Enhancing Customer Service Through Empathy: Part Four

By this point, you probably have many good ideas and strategies for building empathy with your customers, be it conducting research, mystery shopping or keeping your ears to the track regarding your business. All of these tactics put you in the place of your customers, and gives you insight into what they need, want and are looking for. Let’s take a look at another empathy building trick: visualizing the customer experience.

Think about it: you could literally draw a map of how a customer navigates the experience at your business, and I don’t mean simply walking through the front door, to the customer service desk, and then out the door again. What I mean here is mapping it out and visualizing it on a metaphorical level. This will require you to navigate the experience yourself, and you will not only gain insight into how your customers perceive it, but you may find other ways to improve it yourself. Then actually create a physical map of the experience, share it with your employees and encourage them to go through it as well. The more insights your employees have, the better caliber of service you’ll be able to provide.

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.

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Create interactive decision trees for customer service management, cold call scripts or self-service. Improve sales performance metrics and customer delight across your call centers.

Interactive Decision Tree