Use case in Customer Experience
Service subscription
THE CHALLENGE
The issue for this company was to decrease the rate of lost customers during the subscription process and/or the rate of critics.
THE SOLUTION
Livejourney is able to capture all interaction, whether made by the customer or the company back office. Its dynamic and time-led mapping provides an at-a-glance view of call repetition, back-and-forths between different departments, and lead time.
THE OUTCOME
Livejourney identifies events occurring in both the customer journey and back-office processes
1
customer journey
3
months
- 13%
call-backs
Account opening
THE CHALLENGE
For an online bank, it is essential to fulfil commitments made to customers (or future customers) when opening a new account. The company’s brand is at stake.
THE SOLUTION
By mapping all steps leading to an account opening, Livejourney successfully identified 40% of reworks between two steps: “document sending” and “bank checking”. It was in this part of the process that wasted time, leading to failure to meet deadlines promised to customers, was located.
THE OUTCOME
By improving training for call center staff and reviewing the document scanning process, account opening times were reduced and customer satisfaction was increased.
1
account type
6
months
- 3 days
for the account
opening process
+ 10 points
in customer
satisfaction
Marketing campaign
THE CHALLENGE
For any service provider, marketing campaigns are one of the tools available to attract new customers. That’s why marketing vendors that manage these strategic communications must be able to deliver high performance.
THE SOLUTION
With Livejourney’s Tower Control, it is possible to have fact-based benchmarking for all suppliers and all campaigns in real time. It is also easy to track and compare business KPIs such as productivity per hour, timeframe to get a customer agreement and conversion rate
THE OUTCOME
With indisputable metrics, a telecom operator was able to renegotiate its contracts with vendors and increase productivity.
12
marketing campaign types
1
year
+ 8%
conversion
Customer touchpoint analysis
THE CHALLENGE
For an international B2B company, customer care is a core concern. That’s why all communication channels must be able to answer customers without switching touchpoints and generating weariness.
THE SOLUTION
Livejourney is able to capture the entire customer journey based on CRM and website data. Its dynamic and time-led mapping provides an at-a-glance view of loops, single and multiple-channel customers, and the order in which channels are used, for each reason, day and time.
THE OUTCOME
First of all, customers are multichannel users! Among those who use multiple channels, 20% call after having used the chat module on the website and 5% of them send an email. Because you can drill up and down in Livejourney, it’s very easy to spot the 8% of customers who have more than 50 touchpoints in a month…
1
country
1
month