Customer Journey Tracking

Maintaining a record of customer interaction history, facilitating efficient routing, and enriching context.

At a Glance

What does Customer Journey Tracking entail?

Softdial Contact Center™ (SCC) maintains a comprehensive record of all customer interactions and conversations across various communication channels, including transcribed voice call recordings. This customer journey tracking offers several benefits:

Enhancing Responses and Routing: It enables more informed responses to customers and smarter routing decisions.
Assisting Agents in Real-Time: Agents can access this data during customer interactions to provide better service.
Supporting Analytics and Reporting: The data collected feeds into analytics and reporting for insights and improvements.

As customer-organization relationships evolve, SCC’s history database becomes a valuable resource that can enhance customer service, fostering brand loyalty.

1. Enhancing responses and guiding routing decisions

Chatbots, IVR systems, and routing strategies for inbound customer interactions can utilize insights gained from customer journey data to tailor their responses and routing. For instance:

Personalized Responses: Data from the customer’s journey can be used to craft responses that are tailored to their specific needs and history.
Specialized Routing: The routing logic can direct the interaction to a particular queue, such as one designated for high-value customers or for addressing complaints.
Agent Assignment: Based on the available data, the system can route the interaction to an agent with the most relevant skills, knowledge, or prior experience with that customer.
Preferred Agents: Customers often prefer dealing with agents they’ve interacted with before. If a particular agent has been highly successful in the past, it can be designated as the preferred route, adding a personal touch and increasing the chances of a successful outcome. This not only benefits the customer but also enhances the agent’s job satisfaction.

Additionally, once a successful match has been established, this routing can be applied to future interactions. When multiple such preferred interactions are queued, they create a personalized work queue for the agent, optimizing their efficiency and effectiveness.

2. Providing agents with real-time support during customer interactions

Customer journey tracking provides agents with valuable context during a session, accessible through the Agent Desktop. This context includes a chronological view of the ongoing conversation, previous text chats, and transcriptions of past phone calls. Armed with this information, agents can create a more comfortable and efficient customer experience. Customers don’t need to rehash their situation, leading to quicker issue resolution.

3. Enhancing analytics and reporting

Customer journey tracking provides data accessibility across all communication channels through data feeds to external storage or a data visualization and reporting tool like Softdial Reporter™. This allows for strategic analysis to uncover discrepancies, pinpoint areas of concern, identify underperformance, and chart a path for enhancement.