What is the Customer Journey & How BPO Companies are Reshaping it?

Jul 4, 2022

Customer interaction and the business processes related to it are fundamental in building value in your products or services. So, understanding these processes becomes important to positively reshape the customer journey for your organization. Smart business leaders are ensuring the alignment of these processes with the expectations and needs of their customers while focusing on the bigger picture of a successful venture. In this article, we will discuss what a customer journey is and how BPO companies are improving this journey.  

What is a Customer Journey?

The path of interactions an individual has with an organization, its brand, product, and/or services is known as the customer journey. These can be direct or indirect interactions like contacting a customer service team or getting acquainted with a brand at an event. Each customer has their own unique journey. The path taken via websites, customer service teams, and other various brand channels differs from one customer to the next.  Whatever path they take, customers expect the same overall experience, so it’s important for companies to evaluate all paths and ensure quality in all interactions.   

How BPO Companies Are Reshaping the Customer Journey

Fast Tracking Digital Transformation

Adopting a digital strategy can improve the operational efficiency of businesses by 40%. Unfortunately, most companies don’t have the resources or bandwidth to build out or incorporate this type of strategy.  This is where hiring a BPO company can be beneficial.  Most BPOs are already set up with a digital process that consists of technologies like automated workflow management, predictive analytics, and AI which help improve the overall experience and more value to customers.

BPO companies can assist healthcare providers by giving them and their customers access to neutral, cloud-based, and API-driven technology. These technologies can help providers to improve their efficiency and thus it is advisable for such businesses to partner with a BPO for their betterment. These technologies enhance the customer lifecycle journey and experience. It allows for easy integration with other software solutions, giving businesses the flexibility to change course when necessary.

Creating an Omni-channel Experience

Companies that adopt a more customer-centric approach and focus on a unified cross-channel experience provide more value to their customers and improve the overall experience they have with their brand. According to Omnisend, adopting an omnichannel approach can help improve customer retention rates by over 90%.

The extent to which customers can define their user journey and utilize assisted/self-service choices (portals, chatbots, and kiosks) is greatly enhanced through an omnichannel strategy. Having an omnichannel strategy can make it possible to unify the experiences across all channels and delivery touchpoints.

At First Credit Services, our omnichannel approach to customer service is designed to provide a seamless experience for customers, no matter how they interact with us. With OmniXP, we provide the consumers with a personalized experience by putting them in a driver’s seat and letting them choose when and how they prefer to be contacted.

Finding Data-Driven Insights

The ability to harness the power of data has been a game-changer for businesses, allowing them to make more informed decisions about their operations.

BPO agents and clients create a large amount of structured and unstructured data (text, audio) due to continuous interactions. Valuable call data like quantity of incoming calls, subject matter, response time to concerns, service levels, and the proportion of resolved vs abandoned calls are some of the parameters that can be captured and analyzed.

This analyzed information can be further used to improve the customer experience by identifying areas where customers are struggling and implementing changes to address these pain points. Such analysis can also help businesses save money by identifying processes that can be automated, thus reducing the need for manual intervention.

Additionally, emotional analysis from call recordings can provide insights into customer sentiment, improving agent response – helping them increase their efficiency towards better customer experience and closure.

EngageRight, from First Credit Services, leverages the power of sentiment analysis and data-driven insights that helps our agents provide an improved customer service experience.

Mapping the customer journey – The road ahead

The customer journey is the path a customer takes from awareness to purchase and beyond. Mapping this journey is essential for businesses to understand how customers interact with their brand and what needs to be done to improve the customer experience.

There are several stages in the customer journey, each of which presents its challenges and opportunities. With BPO companies like First Credit Services, businesses can overcome these challenges and provide a more seamless customer experience. To know how, contact us today.

Also read: Debunking the Myths about Business Process Outsourcing

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