October 24, 2023 - NobelBiz

What is a Customer Experience Map? The customer experience map is a powerful tool that allows businesses to gain a comprehensive understanding of customer interactions with their brand or service. It provides a holistic view of the entire customer journey, starting from the initial awareness phase and continuing through to the loyalty phase. With Customer Experience Maps, we chart a course toward unrivaled customer satisfaction, operational efficiency, and enduring customer relationships – all essential treasures on the path to service excellence. – Christian Montes, Executive Vice President of Client Operations @NobelBiz Key Components of a Customer Experience Map: Touchpoints These touchpoints are the various points of interaction between the customer and the brand. They can include activities such as visiting a website, reading a product review, or engaging with customer service. Each touchpoint is an opportunity for the brand to make an impression and create a positive customer experience. IVR (Interactive Voice Response) system for initial call routing. Agent-assisted support via phone. Self-service web portal for issue resolution. Chat support for real-time assistance. Email communication for query handling. Social media engagement for customer feedback. Post-interaction surveys to gather insights. Loyalty program enrollment for customer retention. Channels The channels refer to the mediums through which these interactions take place. In today's digital age, customers can engage with brands through a wide range of channels, including social media platforms, email, and more. Understanding the different channels and how they contribute to the overall customer experience is crucial for businesses seeking to optimize their interactions. Phone Website Mobile app Chat platform Email Social media platforms (Facebook, Twitter, LinkedIn, etc.) SMS text messaging In-person (for retail contact centers) Of course, the easy way of deploying, managing and tracking all these channels is to opt for a cloud contact center platform such as NobelBiz OMNI+ that allows full omnichannel operability.

Day: October 24, 2023

Customer Experience Map Vs. Customer Journey Map: Diving Deep into the Intricacies