GoResponse Telephone Answering Service Staff

Interaction analytics offers better customer journey understanding

Customer support, colorful wordsThere are many tools and services at a call centre’s disposal, helping firms to offer better customer care and increased performance. For those using interaction analytics, one advantage can be a better understanding of the customer journey. This allows telephone answering services to identify possible problems and rectify them before they become damaging.

One of the most important things when engaging with customers is knowing why people prefer products to other market alternatives. In addition, understanding how individuals arrive at these products is vital. Interaction analytics offers some insight into this and can highlight potential hurdles in people’s paths.

For example, if “customer effort” is too high, people simply aren’t going to do business with a company and will go elsewhere. In addition, current customers might become frustrated with the service and opt to avoid expanding their relationship with a firm. In some cases, they might even move to a new business altogether.

Interaction analytics can also be utilised to work out whether the customer journey is seamless across a number of platforms. Despite several channels being open to people in the modern day, many expect call centre agents to have an overall view of their business interactions, and they tend to become annoyed when they have to repeat themselves.

Call centres that want to boost their performance can use interaction analytics o understand their consumer’s journey. This is the first step towards seamless and high quality customer care.

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