New Update! Analytical Automation Capabilities

New Update! Analytical Automation Capabilities

Have you ever thought about how to achieve a human touch minus the human in the equation with analytical automation?

Think about a moment in your life where something memorable happened, that exact moment where your perception about something shifted. Of course, since it is something remarkable you´d naturally want to share it with your friends or loved ones.

These don´t happen often, but, imagine if that same effect happened when you interacted with a company. A human effect through technological mediums creating a WOW experience. (Which, hopefully, they’d also share with their friends and loved ones through different mediums).

When a WOW moment happens between a customer and a company, there is a well thought out strategy from the CX team behind the curtains.

With well thought out tactics and tools, companies are now taking into consideration everything about their customers. Making them, the center of their engagement efforts. In order to get to the buyer persona identity, companies must understand and know their audience on a deeper level.

What do customers expect? How can a company’s product adapt to their necessities? Do these customers have an emotional connection with the product or furthermore, the company? Why are they choosing product A over product B? 

Like everything in life, we can´t live WOW experiences 24/7 but it is the ability to pinpoint exactly when those moments happen that may give leverage to an organization. Companies have the responsibility to create these WOW moments intentionally. But, how do they know how?

Learning from their customers’ journey.  With these insights, they can meet customers in the sweet spot. With the knowledge and insights companies have, they can give their customers exactly what they are fetching for… WOW!

Analytical Automation to Boost Efficiency

From the perspective of a company or business that wants to increase revenue and boost productivity, an analytical automation tool is a must.  From a CX perspective, these tools are extremely necessary, and companies need an infrastructure that is both scalable and reliable.

The advantages of having this toolset to disposition come in hand with advanced automation campaign possibilities. This enables information with understanding customers’ engagement, improving conversations and therefore driving an increase in revenue. 

OPINATOR´s Analytical Automation tools will easily let companies send email campaigns, gamification, referral programs and more. For example, when sending email campaigns OPINATOR provides you with a detailed status of your campaign. Identifying if each email was delivered, bounced, open or even clicked.

Full information on any CX program

According to our internal marketing guru:

Is not about “wiping off” the human side of things when “automating”, it is about how to use new tools and technology to help you boost efficiency, without losing human essence.

Marketing Expert, from the OPINATOR team

So, going back to the update regarding campaigns: It also has the ability to filter categories or export data into common formats compatible with your CRM for widespread use.

Filter by any criteria, and reorganize your charts

Its capabilities go beyond what was recently mentioned. In the graphic below you can see more advantages and tools to your disposition. 

Check out all the new Analytical Automation capabilities on our platform!

In the end, creating a human touch through AI is possible, and now more than ever a necessity for companies trying to create a connection with their customers.

Now Entering: The Age of Experience

Now Entering: The Age of Experience

So what is exactly this so-called “Age of Experience”?

Looking back, 1998 was an important and eventful year. Madonna topped music charts, France beat Brazil in a memorable World Cup final held in Paris, and Bill Clin­ton issued the most famous denial in history.

Additionally, Joseph Pine II and James H. Gilmore pub­lished an arti­cle in the Har­vard Busi­ness Review where they instigated the term ‘the expe­ri­ence econ­o­my’. In that arti­cle, the authors out­lined what they anticipated as the next eco­nom­ic era fol­low­ing on from the agrar­i­an, indus­tri­al, and ser­vice economies.

In this new economy, businesses would no longer try to sell products or services, but memories and experiences. Almost 2 decades on from that arti­cle, it appears that the author’s pre­dic­tions are coming to fruition.

The Power of the Consumer

Consumers today are more scrutinizing than ever before. With a few taps of their screen, they can bash your company, products, and services and share that opinion with their friends and family instantaneously.

Therefore, whenever a consumer is interacting with your business, your brand is at risk. In 2018, famous Hollywood Star Kylie Jenner tweeted her displeasure with Snapchat following user interface adjustments. The aftermath? Snapchat’s parent company, Snap, reported a 7% knock on its shares, wiping out $1.3 Billion of its market value. Users flocked to other social media services and Snapchat hasn’t recuperated since.

All it takes is 1 disappointed customer, 1 negative opinion, 1 bad experience.

Experience Businesses Today

Today’s forward-thinking brands understand the need to continually innovate, transform and adapt in order to stay relevant in this constantly evolving market.

