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Understanding a customer’s mindset is the key to conversion. Creating a map of the customer journey experience can deliver a wealth of insight into your customer’s desires, needs, and opinions – if you have the right customer journey mapping software.
Journey mapping is a complex task involving vast amounts of data. To create an accurate map, you must chart all the permutations of the path individuals take on the way to becoming a customer. You must identify all the channels and myriad touchpoints where you interact with customers, then determine how your customers feel about every interaction. By aggregating, analyzing, and visualizing this data, superior customer journey mapping software can help you understand where you please your customers, where you are not, and where you can make improvements.
The CallMiner Eureka conversation analytics platform delivers powerful consumer journey mapping tools that can capture and analyze customer interactions across all channels. With the CallMiner customer journey mapping software, you can access the deepest level of customer understanding to drive better business decisions.
Superior customer journey mapping software can help you overcome the greatest hurdle to customer journey visualization: understanding how your customers feel about their interactions with your brand.
To accomplish this, journey mapping software must access conversations and communications from a multitude of sources and channels. These include:
• Conversations with call center agents
• Customer surveys
• Product and service reviews
• Interaction analytics
• Social media
• Websites
• Employee feedback
• Chat
• SMS
After gathering this data, customer journey mapping software must analyze it to glean insight about customer opinions, needs, and wants. Technology for topic identification, sentiment and emotion analysis, and trend analysis are crucial to this effort.
Finally, customer journey mapping software must render data in a graphical format that can be understood by teams in marketing, sales, and customer service and allow stakeholders to drill down to gain new insight into customer opinions and behavior.
CallMiner delivers best-of-breed customer journey mapping software in the Eureka conversation analytics platform. As a global leader in conversation analytics technology, we deliver the most comprehensive platform for analyzing omnichannel customer interactions at scale. Powered by artificial intelligence and machine learning, our technology allows organizations to interpret emotion, identify patterns, and uncover insights that can significantly impact the customer journey.
Our Eureka platform and customer journey mapping tools enable you to analyze 100% of customer conversations. With CallMiner, you can:
• Analyze interactions at the deepest level, interpreting nuance, analyzing content, and scoring emotion to gain greater insight into how customers feel about their experience with your brand.
• Visualize every step of the buying experience through the eyes of your customer.
• Identify the touchpoints where shortcomings in your messaging, products, or interactions are hindering customers from moving on to the next stage of their journey.
• Provide teams in sales, marketing, and customer service with actionable intelligence they can use to provide a more consistent experience across channels and touchpoints.
• Discover places where you can more effectively engage customers, solve their pain points, exceed their expectations, and win their loyalty.
CallMiner conversation and customer journey analytics are essential tools in delivering exceptional experiences for customers.
Eureka Analyze, the centerpiece of the Eureka platform, automatically scores interactions in calls, chat, email, text, survey, website, and SMS. Contact center interactions provide a wealth of unstructured and unsolicited data – the “gold” of conversation analytics – where customers have complete freedom of expression to share their opinions. Eureka Analyze evaluates the voice of the customer with sophisticated abilities for analyzing content and interpreting emotional signals such as tempo, agitation, and silence. By scoring each call and measuring positive and negative emotions, Analyze delivers valuable insight into a customer’s opinions and behavior at various stages of the customer journey.
Analyze provides:
• Omnichannel analytics to track text and voice interactions across multiple channels in the customer journey.
• AI-driven search suggestions to enhance search, category building, and alerts.
• Free-form search that enables users to find and retrieve voice and text-based conversations using keywords, metadata, phrases, and acoustic measures.
• Organic discovery of potential issues using word clouds, topic clusters, and frequency maps.
• Automated multichannel customer journey mapping.
CallMiner is the global leader in conversation analytics. With a solution that is powered by artificial intelligence and machine learning, CallMiner delivers insight faster than any solution on the market. Our technology allows organizations to interpret emotion and identify patterns to gain a deeper understanding from every conversation. By connecting the dots between insights and action, our platform aids companies in targeting areas of opportunity for improvement, helping to drive growth and transformational change. CallMiner is the choice of the world’s leading organizations across industries, including retail, insurance, financial services, healthcare, and travel and hospitality.
A customer journey is a path that a customer takes from first learning about a company, product, or service to making a purchase or deciding to choose a competitor instead. Customer journeys can also include post-purchase activities like interacting with customer service, seeking technical support, and buying additional products and services.
Customer journey mapping is a technique for identifying and visualizing the journey for different buyer personas. By understanding the discrete points of interaction on a journey and gathering data about how successful each touchpoint is – that is, how customers feel about the interaction and whether it moves customers closer to conversion – companies can optimize each touchpoint to improve the customer experience and accelerate the customer journey.
Customer journey mapping software automates many of the steps involved in creating a customer journey map. Mapping software can help to define the many touchpoints on a journey and gather and analyze data about customers’ opinions of each touchpoint. Customer journey mapping software also provides a variety of visualizations that enable companies to analyze and explore data more easily to find new insight and actionable intelligence that can enhance the customer experience.
CallMiner's insights created visibility across the customer journey to direct and indirect touchpoints that impact the CX. Real, cross-functional insights help us increase sales, grow and retain customers, and bring new products to life.
Director of customer care innovation, Radial
CallMiner helps us see our data in the context of the entire customer journey – from pre-purchase, to fulfillment, to post-purchase (and ideally long-term loyalty).
Director of customer care innovation, Radial
