In our last email (announcing our new-look website,) we promised to highlight some of the key features which will help you most when speaking with your clients.

Today's focus is the "Customer Experience Stage Selection Tool" located on our home page.

Without a doubt, Customer Experience is the main differentiator between any two brands.

Good customer experience results in happy and loyal customers. Bad customer experience results in customers leaving to buy elsewhere.
 

To make it easy for you to have the right conversations with your customers, we created 8 stages of the customer experience journey and ordered them by the highest priority.

(Not all customers will want or need every component of every stage. But by working through our blueprint, you won’t miss anything and the most important components are put in place first.)


Stage #1 — Reporting & Dashboards
https://web.cytrack.com/reporting-dashboards/
Understanding what’s happening is the first step to making any improvements. We offer solutions to monitor communications, voice recordings, workforce management, staff operations, customer sentiment, plus staff training and evaluation.

Stage #2 — Recording & Compliance
https://web.cytrack.com/voice-recording-compliance/
Turn on features such as voice recording and screen recording, and combine with important audit reports and performance review, so your clients can meet tough compliance requirements

Stage #3 — CRM & Application Integration
https://web.cytrack.com/crm-application-integration/
CyTrack technical services and powerful APIs enable integration to the applications your clients use every day to deliver efficient business processes and unified customer experiences. CRM and application integration offers the most effective and economically viable way to engage with customers and provide specifically targeted customer experiences.

Stage #4 — Contact Centre
https://web.cytrack.com/contact-centre/
Contact Centre technology is now a mainstream business tool and is a critical component of improving the customer experience. Every customer-facing employee is part of your clients’ ‘virtual contact centre’

Stage #5 — Omni-Channel Contact Centre
https://web.cytrack.com/omni-channel-contact-centre/
Make way for omni-channel communication strategies. It's not about just the telephone anymore. There’s a diverse range of communication channels—voice, email, SMS, webchat, social media, call-back (and more growing every day)—through which customers expect to be able to interact with businesses and still have an amazing customer experience.

Stage #6 — Self Service
https://web.cytrack.com/self-service/
Instead of calling a company with every question, customers now have a variety of resources available to assist them, including chatbots, mobile apps, customer forums, social media, and more. It’s often quicker and easier to self-serve lower priority queries. Plus it’s much more cost-effective for businesses.

Stage #7 — Speech Analytics
https://web.cytrack.com/speech-analytics/
The sheer volume of phone calls exceeds most businesses' ability to manually review and analyze them. CyRecord Speech Analytics can transcribe and analyze 100 percent of your recorded calls to automatically analyze words, phrases, categories, and sentiment during calls to reveal areas of opportunity or concern.

Stage #8 — Chat Speech Artificial Intelligence
https://web.cytrack.com/artificial-intelligence/
With our innovative virtual agent, chatbot and web chat solutions, backed by our knowledge management and business intelligence platforms, you’re empowered to provide consistent, accurate, personalised, and seamless omni-channel engagement.