A customer journey map template and advice for today’s digital-first CX
If you have different customer segments, then you might want to map out the most common journeys your contact center handles, where customers:
Seek information
Get technical support
Buy a product
Make a payment
Schedule deliveries or other interaction
Customer perception of your business or brand is based on any one of these interactions. For instance, a bad chatbot experience might not be salvaged by a fantastic agent interaction—or a frustrated customer might exit the chat and check out a competitor’s website instead. Every single interaction counts toward connecting with customers or disappointing them. It’s important to map out what customers are doing, feeling, and saying at each step so you can identify and fix the moments of friction encountered on their journeys. Source: https://www.niceincontact.com/blog/a-customer-journey-map-template-and-advice-for-todays-digital-first-cx
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