Journey mapping is the process by which the steps required for a customer to follow to reach an end goal or outcome are clearly defined and “mapped” against business capabilities and objectives.
Journey mapping gives you perspective on how to create a service path specific to your contact center operation and customer needs. Journey maps outline the manner in which you engage customers, the experiences you deliver during those engagements, and the loyalty and retention you cultivate via those engaging experiences. Journey maps provide a visual representation of an individuals’ relationship with your organization, service or product over time and across channels. They help you explore answers to the “what ifs” about the customer service experience and optimize for success.
More Customer Journey Mapping Resources for Call Centers
Outstanding Routing. Call qualifications, routing algorithms, and contextual profile data ensure customers are serviced quickly and effectively based on their needs. AI powered CX improvement. Use AI in conjunction with transaction history to better understand customer intents and provide expanded self-service options including the convenience of digital alternatives and, wait-time features.
There are many benefits to a well mapped customer journey in your contact center:
- More efficient support workflows
- Improved agent experience
- Better customer insights
- Increased customer retention
- Positive customer interactions
- More accurate data.
Customer journey mapping helps to better visualize the end-to-end support you’re providing and helps managers understand each step of the process customer confront. This aids in the identification of bottlenecks and is an important strategy for triaging poor-performing service levels.
It sounds easy enough, but all too often businesses fail to meet customer expectations in a uniform way across channels because they’re unaware of what the customer is actually looking for, or worse, what they’re experiencing. So how do you capture what the customer wants? More often than not, journey mapping becomes an exercise in adding channels, without consideration for the entire experience. In this ultimate guide, we’ll consider how contact centers can model a perfectly blended omnichannel customer journey. But first, let’s take a closer look at what an ideal omnichannel customer journey actually looks like.