The introduction of low code/ no code solutions has revolutionized software development and accelerated digital transformation. These solutions have addressed and solved one of the IT industry’s most pervasive pain points, which was getting skilled developers and engineers to build applications. These solutions have also simplified the lengthy process that was until now associated with traditional coding. Today, with low code/ no code platforms, people who have limited knowledge of coding can become developers. A report by Gartner, indicates that 80% of technology products and services are estimated to be created by people who are not technology professionals, by 2024.
The impact of the introduction of low code / no code solutions goes beyond the IT industry. The cascading effect of these solutions also facilitates an enterprise’s ability to refine how customer service/ experience (CX) is delivered. It allows any organization that needs to regularly connect with its customers to keep a finger on the pulse of changing market demands and customer needs and then adapt with agility.
Great customer service results in loyal customers and business growth. Therefore, the question is how does low code/ no code positively impact CX to build a strong customer base and eliminate frustration or friction, while simultaneously promoting revenue and business growth?
Customer service and retention is at the core of business growth. It presents the possibility of increased sales and opportunities to cross sell or upsell. Excellent CX builds customer loyalty and a positive brand perception. A Bain & Company analysis showed that companies that excel in building great customer experiences grow revenues by 4%–8% above the market average. This is where low code / no code plays a critical role in the CX ecosystem for brands and businesses.
Low code / no code development platforms are types of visual software development environments that allow enterprise developers – or ‘coders’ – and citizen developers – to drag and drop application components, connect them together and create mobile or web apps. These features allow non-technical users to achieve what was previously only possible with coding knowledge.
This cuts down on the lengthy processes of having leaders translate their needs through multiple layers of an organization. By fully automating the back-end technical processes, these tools make it easier for more people across different departments in the business to deliver seamless and enhanced CX. The use cases that can be addressed are endless.
The usage of this technology is not limited to one area of focus such as customers calling for service. It goes beyond to assist businesses to better serve customers by recognizing exactly who they are and where they are on their journey with the brand, while helping customers attain better outcomes.
The need for rapid delivery
Traditionally, automating core business processes typically took nearly a year to implement. Now, with the potential to solve complex issues and challenges in a matter of weeks, these solutions present enterprises the opportunity to build powerful applications to address customer issues easily and swiftly. Low code / no code platforms allow businesses the flexibility to quickly deliver innovative apps or effortless update existing apps, to keep pace with customer expectations and CX trends.
As we move forward low code / no code has great potential to impact and reimagine the CX of the future. The utility of this powerful solution is further amplified when combined with other solutions such as Conversational AI and automation. It delivers more user-friendly business interfaces for increased automation and fast, easy implementation, enhanced knowledge-based guidance for increased agent efficiency and accuracy. Overall, the benefits for businesses are vast. Helping to remove any friction from adoption will also help unleash the power of AI across multiple industries, bringing CX to a whole new level.
Regardless of the size of the enterprise, low code / no code integration promises multiple benefits. It is irrevocably carving the future of enterprise AI solutions for more significant opportunities and greater business success.
(The author Ravi Saraogi, Co-founder and President of Uniphore APAC and the views expressed in this article are his own)