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Customer Journey Mapping: What It Is & How to Get Started - PATLive - ContactCenterWorld.com Blog

Customer Journey Mapping: What It Is & How to Get Started

Customer journey mapping is gaining prevalence in the business world, especially within the realm of customer experience. Some CX experts might even say if your business hasn’t taken the time to create a journey map, it can’t properly serve its customers or anticipate their pain points. 

While there are many ways to create an exceptional customer experience, journey mapping gives companies a deep dive into their customers’ overall experience.

What is a customer journey map exactly? 

The customer journey is the overall scope of the average customer’s experiences with your brand, from the first touch to the moment they decide to move on to a competitor or no longer need the services. Why is it called a map? Once all of your data is boiled down to the key points, a map (or infographic) is created to give everyone in your business an easy-to-read overview of the customer’s entire journey.

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Who is doing it?

Any business that wants a better look at the entire customer journey and wants to create a more customer-centric business.

Why is it important?

If you want a strong grasp on what touchpoints your customer has with your brand, creating a customer journey map is essential. But there’s more! Here are some of the advantages of mapping out your customer’s experience.

  1. Creating a cohesive experience for your customers across all channels.
  2. Improving your customer satisfaction scores.
  3. Promoting more customer loyalty, ultimately generating more business.
  4. Placing all departments on the same page and helping to create cross-departmental harmony.
  5. Highlighting customer pain points and eliminating inefficiencies.

What should my customer journey map include? 

It’s 100% dependent on your business, what touchpoints you make available to your network, and what you’re looking to accomplish with your journey map. You could create one conclusive journey map with every touchpoint you offer, or you could create one solely for your customer support process. The important thing is to include every aspect of the journey you’re mapping which will help you identify any pain points and other opportunities for improvement.

Below are some examples of customer journey maps from Heart of the Customer and Dapper Apps.

How do I get started?

Do Your Research

Let’s say you’re interested in the experience from your prospect’s perspective. You’ll want to research your company and contact the company for information via every channel available to your prospects.

Get Your Team Involved

Don from sales will almost certainly have a different outlook on your intake process than Janet from the customer support team. Identify stakeholders in each facet of your business and include them in the mapping process. 

Map it Out

After gathering your data, you can map out the current state of your journey by listing every touchpoint. It doesn’t have to be fancy, customer journey maps using pen and paper can produce results that are just as impactful as those in a “high design” digital format. 

Analyze Your Journey 

Maybe you notice a few holes in your lead nurturing process. Perhaps your new sales are having issues that could be solved with a better onboarding process. Or even more eye-opening, you notice your support queue is overflowing and you’re losing hard-earned business. Whatever your findings, now you have what you need to make adjustments and become a top provider in your field.

Rinse and Repeat

Customer journey mapping is not a one-and-done process. Just as your business evolves, so does your customer journey. Regularly map your experience so it can scale with you as you grow. 


The way your customers experience your business is paramount to your success. Focusing your attention on a great product and high service levels is a start, but your customer should be front of mind when you begin exploring every touchpoint they have with your brand. 

Customer journey mapping is a great way to supply yourself and your team with a visual benchmark of the experience you’re providing. By placing yourself in the user’s shoes, you can gain new insight into your processes and identify opportunities to improve and grow your business.

Source: https://www.patlive.com/blog/customer-journey-mapping/

Publish Date: September 17, 2019 5:00 AM


2020 Buyers Guide Speech Technology

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
PH: 8005771872

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044

7.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.
PH: +972-9-9605894

8.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310

9.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 



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