Elevate CXM: Acquire and Customize Our Open-Source hearme Solution for Seamless Customer Experiences
Published: 2024-02-06 09:18:40

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## Introduction:

In an era where customer expectations define the success of businesses, the significance of Customer Experience Management (CXM) cannot be overstated. Beyond mere transactions, businesses are now focusing on fostering meaningful interactions and connections with their customers. CXM has emerged as the linchpin for companies striving to deliver exceptional experiences, build brand loyalty, and stay ahead in a competitive landscape.

From the initial point of contact to ongoing interactions, CXM shapes the overall perception a customer holds. Positive experiences lead to satisfied and loyal customers, who, in turn, become brand advocates. Conversely, neglecting the customer experience can result in customer churn, negative reviews, and a damaged brand reputation.

In today's dynamic business environment, where choices are abundant, businesses that prioritize CXM gain a strategic advantage. A seamless and personalized customer journey not only attracts new customers but also retains existing ones, ultimately driving sustainable growth.

Amidst this CXM revolution, Open-source hearme solution is an innovative tool designed to elevate customer experiences to new heights. It is not just about listening; it's about understanding, responding, and creating a dialogue that resonates with your customers.

## Why open-source matters for CXM:
Implementing a robust Customer Experience Management (CXM) solution involves addressing a variety of complex requirements to ensure seamless and effective customer interactions. Here are some challenging requirements often associated with CXM solutions:

- Survey builder: flexibility with many types of surveys
- Multi-Channels for collecting feedback: online, offline, web, email...
- Real-Time Data Processing: data analytics, close the loop
- Scalability: scale-up system, permission and role management
- Personalization
- Integration with Existing Systems

**These make challenges of In-House CXM development:**

- Cost and Resources
- Time-to-Market
- Continuous maintenance and updates

By adopting our open-source hearme CXM solution, designed to alleviate the challenges associated with building and maintaining an in-house platform. Here's why embracing open source matters for CXM:

- Cost-Effective Solution
- Community-Driven Innovation: businesses tap into a global community of developers and CXM enthusiasts in GITHUB and Discord
- Flexibility and Customization.
- Reduced Time-to-Implementation
- Transparent and Secure: visibility into the codebase, enhancing security and fostering trust. Any potential vulnerabilities are identified and addressed swiftly.

## Overview of hearme open-source modules:
In the intricate landscape of Customer Experience Management (CXM), the adoption of microservices has become essential for businesses seeking agility, scalability, and adaptability. hearme, our open-source solution, embraces the power of microservices to unravel the complexities associated with CXM. Let's delve into architecture and component in hearme platform:

- hearme core: in the center of high level architecture, providing service for entire system
- Channels for Collecting customer feedback: These are open-source modules, include web, and mobile app.
- Management System: for managing feedback system. It includes mobile and web apps. They are open-source modules, too.
- Integration Methods: for sending data back and forward
- Plugins: to extend system features
- Advanced Data Analytics System.

With open-source all frontend modules, any business can gain unlimied ability to customeize and enrich system’s features as you want. You don’t need to forcus on intrcated backend services, leave for us, and concentrate to you service for you clients.

**Here are benefits from Open-Source Frontend Modules:**

- Flexibility and Customization.
- Accelerated Development Cycles.
- Collaborative Community Contributions
- Cost-Efficient Solution.
- Interoperability and Integration.

**Use cases to acquire hearme open-source platform**

**- Group 1: Businesses enhancing internal CX**

In the realm of businesses seeking to elevate their internal Customer Experience (CX), hearme's open-source platform emerges as a versatile solution. Here's a step-by-step guide for organizations aiming to improve their own customer experiences:

- Step 1: Adopt hearme CXM solutions.
- Step 2: Customize and Integrate (If Needed).
- Step 3: Acquire backend service package.

