Symptom / Need

As a contact center manager, one of your top priorities is to deliver an exceptional experience to your customers. However, it is often a challenge to identify areas for improvement and optimize service flows to achieve this goal.

Context / Scenarios

Every time a customer interacts with your contact center, whether through voice, chat, or any other channel, they leave a digital footprint of their behavior. This information is invaluable, as it allows you to understand how your customers navigate through your service flows, what options they choose, and where they may be encountering difficulties.

By analyzing this “decision journey,” you can identify patterns, bottlenecks, and opportunities for improvement in your processes. This will allow you to make informed decisions to optimize your customers’ experience.

Answer (Solution/Recommendation)

1. Understanding your customers’ decision journey: In the “Decision Journey & Preferences” tab within the Routing Dashboard in the wolkvox Manager Dashboard, you can access detailed information about how your customers interact with your service flows. There you will find data on chosen options, wait times, abandonments, and more, which will help you identify areas for improvement.
   • Interaction Channels: The graph shows the different channels through which customers communicate, such as "wolkvoxgpt audio" and "wolkvoxgpt text".
   • Volume and Percentage: For each channel, the volume of interactions and the percentage it represents of the total are indicated.
   • Decision Points: The nodes in the graph represent decision points where customers choose different options, such as "Lupita responds."
   • Interaction Flow: The arrows indicate the interaction flow between the different decision points and channels.
2. Identify points for improvement in your service flows: Using the decision path information in wolkvox Manager, you can detect those points in your service flows where customers are deviating or abandoning, and make adjustments and optimizations to guide them more efficiently.
3. Personalize the customer experience: Decision path analysis in wolkvox Manager will allow you to better understand your customers' preferences and behaviors, allowing you to offer a more relevant experience tailored to their needs, increasing their satisfaction and loyalty.

By leveraging information from your customers' decision journeys in wolkvox Manager, you can make informed decisions, optimize your workflows, and personalize your care, resulting in greater customer satisfaction and loyalty.