Tech Talks: Improve Your Customer Service With Journey Mapping and Consulting

customer service representativesIn order to serve as a trusted advisor to our clients, we need to stay up to speed with the latest IT trends and solutions. To achieve that, our team of IT experts attends weekly training sessions conducted by various IT solution providers. Based on our extensive experience and sales volume with the suppliers, we receive exclusive, direct and usually in person training from these vendors. Our Tech Talks blog series offers a snapshot of these educational sessions.

Are you looking to improve your customer service and boost online ratings? Achieving success depends not only on having the right solutions in place but also on an exceptional customer experience. Our expert team recently attended a seminar on customer journey mapping, which can serve as an effective tool for businesses looking to increase engagement. Customer experience (CX) focused consulting services from a third party provider can help your organization deliver the best service possible. Here’s an overview of our CX consulting offering and how it can benefit your business.

Solution Overview
CX consulting and journey mapping will give you insight into how customers perform a specific task while involved with your company, including not only the steps they take but also the channels they use and how much time they invest. There are numerous reasons why your business might want to create a journey map, including the following:

  • Benchmarking current customer experience across different channels
  • Identifying issues and opportunities for improvement
  • Creating an actionable plan to boost customer satisfaction scores or other key performance indicators

Building a customer journey map involves both qualitative and quantitative research (e.g., customer interviews, studies, and metrics) and will provide you with a snapshot of the current experience of interacting with your company.

Benefits of Customer Journey Consulting Services

Journey mapping and CX consulting can give your business a boost in various ways, including the following:

  • Lower cost of service
  • Improved customer satisfaction and retention
  • Greater customer loyalty
  • Increased revenue

Additionally, if you’re looking for a new contact center solution, customer experience consulting services can give you all of the information you need to find and properly implement a product that’s the best fit for your organization. If you’re going to make a major investment in your contact center, it’s crucial to do the necessary research and analysis beforehand to make sure you find the right solution.

If you’re seeking consulting services to help you improve customer service and/or implement a new contact center solution, our expert team can work with you to determine which offering best meets your company’s needs. Our extensive partner network, experience working with various solutions, and vendor agnostic approach give us the ability to serve as your trusted advisor during the process of selecting and implementing IT solutions. To learn more about our consulting services, please email or call 877-599-3999.

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