Customer Journey Analytics: To Analyze Your Customer?s Experience
Posted by voziq on December 5th, 2016
One of the ways to improve the experience of your customers is to understand and listen to what they are saying. Having a reliable customer journey analytics platform can be helpful in this regard. The purpose of customer journey analytics is to help you analyze your customers’ experience from contact center agent notes and customer feedback data and surveys. That unstructured data can be useful when you want to come up with ways to improve the customer journey and experience. Customer journey analytics lets you see your business through the eyes of your clients. At the same time, it lets you have a unified view of their intent, sentiment, and journey.
With customer journey analytics, you can place all trends and metrics together and retrieve them from a centralized location. That way, it is easier to communicate, visualize, and explore using scheduled reports and self-service dashboards. Leading customer experience analytics solutions come with an extensive visualization library and event alerts, too. Hence, everything you need is in one place, including solutions that can provide operational support to increase your ROI.
Cloud-based customer journey analytics can be practical for a contact center that has multiple branches across the country or around the world. This set up makes it easier for the entire company to collaborate and access data all from one place. The platform can automatically alert you on significant changes in customer sentiments on specific categories, while allowing you to export root cause analysis and key sentiment drivers charts for your business meetings. Action reports can be provided to empower service recovery care of specialists.
Advanced customer journey analytics come with cloud-based text analytics to aid contact center interactions. That way, you and your agents can easily demystify the customer experience using agent notes. Effective platforms can obtain customer experience data from a large sample of your customers. Surveys and agent notes can be aggregated to be integrated with data from billing systems and CRM platforms for further segmentation, too. Upon application of cloud-based text analytics, blind spots on customer experience can be eliminated. Built-in industry-specific and sentiment analysis libraries can be developed to categorize and extract sentiments and their root causes, trends, and drivers.
About The Company:
VOZIQ is a Washington D.C. based technology company helping enterprise contact centers mine customer interactions to improve customer experience and contact center performance. Our managed analytics services offer benefits of synergy of cloud-based technology, proven solutions and a team of industry experts.
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