. All the while, they’re kept up-to-date with regular notifications about where they are in the process.

Unfortunately, far too many businesses are operating with a broken case management system that delivers none of the above.

Instead, customers are left in the dark, forced to make follow-up calls they didn’t want to make and suffer needless delays.

With low-code, you can improve CX by automating the process and keeping customers in the loop with automated email/SMS updates.

Find out how
Within 6 weeks we actually had something from just a couple of hours of conversations. That is a unique experience in the IT industry. More than just a screen shot or a presentation – something tangible.

— Enterprise Architect in the Chief Innovation Technology office, ground transportation company

Our flavour of low-code

Our low-code solution – Liberty Create – differs from typical low-code solutions as it’s designed for citizen developers and professionals.

That means you can bring IT and customer-focused teams together to collaborate on applications. Essentially, the people who understand customers use their expertise to create new and improved workflows, while IT finishes the job by making sure everything is secure, compliant and up-to-standard.

This collaboration leads to better, truly customer-centric solutions that can be built in half the time (or less). It also liberates IT people to focus on bigger,
more important projects.

And this is just the start.

Create is part of a much bigger and more powerful solution – Liberty. Integrate it with Converse – our flagship contact centre solution – and Connect – our omnichannel messaging tool – and you have a flexible platform that lets you build and improve the customer experience across every touchpoint.

Liberty lets your business go from saying it’s customer-obsessed to actually being customer-obsessed.

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