Organisations that focus on optimising customer experience are the ones to be successful in the long run. So, it becomes necessary for the organisation to understand the customer journey while they interact with the product or service offered by the organisation. Dataplatr as call centre analytics solution provider enables organisation to collect the data across various touch points where the customer interacts with the offerings of the business.

Integrating Cross-Channel Interactions

Dataplatr as a contact centre analytics service provider integrates the data collected across touch points like website, mobile, social media etc., throughout the customer journey which helps the organisation to analyze customers interactions, behaviour and experience by applying statistical models and machine learning algorithms to identify and understand the patterns, trends, and insights of customers behaviour.

Mapping Cross-Channel Interactions

We at Dataplatr after integrating the data from different sources with our contact centre data analysis capability we map the data about the customer journey starting from searching for a new product until he purchased the product along with post purchase services as well to understand and gather insights into the behaviour of the customer and provide him with personalized services leading to better customer satisfaction and increased customer retention.

Benefits of Customer Journey Analytics

We also utilise the data to identify and address the customer pain points, modify or personalize the ad campaigns towards the target market, offer predictive insights, identify upselling and cross selling opportunities, and streamline workflows to get business insights which can help them in informed decision making. Also, it helps organisations to resolve channel specific conflicts and increase the conversion rates.

By partnering with Dataplatr this message can benefit by utilising our expertise in real time data analytics and creating customized dashboards to understand the customers intent, identify the areas for improvement, and optimise customer experience which can drive business growth.