**Group 2: CX Businesses delivering external CX solutions**

For businesses in the Customer Experience (CX) sector aiming to offer CXM platforms to their clients, hearme's open-source platform provides a comprehensive toolkit. Here's a detailed roadmap for these CX-oriented enterprises:

- Step 1: Adopt hearme CXM solutions.
- Step 2: Customize and Integrate (If Needed).
- Step 3: Resell Backend Service Packages.
- Step 4: Create your website and support page: Establish your online presence by creating a dedicated website and support page. Utilize Hearme's support, including landing page assistance and help page development, to showcase your CXM offerings effectively.
- Step 5: Provide Additional Services: Beyond the platform, extend your services to include CX consulting, implementation support, and collaborative CX initiatives. Position yourself as a comprehensive CX partner, offering end-to-end solutions to your clients.

**Adopt open-source hearme modules**
Our solution includes all open-source frontend modules and backend service (On cloud). You can download open-source modules, customeize them and deploy them into platform:

**Feedback channels**
**- Web feedback channels:** include desktop and mobile versions. Deploy them into webserver

**These are repositories:**

**1. cx_desktop:** for desktop web channel. URL at: https://github.com/hearme-vn/cx_desktop

**2. cx_desktop:** for mobile web channel. URL at: https://github.com/hearme-vn/cx_mobile

**- Kiosk feedback channel:** an mobile application for collecting feedback on mobile device. Available for Android and iOS platform.

Repository: hearme station at URL: https://github.com/hearme-vn/hearme_station

**Administration modules**
- Web application for managing your entire customer experience system. Hosted on webserver.

Module repository at: https://github.com/hearme-vn/hearme-Zeus

- Mobile application for efficiently managing your entire customer experience system. Available for Android and iOS platform.

Module repository at: https://github.com/hearme-vn/mobile-Zeus

Following all document guide in these repositories for running and deploying to their containers

**Customization and Integration:**
Unlocking the full potential of hearme's open-source platform empowers businesses to craft tailored solutions that precisely meet their unique requirements. Here's a breakdown of the customization and integration capabilities that hearme offers:

**Customization**
- Customize feedback channels modules: Modify the user interface, branding elements, and interactive features to reinforce your trademark and unique brand identity.

- Customize adminstration application: Add functionalities such as customized reports, advanced analytics, and integrated AI features to bolster decision-making and streamline your CX management.

**Integration**
- Intercept before and after sending feedback; attach and tracking customer information..

- Hook function: allowing to process feedback in real-time

- Get feedback data for analysing

- Integrate with other through Zapier app

**Documentation and Support:**
Help page for integration: https://hearme.vn/help/en/integration/#apis-and-guide

This page support for:

- Hook function integration

- Feedback plugin

- Report Plugin

- POS System Integration

**pdf document:**

- Full Programming APIs - Hearme for Developers APIs version 2.0.1: https://hearme.vn/help/en/statics/hearme_dev_APIs_v2.0.1.pdf
- Integration for Online feedback Channel: Hearme for Online Channel 2.0.1: https://hearme.vn/help/en/statics/hearme_dev_APIs_ONLINE_v2.0.1.pdf
- Integration for feedback Kiosk: Hearme for Kiosk Channel 2.0.1: https://hearme.vn/help/en/statics/hearme_dev_APIs_SYN_v2.0.1.pdf
- Integration with Zapier: Hearme - Zapier Integration: https://hearme.vn/help/en/statics/hearme-zapier-documentation_202208.pdf

**Future Roadmap**
In our upcoming upgrade, we are placing a significant emphasis on harnessing the power of Artificial Intelligence (AI) to elevate productivity and pioneer extraordinary virtual experiences with seamless assistance. It includes:

- CX Expert Assistant Powered by AI for CX Practitioners:

- Employee Assistant

- Customer Assistant Integrated into Feedback Channels

**Conclusion**
In the evolution of hearme's open-source platform, the future promises a groundbreaking intersection of AI and customer experience. Our forthcoming upgrade introduces AI-driven CX Expert Assistants, Employee Assistants, and integrated Customer Assistants, revolutionizing how businesses engage, operate, and excel in the dynamic landscape. As we continue to forge ahead, the synergy of open-source flexibility and AI innovation will redefine the realms of productivity, decision-making, and customer satisfaction.