Keeping up with customer expectations isn’t easy, particularly now that people demand more for every business interaction. Consumers in the modern world want every transaction and service experience to be as streamlined, convenient, and personalized as possible.
To provide customers with the encounters they demand, companies don’t just need suitable service agents or tools; they also need to access the correct insights. The more information you can gather about your audience, purchasing journey, and their experience with your brand, the more you can optimize and improve satisfaction scores.
Fortunately, thanks to evolving software in the CX space, business leaders have more ways to capture relevant customer data. An activity tracker is just one of the solutions organizations can use to take their processes and strategies to the next level.
Why Companies Should Track their Customers
Tracking customers allows companies to learn more about their clients’ experiences, pain points, and expectations. Monitoring each customer’s activity as they move through the interaction journey with your business means you can better understand what needs to be done to convert an average customer experience into a great one.
Activity trackers can work alongside other practical tools in the contact center to assist companies with mapping customer journeys, improving interactions, and boosting satisfaction scores.
For instance, the Geomant Desktop Connect solution comes with a built-in activity tracker which monitors each stage of the customer journey while also providing agents with a unified agent desktop, where they can access crucial communication tools, call recording systems, screen pops, CRM technology, and reporting features in one place. These solutions enable businesses to provide agents with the information they need to deliver exceptional customer experiences and the tools required to optimize each conversation.
The Benefits of an Activity Tracker
Fundamentally, an Activity Tracker is just one of the core tools companies can use to simultaneously improve customer and employee experiences in the modern world. These innovative tools provide behind-the-scenes insights to companies without compromising on compliance and security, so organizations can benefit from the following:
- End-to-end customer experience mapping: Monitor all the steps customers take for a better view of the brand/consumer relationship and improved decision-making. You can pay close attention to every stage in the customer’s interaction with you, step by step.
- Improved productivity: With an activity tracker, agents can access all the information they need about a customer in one place and initiate calls straight from a customer detail page. This reduces the need to jump between different tools when interacting with clients.
- Enhanced personalization: Activity trackers provide real-time overviews of customers to agents so that agents can personalize the conversation to the caller’s needs. Direct insights into customer needs can also lead to better upselling and service opportunities.
- Automatic data collection: The suitable systems can automatically log call activities, saving crucial call details to the relevant CRM records. Your agents can quickly wrap up calls and move on to the following conversation without worrying about data entry.
- Growth opportunities: The end-to-end visibility offered by an activity tracking tool allows companies to make intelligent decisions on how to serve their customers better and manage their resources in the contact center.
With Geomant’s Activity Tracker built into the Desktop Connect ecosystem, it’s also simple for business leaders to rapidly implement their new technology. Everything can be up and running in a matter of hours, and the tools can integrate with existing services and solutions used by the team.
Discover the Advantages of Activity Tracking
The information companies collect about how their customers interact with them can be extremely useful. Not only does it offer a behind-the-scenes look at the customer journey, but it can also ensure contact center and service agents can offer more personalized, effective service to each client.
The more information you collect, the more you can empower your team members to deliver unforgettable sales and service experiences for every segment of your audience.
Connect with Geomant today to find out how our Activity Tracking tool and the Desktop Connect system can enhance and optimize your team while paving the way for better customer experiences.
