Create the most impactful customer journey possible. Start by building a clear and useful knowledge of how people interact with your environment, team and offerings. The Qmatic Customer Journey Discovery program systematically clarifies every piece of your customer experience so you can keep improving at every stage. Uncover the opportunities, risks and changes that are present and learn how to make your entire system future-proof.


MAP THE IDEAL CUSTOMER JOURNEY

Our Customer Journey Discovery program is a step-by-step process that looks into every part of the customer, patient or employee experience. You’ll gain a broader perspective of how people engage across the customer journey, providing the insight and resources you need to succeed – from the moment of engagement through to the post-service follow-up.

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WHAT IS CUSTOMER JOURNEY MAPPING?

Understand the different journeys and experiences your customers or patients go through, with customer journey mapping. Identify the stresses placed on each component within your service environment and evaluate how well customer demand is managed online and onsite. By demonstrating the clear flows of the stages in the cycles your customers take, and deeply understanding their journeys, our service enables us to design new user journey flows – from online to physical interactions. We can optimise the process and consequently improve efficiencies.

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THE CUSTOMER JOURNEY MAPPING PROCESS

In order to understand what happens at each touchpoint in the user journey, we begin by analysing the stresses present and quantifying the efforts used to manage demands at each step. We identify improvement opportunities and assess how resources are currently used for each user journey. By recommending ways to increase return on investment from resources, gauging customer experience through real-time feedback, and creating strategies for management, we’re able to help you make the most of every single customer interaction.

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CUSTOMER JOURNEY DISCOVERY

LIGHT

We’ll assess your current customer journey, taking into account each individual touchpoint across 1-3 physical locations. We’ll conduct key observations and interviews in order to provide best practice recommendations.

Learn how to improve your customer journey with this solution

STANDARD

Gain a detailed data pack with in-depth information and recommendations. Our standard customer journey discovery service includes footfall and browsing analytics, tracking, mystery shopping, an online experience review and staff behaviour analysis.

Examine every part of the customer experience.

COMPLETE

Our complete customer journey discovery service takes approximately one month and delivers our most in-depth offering. Taking into account footfall and browsing analytics, tracking, mystery shopping, an online experience review and staff behaviour analysis – it’s a fully comprehensive service.

Take your customer interactions to the next level.

PATIENT JOURNEY DESIGN

We offer a specific service that analyses the patient journey experience across all touchpoints within your healthcare facility. A mix of observations, data analysis and interviews will be conducted to provide best practice recommendations to improve operational efficiency.

Improve the patient journey in your healthcare facility.

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DIGITAL SIGNAGE

Our digital signs give you the flexibility to provide customisable information at different stages of the
customer journey. You can show their progress in a queue, direct them to a service area, or display
special offers or educational content.

Explore the possibilities of digital signage integration for your organisation.

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CUSTOMER FEEDBACK

Customer feedback is an invaluable way to improve the whole customer journey to encourage repeat visits. Crucially, our solution enables immediate feedback via employee apps or customer texts, so you can take any necessary action right away.

Find out how this can help enhance your customer care and satisfaction.

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BUSINESS INTELLIGENCE

Better understand your customers or patients, and how they interact with you. Our solution covers
the whole customer journey, to give you comprehensive, actionable insights. We connect and consolidate data across multiple touchpoints in the customer journey.

Discover how we put data at your fingertips in real time.

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EMPLOYEE APPS

With an employee app, staff are empowered to help. For example, they can make appointments, check expected service waiting time information and add people to virtual queues for service – on demand, at the point of enquiry.

Learn more about this powerful tool that increases organisational efficiency and satisfaction.

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LEADING BRANDS TRUST QMATIC TO DELIVER THEIR QUEUE MANAGEMENT SOLUTION

Understand, anticipate and meet expectations with seamless customer journeys. From online and mobile, to the in-store experience, we bridge virtual and physical channels to deliver a connected, personalised experience that helps to build loyalty with your brand. We give you the opportunity to make an impact with every single interaction.

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Leading Furniture Retailer

Qmatic have worked with a leading global furniture company who aim to create a unique immersive customer experience across their stores.

City of Wolverhampton Council

Created £1.5m worth of operational efficiencies within three years by connecting customers to their services.

Post Office

New branch formats and virtual queue management increased customer satisfaction at the Post Office to 96%. Hear from the head of Customer Experience >>

Sectors

RETAIL

Boost sales, satisfaction and loyalty

Rise above the competition and increase your revenue. Join your online, mobile and in-store experiences to create a seamless customer journey.

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HEALTHCARE

Improve patient care quality and reduce costs

Provide quality patient care and raise performance levels. Improve operational efficiencies, employee satisfaction and keep administration costs down.

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FINANCE

Provide a more personal and efficient service

Put customers at ease and empower your employees. Connect mobile, online, branch, and self-service channels to create seamless experiences.

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PUBLIC

Improve service delivery and create efficiencies

Give customers easier ways to connect to services, empower staff to be more productive and drive improvements through real-time feedback.

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