Customer Journey Analytics demo
See where move-in, connection and payment journeys break. 1:13
What the demo shows
A system solution for journey owners that measures drop-off and effort across utility journeys.
Every web and app event, contact, order milestone and survey answer is stitched into one journey per customer request. Each journey is drawn as a lane across four stages: its width is the customers still on track, its bubbles the times customers had to come back. Agents count those come-backs into an effort score, cost them, read the calls to say why and draft a fix with an owner; the journey owner approves.
Transcript
- Customer Journey Analytics shows journey owners where customers drop out and where they call again.
- A connection crosses six channels and five systems.
- Nobody sees the whole request.
- Each journey is a lane across four stages.
- Its width is the customers still on track.
- The survey says new connections are fine, 81% happy.
- Measured effort counts every return.
- The new connection lane narrows, after inspection passed, 3.4 contacts per customer, 586 customers waited.
- Omar chatted, called twice, emailed, and walked in.
- The order record shows why.
- Power is released by hand, once a week.
- The fix is drafted with an owner, 1,400 fewer contacts a quarter.
- Layla approves. Build on Botminds, agents, data, screens, and governance on one platform.
Transcribed from the film’s narration. Captions are on the player.