How Can Digital Customer Experience Management Software Help You to Understand the Customer Experience?

How Can Digital Customer Experience Management Software Help You to Understand the Customer Experience?

by Dennis Raynor Posted on Mar 11, 2018

The customer experience can make or break relationships. There are three fundamental tenets to an effective customer experience: observation of the customer journey via touchpoints, reshaping customer interactions for maximum efficacy, and rewiring the company’s services to dovetail with customer expectations. A company that fails to implement these types of turnaround strategies risks becoming obsolete in the digital age.

In fact, it is only through advanced digital analytics and A.I. technology that organizations can understand what is really going through a customer’s mind. This complex field of study encompasses behavioral analytics and technological wizardry to conjure up deep insights into customer actions. But more importantly, the analytics are a powerful tool for mapping out the customer’s digital journey. Effective customer experience management can work wonders in preventing problems and more companies are investing in this cutting-edge technology to leverage their traffic to the maximum.

Mapping Out a Customer’s Online Journey to Boost ROI and Engagement

The user experience begins the moment a visitor accesses a website. Every click, touch point, page view, and navigation is an invaluable tidbit of data that can be used to better understand the behaviour of customers. The sum of all online browsing activity on a website gives rise to a digital footprint that can be used to better understand what drives customer behaviour. The only way to derive any benefit from online activity is to map it, record it, analyze it, and understand it. Fortunately, premium quality customer service analytics software can do precisely that. When visitors click on links, icons, pages, or images, it is important to understand why they are doing so. It’s equally important to understand why visitors don’t click on those same links, icons, pages, or images.

The concept of automated customer journey mapping is new-age speak for recording customer browsing behaviour online. The entire journey on a company’s website can be mapped out from beginning to end. The touch points across multiple digital channels can be scrutinized, and digital mapping can ensure that companies know exactly what customers are doing, and where they are being lost.

In fact, digital mapping is just as important in understanding a company’s strengths. If something is attracting customers and is appealing to them, it’s important to highlight that and replicate it in other digital channels. These analytical insights need to be actionable. In other words, the company must be able to use the metrics to make changes to improve ROI, stickiness and reduce bounce rate, among others. This is what is meant by resolving problems even before they arise.

Conversions are important with companies. A customer who does not convert may be lost forever. However, customer service analytics software can go a long way towards understanding the inner-mechanics of a customer’s psyche. By following the precise trajectory of a customer’s journey, it is possible to journey map and take corrective action. Users’ journeys are sacrosanct in the process. The quality of the AI digital software hinges on its adaptability to website change, website reconfigurations, modifications, and so forth. The recorded sessions will pull data from multiple sources including the browser used, the device used, the operating system, the service being monitored, the country, the ISP, the session ID, and various tags if necessary. Other pertinent data includes the starting time of the browsing session.

All of this information can easily be accessed through recorded sessions from the client and server side. This is a failsafe way to get a detailed and accurate session replay. These insights are like gold to the website design and development techies, the marketing department, and upper management. It all goes to the heart of the improving conversion in the customer journey. Once you have an idea of what you’re looking at, it’s much easier to take corrective action.

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