Name: Augment CXM
Author: Augment CXM

Communications Outsourcing

Help Desk

Web and Video Conferencing

Customer Support

Text Editors

Development

Business Intelligence (BI)

Collaboration

Desktop Publishing

Diagramming

Interactive Voice Response (IVR)

Meeting Management

Operational Analytics

Project Portfolio Management

Enterprise

Accounting

Blockchain Payments

Cryptocurrency Mining

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employer of Record (EOR)

HR Management

Payroll

Stock Option Plan Administration

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Archiving

Cloud Storage

Continuous Delivery

Data Fabric

Endpoint Encryption

Enterprise Backup

File Sync and Share

Firewall

Fraud Detection

IT Service Management (ITSM)

Infrastructure Capacity Planning

Integration Platform as a Service (iPaaS)

Network Operating Systems

Network Performance Monitoring

Network Traffic Analysis (NTA)

Network Virtualization

Phishing Detection and Response

Virtual Desktop Infrastructure (VDI)

Voice Recognition

Web Application Firewalls

Web Scraping

Zero Trust Security Solutions

Information Technology

A/B Testing

Ad Serving & Retargeting

Advertising Agency

All-in-One Marketing

Business Card Scanning

Content Management

Digital Experience Platforms (DXP)

Email Marketing

Graphics

Location Intelligence

Marketing Automation

Social Media Management

Survey & Forms Building

Translation

Web Analytics

Marketing

Professional Services Automation

Project Management

Professional Services

Customer Relationship Management (CRM)

Proposal

Sales

Operational Technology (OT) Security

Security

Auto Repair

Camp Management

HIPAA Compliance

Homeowner's Association (HOA) Management

Legal Research

Municipal

Trucking Software

Vertical-Specific

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Users have made several recommendations for Augment based on their experiences with the product and the company. The most common recommendations include:

- The user-friendly interface and easy setup of Augment have been praised by reviewers. Users appreciate how intuitive and straightforward it is to use the platform, making it accessible to users of all levels of technical expertise.

- Customers have expressed their satisfaction with Augment's commitment to continuous improvement. Users have noted that the Augment team is constantly working on enhancing their infrastructure and providing swift updates, ensuring that the product remains up-to-date and efficient.

- Some users have highlighted the effectiveness of Augment's AI feature, which has been described as impressive so far. This feature seems to be a standout for customers who have utilized it, suggesting that it adds significant value to their experience with Augment.

Predictive CSAT Indicator: Users have praised Augment CXM for its standout feature, the predictive CSAT indicator that provides real-time feedback on customer satisfaction. Several reviewers have stated that this feature has been invaluable in helping customer service representatives and supervisors take immediate action during chat conversations if necessary.

Cutting-Edge Technology and Integration Support: According to multiple reviewers, Augment CXM has greatly enhanced their organization's AI competency by providing cutting-edge technology and integration support. This has made the software an invaluable extension of their company, enabling them to stay ahead of the curve in terms of customer experience management.

Real-Time Identification and Display of Responses: Many users appreciate Augment CXM's ability to identify and display responses in real-time during chat conversations. This feature not only streamlines the workflow for customer service representatives but also improves efficiency by suggesting answers based on ongoing conversations. Reviewers have found this functionality to be extremely helpful in handling chat interactions quickly and efficiently.

Steep Learning Curve: Some users have found that the learning curve for customer service representatives to fully utilize Augment CXM is steep. They feel that it takes considerable time and effort for them to become proficient in using the software effectively.

Grammatical Mistakes: Concerns have been raised by some users regarding grammatical mistakes in the statements generated by Augment CXM. These users believe that improving the clarity of these statements through better grammar would enhance their overall experience with the software.

Lack of Real-time Updates on Scores: A limitation highlighted by some users is the lack of real-time updates on scores in Augment CXM. They express a desire for immediate access to updated information, which they believe would enable them to make more informed decisions in real-time.

Users of Augment CXM have reported a significant improvement in their CSAT scores, which have reached an all-time high since implementing the software. This boost in customer satisfaction can be attributed to the software's ability to help users handle chats more efficiently. By providing instant responses and modifying statements for quicker issue resolution, Augment CXM has helped users reduce chat handling time, allowing them to provide timely and satisfactory support to their customers.

One of the key use cases of Augment CXM is its ability to provide valuable insights for analysis and reporting. Users can easily track data count, skill count, and the status of active and inactive resources at a glance. This feature has proven to be immensely useful for users in analyzing agent performance, identifying areas that need improvement, and making data-driven decisions to enhance customer support operations.

Another important use case of Augment CXM is its role in facilitating efficient agent training. Coaches have found that the software enables them to train agents more effectively by providing macros and necessary tools that are readily available for multitasking and handling multiple chats simultaneously. The custom macros feature has received praise from users as it makes managing responses during busy periods fun and easy, ensuring that customers receive prompt and accurate assistance.

In addition to enhancing productivity, Augment CXM also contributes to a better overall chat experience by providing a sense of security and helping alleviate stress or irritation during interactions with customers. This not only improves the quality of support provided but also helps maintain average response times at an optimal level. By addressing these two key priorities, Augment CXM proves to be a valuable tool for users looking to elevate their customer support operations while maintaining high standards of service.

OvationCXM is a Customer Experience Management (CXM) company helping businesses and their partner ecosystems deliver  customer experiences with complete visibility and precise control.

Reactive

Asissted

Automated

Proactive

CXMEngine by OvationCXM

Basic

Keatext

Augment CXM

Customer Experience Management (CX, or CXM, or alternately CEM) is an approach to guiding the customer experience with an emphasis on personalization, customer journey, feedback, knowledge, and self-teaching. CXM platforms present a centralized place to oversee and manage the customer experience through integrations with a web content management system, a CRM, and other sources of data to improve customer engagement and enhance the online user experience.

Customer Experience Management

Customer experience management

Features that allow businesses to track customer sentiment and feedback, analyze and optimize the customer journey, and personalize content and website experiences for users.

Multi-channel customer feedback collection

The ability to collect qualitative and quantitative feedback from customers across a range of inputs. These could include in-app polls and surveys, email surveys, comments made on social platforms, SMS / messaging comments, NPS score, customer contributed videos, and focus group interviews.

Product usage analytics

The ability to see how, where, and when users are using your platform (e.g. how long users spend on a page, which actions they take, etc.)

Customer experience profiles

Profiles that correspond to individual customers or accounts and display a record of interactions your brand has had with that customer.

Customer experience dashboard

A dashboard that shows an aggregated view of things like customer sentiment, churn risk, qualitative and quantitative feedback, etc.

Customer journey mapping

The ability to map out the journey your customers take by persona.

Churn risk scoring

A score or metric that predicts how likely a given customer or account is to churn. This may be more relevant for B2B companies.

AI-powered recommendations

Customer experience optimization recommendations that are driven by AI-recommendations.

Website A/B testing

The ability to A/B test your website and optimize parts of the customer experience with your product.

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

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