Usability Vital For Real-Time CX Success

The recent Forrester Wave™ on Journey Orchestration Platforms Q2 2022 evaluated vendors across 28 different criteria as well as speaking to vendor reference clients.  Alterian was named a Leader, with multiple maximum scores.

Diving behind the headline Leader position, Alterian performed particularly well in Usability and Client Experience.  It’s perhaps the reason why many of our existing clients have embraced our Real-Time CX Platform, and after starting with just one or two use cases, they extended their use to hundreds of use cases across their businesses.  All helping to deliver success across acquisition, engagement, retention, and cost saving.  So why does usability matter, and how does it help businesses succeed?

HOW USABILITY NEEDS TO BE AT THE FOREFRONT OF REAL-TIME CX SUCCESS

USABILITY DRIVES SUCCESS

Adopting new technology works if users enjoy using it.  If they are happy, your tech gets used for more use cases and you reap the benefits in ROI.  That is why usability is so vital for Real-Time CX success.  At Alterian we are continually working on enhancing usability.  Whether it is working with existing clients, prototyping new approaches or striving to reduce effort for each task across our user types, it’s front of mind across our development team.

USABILITY IS MORE THAN SKIN DEEP

While we also pride ourselves on achieving maximum scores for quality of visualization and client experience. It is also important to have a commercial model and scalability that does not create barriers to adoption, all key factors in usability. Alterian achieved maximum scores across all of these areas. Download the Forrester Wave Journey Orchestration Platforms report to find out more

INTUITIVE TO REFLECT HOW I WORK

People get familiar with certain ways of working.  It could be planning activity on a whiteboard, drawing up activity plans in excel or reviewing reports.  The closer software reflects how people already like to work then the more productive users will be.  Tools such as our Experience Designer and Idealized Journey act as a digital whiteboard, while the Opportunity Matrix lets you draw up activity plans, and our CX Dashboards let you interact with key results.

RIGHT TECH FOR DIFFERENT USERS

For sophisticated technology like Real-Time CX and Journey Orchestration, different types of users are involved.  Therefore, you need the right tools for each type of user.  For decision makers, they want access to high level reports to see an overview of all activity.  Business users want to design experiences using a guided interface, with only the functions they need, and drill into detailed reports.  While technical users want to create connectors into other systems or build Action Templates using a ‘low code’ interface but with access to thousands of functions to have flexibility.

PRODUCTIVITY DRIVES USABILITY

People like easy ways to do things.  It’s only natural.  That’s why at Alterian we focus on makings things easy, so you can be more productive.  As an example, our Action Template Library lets business users add pre-built actions into their journeys to save time.  As you use the tool, you continually add to your local Template Library to make you even more productive on your next project.  While our Fast Track Blueprints include journeys, connectors, and reports to quick start your use cases.  Using our automated machine learning, your journeys can continually be ‘tuned’ without any effort on your part.

COPING WITH CRISIS

Technology willingly used by your team puts you in a great position.  Even in the midst of the Covid-19 crisis, you can take control, keep ahead of customers and drive change.  The design of the Alterian Real-Time CX Platform puts all of your users fully in the driving seat.  Within minutes you can have new experiences created, edit existing ones and address areas for improvement in your current journeys.  Then immediately start to see if those changes made in impact.

To discover more about usability and see Alterian Real-Time CX Platform in action, get in touch for a discussion and demo with one of our consultants.