At first glance, customer journeys are pretty simple. You offer something and a customer buys it but delve a little deeper and customer journeys can be quite complex. Today, customers engage with your business in a multitude of ways and from many different starting points, for example, marketing, referrals, search, social media, customer service enquiries and above-the-line campaigns. To deliver the best possible service, it makes sense to map out every touch point and create a visual representation of your customers’ experience from beginning to end. However, in our complicated mobile-first, omni-channel, social-enabled world, it’s easy to fall into a few traps and make mistakes along the way.
Beware of the following pitfalls to guarantee no customer interaction slips through the cracks:
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Breathe, count to ten and take a measured approach to customer journey mapping and avoid falling into the same old traps. Let your contact centre become the engine room of great customer service and, in so doing, add real strategic value to your organisation’s business performance.
About Thomas Rødseth:
Thomas has worked in the telco sector in Europe for over 20 years, including companies such as O2 and Telenor. He has a background in managing large contact centres, employing more than 1,000 agents, giving him first-hand experience of trying to achieve operational efficiencies whilst delivering a great customer experience.
Puzzel (formerly Intelecom) builds on 20 years’ heritage. It was one of the first pioneers to develop a cloud-based contact centre. Puzzel also encompasses leading mobile messaging and mobile payments to deliver a flexible and customisable customer interaction platform to meet the needs of today’s omni-channel and mobile environments. Headquartered in Oslo, Norway, Puzzel employs over 130 people who are all passionate about delivering innovative customer interaction solutions for contact centres and mobile environments.
Published: Monday, October 16, 2017
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Back Office Solutions
Although the customer-facing type of tasks is essential to good customer experience, tasks being done in the background is as important.
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