HClSOFTWARE gathered last week a select group of partners to deepen the strategic importance of Customer Experience (CX) well executed. Welcome to the Age of the Smart CX. The multinational gave in the nail by ensuring that the customer experience should not be based exclusively on a specific product to manage customers but on focusing on the behavior of digital behavior of each of them and that allows companies to grow and loyalty to users.
As stated during the day, customer experience in digital channels demands new observation tools. Unlike physical environments, where a manager captures emotions and responses through expressions and gestures, in the online space it is essential to resort to the analysis of “digital body language.”
And it is in this sense, where the HCl Discover solution shows its full potential in that context of intelligent CX since it highlights its ability to capture all interactions of a user on the web, whether clicks, mouse movements, tab openings or even calls to unesis unats. This thorough capture allows to classify and segment users based on their behavior -from the initial interest in a product, through consideration, to the clear intention of purchase -, helping companies to detect blind points and optimize their conversion rates.
Patterns and alerts in the smart CX
One of the innovations highlighted by HClsoftware lies in its ability to unite discrete actions and build significant, fundamental patterns in areas such as fraud prevention. Thus, suspicious sequences – as access problems followed by email changes and funds transfers – allow the platform to generate automatic alerts and assign risk scores. The system goes beyond traditional reports by identifying both what happened and what did not happen, that is, the reasons behind the purchase process abandonments, valuable information for any marketing department.
On the basis of the captured data, HCl Discover takes another step by using AI to activate two large aspects: automated personalization of the offer based on the intention detected and the reduction of operational costs by automatically transferring cases of difficulty to the appropriate equipment. This is the definitive step towards the smart CX since the platform transforms the analysis into real action, relieving manual tasks and improving the quality of interaction with the client at each stage.
A real example of business impact
During the day, the case of the Cathay Pacific airline was presented, where a design decision in the paying funnel caused a drastic fall in the conversion. Adobe Analytics contributed the abandonment data, but it was HCl Discover that allowed us to reproduce sessions and understand that users tried to make payments with non -visible options. A simple graphic adjustment returned the conversion rate to optimal levels, avoiding a daily loss of hundreds of thousands of dollars.
HCl Discover shows all its potential in that context of intelligent CX as it highlights its ability to capture all a user’s interactions on the web
The difference in the solution with respect to other similar solutions focuses on several critical aspects, as expressed by the company responsible. Among other strengths are the holistic data capture without the need for manual tagueo, the capacity for post-chapter segmentations, the unique collection based on monitored traffic, with users and export of unlimited data as well as the flexible implementation, both in private cloud and on premise, complying with the legal requirements of privacy and safety, essential for regulated sectors as banking and insurance.
HCl Discover is positioned as a central tool in the development of intelligent CX, with applications that range from electronic commerce and customer service, to compliance, marketing and technology. The implantation model proposed by HCL includes free training, active workshops and accompaniment that facilitates the deployment of the solution in just eight weeks.
