Customers are willing to pay more for a better experience, and when the first touchpoint for every customer today is digital, technology often drives customer experience.
Companies often weigh the pros and cons of big budget investments in customer experience platforms and products when there might be a simpler choice available.
Using Low Code, you can transform an inward-looking tech stack into a flexible, adaptable, and customer-facing product. In this blog, let’s explore how Low Code can help.
Better Customer Onboarding
The customer’s first interaction with your organization is always through your customer onboarding process. If you get this crucial step wrong, everything starts going downhill.
Unfortunately, even the best customer experience platforms make mistakes regarding customer onboarding. For example, one common problem could be that several different functions would be trying to get information from the customer in different modes (CRMs, spreadsheets, and so). This makes for a terrible experience for a new customer.
Moreover, a lack of a single contact makes the customer uneasy about where to reach out for queries.
Instead of traditional legacy systems, you can build a Low Code application layer that combines multiple department-specific platforms onto a single window for onboarding.
It will facilitate the flow of data to and from the customer. Validations and confirmations can happen in individual systems, while the customer only gets a single interface to talk to. You can also build triggers to update customers about key milestones in the onboarding process.
Quicker and Better KYC Experience in Banking
The banking industry has always been tightly regulated, and recent years have only made the KYC requirements for onboarding customers more complex and challenging.
Low Code makes it easy to integrate KYC validation through APIs into your customer onboarding experience in a digital, cloud-native application.
For example, Kotak Mahindra bank built a digital customer onboarding app using low Code for digital identity verification by integrating with India Stack APIs. Their one-of-a-kind “811” customer onboarding platform has become an example that the entire industry is trying to replicate.
Specific banking low code applications like this can be a game changer worldwide for offering the best customer experience while maintaining regulatory compliances.
Building Customer-Specific Portals
Customers today love to tinker with their data rather than having to call up an executive who will manage it for them. Building customer-specific multi-platform experiences gives them better control over their engagement with the company.
But building an excellent customer-centric portal needs insight and understanding of your customers that no out-of-the-box solution can provide.
Low Code recognizes that business knowledge cannot be simulated by a single IT team developing a one-size-fits-all product, especially regarding digital experience development.
Instead, by using Low Code solutions, you can leverage the insight from real customer experience into developing customer-specific portals that look like they were built “just for them.”
Low code solutions offer an easy-to-use, visual approach to building applications, which allows your customer experience team to create a ready prototype of what they would ideally want in these portals.
Better Case Management
Case management is one area that is often clunky and leads to the most customer dissatisfaction. There are always some quick wins in case management.
For example, customer’s often want to add extra features to a product. To do this, the customer support executive must have a single window to various product additions and costs. They also need an application that seamlessly allows them to add these features into the order.
Using Low Code you can create a single window database by integrating multiple datasets and bringing together all this data into a common front end which the CRM executive can use to change the order quickly. This will improve customer satisfaction immensely.
Other areas of case management that Low Code can manage include automation of case escalation and triggering multiple simultaneous alerts when a case requires intervention from more than one stakeholder.
Enhanced Order Management
Many small to mid-sized companies manage order management on simple applications like MS Excel and other freeware.
While this approach is completely fine when your orders are in the hundreds, the moment you start to scale up into the thousands and hundred thousand, you run into trouble. Excel sheets can become chaotic and extremely slow as they grow bigger.
Moreover, Excel sheets typically have limited security (anybody can open them); they are prone to manual errors, and even if you understand Excel macros, it is hard to automate tasks.
But buying an expensive off-the-shelf OMS can be a big decision for a growing enterprise. Instead, a low code application can easily automate all your basic tasks, such as setting validations for wrong entries and triggering events based on orders, without costing you a bomb.
Better order management will lead to faster deliveries and happier customers.
Automation to Improve Delivery Times
In certain industries, such as manufacturing, the time taken to deliver the product to the end customer is the ultimate measure of customer happiness. Such industries require a lean and efficient assembly process that can order necessary parts quickly and put them together in a time-bound manner.
You don’t need somebody to create these orders in your ERP manually. You can create automated workflows with Low Code that identify what parts you need to order as soon as an order arrives.
A simple Low Code application can automatically trigger purchase orders for the parts you need, improving the efficiency of your assembly line, improving delivery times, and thus giving a better customer experience.
Conclusion
Low Code helps you build customizable, highly integrated, and modern front ends that can give customers the seamless experience they have come to expect from companies today without a huge investment.
