For quarterly product updates, we typically dive into the enhancements SMG’s tech team has made to the smg360® platform. As COVID-19 continues to impact our clients and their industries, we shifted our roadmap priorities to deliver enhancements that would allow for more informed decision-making during this unprecedented time. This blog details how strategic enhancements to your experience management (XM) platform can help with the transition into a new normal for business operations.
Stay connected to employees with an EX solution
The global health pandemic introduced operational regulations and stay-at-home orders that forced retailers, restaurants, and healthcare organizations to look at the employee experience (EX) in a new light. To help brands engage with their employees and support them as much as possible, our Voice of Employee (VoE) solution offers multiple feedback channels, including:
As the pandemic continues to impact businesses and their employees, one thing is certain: how brands treat their employees amid coronavirus will determine how consumers feel about them after. We’re ensuring our clients are positioned to listen to their employees to provide the best experiences for them now and in the future.
Text analytics enhancements keep field teams up to date
COVID-19 has caused a massive shift in the customer journey—and as this journey becomes more complex, your CX data might be overwhelming. Text analytics can help brands uncover targeted insights from mountains of data. While you can use the technology to dig deeper on a variety of topics, SMG’s text analytics technology is designed specifically to streamline the feedback-to-insight process, with features like:
Get the insights you need from contactless feedback
It’s hard to improve on the customer experience without feedback—but when consumers expect it to be contactless, brands must improvise. That’s why SMG is prioritizing efforts to help clients collect feedback across all touchpoints.
As physical locations are limited and more consumers shop from home, an increase in e-commerce traffic is expected—providing brands with the opportunity to measure the digital experience with an always-on feedback tab. This source of open-ended feedback allows customers to tell you about their experiences with your digital touchpoints without a prompt.
For brands still maintaining in-store operations, eliminating paper receipts is an easy way to avoid physical contact and support the health and safety of customers and employees alike. To that end, our platform allows for contactless feedback invitation methods, such as email and in-app invitations.
Helping our clients provide customers and employees with positive experiences is our top priority, and we’re proactively working to develop solutions that support the evolving needs of our clients. For information on the tech offerings we’ve discussed today, reach out to your account team or contact us. And for more coronavirus-related content and best practices, visit our COVID-19 resource center.
Bennett Gamel | VP, Product Management