Brands that focus on making the customer feel immersed in the experience are much more likely to improve customer satisfaction, develop brand loyalty, and acquire new customers.

The Age of Experience and businesses

Forbes describes the customer experience as the “cumulative impact of multiple touchpoints”.

In today’s hyper-competitive market, companies are finding it harder and harder to differentiate themselves as products and services are standardized and imitated. In that respect, the Customer Experience is proving to be a vital strategy for brands looking to develop a competitive advantage. 

OPINATOR, guiding you through the Age of Experience

Our clients are differentiating themselves with the help of innovative customer experience programs. OPINATOR’s platform include fun, interactive forms, and surveys. These interactions are capturing customer’s imaginations and humanizing the process in a way never seen before.

Therefore, they are witnessing huge spikes in response rates (up to 10X!) after implementing emotionally engaging and aesthetically pleasing user interfaces. Branding elements such as images, videos, … can also be easily implemented to strengthen brand loyalty and amplify brand awareness.

Black Friday, ¡vaya lío!

Black Friday, ¡vaya lío!

Mucho se comenta acerca del fin de semana —o semana— del Black Friday, así que… ¡hablemos de ello!

La teoría dice que los consumidores tienen bajas expectativas de cara al servicio que recibirán con respecto a esta fecha tan señalada (¿conoces su historia?) pero, desde OPINATOR, creemos que no es así y os animamos a demostrarlo, ¿os parece?

Los compradores saben que será un arduo día para cazar ofertas pero, lo que muchos tal vez desconocen, es que también se trata de una oportunidad “oculta” para dejarse sorprender por experiencias inesperadas e inolvidables.

La calidad del servicio al cliente no solo precede a la presencia del propio cliente en una tienda física sino que también alimenta el renombre y la popularidad que ésta pueda tener entre las masas. Aun así, es muy probable que, con todo el jaleo de este fin de semana, se preste poca o ninguna atención al servicio prestado por los empleados. Es aquí donde la atención automatizada, los chatbots y los asistentes virtuales entran en juego… ¿Debería preocuparnos?

Ofertas

… ¡para nada!

Gracias a la increíblemente innovadora integración de la Inteligencia Artificial y los chatbots de OPINATOR, la atención al cliente ya nunca será igual: déjate guiar y aconsejar de manera más rápida y eficiente y ahorra tiempo para seguir con tu búsqueda del chollazo perfecto. Además, OPINATOR te brinda la oportunidad de dar un paso más allá y analizar conversaciones a través del procesamiento automatizado del lenguaje (Speech to Text Analytics).

Esta herramienta permite, además, añadir datos e información en analíticas predictivas, lo que posibilita conocer más y mejor al cliente y crear experiencias enteramente personalizadas. Esto suele derivar en un considerable incremento de lealtad hacia la marca (y, por ende, del margen de beneficios).

Un poco de historia:

Las fechas en torno al Black Friday (y al Cyber Monday) no siempre han sido el monstruo que son hoy en día: el día de mayor rentabilidad para empresas del sector retail y para los consumidores desde el año 2005 ¡y sumando!

De acuerdo con Adobe Analytics:

Las ventas en línea durante Black Friday se incrementaron en 23,6% en comparación al año anterior

El Cyber Monday y sus ventas por internet esperan alcanzar la cifra de 7.8 mil millones de dólares americanos, lo cual representaría un incremento de 18% al comparar con 2017

Fuente: CNBC, 2018

Así pues, aunque con mucha anticipación y expectativa, los consumidores comienzan ya a plantearse qué productos quieren, consultan sus precios y su disponibilidad y dan pie a las primeras dudas con respecto a estas dos últimas cuestiones.

Si un marketplace, sea retail o no, es proactivo, se anticipará a estas dudas y necesidades y se preparará adecuadamente para tratar de resolverlas a través de todos los canales disponibles (¡y posibles!). El tiempo invertido se verá altamente recompensado con la obtención de información que permita, posteriormente, entregar mejores experiencias al cliente. Además, si se traza el Customer Journey, se podrán apreciar incluso las fortalezas y debilidades de cada uno de los pasos involucrados en el proceso de compra que ofrece la empresa.

Adelantarse a la percepción del cliente sobre su experiencia, necesidades y deseos, es una oportunidad única para las empresas a las que realmente les preocupa e importa conocer a su consumidor y mejorar en su atención. Con plataformas como OPINATOR, es posible entregar experiencias “WOW!” a clientes, que seguro no pasarán desapercibidas: a través de la gamificación, la personalización y demás funcionalidades que ya nos caracterizan, somos una apuesta segura para una experiencia Black Friday única.

