If you aren’t viewing your business from the customer’s perspective, you may not be getting a clear picture. If we can understand how our customers feel at the very moment they are interacting with our business, we can make the customer experience effortless while increasing the bottom line. Is that possible? Of course, it is.
It’s in the data
Historical and real-time data are a gold mine of information. By leveraging this data, we can view live activity, listen to speech, track visits, understand interests, make suggestions, close deals, gauge satisfaction, and if needed we can more easily turn a negative interaction into a positive experience. We can also make a well-educated decision about how to handle future business and evolving customer demands. This predictive analysis is achieved through machine learning AI. You could call it a “crystal ball” for your business. It gives you the ability to be proactive instead of just reactive.
Be mindful of the customer experience
Not all customers are external to your business. While we fully understand the contact center’s need to provide a superior customer experience, enterprise business needs should not be ignored. Enterprise organizations have a workforce of employees who rely upon each other. They are essentially one another’s customer. Our results drive more revenue and increase profits by boosting sales and providing a more connected efficient workforce. Our objective is to gain a greater understanding from the behaviors exhibited, thoughts expressed, and actions taken during the customer experience journey. We must see it from the customer’s point of view.
Where the journey map takes us
Journey mapping uses the past and present to predict the future. Using journey analytics, we now have a map of visitor activity on a site, in an app, or in a conversation with your representative. By having this journey map, we get the insight we need to identify customer pain points as well as measure customer satisfaction. It’s good to know when your customers are happy. It’s even better to know when they are not. By leveraging this information, the journey map can take us to better places.
Ultimately, a map is used for guidance and navigation. It tells you where you are and shows you where you can go. It’s the same for customer journey mapping. We provide business stakeholders with actionable information required for better decision making, tighter teams, reduced costs, increased profits, and happier customers.
We want to hear your story. What drives your business? What challenges are you up against? Where are you on your journey? Give us a call. AVDS can help. We simplify and automate technology. We make it easy to do business.