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Improving the customer journey and experience

Extraordinarily competitive commercial landscape, customer journey the next battle you have to win

Challenges

Common Challenges

When attempting to improve the customer journey and experience, we have been asked to solve the following challenges

  • High customer effort
  • Cross channel contamination
  • High levels of customer churn
  • Impersonal routing and product recommendations
  • No journey management

Our Solutions

When addressing the challenges around improving the customer journey and experience our solutions were

  • Predictive CES* links operational initiatives to NPS/CSAT
  • Immediate post call SMS surveys
  • Trigger agent support from real time speech
  • Intraday CSAT reporting to agents & team leaders
  • Understand journeys & personalise interventions or recommendations
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benefit

Benefits

Once our solutions were implemented, businesses have seen major benefits 

  • Minimise customer effort & reduce churn
  • Increase customer satisfaction & advocacy
  • Improve call resolution and reduce repeat calls
  • Reduce agent attrition
  • Increase cross sell & upsell values

Listen Everywhere. See Everything. Decide.

  • Active Listening
  • Real Time Decisioning
  • Live Interventions
  • Driven by Data Creation not Data Collation
ROI in year 1
0 %
AHT Reduction
0 %

Intelligent Customer Experience Management

5/5
Learn More

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About Datatrack

Advanced solutions for contact centre, UC&C and Call Handling. 

Actionable insight using powerful real-time data analysis, intelligent automation and customisable dashboards supporting rapid data driven decisions

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