Customer Journey Tracker

Customer journeys aren’t linear. They’re not pre-planned either, with people spontaneously choosing touchpoints based on what’s convenient for them at any given moment.

With Customer Journey Tracker you can map, visualise, automate and optimise interactions in real-time to meet customers’ unique needs – and make evidence-based improvements that drive customer retention, deliver provable return on investment and improve operational efficiency.

Discover the real journeys

Customer Journey Tracker gives you a bird’s-eye view of every interaction your customer has with your business from first contact and beyond, across every online and offline system. It enables you, for the first time, to see your business from your customers’ perspective. The Tracker gives you a real understanding of how customers engage with your business while identifying drop offs, eliminating bottlenecks, automating all engagement and reducing friction. That way, you can deliver personalised and successful journeys that matter and have a direct impact on your business goals.

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Create a single view

Easily integrate and orchestrate data from any of your existing systems or platforms into one single view, so there’s no need to rip and replace existing infrastructure. Customer Journey Tracker connects data from across customer touchpoints, blending offline or real-time data, enabling you to offer proactive support and engagement. And the more you know about your customers, the better positioned you are to deliver an experience that meets their unique needs and exceeds their expectations.

Automate a personalised experience

Powered by the latest AI technologies, Customer Journey Tracker enables you to automate and streamline all journeys across your business. By proactively communicating with customers at the specific stage of their journey or by changing the customer service based on their needs, you can then affect the journeys in real-time. That way, you treat your customers uniquely and provide a truly personalised journey, guaranteeing they have best experience with your brand – but in a scale and cost-effective way.

Journey Automation

Prove with actionable insights

With this real-time view of how journeys are unfolding, you can make evidence-based decisions about optimising your customer experience, services and campaigns to meet your KPIs. Easily configure Insights dashboard unique to your business so that you are armed with actionable insight to deliver a consistent experience across every step, stage and interaction of customer lifecycle. With all customer journey information centralised in one view, you can monitor the engagement, customer satisfaction and overall success of those journeys – proving the ROI on your digital investments.

“Engage Hub is a good fit for companies looking to stand up journey automation in a very short period of time to improve the experiences customers have with call centre agents or boost engagement in customer lifecycle programs.”

The Forrester Wave (TM):

Journey Orchestration Platforms, Q2 2020

"Engage Hub has helped us drastically improve our end-to-end customer journeys, providing real-time access to customer insight, enabling our customers to self-service when they want and how they want, boosting operational efficiency by freeing the agents to focus on more complex queries."

Head of Customer Journeys

Tier 1 Irish Bank

"With Engage Hub’s help, we’ve significantly reduced call centre operating costs while simultaneously boosting customer satisfaction ratings. The future-proof solution is ensuring that we continue to give our customers the best possible experience."

Head of Call Centre Operations

Health and Beauty Retailer

Identify successes and eliminate bottlenecks.

Customer Journey Tracker gives you deep insight on how people move through the support, marketing and sales journeys.

Investigate every interaction

As Customer Journey Tracker gives you a holistic view of all interactions, you have a view of valuable data and the ability to deep dive into each customer action point down to individual level for comparing journeys against benchmarks, offering proactive support, pre-empting issues and personalising the experience.

Automatic re-engagement

Powered by Engage Hub’s platform, Customer Journey Tracker enables you to automatically trigger re-engagement when a customer drops off the expected journey. The result: improved customer satisfaction, higher engagement and greater revenue opportunities.

Predict future behaviour

It’s crucial to think in terms of the entire customer lifecycle, not just a one-off campaign. With holistic understanding of customer behaviour and actionable insight, you are empowered to prevent negative outcomes and can keep people on the path to conversion.

Accelerate ROI

By proactively improving the customer journeys, you’ll see faster return on your digital investments and confidently invest in your campaign roadmap. After all, successful journey optimisation will increase revenue, deepen engagement and reduce costs throughout the customer lifecycle.