Gain Visibility into Cross-channel Customer Contacts

Today’s customers have a lot of options for interacting with your business for sales, service and support. Do you know which contact reasons have the lowest self-service rates? Do you know when customers are bounced from one channel to the next to the next … causing low satisfaction?

Are you seeing the complete picture of your customers’ experience across this wide array of customer service touchpoints?

Enkata’s Customer Experience Analytics monitors customer contacts across every channel with a common set of contact reasons (see Enkata Automated Contact Reasoning) so you can analyze channel preferences, compare channel resolution rates, and proactively discover weak links in your customer experience.

Enkata gives you the visibility you need to improve self-service rates, increase customer satisfaction, and provide a consistent customer experience.

Understand Cross-Channel Customer Behavior with Enkata’s Customer Experience Analytics

• Drive up self-service resolution rates. Identify opportunities to increase resolution rates in self-service channels and avoid subsequent costly agent contacts.
• Improve the customer experience. Map the entire customer contact sequence from agent-handled calls, IVR, website, email, chat, SMS, retail and kiosks to identify the causes of low CSAT scores. Track and improve First Contact Resolution (cross-channel) to deliver a “one and done” experience across any channel.
• Increase customer engagement. Understand how different customer segments interact with different channels by contact type to determine the optimal service offering for each type of customer.

Want to improve your customers’ experience? Request a demonstration to see Enkata Customer Experience Analytics in action.

Related Solutions

Enkata's solutions work together seamlessly. Use Enkata Customer Experience Analytics along with:

• Enkata Discover to identify the root problems causing service failures.
• Enkata Automated Contact Reasoning to automatically create and track contact reasons that are consistent across channels.