Case Study
Touchpoint Mapping with a Voice of the Customer Program
Challenge
A cloud-based unified communications provider wanted to gain a strategic understanding of their typical customer journey and key pain points, as well as design of a robust VoC program by ensuring that key customer touchpoints are included and appropriately measured.
Approach
PeopleMetrics conducted structured qualitative interviews with business leaders of customer facing business units to understand how these business units interact with customers today, how they would like customers to interact with them in the future, perceptions of the highlights and pain points of the customer experience, and impediments to process improvements.
Outcome
Through our findings, this company was able to create a Voice of the Customer program, highlighting the opportunity to decrease call volume by improving how customer support was delivered through digital channels.
The insights also indicated the need to make their web portal more user friendly and easier to sign into, improving the process by offering support through the navigation process from a call center.
These changes helped drive business improvements, as well as operational efficiency throughout the company.