Getting to know your customer’s journey › wp-content › uploads › 2019 › 05 › ... ·...

1Getting to know your customer’s journey

2Getting to know your customer’s journey 2Getting to know your customer’s journey


A customer journey is the set of interactions a customer has with your business that includes the awareness, consideration and decision stage.

In order to properly manage it in this digital and omnichannel era, it is necessary to improve Customer Experience. Omnichannel is when communication channels and their supporting resources are designed and orchestrated to cooperate, building a coherent and evolving cross-channel experience.

Consumers are better informed, better connected, more communicative, and more in control than ever. They’re better informed through the increased ability to access and shift an abundance of information anytime, anywhere.

They’re better connected through the ability to instantaneously communicate with others across time zones and social strata. They’re more communicative through the ability to publish and share their ideas and opinions.

They’re more in control through the ability not only to personalize their information and entertainment consumption, marketing messages, and the products and services they buy, but also to gain satisfaction on demand.

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Getting to know your customer

Keep customers engaged

Your team is their team

- Leverage customer information- Omnichannel service- Generate a real connection

- Listen to your customers- Reach out to your customers- Key metrics

- Play hard, Work hard- Motivation through rewards- Constant feedback



Customers have grown accustomed to getting what they want on demand from multiple sources simultaneously. For this, it is necessary to provide a unique identification element of the client for the different communication channels offered. This is crucial as the only way to map the omnichannel customer journey is to be able to identify the same client through all the points of interaction.

Their time is a precious commodity, so they want information in a format that they can scan for relevance before investing examining the detail.

Use a software platform that can put together every claim, comment and suggestion your customers make once they communicate with you. Make data accessible for any agent in a simple way so the historical of the interactions can be easily analyzed while speaking with the client.

Customers want everything their way, so it is essential for you to have the channels that suit their needs better.

Do you actual care about me? This is the first thing clients feel while interacting with a business. In order to rock your customer service skills, it is necessary for you to create real human relations with your customers, showing empathy and understanding.

Leverage customer information

Omnichannel service

Generate a real connection



Are you good at what you do and should I trust you? Customers have grown to have a very low attention span, so it is vital to offer useful, entertaining content. Not only this, but they have to realize that the person they are talking to has sufficient competence in order for them to trust in the information they are providing. In this way, you will be able to keep them engaged with you and more communicative.

Your customersCustomers are letting producers know what they want in no uncertain terms: the level of interaction between producer and consumer is unprecedented. Leverage the informationyour customer provides to improve what you offer.

Listen to

Your customersIn order to get them engage, you need to meet them in every platform they are active. You need to be available, because they won’t spend time lookiing out for you.

Reach out to

Some measurements discourages agents from taking the time to understand the emotional needs of the customer. Most of the KPI’s are focused in a fast customer service, and this affects the ability for agents to be warm and empathic in the interactions.

Key metrics

Keepengaged


Customers need to feel that whomever is talking to them, is on their side too. Your team has to be trained in order to provide the best service they can, treating customers as a friend. Your agents need to work together with your customers, in order to achieve an amazing outcome.

Play hard, Work hardIn order for your employees to have an excellent performance, it is necessary to keep them motivated and committed to what they do by establishing clear daily goals. Implementing gamification in the workplace is an excellent business strategy.

Motivation through rewardsIn line with gamification, agents can be rewarded with extra payments, schedule flexible work hours as well as giving them free breakfast to employees who reached their goals. This can be implemented in gamification too.

Constant feedbackBadges and other recognitions help keep employees motivated and committed to delivering great service to their customers. Celebrating employees successes with even the smallest acknowledgement can brighten their day.



“The responsibility of a company is to serve the customer. The responsibility of leadership is to serve their people may better serve the customer.

If leaders fail to serve their people first, customer and company will suffer.”



Ready to join your client in their omnichannel customer journey?

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We believe in making agent and supervisor’s work simpler, organized and more enjoyable. We are convinced that the only way to achieve true customer satisfaction is through beautiful an simple solutions.

With uContact we helped thousands of clients in 20 countries globally operating with customers with 10 to more than 1,500 positions, adjusting ourselves to every company’s operations, assisting our customers to improve their service, increase productivity and reduce costs.

Keep updated with the latest technological trends at blog.integraccs.com


Getting to know your customer’s journey › wp-content › uploads › 2019 › 05 › ... ·...

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