OMNI-CHANNEL CX AUDIT
OMNI-CHANNEL CX AUDIT
Improvements of business communication with customers
Improvements of business communication with customers
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Audit and optimization of customer contact communication channels including phone, sms, email, webchat, social media messaging.
Aim is to improve customer experience scores CX and minimize lost sales.
Inventory and analysis of customer communication channels in use.
"Mystery shopper" tests.
Communications policy review and update.
Review of internal communication tools.
Optimization of contact-center processes.
Proposals for organizational and technical improvements.
Scope elements
Channels
Phone
Webchat, web forms
Email, SMS
Social media messaging
Web video
Selected questions for improvement planning
Can you reach the company by phone?
How quickly are requests responded?
Do all the website forms function properly?
What happens if customers contact us outside of business hours?
Do social-media comments and interactions reach the business responsible?
Let's talk about CX in omni-channel communications
Let's talk about CX in omni-channel communications
+48 22 246 40 90
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