Category:
Multichannel Customer Journey Design
With our unique Engage-to-Influence™ methodology, we rigorously analyse the components of your existing customer journeys across multiple channels via a CX audit, including:
- Telephony – touch tone and speech recognition
- Social media
- Chatbots
- Live chat
- SMS
We assess your engagement gaps, benchmark you against your peers, and then make specific, costed recommendations, complete with quantifiable financial benefits. Whether it’s reducing call volumes or handling times, increasing customer self-serve rates, reducing customer churn, or increasing cross-sell opportunities, you’ll get specific business case benefits attached to each recommendation based on your financials.
From there, you get a series of practical, actionable customer journey blueprints and flowcharts that your engineers can build into your existing platform.
