FAQs

These Frequently Asked Questions are here to help you find the information you need quickly and easily. If the answer you’re looking for isn’t here, drop us a line.

FAQ's

Welcome to our Frequently Asked Questions (FAQ) page! We understand that navigating through a website can sometimes be confusing, and you may have some questions about our products, services, or policies. This is why we’ve created this page to provide you with answers to some of the most commonly asked questions we receive. We hope that by providing this information, we can help you make informed decisions and have a better understanding of what we have to offer. If you don’t find what you’re looking for here, please feel free to contact us, and we’ll be happy to assist you further.

Welcome to Customer Touch Point - we’re here to help

Delivering a great customer experience is only getting tougher, and there are many pitfalls to trip you up. That’s why Customer Touch Point was founded – to help companies like yours avoid the pitfalls and create the best customer journeys with the best CX technology available. 

This page is designed to help introduce you to who we are, the benefits of working with us, and the value we offer.

Customer Experience Audit

Due to the data we have from conducting over 500 customer experience audits with large and medium-sized organisations, we can estimate accurately how long it will take for our recommendations to pay back, giving you the evidence you need to prove it to your stakeholders.  

Our clients are usually able to cut their call centre live contact volumes by between 10% and 20%, which earns a significant ROI on the audit within 6 months for most organisations. 

A customer experience audit will help you find out exactly what’s going wrong and offer practical, step-by-step recommendations on how to improve that will have an instant impact on your business.

At Customer Touch Point we’ve conducted customer experience audits with over 500 companies in every major sector – including well over 100 of the world’s most famous brands

Typically, clients come to us when their customer experience is not working the way they would like it to. Maybe your self-serve rates are low, you’re not achieving your desired ROI on recent self-serve technology, or your call volumes and call handling times remain stubbornly low.

Often, our clients have tried to fix the problem and it just hasn’t worked. Our CX audit will diagnose the problem and show you how to fix it – with no guess work necessary.

A customer experience audit, or CX audit, works by helping you to understand what your customers want to achieve when they contact you, what influences and affects them during the contact process and how you can make customer contact as effortless as possible.

Our CX audit combines our unique Engage-to-Influence™ methodology with our experience of conducting audits at 500+ companies and public sector organisations – to really get to the heart of what your customers want to achieve when they contact you.

Our CX audit rigorously analyses the components of your customer experience.
We take on the role of the customer and live the experience from their perspective.
The audit comprises up to 40 questions, each scoring between 0 and 5, split into 6 categories.
We calculate your ‘engagement gap’ in each of the 6 categories, highlighting precisely where you’re performing well and where you need to improve.
You get the results and recommendations within two weeks.
We’ve conducted CX audits for 500+ organisations
This includes every major industry sector, including:

  • Financial services
  • Retailing
  • Ecommerce
  • Consumer goods
  • Insurance
  • Healthcare
  • Travel and tourism
  • Transport and infrastructure
  • Telecoms
  • UK government departments

Whatever your sector, we have the experience – and the data – to help you uncover and solve your hidden CX challenges.

In the last 24 months alone, we’ve conducted successful audits for a top 3 UK supermarket chain, a leading home delivery retailer, one of the UK’s largest catalogue retailers, and one of the UK’s best known credit card brands.

We’ve helped some of our clients reduce call volumes by as much as 20% (and tens of millions of pounds in costs) off the back of the recommendations of our CX audit.

Not all contact centres will be able to achieve such significant reductions, but why not see what a 5% or 10% reduction in call volumes could mean for your business by booking a CX Audit.

On average, yes. We need only half a day of your time plus some anonymous survey responses, supporting materials and system access. We’ll do the rest, completing your audit in just two weeks.

The output of the audit is a detailed report with clear, pragmatic, instant impact recommendations, which we’ll talk you through during a thorough review meeting.

Once our CX audit is complete, you get a detailed report plus a raft of practical recommendations for what to improve. These recommendations are always tied to your business case, so you’ll be able to calculate the cost, the time to payback, and the likely return on investment.  

Most clients see significant cost of contact reductions, along with increased self-serve rates, improved C-sat scores, reduced call volume, reduced call handling times, and a higher ROI on their CX tech investments. 

Engage-to-Influence™  is a methodology developed by Customer Touch Point, designed to develop a sustainable way of creating customer journeys that work for the business and the customer. It ensures the customer stays front of mind at every point across the customer journey, whilst the brand still benefits financially. This methodology sits at the heart of every single project and a core part of our CX Audit offering.

You most likely know that you have a problem with your customer experience offering. But you don’t know what it is, how to find it, or how to fix it.

Our fast, in-depth customer experience audit is the only service on the market that assesses your CX offering from your customers’ point of view and uncovers:

  • WHAT your CX is like for your customers
  • WHERE your customer journey needs improving (and where it’s working well)
  • HOW to improve it (and what to replicate from your existing successes)

Every recommendation we make ties back to your business case. You’ll know exactly how long it will take to reach a positive ROI on our recommendations – and you’ll be able to make the business case for each change with your internal stakeholders.

