A recent analysis from Bain & Company discovered that organizations that excel in customer experience grow revenues 4–8% above their market average. Gartner has also opined that “customer experience is the new marketing battlefront” and to survive in today’s intensely competitive market organizations should gear up to deliver a brilliant customer experience. However, many organizations are held back by legacy technologies as well as increasing pressure on budgets, staffing, and training.
Enter Low and No-Code platforms, revolutionary technologies that are enabling organizations to overcome various digital transformation roadblocks and amplify customer experience. While there has been a buzz around Low and No-Code development for many years, its adoption and use have grown exponentially since the Pandemic. Such platforms enable organizations to develop customized solutions conveniently, rapidly, and at scale to deliver a winning customer experience.
What is Low and No-Code?
Low and No Code development platforms are closely related and often both are mentioned in the same perspectives. However, it is important to not get confused between these two development approaches.
Low Code platforms, which involve some degree of coding, are meant to empower professional developers by simplifying and accelerating coding. Power Platform, Microsoft’s PaaS (Platform-as-a-Service) offering, is the most popular example of a low code platform. No-Code platforms on the other hand enable business experts to build applications without writing a single line of code. QuickApps and BeatBlip, AgreeYa’s much acclaimed products, are ideal examples of No-Code platforms.
Since the early days of software in the 1960s and ‘70s, there has been a clear distinction between software developers and everyone else. This system was created out of necessity, as software development used to be incredibly difficult and time-consuming to learn and master. However, both Low and No-Code platforms have democratized app development and allowed everyone from business experts to C-level executives to actively participate and even build apps to transform customer and employee experiences.
How is Low and No Code Transforming App Development?
According to Gartner, by 2024 about 65% of apps will be developed using Low or No-Code platforms, and around 66% of big companies will use at least four such platforms for app development. Similarly, Forrester predicts that the expected market size for Low or No-Code development platforms by 2022 will be $21.2 billion. Indeed, Low and No-Code platforms make it possible to create business applications using pre-built code snippets or blocks, and drag-and-drop interfaces, cutting back on the intense coding required for developing applications. This dramatically shortens the development time and costs for creating an application. Additionally, such platforms enable organizations to significantly enhance and promote a better customer experience. And a good customer experience inevitably contributes to brand success and assists businesses in reaching targeted marketing goals by fostering customer loyalty and converting leads.
Benefits of Low and No-Code Platforms towards Customer Experience
Injects Speed and Agility
Organizations can inject speed into their app development and process automation initiatives by leveraging Low and No-Code platforms. Such platforms enable developers to build and launch customer facing applications up to 80% faster. Automating core business processes with a traditional approach can consume roughly nine to twelve months but with Low and No-Code approach organizations can achieve the same within a span of a few weeks. With such solutions organizations can build powerful applications to address customer issues within the shortest time-lapse. Low and No-Code platforms allow businesses to be better equipped and more responsive towards customer requirements.
Delivers Better Digital Experiences
Today’s customers demand faster, flexible, more personalized digital experiences from organizations they do business with. Meeting customer demands is not a competitive advantage anymore. Exceeding those demands is what sets organizations apart in today’s challenging economy. Long waiting times, low first-time resolutions, and agents not having the right information are some problems that can frustrate modern customers.
Low and No-Code platforms deliver flexibility and speed to the organizations enabling them to build applications bringing data and insights together to rapidly improve customer experience. Such platforms also help agents provide better customer service through tools like real-time updates, lowered delivery times, better interaction, and targeted user feedback.
Empowers Employees & Reduces Costs
Low and No-Code platforms help organizations unleash the untapped potential of their employees. Such platforms trim and simplify app development in a way wherein employees can innovate faster and resolve day-to-day issues with ease. When equipped with such platforms, the employees do not have to wait for several months anticipating help from IT department or developers to create applications. Business experts can leverage such platforms to innovate and rapidly develop apps to mitigate various customer facing issues. Low and No-Code delivers endless possibilities to organizations. By utilizing these platforms citizen developers or power users can build:
- Apps to Automate Business Processes
- Forms and Workflow Automation
- Customized Application Development
Additionally, by empowering business users to innovate and build applications to automate business processes, Low and No-Code platforms reduce the Total Cost of Ownership for an application by up to 80%. While organizations can significantly boost customer experience it doesn’t need exorbitant investment.
Establishes an Innovation-driven Culture
According to McKinsey, in just a few months, the COVID-19 crisis has brought about years of change in the way companies in all sectors and regions do business. Most organizations have accelerated the digitization of their customer and supply-chain interactions and their internal operations by three to four years. To stay competitive in the new business and economic environment, organizations need to innovate seamlessly across all business processes. Low and No-Code platforms allow organizations to try out different approaches, as the time and resources required are very low. Such platforms encourage the business experts to brainstorm, innovate, and test new app ideas to transform customer experience. Additionally, these simple to use development platforms allow organizations to always stay ahead of the customer demands and constantly deliver next-gen services.
Today customers are pivoting towards businesses that are able to address their needs the fastest. Low and No-Code platforms are designed to meet this customer experience paradigm. Such platforms enable organizations to rapidly, safely, and easily transform their existing applications and deliver next-gen customer experiences. Low and No-Code platforms help businesses optimize the customer’s digital encounter with a brand and minimize frustrations. All these aspects are quintessential to building a strong customer base and setting the stage for revenue and business growth.
AgreeYa has been helping organizations small to large reimagine customer experience by leveraging Power Platform (as a Low Code platform), QuickApps and BeatBlip (our No-Code products). Want to learn more? Schedule a call today!