Understanding every interaction that your customer has with your business, in detail regardless of the channel or their position in a process is vital when it comes to improving that experience. And why is that important? To win customers, retain customers, be competitive, improve customer satisfaction, encourage advocacy, and make your service easier to deliver – which comes with a whole host of additional benefits of its own.
Whether you’re looking to optimize your call flows, implement intelligent call routing, new customer service capabilities or just generally make some improvements than have a look at the infographic below which walks you through the process of ‘Customer Journey Mapping’ – a process which, when done correctly, will really help you to truly understand those important experiences. Enjoy!