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The customer journey today is no longer linear or confined to a single channel. Customers cross multiple channels as they explore offers, engage with content, purchase products, and seek assistance. Interactions that begin on a web page on a mobile device may move to telephone, social media, chat, email, and even SMS messages.
This omnichannel customer journey creates a challenge for companies as they seek to provide personalized, contextual experiences with every interaction. Companies want a 360-degree view of the customer journey, but multiple and disconnected interactions with customers create a fragmented relationship that benefits neither the business nor the customer.
To manage the omnichannel customer journey, companies need technology that can eliminate the silos between traditional technologies and unify customer interactions. That’s where the CallMiner platform can help. With an industry-leading solution for improving contact center performance and customer intelligence, CallMiner delivers highly effective and scalable conversation analytics solutions designed for the omnichannel customer experience.
Poor customer support is one the #1 reason for customer churn . Our research shows that more than 80% of consumers say they will stay loyal to the brands that provide a good customer experience. On the other hand, surveys suggest that two-thirds of customer churn is avoidable when businesses can resolve customers’ issues on the first interaction.
Omnichannel customer engagement is the key to minimizing churn and delivering exceptional experiences. Customers expect their interactions to flow seamlessly from one channel and device to the next. Conversations that start on mobile devices may quickly move to laptops, social media, email, chat, or websites. And 7 out of 10 customers expect businesses to offer self-service options that let them easily solve problems on their own.
The challenge in supporting this omnichannel customer journey is eliminating informational silos and uniting all customer conversations on a single platform. Yet, many call center technologies , CRM software solutions, and service providers don’t deliver tools to support this kind of approach to omnichannel customer service. That’s where CallMiner conversation analytics comes in.
Data investments like conversation analytics are not only helping companies collect more data but delivering clearer insight into the voice of customers and helping to build greater customer satisfaction and loyalty.
The CallMiner Eureka conversation analytics platform supports the omnichannel customer journey by analyzing the voice of your customer across every channel – phone, email, chat, social media, SMS, and surveys. With CallMiner, you can capture intelligence across all channels – even channels that aren’t currently integrated – and automatically map your customers’ journeys as they move between multiple channels. With the most flexible and comprehensive solutions for capturing and analyzing conversation data, our omnichannel contact center analytics provides insight into what customers want and helps to optimize engagement in every step of the journey.
With CallMiner, you can:
• Follow a customer’s journey across any channel with our unique contact linking feature.
• Capture information across a multitude of platforms.
• Quickly navigate to previous or subsequent interactions involving the same customer.
• Determine the root cause of poor first contact resolution and of repeat contacts across multiple channels.
• Enjoy a single view of the customer journey that allows for historical contextual analysis.
Our Eureka platform is agnostic on systems for capturing data, making it easy to integrate with all market-leading call recorders, chat email systems, and popular social networking sites.
Our Analyze product is the workbench of the Eureka platform, offering tools for automated performance scoring, topic discovery, transcriptions tagged through sentiment analysis, and multichannel customer journey mapping . Our advanced analytics help you quickly analyze massive volumes of customer interactions to deliver better customer experiences, mitigate risk, and enhance contact center performance.
Analyze provides a wealth of features that support the omnichannel customer journey:
• Omnichannel analytics delivers AI-powered conversational context, scored text and voice interactions, and insights across all the channels in the customer journey.
• A customer journey map provides visual insight into the customer experience, displaying the complete timeline of customers’ interactions across web, chat, telephony, and social media.
• Organic discovery helps to explore your customer interactions for potential issues using word clouds, topic clusters, and frequency maps.
• A ScoreBuilder tool empowers you to configure automated call scoring based on your specific evaluation methodologies and performance criteria.
• Our AI-driven search tool, Illuminate , enhances search, category building, and alerts to provide greater insight and enable faster action for customer interactions across channels.
With nearly two decades of experience and a track record of success, CallMiner has pioneered the speech analytics industry with billions of hours of conversations mined for customer intelligence. Today, we offer exceptional value to our customers with solutions that deliver remarkable performance at scale.
The value proposition of our technology is simple: we help businesses improve contact center business performance and gather customer intelligence by automating the ability to listen to and analyze every customer interaction. Across all communication channels – from calls, chat, and email to SMS, surveys, and social media – we leverage AI and machine learning to dramatically improve customer relationships, loyalty, and satisfaction.
Today, CallMiner is ranked #1 in overall customer satisfaction among speech analytics vendors. That’s the result of a truly superior technology and a customer success organization that’s dedicated to ensuring our customers achieve the ROI they’re looking for.
The customer journey is the total collection of experiences that customers have when interacting with a brand. A customer journey encompasses a variety of touchpoints , or interactions, that begin with the customer’s initial interest in a product or service. Touchpoints may occur across multiple channels, including web, social media, email, chat, SMS texts, and phone calls to contact centers. An omnichannel customer journey is one that doesn’t just cross a number of these channels but is successfully tracked across them so brands understand the entirety of the journey for content and context.
A customer journey map is a visual representation of the steps that customers go through as they engage with a brand. The map covers the entire scope of engagement, from initial awareness of a brand through purchase of a product or service to the interactions companies have with customers over time. A customer journey map can help you better understand the touchpoints that drive customers to deeper engagement so you can refine messaging, communications, and interactions to provide a better customer experience.
Improving the customer journey requires brands to find greater insight into customers’ needs and wants. Conversation analytics can help by analyzing the content and emotion of interactions across all channels to uncover customers’ true attitudes toward products and services as well as campaigns, calls to the contact center, and every other interaction between a customer and the brand.
CallMiner enables our internal teams to collect omnichannel data for analysis and gain new insights.
User at Health, Wellness and Fitness Enterprise
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
As a leader among customer analytics software vendors, CallMiner provides best-of-breed omnichannel contact center software to improve business performance management. With the industry’s most comprehensive platform for customer conversation analytics, CallMiner makes it possible to capture and analyze 100% of customer conversations across all channels. Customer journey analytics and automated journey mapping software reveal meaningful insight into what customers think and how they feel about interactions with an organization, helping to optimize every touchpoint on the customer journey experience. CallMiner’s customer service analytics help track call center metrics against industry standards, enabling organizations to drive contact center performance and provide superior omnichannel customer support.