Customer Service Accessibility Audit

Due to the data we have from our extensive experience of conducting over 500 CX audits with large and medium-sized organisations, we can estimate accurately how long it will take for our recommendations to pay back, giving you the evidence to prove it to your stakeholders.

You’ll have peace of mind from knowing that you’re joining the ranks of contact centre operations taking accessibility seriously and helping to improve the lives of over 18 million people in Britain who currently struggle to access customer services.

If you don’t currently know how accessible your CX is right now, you could benefit from this audit. If you work in any sector with a strong regulator – for example banking, insurance, utilities, or the public sector – you need to know how accessible you are in order to prove legal compliance.

If you’re getting complaints about poor customer experience from customers with accessibility issues, you need to investigate further. If you’re experiencing multiple repeat contacts, this is often from customers with accessibility issues.

Customer contact is a source of pain and frustration to 18.4 million people in the UK with accessibility issues. If you don’t have enough customer service accessibility measures in place, you’re potentially freezing out almost 1/3 of the UK population. That risks possible fines, reputational damage, and millions in lost revenue.

Our fast, in-depth customer accessibility audit assesses your CX offering from your customers’ point of view and uncovers:

  • WHAT part of your customer journey is inaccessible
  • WHO it’s inaccessible for
  • HOW to improve it

The customer service accessibility audit assesses your CX based on how well you account for people lacking one or more of the following key skillsets:

  • Hearing
  • Speech
  • Dexterity
  • Vision
  • Linguistic ability
  • Language comprehension
  • Memory
  • Intellectual processing

To conduct a customer service accessibility audit, we just need a day of your time plus some anonymous survey responses, supporting materials and system access. We’ll do the rest, completing your audit in just two weeks.

The output of the audit is a detailed report with clear, pragmatic, instant impact recommendations, which we’ll talk you through during a thorough review meeting.

Phase 1: a snapshot audit looking at the services you provide to customers with accessibility needs.

Phase 2: a scenario-based audit focusing on the accessibility of specific contact centre services for people with a range of skillset gaps. This step also involves workshops and questionnaires with staff members

Output: You get a weighted score of the accessibility of your existing customer experience, along with practical recommendations for how to plug your accessibility gaps, complete with evidence to help you make the internal business case for change.

Supporting clients in all major sectors
We can conduct customer accessibility audits for organisations in every major industry sector, including:

  • Financial services
  • Retailing
  • Ecommerce
  • Consumer goods
  • Insurance
  • Healthcare
  • Travel and tourism
  • Transport and infrastructure
  • Telecoms
  • UK government departments

So, whatever sector you’re in, we have the ability and expertise to help you uncover and solve your hidden accessibility challenges.

Once our customer experience audit is complete, you’ll get a detail report with all the evidence, plus a raft of practical recommendations for what to improve. These recommendations will allow you to calculate the cost, the time to payback, and the likely return on investment of making the changes.

Ensuring customer accessibility for all is both a legal obligation and a massive business opportunity. More importantly, it’s also the right thing to do. Failing to provide accessible services leaves you exposed to multiple risks including regulatory fines, reputational damage, lost revenue and increased costs.

Our accessibility audit is the only service of its kind to assess the accessibility of contact centres. Developed in partnership with a number of charitable and not-for-profit organisations with a focus on accessibility issues, this audit will empower your organisation to:

Pinpoint Your Accessibility Issues
  • Our rigorous methodology and question-sets grade your CX from the perspective of customers with accessibility issues. We score your accessibility and work out where your accessibility gaps are.
Devise a Practical Improvement Roadmap
  • Once we’ve assessed your accessibility gaps, we use that data to devise a roadmap of specific, actionable steps you can take that will have an instant impact, complete with ROI estimates and payback timescales you can use to build a business case.
Improve Your CX Accessibility
  • Accessibility is not just about those who are officially disabled. When you add those with low English language proficiency and factor in over-65s with accessibility issues, there are over 18 million people whose lives you could improve.
Grow Your Market
  • Access billions in combined estimated spending power by opening your services to those with accessibility needs. Treating them like valued customers will pay off big time when you increase your customer base and your profits.

Multichannel Customer Journey Design

Increased costs. Repeat visits. Longer contact handling times. Customer churn. When your customer journeys aren’t working right, you know it. Even if you don’t know what needs fixing.

We diagnose where your journeys have issues – whether in a single channel or across multiple channels – and quantify the negative impact on your bottom line. We then design practical blueprints that your engineers can use to improve your customer journeys right away.

You don’t even need to buy any new technology – you can make all the necessary improvements on your existing infrastructure. (Although if you do want new technology, we can help you select that too.)

