Imagine a world where you could call your service provider, and before starting your 3-minute monologue of the reason for calling and how many attempts you've gone through trying to sort out your issue, your provider would be one step ahead of the game. The agent would nicely greet you, apologize for the numerous times you attempted to resolve you issue, and proactively come up with the right solution to your problem. Yes, that would be NICE.
Customers today use an average of six different channels to contact companies and service providers (source: NICE 2013 Customer Experience Survey). They switch quickly from web, to telephone, to social media, to chat, to interactive voice response, to visiting a retail location, depending on whichever is most convenient at the moment, all while expecting the company to remember what they said and did over several of their past interactions.
Yet companies as a whole, and divisions such as marketing, sales, and service, manage each of these channels as silos, optimizing the customer experience for each channel independently but losing track of the customer’s overall journey as they jump from channel to channel.
Organizations must be able to connect all the dots in order to see the ‘big picture’ of how customers interact with them across channels and touch points. Customer Journey Optimization helps organizations know where customers have been, what they’re trying to achieve, and why specific issues led them down a particular channel.
Customer Journey Optimization helps companies understand how and why customers are interacting with them across different channels and touch points, reduce bottlenecks, and enhance each individual journey.
So the day has finally come. This is the beginning of the end for the customer service run-around. With our announcement of the NICE Customer Journey Optimization solution, customers can now enjoy a personalized experience with much less effort, while organizations gain transparency to the customer experience across different channels and touch points – allowing them to reduce customer effort, increase customer loyalty, operate more efficiently, and maximize revenue opportunities.