Highlights:

  • The customer-focused strategies enhance CX productivity, leading to increased customer renewal rates, lower churn, and overall business expansion.
  • Advanced tech solutions streamline onboarding and unify teams through a consolidated data model.

As per McKinsey, organizations that offer an exceptional customer experience (CX) can improve their sales revenues by 2 to 7 percent and grow their profitability by 1 to 2 percent.

When it comes to CX, do you prioritize creating exceptional customer experiences that build brand loyalty? According to Gartner, over 70% of CX leaders face challenges in designing projects that enhance customer loyalty and get results.

Essentially, delivering speedy, responsive solutions is critical, but siloed teams and disintegrated processes can lead to errors and delays. Adding more into that, partners can also slow things down.

In such a scenario, a great customer experience strategy is necessary to elevate Anything as a Service (XaaS) company’s customer base. The right CX strategy helps them to become more satisfied and loyal.

Optimize Your Customer Experience Strategy to Uncover Value for Your Customers

A recent market study by Fortune Business Insights highlights a growing demand for digital solutions. The Anything as a Service market is expected to rise 24% annually by 2029,  with a wealth of opportunities getting in the way.

In such a scenario, innovative and high-tech strategies are needed that delight customers and provide outstanding results. It includes:

  • Customer-focused AI and automation that build best-in-class experiences.
  • Smart platforms that connect customer and operations teams for continuous collaboration, achieving individual goals.

The customer-centric strategies boost CX productivity, resulting in higher customer renewal rates, reduced churn, and overall business growth.

AI and automation reshape modern CX

  • 84% of commerce leaders see AI as a competitive edge, as per the Salesforce State of Commerce 2024 report.
  • 70% of CX leaders say that GenAI prompted their enterprises to reassess their complete customer experience, as per Zendesk CX trends 2024 report.
  • 82% of leaders assign AI to enhance customer satisfaction and experience, as per Salesforce, State of Commerce, 2024 report.

How Can You Improve the Customer Experience of Anything as a Service Business?

According to 80% of consumers interviewed by Salesforce, the experience a company provides is just as essential as the goods and services it offers.

In order to perpetuate continual growth within XaaS ventures, the business needs to focus on customer experience. Let’s explore vital strategies to achieve this, indirectly fostering loyalty and boosting revenue.

1. Streamline onboarding and accelerate adoption and expansion

Onboarding enterprise customers into an XaaS (Anything-as-a-Service) environment is an intricate process. It frequently needs deep collaboration with multiple stakeholders.

Also, empowering customers to uncover profitable XaaS solutions is crucial to growing accounts.

Advanced tech solutions help to ease onboarding and unify teams with a unified data model. Also, it streamlines the order-to-cash process, enabling scalable growth and revenue acceleration. These solutions help to:

  • Expedite the definition and launch of new services
  • Seamlessly list partner offerings
  • Offer a structured, repeatable, and transparent onboarding experience
  • Maintain a centralized record for onboarding teams
  • Onboard enterprise customers and partners swiftly

2. Empower customers with self-service engagement channels

When customers face challenges, they need speedy solutions without waiting for a tech support engineer. Nowadays, customers often prefer searching for answers in community forums or knowledge-based articles first.

With the right AI solutions in place, you can provide customers with advanced, AI-powered self-service capabilities integrated with your operations teams and ecosystem partners.

These channels improve customer satisfaction by facilitating quick resolutions and reducing service costs. It provides customers:

  • Instant support and fast resolution through AI chatbots and guided conversations on websites, furnishing smart access to knowledge articles, service options, and more.
  • Enhance productivity by enabling customers to self-serve common and repetitive requests.
  • Enhance the customer portal experience with interactive support.

3. Tackle customer issues proactively

Tech disruptions hurt! When day-to-day task delays and updates become infrequent, customer satisfaction is affected. Clear communication fosters trust and acknowledges your dedication.

Avoid service disruptions by offering an exceptional customer experience with automated workflows. With them, you can alert customers prior about upcoming issues or changes.

Also, you can assure customers that actions are underway and furnish estimated resolution times with advanced service management solutions. These solutions reduce costs by merging customers, support, and operations. It helps to:

  • Categorize tickets and route them to suitable support teams for faster response using AI.
  • Provide teams with comprehensive account views to assess issue impacts and take immediate action.
  • Connect customer support with internal and third-party technical teams.
  • Improve on-site and remote customer service with efficient service management.

4. Boost outcomes by optimizing Your CX with appropriate solutions

Enhance results by streamlining your customer experience. Meet growing customer expectations and balance retention with effective solutions.

With the right solutions in place, unify customer and operations teams on one platform, accelerate new solutions, and reduce costs while ensuring seamless experiences.

Technology service management platforms simplify onboarding, offer self-service channels, and resolve issues efficiently, creating business value in weeks rather than months.

Businesses Need Intelligent Automation Platforms

Businesses are overloaded with complex tasks. Intelligent automation platform is a saving grace in this ever-changing market in such a scenario.

Closing Comments

In a technology-hungry landscape, tech providers face complex situations that involve balancing different priorities. But, advanced tech solutions can serve as a reliable way to support your Anything as a Service business.

Moreover, intelligent digital business platforms help you in making ROI-driven decisions that reduce costs and foster growth.

Enhance your understanding by delving into various technology-related whitepapers accessible through our resource center.