We live in a world where bad customer experience has severe effects on businesses. As customers' expectations evolve, customer-centric companies need new solutions to improve their customers' journey. On this page, you'll discover the value of customer journey management.
The customer journey begins at the moment of engagement and continues through every online, mobile, and physical interaction. By managing your customer journey you can improve every touchpoint from pre-arrival to post-service.
By gathering real-time data from each customer touchpoint, you can enhance performance while opening up benchmarking opportunities. Whether you are operating in retail, finance, healthcare or the public sector, customer journey management creates opportunities for improved resource planning and cost savings.
By managing the customer journey, you can get full control of your customer flow and branch occupancy, ensuring that social distancing is practiced while delivering excellent services.
To succeed with customer journey management, most customer-centric organizations use a customer journey management system, which is a combination of software and hardware that helps you manage your entire customer journey. It includes tools that help you monitor, plan, and manage all customer touchpoints.
By reducing waiting time and improving the service experience, you can increase customers’ perception of your organization. For example, Arapahoe County Clerk and Recorder’s Office managed to decrease their wait times with 75% after implementing a customer journey management system from Qmatic. After conducting a survey, the results showed a 90% satisfaction rate among staff, and the customer satisfaction rate went from 45% service satisfaction to 90%, of which 78% were extremely satisfied with the service.