21 Jul The Call Journey
At Nautilus, our promise has always been about helping you and your clients achieve a better customer journey. We achieve that by giving you a clear picture of how a call started, what happened after it got in the queue, and where it ended. Everything within a glance.
What is a customer journey?
This basically starts when a customer initially finds a way to contact a business. From there, they either call in or send a message, get in touch with an agent, and so on and so forth. The goal is to find resolution at the end of the journey.
Though every customer calls in for a variety of reasons, the goal is always the same. Whether they call in with an inquiry, a sale, or even just a simple hello — the idea remains. For any contact center, this is even more important as its goal is literally that: to provide quality customer service.
What we at Nautilus provide is the whole picture, designed to give you valuable insights to their journey in the hopes of predicting any trends that might come up in the future.
Important Parts of the Customer Journey
The image below is a screenshot of our Call Journey Details page. There are various parts here that need further insights.
- Call Event — as the name suggests, this refers to any significant events that occur during the journey. It tracks when a call first lands on a queue, when whether it was transferred, etc. From the image above, we can see that shortly after the call lands, they are greeted by an IVR. The caller chose a queue it enters, and was handled by an agent before the caller abandoned the call.
- Event Time — this basically just tracks the timeline of an event. It is broken down to date, hour, minutes, and seconds.
- Event Data — this is where the call journey shines. This part tracks everything from a caller ID, the number they’re calling, the disposition (answered, abandoned), and includes a link to the recording of the call.
How to use the Call Journey
Aside from the obvious tracking and recording features, there’s a lot of usage you can get out of knowing a customer’s journey. Here are a few suggested usages of the Nautilus Contact Center’s Call Journey feature:
- As a means of getting to know your customer — just like what Sun Tzu, the great military general and master tactician, said “ Know thy enemy and know thyself.” Though we don’t want to refer to our beloved customers as the enemy, the lesson rings true. When you get to know your customers, you get a better understanding of how you can best approach them and help yourself in the process.
- Storage for relevant information — the call journey tab contains all the information regarding a customer (most especially a link to the call recording). This is just another way to find the details you need if you need to reference them in the future.
- Reference for customer needs— based on the events detailed in the call journey, you can determine what your most common call drivers are. Are they mostly reaching out with technical issues? Order issues? You can glean those information easily with this feature.
- To determine how your customers’ preferred channels — are people reaching out using your hotline number? Or do they prefer to go through non-voice channels before being routed to your call center?
- To find out your peak hours — if you’re running a contact center, your hours of operation and peak hours are important things to keep track of. This would lead you to a better understanding of your business, and allow you to put the appropriate staffing and scheduling measures in place.
Why the call journey important to us at Nautilus
When we set out to launch a cloud-based contact center, we wanted to provide customers the following
- A powerful and consistent means of communication (web phone)
- A reporting portal
- A clear customer journey
We designed our solutions to compliment each feature, with the end goal of offering you a better, quicker, and more seamless way to reach a call resolution. All calls made on the Nautilus Contact Center are automatically saved on the cloud and tracked on our Reporting Portal. This is so that if and when you need the numbers, you have them in real time. And there’s the matter of our call journey.
To achieve our third goal of providing a clear customer journey, our first two features had to be in place. Our calling features are seamless and powerful, and given our usage of Amazon Web Services (AWS) and their promise of a 99% uptime we achieve this and more.
Our reporting portal keeps the pertinent information regarding an interaction, and this lends it towards the call journey tab. Everything complimenting each other seamlessly. This is the Nautilus promise.