As we know, customers can interact in many ways – visiting a store, website, app, email, phone, and chat. In today’s digital age, the options are becoming increasingly complex and abundant as customers demand flexibility in their touchpoints. This is why building cohesive customer journeys is an integral part of a positive customer experience. It is not longer impressive to send a customized message with the client’s name on it – customers expect personalized offers, on their preferred channel, at their preferred time. Customer journey tools facilitate increased personalization throughout the customer lifecycle by incorporating contact and response data from every touchpoint to truly personalize the customer’s experience.
Let’s visit an example to better understand how to create a seamless experience. A customer is travelling to France from Canada and calls their telco provider to get an international phone plan. Initiated by this phone call, they should be enrolled in a journey around travel. This might include providing resources about local emergency phone numbers or notification reminders to switch to a domestic plan upon return to Canada. By creating a seamless experience, the customer will receive offers related to their current situation, and all other messages are paused. This results in highly relevant offers with an increased likelihood of acceptance, and decreased odds of the customer unsubscribing or ‘tuning-out’ the messaging.