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Customer Experience (CX) tools can provide exceptional value for a business if a company knows how to use them properly. 

As such, investing in Customer Experience tools can have far-flung effects on a company. And if a business fails to use these tools properly, it risks missing out on opportunities to build long-lasting partnerships with its customers. 

So what should your business look for in Customer Experience tools? Here are three factors you need to consider:

1. Dependability

Your Customer Experience tools should provide dependable support day after day; otherwise, what's the point of investing in these tools?

How your business measures the dependability of its Customer Experience tools, however, can dictate whether or not these tools are worthwhile.

For instance, a business that collects "basic" customer data such as impressions and shares from its social media content can better understand its customers. But this information rarely provides in-depth insights into how customers truly think and feel about a company, and ultimately, may leave a business with more questions than answers when it comes to determining how to bolster its Customer Experience levels. 

Comparatively, dependable Customer Experience tools ensure a company can learn how its customers think and feel about its offerings at any given moment in time. And as a result, this customer data is dependable and allows a business to better understand its customers and discover new ways to support them. 

2. Short- and long-term value

Your business wants to do everything it can to stay in ahead, both now and in the future. And with the right Customer Experience tools, your company can better assist its customers for an extended period of time. 

Customer Experience tools that empower a business to learn about its customers over the course of a day, week, month or year provide significant value, as they enable a company to better fulfill its customers' requests consistently. Thus, a company that invests in these tools instantly increases its chances to grow its brand and bolster its interactions with customers. 

Evaluating the short- and long-term value of Customer Experience tools is paramount. But if a business devotes the necessary time and resources to find the right Customer Experience tools and evaluate its Customer Experience levels consistently, this company can reap the benefits of these tools for years to come. 

3. Usability

User-friendly Customer Experience tools are essential; without user-friendly Customer Experience tools, a business may have trouble optimizing the value of these offerings day after day. 

For instance, consider text analytics, a Customer Experience tool that ensures a company can collect data from myriad sources instantly. 

Text analytics provides substantial return on investment (ROI) because it is easy to use. And over an extended period of time, a business can monitor customer feedback, gain actionable insights into its customers and find innovative ways to meet customers' demands. 

With text analytics, businesses of all sizes can learn about their customers and determine whether these customers think and feel positively, negatively or neutrally about its offerings. As such, text analytics provides a user-friendly option that a company can use to enhance its Customer Experience levels immediately. 

Why should businesses consider text analytics and Solution as a Service (SolaaS)?

On its own, text analytics ensure a business can collect and evaluate customer feedback from a variety of sources. And when text analytics is combined with Solution as a Service (SolaaS), a company can optimize the value of its Customer Experience tools. 

Together, text analytics and Solution as a Service provide companies with customer insights they may not be able to receive elsewhere. The combination of text analytics and Solution as a Service provides a business with actionable customer insights as well as support from experienced data scientists. 

With text analytics and SolaaS, a business can work with expert data scientists to better understand the customer data at its disposal. And with the support from these data scientists, a company will be able to learn about its customers faster than ever before and gain a competitive advantage that can help it boost its Customer Experience levels.

Summary

Not every Customer Experience (CX) tool offers guaranteed value for a business. In some cases, a CX tool may be difficult to use or fail to provide extensive customer insights that a business can use to enhance its CX levels. Furthermore, a CX tool may provide limited return on investment (ROI) because it lacks the ability to fulfill business' needs consistently.  With the combination of text analytics and Solution as a Service (SolaaS), however, a business has access to powerful CX tools. Text analytics and SolaaS together provide actionable customer insights, ensuring a company can learn about its customers and bolster its CX levels.