SuccessKPI brings together multiple channels (voice, text, email), multiple data sources (IVR, ACD, CRM) — over time (today, this morning, yesterday and last week) — to illuminate the entire customer experience.
Capture the customer Point of View in detail and have better than X-Ray vision
View, learn about and improve your customer journey
You strive to provide outstanding customer experiences. Know where you stand.
The full customer experience can only be understood by exploring the customer journey from end to end and across every channel. Before you focus on how to deliver a better experience, you first need accurate knowledge of what your customers are trying to do — within the full picture of their current experience.
As you develop a deeper understanding of the complete customer journey, you can begin building, styling, and improving the experience of every customer.
Start with the Outcome
What is the end result of a customer journey? The most fundamental component of any customer journey is the final business outcome. Design your intended Outcomes in SuccessKPI: map and identify the top business and customer priorities, conditions, and results you want to visualize and improve.
Get to know the paths that customers traverse along their journey. A path is the steps a customer takes while consuming a product or service. For example, when a customer wants to apply for a loan, they first do research, then select a vendor and complete forms to begin a process. The stages that follow may include verification, credit checks, data collection, and formal loan application and approval processes.
During each journey phase, there are touch points, called moments, when a customer interacts with your business. Understanding these moments is critical to delivering the best experience for each customer as well as to design and deliver a superior business outcome for all customers that interact with your business.
Moments are far more than just a phone call or a chat interaction. Figure out how best to personalize, measure and improve each moment — to nudge customers along on the right path and ensure that moments leads to a positive, intended outcome.
Discover the effects of each moment, and plan your CX strategy with SuccessKPI
Combine insight on moments across channels and across paths and have a complete view along the customer journey. Use Playbooks to plan outcomes at each phase. Combine speech and text analytics with Playbooks for a trove of novel information.
Connect all your datasets to SuccessKPI and set your flywheel in motion
Combine speech and text analytics data with other resources — such as Salesforce, ServiceNow, Google Analytics, or Amazon S3 to bring the entire journey into view. Build amazing customer experiences and drive trans-formative business outcomes.