Have you ever walked the path your customer walks when engaging with your company? And when they tell you their experience are you listening? How your customer experiences your company is farmore important than the experience you think you are providing. Somany companies streamline their processes because it’s what is best for them internally. They are looking for ways to improve efficiency thinking those improvements will positively impact customer service. It’s important to test those efficiencies to ensure there isn’t a negative impact to the customer experience. Walk Your Customer’s Journey By Diane Helbig Example: Company ABC sets up autoattendants to answer customer service calls. With the increase in AI a lot of these bots are designed to deal with the customer’s issue quickly. The benefits to the company are ostensibly, quick resolution to customer issue and the need for fewer customer service representatives. The company probably identified the top issues their customer service department has been dealing with and then developed solution journeys for the automation to handle. This can be highly effective – as long as the customer is experiencing one of those issues exactly.
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