Livejourney | How to coordinate & control complex processes ?

Service Subscription

THE CHALLENGE

When a customer wants to subscribe to an offer, it is essential to make its customer journey as easy as possible, otherwise, he will be discouraged. The risk: a significant rate of lost customers and/or a high rate of detractors.

THE SOLUTION

Livejourney is able to capture all interaction whether made by the customer or the company back office. Its dynamic and time-leaded mapping allows to see at a glance call reiteration, back and forth between different company services, and lead time.

THE OUTCOME

80% of customers call the company to follow their subscription demand. 36% of them call more than twice. A follow-up service has been proposed to all customers.

Account Opening

THE CHALLENGE

For an online bank, it is essential to respect its commitment to its 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 succeeded in highlighted 40% of rework between 2 steps “documents sending” & “bank checking”. The wasted time was in this part of the process, that’s why it was impossible to meet deadlines initially promised to the customer.

THE OUTCOME

A better training of call centre agents and a refresh of the scanning document process lead to a reduction of account opening time and an increase in customer satisfaction.

Marketing Campaign

THE CHALLENGE

For any service provider, marketing campaigns are one of the way to gain new customers. That’s why marketing suppliers who manage these strategic communications must be in a high-performance way of proceed.

THE SOLUTION

Thanks to the Livejourney’s Tower Control, it is possible to have a factual benchmarking for all suppliers and all campaigns in real-time. It also easy to follow and compare business KPIs such as productivity per hour, timeframe to get a customer agreement, or conversion rate.

THE OUTCOME

By having undeniable metrics, a telecommunication operator was able to renegotiate his contracts with the suppliers and have a gain in productivity.

Customer touchpoints analysis

THE CHALLENGE

For an international B2B company, customer care is at the heart of business. That’s why all communication channels must be able to answer to the customer without generate repeating touchpoints and weariness.

THE SOLUTION

Livejourney is able to capture the entire customer journey based on CRMs and websites data. Its dynamic and time-leaded mapping allows to see at a glance loops, single & multi channels customers and the order in which the channels are used, and this for each reason, day and time.

THE OUTCOME

First of all, customers are mono channel users! Among those who use multiple channels, 20% of them call after having used the chat module on the website ; 5% of them send an email. As you can zoom-in / zoom-out into the Livejourney software, it’s very easy to spot the 8% of clients who have more than 50 touchpoints in a month…

Service Subscription

THE CHALLENGE

THE SOLUTION

THE OUTCOME

1

3

+ Proactive

Account Opening

THE CHALLENGE

THE SOLUTION

THE OUTCOME

1

6

- 3 days

+ 10 points

Marketing Campaign

THE CHALLENGE

THE SOLUTION

THE OUTCOME

12

1

Money

+ 10%

Customer touchpoints analysis

THE CHALLENGE

THE SOLUTION

THE OUTCOME

1

1