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Customer Journey Tracker . Gain real-time insight into customer journeys to improve customer experience. As customer journeys become more complex, so too does meaningful data analysis. Customer Journey Tracker gives you a visual representation of interactions at each touchpoint, so that you get real-time insight to improve journey automation and increase engagement. Unifying data from all touchpoints and systems – via Engage Hub or third-party solutions – Customer Journey Tracker presents a holistic understanding into customers’ behaviour. By bringing data together from across all journeys, you can proactively identify bottlenecks and painpoints – and make evidence-based decisions about customer service optimisation in real-time. With Customer Journey Tracker, you’re therefore in a strong position to maximise return on customer experience investment – in terms of both revenue generation and customer satisfaction. • Visualise the real customer journey • Painpoint identification and resolution • Real-time journey optimisation • KPI monitoring and ROI measurement • Automated customer re-engagement Benefits. Visualise journeys from all data sources Customer Journey Tracker brings together data from multiple sources, including third-party, online and offline systems. That way, you’re free from information silos – and gain an accurate, holistic view of interactions across touchpoints. Journey orchestration Investigate every interaction to get deeper insights on how people move through each aspect of the support, marketing, sales and billing journey. You then have valuable data that helps you compare journeys against benchmarks, offer proactive support, pre-empt issues and personalise the experience. Automated re-engagement Customer Journey Tracker enables you to automatically trigger re-engagement when customers drop off the expected journey. This empowers you to engage customers earlier, achieve higher response rates and boost satisfaction levels. Real-time optimisation When you have all customer journey information centralised in one view, you can then affect the journey in real-time - optimising it for all customers. Key Capabilities.
