Customer Journey Tracker

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Journey Automation

Customer journeys are rarely linear or pre-planned. Stay one step ahead with Journey Automation from Engage Hub.

Mapping, visualising, automating and optimising interactions, our solution drives customer retention, cost savings and efficiencies. In other words, it’s an essential tool for driving customer experience, sales and marketing ROI.

Map customer interactions

Customers choose how they interact with you based on what’s convenient at any given moment. But if channels and touchpoints are siloed or disjointed, you end up with a frustrating experience that damage your brand.

Our Journey Automation solution includes our Customer Journey Tracker, which gives you a bird’s-eye view of every customer interaction. Connecting data from all online and offline channels, it shows you in real-time how customers engage with your business – giving you a holistic understanding and deeper insight than ever before.

CUSTOMER JOURNEY TRACKER

Understand the customer perspective

Mapping customer journeys is just the first step. You also need to know what your customers want to achieve and how they perceive your business.

Our Journey Orchestration solutions helps you understand customer intent – the definitive reason customers get in touch in the first place. You can easily identify drop-off points, eliminate bottlenecks and reducing friction, delivering personalised journeys that make it easier for customers to achieve their goals.

CUSTOMER INTENT DISCOVERY

Automate personalised experiences

Are you unsure where to begin when it comes to journey optimisation and automation deployments?

The key is to understand customer pathways – because then you have clarity on how automation can streamline each journey.

By seamlessly integrating cutting-edge AI, Journey Orchestration lets you optimise at scale. For example, you can automatically trigger re-engagement when a customer drops off the expected journey, and you can predict future behaviour through actionable insights.

As a result, you can deliver hyper-personalised journeys in real-time, enhancing the customer experience while delivering significant cost savings.

Optimise customer journeys

With a real-time view of how journeys are unfolding, you’re armed with actionable insights to optimise services and campaigns.

Delivering a consistent experience across every stage of the customer lifecycle – with all customer journey information centralised in one view – you can monitor engagement, customer satisfaction and overall success of those journeys. And that means you can prove ROI on customer service and marketing investments.

Boost ROI with Journey Mapping

Optimise customer interactions in real-time

Our Journey Automation solution enables evidence-based decision-making – so you can increase revenue, cost savings and customer satisfaction.

MAKE EVIDENCE-BASED DECISIONS

Our Journey Automation solution uses our unique Customer Journey Tracker product to unite all customer data in a single, user-friendly view. It therefore gives you in-depth insight that helps maximise return on CX investments.

UNDERSTAND CUSTOMER INTENT

Understanding why customers contact you means you know where to start with automation. Journey Automation includes an intent capture capability, helping you focus automation so as to reduce costs and provide meaningful interactions.

PREDICT FUTURE BEHAVIOUR

It’s crucial to consider the entire customer lifecycle. Understanding customer behaviour gives you actionable insights that prevent negative outcomes – and AI-powered journey automation keeps customers on the path to conversion.

The Engage Hub Difference

Expert support, Fast track to value

Our customers routinely tell us that the Engage Hub deployment process is easier than they’ve experienced with other providers, with their requirements delivered seamlessly, on schedule and within budget. And that means they start getting value faster.

Our professional services team provides support from planning to deployment to optimisation, in line with your needs. Whether it’s stakeholder engagement to identify problem statements, workshops to map optimum customer journeys or training to onboard staff – you have experts on hand to drive measurable results.

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Journey Orchestration FAQs

What is journey orchestration?

To deliver personalised and seamless customer experiences, you need insight. The more you know about your customers and their behaviour at each touchpoint, the better positioned you are to deliver an experience that meets their unique needs and exceeds their expectations. Journey orchestration gives you a single source of accurate data from all systems, so you can confidently coordinate and automate customer interactions – at scale and in real-time.

Why is journey orchestration important?

Journey orchestration is crucial if you want to get ahead of the curve – and stay there. With journey orchestration, you’re positioned to increase customer value and satisfaction (leading to greater revenue and cost savings) and streamline internal processes (leading to greater operational efficiency).

How is journey orchestration different from journey management?

Journey management shows you where and how interactions take place. Journey orchestration optimises and streamlines interactions using automation based on real-time data.

What is the purpose of journey orchestration? What benefits does it deliver?

Journey orchestration streamlines the operations required to deliver high-quality, personalised customer experiences. It helps you manage at scale when customers use a range of touchpoints to interact with you – and expect a unified experience each time.
Benefits include closing the customer service gap, delivering better communications across campaigns and channels, responding to customer needs in real-time, increasing cross-team efficiency, gaining insightful data for continuous improvement, and increasing customer lifetime value.

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Revolutionise your customer journey.

Journey mapping and real-time journey orchestration are instrumental when looking to exceed customer expectations. Organisations across all sectors are revolutionising their CX with enhanced journey analytics. Find out how you can do the same in our whitepaper.

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