Platform
Enterprise experience management platform with a dual focus on industry-leading software + hands-on service.
Seamless, secure data + integrations
Enhance your technology ecosystem
Air-tight infrastructure
Solutions from industry leaders
Data you can trust
Holistic customer + employee journeys
Localized opportunities for improvement
Deliver on customer intent
Better reputation, better relationships
Facilitate first-rate customer connections
Understand your customers + competition
Employee engagement opportunities
Customizable, powerful, actionable
Customized access to data
Machine learning algorithms
Agile answers to complex problems
See how you rank
On-the-go insights
Data-driven prescriptive actions
Cross-channel customer insights
Motivate + track workforce progress
Consolidated feedback, fast responses
Swift, seamless response integration
Services
Evolve from data-driven to insights-driven.
XM program management partners dedicated to helping you move your business forward
Answer your specific business challenges with measurable results + tangible ROI
Uniquely combining an end-to-end platform with hands-on professional services
Experiences
Deliver uniquely positive experiences.
Improve business outcomes across expanding touchpoints + evolving expectations
Drive engagement + reduce turnover at every stage of the employee life cycle
Gain a deeper perspective with brand tracking, branded benchmarks, + behavioral insights
Industries
Industry-specific XM solutions
Tailored insights for every touchpoint
Online + offline customer management
Differentiate your service experience
Cross-channel shopper interactions
Data for agile actions
Drive customer lifetime value
Client Success
Customized + proven support
Proactive partnership at every step, designed to move your business forward
Success comes when you can justify XM investments + future-proof your business
See how top-tier brands use SMG’s XM platform to achieve meaningful outcomes
Resources
On-demand XM education
Industry insights and updates
Access hundreds of assets
Demonstrated client impact
Industry data shaping the future
See the business impact
The value of improved EX
Company
A leader in enterprise XM
Catalysts for change
Platform + professional services
Loyal employees –> loyal customers
Meet the SMG team
Your hub for XM updates
Creating inspired experiences
All Industries
We get it—your goal is to provide an exemplary experience each time a customer interacts with your brand. But we also understand that sometimes—even with the best of intentions—things can go wrong. And when you’ve got an unhappy customer on your hands, time is of the essence. In fact, most customers expect a resolution to their problem within 24–48 hours.
What is your strategy when things go awry? Bury your head in the sand and hope it works out on its own? Ignoring it won’t make the problem go away—it will only make the customer (and their future business) disappear.
How you step up and handle customer resolution is one of the truest tests of brand resilience. Stuff happens. Experiences fall short. But the truth is, customers can be forgiving—if you have a smart and swift recovery process in place. With an effective close-the-loop system, you can identify customer problems faster, respond immediately, and provide a timely and painless resolution for your customers.
Let’s take a look at 3 ways case management can help you resolve customer issues more efficiently:
Customer issues aren’t restricted to any one channel—and your ability to respond quickly is critical no matter the source. But who has the time to sift through them all? Whether it’s a comment from your website, complaints captured through your call center, or issues with online ordering, you need a streamlined system that puts them all into one multi-sourced hub of customer feedback.
There is no one-size-fits all strategy when it comes to implementing a closed-loop system. The process looks different for companies of varying sizes and structure. If you’re having to force your needs into a cookie-cutter plan that doesn’t make sense for your business, your customer recovery strategy will fail.
You should be in control of how you’re going to resolve customer issues. With the ability to choose between a more controlled, centralized response system or a more flexible, distributed plan (or even a combination of both), you’ll be sure your closed-loop process is air-tight and effective.
Remember what I said about customers expecting a resolution within 1–2 days? An in-platform response system makes sure you’re not wasting precious time navigating multiple sites. Instead, you’re just a click away from contacting your customer and that much closer to resolving the issue.
In-platform response templates don’t just provide a quick response—they can also deliver a personal message. The editable templates allow the user to customize as needed so guests always get messages that are both consistent yet personal, and don’t feel like they’re just getting a blanket response.
Templates also help drive consistent, on-brand messaging and create a united front in customer recovery. No one will have to reference company guideline standards before responding, and all customer communication will be quick, consistent, and transparent.
Don’t hide from customer problems. When an experience falls short with a customer, it’s actually a great opportunity to gain their loyalty. Our data shows 84% of customers who are highly satisfied with problem resolution express a high likelihood to return to the business. Get a strategy in place to set your brand up for successful guest recovery. Case management will help you build stronger customer relationships and improve business outcomes.
For more, download our best practice guide Close the loop: 5 ways to resolve customer issues + drive loyalty.
FEATURED RESOURCE
RELATED BLOGS
Customer Experience Strategy Best Practices to Keep up with 2023 CX Trends
What consumer trends are impacting today’s in-store retail experience?
Our Cross-Channel Retail Research Revealed These Top 3 Consumer Trends
Top highlights and 4 key takeaways from Forrester’s CX North America