StepOne, a provider of predictive management systems for the customer journey, has launched three new industry solutions that help transform customer experiences in retail, product fulfillment and onboarding, and customer support.
The new solutions include Post-Retail Engagement, Order to Advocate, and One Touch Help. Powered by advanced machine learning and predictive analytics, each solution helps businesses ensure their customer experience are consistent throughout the entire customer lifecycle.
"Brands are betting the farm on the customer experience in 2015, but the new customer journey spans stores, phones, desktops, Web sites, boxes, and more," said Alex Mitchell, co-founder and CEO of StepOne, in a statement. "As customers become more connected through multiple channels, brands need to understand customer context at all times. With these solutions, we're making it possible to deliver experiences that are personal, context-driven, dynamic, and all built on top of their existing systems."
Post-Retail Engagement extends the personalized experience of physical retail stores to customers' phones, tablets, PCs, or TVs. Purpose-built tools extend the high-touch service experience to the digital universe, helping brands keep customers engaged after they leave the store through personalized collateral and messaging.
Order to Advocate simplifies the digital transformation of product fulfillment and customer onboarding, from first-time digital installation and setup assistance to troubleshooting, add-ons, and upgrades. Now companies can associate customers to the products and services they buy as they purchase them, and replace paper set-up guides with personalized digital experiences that turn customers into advocates.
One Touch Help enables businesses to embed personal and contextually relevant help into their existing apps and Web sites. Customers are immediately provided useful support content. In one click, a customer’s current situation and needs are captured and relevant help is surfaced.
Each of these new solutions leverages the functionalities of StepOne's core product portfolio, which includes its flagship product, Contextual Care, an adaptive self-service platform. StepOne's recently released CX Profiler, is a suite of diagnostic tools that grades support content based on substantive underlying analytics, revealing important insights and providing specific recommendations for improvement.
"Companies understand that they have a wealth of customer data that can personalize and unify experiences across any channel," says Bill Gravette, StepOne's co-founder and vice president of product, in a statement. "The challenge is putting that data into context, making the most productive use of it, and doing so at scale. A great customer experience cannot be programmed. It must be discovered through actual customer engagement. We have built the platform that makes that achievable for any enterprise."