Customer Experience as a Service (CXaaS)

Customer Experience as a Service (CXaaS) uses technology, typically off-site in the cloud, to design and deliver a superior customer experience (CX). Common technologies used in a customer support system include:

  • Digital channels including chatbots and text messaging help customers without them having to speak with another person
  • AI solutions that can independently resolve customer problems, monitor customer interactions for quality assurance (QA) purposes, and more
  • Digital solutions that make it easy for CX teams and managers to share information, understand trends and come up with effective plans for meeting goals

Customer Experience as a Service offers important brand-enhancing benefits:

  • Cost-efficiency: Your brand can handle many more tasks and more customers simultaneously with CXaaS
  • Easier access to important data and measurements: Many AI solutions automatically record and collate customer experience data, ensuring that it is always accessible to analysts and experts
  • Increased speed and availability: Digital channels can provide customers with near-instantaneous responses at all hours, even on weekends and holidays
  • Increased customer satisfaction: CXaaS makes it easier than ever to solve problems and provide a great customer experience, which in turn makes for happier customers

Many companies outsource their CXaaS to outside experts who specialize in optimizing the customer experience at scale. OutPLEX, an omnichannel vendor, provides brands with CXaaS that is perfectly suited to their industry, size, budget, and objectives. Outsourcing eliminates having to deal with the day-to-day operations associated with providing Customer Experience as a Service, such as:

  • Maintaining the technology, repairing or updating it as necessary
  • Hiring and training the right employees to keep the customer experience running smoothly
  • Programming channels and AIs for a customized and on-brand experience
  • Monitoring and collecting data on customer interactions
  • Interpreting data to make sure your CX is running efficiently and locating sources of problems so they can be quickly addressed

OutPLEX takes care of each of these tasks so that brands can stay focused on their industry. We also work closely with clients to make sure their CXaaS is functioning as required, delivering relevant and effective messages, and promoting their goals.

For more about OutPLEX’s Customer Experience as Service options, call 1.866.531.5773 or visit us online.

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