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Three Tips on Leveraging Holistic Journey Mapping to Improve the Customer Experience

May 1, 2019 9:19:46 AM

 Journey_mapping

Journey mapping is a visual representation of each and every experience your customers have with your business and your brand, from the first exposure to sale, to post-sale interactions and beyond. As the saying goes, “A picture is worth a thousand words,” and that’s the exact intent of a journey map. It gives you a visual that can help you gain a new perspective on your customers' journey, thereby arming you with new insights and ideas on how to improve the experience you are delivering. So, here are three tips on how to leverage holistic journey mapping to improve the customer experience.

  

Tip #1: Don’t isolate the journey. Let the map show you the full experience.

Every business wants to create long-term relationships with their customers, and a journey map can be a great tool for making this goal a reality. Journey maps, however, need to be holistic. If created for just one specific product or department, a journey map can lack consistency with all other areas of your business.

 

Tip #2: Don’t forget about the contact center employee experience. Let the map call out ways to help these busy folks too.

Journey mapping can also be used to improve the experience of contact center agents. These employees are constantly juggling phone calls, emails, chat sessions, and maybe even social media interactions with customers. And since they are talking, chatting, and emailing with customers on the frontline, while also simultaneously recording tons of information that is leveraged throughout the business, it is critical they stay up-to-date on company knowledge, products, practices and policies.

 

The bottom line is that your contact center reps are busy people! And that’s why a customer journey map can be useful--it  will allow you to see pain points that need addressed in the contact center without letting problems become repetitive.

 

Tip #3: Don’t get stuck in a rut. Use new technologies to improve the experiences you offer to your customers and your employees.

It is common for us to accidentally or unknowingly become stuck in our ways. Why disrupt the status quo for something new and unknown? Well, I’ll tell you why. There are newer and better options out there! And with customer service being one of the best ways for your brand to differentiate itself, you can’t become complacent.

 

Today, journey mapping features are built and seamlessly incorporated into next-gen communications platforms. The right tech platform can give you access to complete customer activity, engagement data and interaction histories at your fingertips. This knowledge is invaluable for your contact center employees and will transform the experience your customers have. Sounds like a win-win, right?

 

A New Platform that’s Setting a New Standard

The Edify platform is setting a new standard for how customers and agents can frictionlessly connect from one moment, method, or touchpoint to the next. We can’t keep looking at each part of a business or buying experience in a silo.

 

We need to know the entirety of the customer journey, from the moment of brand awareness to the feedback we get after a sale. The same goes for customer-facing employees, such as call center agents and their managers. They need to know everything a customer has been through when they connect with them in order to be effective in serving customers.

 

There’s a lot at stake, and using holistic journey mapping can be a smart way to stay on top of your customer experience. Mitigate issues before they escalate and empower your frontline employees with the knowledge and resources they need to excel using the Edify platform.

Kendal Rodgers
Written by Kendal Rodgers

Kendal is the Content Manager at Edify and has been writing and curating content most of her professional career. She’s passionate about working with start-ups and sharing life experiences through storytelling.

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