Customer Journey
Improving customer journey is a critical initiative for any organization trying to drive better customer experience or reduce operational costs. Customers typically travel through multiple interaction channels in making a purchase or receiving support. Each step in their journey is a critical opportunity to help customers make the right purchase choice, eliminate barriers and obstacles that lead to frustration and churn, and shape a positive customer experience. Yet, as the typical customer journey becomes increasingly fragmented with multiple channels, functions, and systems, companies find it difficult to “solve the whole problem”. Customers feel like they are not being well treated by their service providers even though they have put great effort into their inquiries. Service providers on the other hand feel they are not able to cost-effectively resolve customer issues without using systems (e.g. web and IVR) that promote self-service. The customer journey must be optimized for both parties to win. Mapping and uncovering insights across the customer journey is a hard problem and it requires the enhancement of transactional data with customer information to find optimization opportunities. Merced Service Intelligence, part of the Merced Intelligence family of analytic applications, solves this problem. Along with measuring and tracking key metrics such as transfers, service levels by queue, agent quality, productivity and CSAT, managers can now look at these metrics by specific customer segments, independent of interaction channel. This delivers actionable information to guide agent, channel and operational alignment according to customer segment needs. |
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| Merced Systems uniquely delivers a portfolio of products to not only deliver improvement within both sales and service organizations, but across the two operations. With Merced Intelligence, customers can perform comprehensive transactional analysis to uncover customer trends and interaction types resulting in valuable customer segmentation insight. With Merced Performance Suite, operations can provide the frontline with actionable information about servicing their segment and rollout critical improvement campaigns such as coaching programs to drive behavior. Finally, with Merced Incentive Compensation Management, organizations can effectively reward front-line performance in order to align individual goals with strategic objectives. Each can play a high-impact role in optimizing the customer journey. |
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