Better Customer Journey Mapping In The Cloud

April 10, 2017 mellis

Better Customer Journey Mapping In The Cloud
Kevin McMahon
Monday, April 10, 2017 - 12:00 Customer Journey Mapping

It is no secret that positive customer experiences convert into sales. On the flip side, a poor customer experience can lead to less sales potential and even churn. According to research commissioned by West, almost one in three purchases are abandoned at the point of sale simply because the process wasn’t easy enough or the right information wasn’t available.

Top 3 Reasons People Considering Switching to a Competitor

71%

Difficulty finding out how to contact customer service

66%

Waiting in contact center queues with no call back option

66%

Dealing with a contact center agent who has no knowledge of the customer’s previous interactions

How to Use Customer Journey Mapping to Increase Sales

By adjusting your customer’s journey, you can meet their needs more effectively and position your contact center as a strategic, revenue-generating unit within the business. Yet all too often, companies find that their legacy on-premises contact center technology wasn’t built for the multichannel world.

The IT department struggles to integrate disparate systems in order to give agents a 360-degree view of the customer and the capital expenditure budget just can be stretched to include a new multichannel system. A more budget friendly opex cloud contact center solution, with always up to date features, can solve these issues.

3 Features Your Cloud Contact Center MUST Have

  1. A drag and drop menu that allows contact center managers to map out the best possible customer journey using real-time data
  2. The ability to re-configure your contact center within minutes to react to changing dynamics – for example offering customers a virtual place holder when monitored queues get busy
  3. A view of all customer interactions across all channels for your agents

Our Call Flow Editor video shows what’s possible with journey mapping in the cloud.


If you want to find out more about improving the customer experience and the benefits it yields to your bottom line, download our research report “Converting Customer Experience into Revenue.”

Get the Report

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