Understanding the customer journey in optimal self service

Winning businesses focus on the customer journey more than anything else to deliver an overwhelming super, customer experience online. However, many others find the customer journey extremely challenging to grasp thus report poor customer experiences- which accounts for their poor showing in sales.

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

But, is customer journey near rocket science hard to the extent most people can’t get it? Well, not entirely because the customer journey is no more than a four step process.

The first thing customers do is search for information when they come to your website, or engage your customer service agents. The self-service route means they will search through your knowledge base whether it’s your FAQ section, information based articles or blog.

The second step they’ll take is viewing the results based on what they’re looking for which goes for perusing through various titles based on their interests. After doing this, a potential customer will move to read the content and then find a solution to their problem. If they can’t get a solution this way, they’ll possibly call your customer care if the number is readily available, or move to another website.

While understanding the customer journey is a dream for most companies, it’s easier said and done…probably until we discovered Yonices. Tailor-make yourself service information based on the customer journey today.

[button_box header=”” buttontext=”Sign Up for a Free-For-Life Account” link=”https://corp.yonyx.com/sign-up“][/button_box]

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