Integration: Solving the Customer Experience Puzzle
Integration: Solving the Customer Experience Puzzle
Customer experience is no longer a buzzword—it’s a real, tangible thing that impacts your business in ways that can make or break it. It’s not enough to create an amazing customer experience; you also have to deliver it across channels, systems, and data sources, all while ensuring it fits into your overall strategy.
That sounds like a lot, but luckily there are many reasons why integrating your data and systems together is the right move for you.
Integration is Key to Solving the Customer Experience Puzzle
Integration is a key part of solving the customer experience puzzle. Customers expect to be able to interact with your brand in the way they choose, whether it’s by phone or email, on desktop or mobile—and even offline (e.g., in an airport). They expect to be able to use their preferred device and connect with you anywhere at any time.
Integration allows organizations to deliver seamless cross-channel experiences that meet customers’ expectations across touch points. Integration lets you leverage data collected from one channel (e.g., email) while communicating with customers through another channel (e.g., social media).
Integration also enables businesses like yours to create end-to-end journeys that run seamlessly across multiple channels—for example, by syncing contacts between systems so that when someone updates their contact information on one system, changes are reflected automatically everywhere else he or she interacts with your organization.
The Challenges of Delivering a Great Customer Experience
The customer experience is a constantly changing landscape, and brands are facing the challenge of keeping up. Customers’ expectations are rising: they want more from their brands, and they expect to be able to interact with them in whichever way is most convenient for them.
They also demand consistency across all channels: if you have a bad experience buying something on Amazon through your phone while sitting at home on a Saturday morning, you’ll probably go looking elsewhere when it comes time to buy another product online. And this isn’t just limited to e-commerce shoppers; even traditional brick-and-mortar stores face intense scrutiny from customers who can find out what other people think about their business online before ever setting foot inside its doors. Really no matter how you interact with your customers—online or offline—you need to deliver an exceptional experience that keeps them coming back for more!
The Cost of Not Integrating Your Data, Channels, and Systems
You’re probably already aware that customer experience is a key part of your brand, but did you know that it’s also a key part of your customer lifetime value? Or that it can help you increase sales? Or even that the way you interact with customers can have an impact on their loyalty to your company? The good news is that integrating data from all of your channels and systems will help you get more from each interaction—and give you the ability to make smarter decisions about how to improve them.
Spending Too Many IT Resources on Custom-Coded Integrations
Custom code integrations are expensive and time-consuming to create and maintain. Every time you build a new integration, you have to deal with the following problems:
- It’s difficult to test and debug your custom code. It’s hard to know which parts of your code are working as expected unless you can test them in isolation from the rest of your system.
- Unless configured correctly, these custom-coded integrations can be fragile—breaking when something changes on either side (for example, a change in API parameters). This means that any time there’s an issue with an end-user experience or an issue with one of your systems, it could potentially be caused by a problem somewhere within this complex web of moving parts.
Not Having Time to Keep Up with Digital Transformation
Keeping up with digital transformation can be a challenge. It’s critical to continuously innovate to maintain a competitive edge, but it’s hard for companies to do that without the time or resources they need. Customer experience is key in this regard because it helps you create valuable experiences for customers and gives them reasons to stick around—and maybe even tell other people about their experience with your brand!
Integration is another important piece of the puzzle: integrating tools, systems, and processes so that no matter where someone interacts with your business (or how many times), they’re getting the same experience.
There are many reasons to integrate your data, channels, and systems, but the biggest reason is your customer.
As you’re likely aware, the customer experience is at the top of every company’s priority list. Your customers expect a seamless experience that’s personal, intuitive, and tailored to them – and if you don’t deliver on those expectations, they’ll go elsewhere. What many people might not realize is that integrating data across channels is key to delivering this kind of personalized experience. This can be done through APIWORX’s integration platform for companies looking for an easy way to connect disparate systems together in order to create a more cohesive user experience across multiple touchpoints (website or app) or even between different companies altogether.
There are many reasons to integrate your data, channels, and systems, but the biggest reason is your customer. They want a seamless experience from beginning to end with no gaps in service. This requires a comprehensive approach that covers all aspects of your business and integrates them into one cohesive unit for easy access by anyone who needs it.
For your automation and system integration needs, contact us at firstname.lastname@example.org.
Apiworx is dedicated to helping eCommerce businesses scale faster than ever possible before by streamlining and managing complex OmniChannel data flows, we save our customers time and money, allowing them to scale their businesses faster and more effectively. We focus on automation and integration of often-overlooked back-office systems and processes such as order and inventory management. We work with major partners in the industry and build best-in-breed automation and integration solutions.