P.D. Por cierto, ¡feliz Acción de Gracias a todos aquellos que lo celebréis 🦃 !

OPINATOR Newsletter – Noviembre 2019 y Novedades Increíbles en CX

OPINATOR Newsletter – Noviembre 2019 y Novedades Increíbles en CX

Bye boring surveys. Hello cool OPIs!

Lo que está pasando: Insights y Novedades

Ahora podréis lanzar y gestionar todas vuestras necesidades, y programas de VoC, NPS y CXM de manera sencilla y eficiente. ¡Queremos compartir con vosotros todas las novedades de la plataforma!

Podréis añadir nuevas funciones  y encontraréis muchas más capacidades de personalización para vuestros formularios interactivos (OPIs).

También nos llena de alegría poder entregaros varias funciones y actualizaciones que nos habéis estado solicitando en los últimos meses.

CX Updates OPINATOR
Novedades en CX, OPINATOR

Por mencionar algunas de estas novedades, veréis: más herramientas para personalizar formularios, mejoras en las capacidades de análisis de datos y desarrollos de canales de integración. También una nueva opción para PIDs y mejoras extendidas en nuestros protocolos de seguridad, entre muchas otras sorpresas que ya iréis descubriendo. 

La galería a continuación expone todos los detalles, pero si tenéis dudas sobre algo en particular, aseguraos de contactar a support@opinator.com ¡Estaremos encantados de atenderos!

¡Nueva Identidad de Marca!

Como podéis ver, estas actualizaciones en CX no son únicamente acerca de nuevas capacidades de la plataforma, sino también sobre nuestra nueva identidad de marca. ¡Queremos ofreceros la mejor experiencia, ya sabéis que todo se trata de CX! Manteneros atentos a próximas ediciones, estaremos en contacto con vosotros muy pronto.

Esto sería todo por ahora, pero ¡esperamos conversar pronto con vosotros en otra oportunidad!

Si queréis recibir más novedades sobre nuestro equipo, ¡dejadnoslo saber!

Black Friday & Thanksgiving, what a season!

Black Friday & Thanksgiving, what a season!

There is a ton of hype around Black Friday & Thanksgiving weekend, let’s make the most of it.

Don’t believe consumers have low expectations, let’s prove that even on this date, CX is key for all businesses, shall we? By the way, Happy Thanksgiving everyone! 

Shoppers know that it’s going to be a rough day of sales-hunting, which is actually a hidden opportunity to surprise them with an unexpected experience, surely something they won’t forget once the dust has settled.

Customer service precedes the shopper’s presence in the store, and on Black Friday weekend it’s unlikely many consumers will have the undivided attention of an employee so, automated customer service, chatbots, and virtual assistants come to the rescue.

A solution…

One way we at OPINATOR are innovating this experience is by integrating Artificial Intelligence into Chatbots that help our clients quickly address concerns, and more importantly, analyze conversations with Natural Language Processing.

With this tool, we add data into predictive analytics in order to get to know our consumers better and continuously create a more personalized experience, garnering higher consumer loyalty and ideally increasing revenue for our clients.

Black Friday & Thanksgiving season, and its subsequent weekend, and Cyber Monday were not always a powerhouse date when it came to sales and shopping activity, but ever since 2005, it has been the busiest day of the year for retailers and consumers and equally as chaotic. According to Adobe Analytics…

Online sales Black Friday jumped 23.6 % from a year ago

Cyber Monday sales online are expected to set a new record of $7.8 billion, up nearly 18% from last year.

Source: CNBC, 2018

With great anticipation for the year’s largest sale date, consumers begin to wonder about what products they want, pricing, and availability along with several other fairly simple doubts.

Proactive retailers, marketplaces and brands foresee consumer questions and prepare accordingly in every channel available. This proactive investment in consumer experience sets a foundation of data, and loyalty, that if traced to the end of the customer journey, can help assess the strengths and weaknesses of a company’s funnel process.

Harnessing the consumers’ awareness of their experience, needs and wants is a unique opportunity for companies who care, to get to know their customers and become better at what they do. With platforms like OPINATOR its possible to WOW potential and existing customers with gamification, personalized experiences and much more, all in a unique and attractive way that only we can offer.