You can prove ROI through improvements to customer feedback scores. You can also use a measurement framework based on your cost of contact. Contact channels usually provide great base data to work with (if yours doesn’t you need to talk to us!) and this can be used to create a clear benefits framework that demonstrates ROI.

Customer journey design can be used to influence behaviour and as a result specific business objectives. This is where a lot of journey design falls down, meaning targets can be missed and ROI is lower than expected. However, using a design methodology that is proven to actively influence customer behaviour means that you can achieve both operational and CX objectives.

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
  • Email
  • SMS
  • WhatsApp

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.

Customer journeys work best when there is a detailed understanding of how you actively engage your customers – in brand tone of voice, specific contact channels and based on the reason for contact. This can be hard to do internally because you are sometimes too close to business operations. Bringing an experienced, external pair of ‘fresh eyes’ in to your business, who know how to engage customers can cut through some of the ‘clutter’ and add a lot of value in a very short space of time. Read How to build a customer journey map that works for useful tips.

A bad customer journey can lose you customers and generate complaints. It can also result in negative sentiment, which spreads through word of mouth and social media, resulting in possible damage to the brand you have worked so hard to develop. Read How to build a customer journey map that works for useful tips to make sure you avoid a negative impact on your customers.

A customer journey is what a customer has to do to interact with your organisation. You can measure journeys over different periods of time and multiple aspects of the process such as digital and its link to telephony or web chat. Mapping a customer journey and plotting it against customer feedback at each touch point is a valuable way of understanding whether your customer journey is negatively or positively impacting on customer experience.

A good customer journey works for you and for your customers. It uses language that is easy to understand, flows naturally and engages customers at every touch point, creating positive emotions such as trust and confidence. The good news is that achieving this has many commercial benefits too. Read How to build a customer journey map that works for useful tips on developing a good customer journey.

You need to design journeys for all customer contact channels. Phone, IVR, social media, SMS, chat and web are the main ones but as new technologies come out we always make sure we can design effectively for them too. Read How to build a customer journey map that works for useful tips on customer journey design.

Customer journey design is important because, to your customers, the journeys are your business. Your customer journeys affect how your customers feel about you and whether they will continue to do business with you. Using design that engages customers enables you to influence behaviour within the customer journey and delivers ‘win-win’ experiences, which work for you and your customers. For more on engaging customer positively, read Engage-to-Influence – Positively changing behaviour.

System Integration Consulting

Our approach is that we know how to integrate CX systems in a way that still delivers an effortless experience and reduces operational costs. Not all system integrators have that in mind and will focus on letting the technology do all the communicating. We align our systems integration approach to your CX objectives and strategy. Achieving objectives like digital transformation requires more than that and by using our Engage-to-Influence™ methodology we can deliver Systems integration that’s truly fit for purpose for CX leaders.

As part of the service, we do a full requirements gathering exercise, advise on the best approach for your business, and manage all design and delivery. What’s more, if we found that your current tech stack wasn’t the best for the job, then we’d recommend alternatives (we’re completely agnostic) based on a whole market assessment.

We integrate across all CX technology platforms, such as contact-centre-as-a-service, live chat, CRM and analytics. You’ll find more about the technologies we work with on our CX technology page.

Customer Experience Technology

As contact centres continue to struggle to hire and keep agents, technology has an increasingly important role to play in streamlining the contact process, making it easier for customers to solve their queries whilst enabling contact centres to reduce the cost of contact. 

All customer experience (CX) technologies have the potential to reduce the cost of contact. However, you must choose and implement the right technology for your customers, otherwise you will only increase your cost of contact.

More information:  

We provide a full range of CX technologies to suit the specific needs of your business and your customers. Our CX technology platforms and solutions include Digidesk customer feedback software, Talkdesk Contact Centre as a Service platform, CX automation, Visual IVR, CX analytics and CRM implementations.

About Customer Touch Point

We’ve worked with 500+ organisations in every major industry sector in the UK, including financial services, retail, logistics, ecommerce, consumer goods, healthcare, travel and tourism, telecoms, infrastructure, and UK government departments. That means that, whatever your challenges or contact centre needs, we’ll have worked with a company in your sector to achieve similar outcomes

Customer Touch Point is an independent customer contact strategies and solutions company. With our extensive experience of conducting customer experience audits, building CX improvement roadmaps, designing multichannel customer journeys, and implementing specific customer contact technology solutions, we’re sure to be able to help you achieve your desired customer contact technology outcomes. Find out more.

We’re a ‘people-first, technology second’ kind of CX business. Everything we do is based on using a pragmatic combination of human intelligence and emotional understanding to give CX leaders the right tools for the job, and the very best experience for their customers.  

All of this is based on a unique methodology and a genuine passion for doing the right thing. We’ve helped over 500 organisations in every major sector to uncover and solve their CX challenges – and we can do the same for you. Find out more.

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Get in touch

To find out more about how our range of services can help achieve your desired CX goals and outcomes, why not get in touch?