Customer Service Journeys document the experience customers have from their point of desire to fulfillment. It includes not only the interactions a person has with a company, but also the touch points where their impression of the brand is impacted.

“Customer journeys are multi-channel and change direction at a customer's whim — after all, it’s their journey, not yours” (CMSWire)

Evaluating the customer service journey is not a way to box customers into a desired path, it’s a way for brands to better understand customer desires, anticipate needs and uncover opportunities to delight.

But before you can measure this in a meaningful way, you need to draw up clear strategic goals as well as the key performance indicators you will use to measure them. This way you will be able to pinpoint issues, track them back to their source, and apply improving actions. This process will help you to optimise every step of the customer journey so that you can keep customers on the desired path at every point of interaction.

It’s crucial that your customer never reaches the end of their journey with you.

Talk to Ntouch today to find out how you can improve your customer service journeys.

Each year, Ntouch runs fund raising events to help raise money for their main charity, Wallace & Gromit’s Grand Appeal. This Bristol based charity was first established in 1995 and is the only charity fundraising exclusively for the Bristol Royal Hospital for Children and St Michael’s Neonatal Intensive Care Unit (Special Care Baby Unit) at St Michael’s Hospital. 

The charity has managed to raise over £27 million to support a wide range of life-saving medical equipment as well as: family accommodation, patient comforts and run programmes involving art, music and education for the children.

In August, Kirsten and our Operations Manager Holly, took to the skies to take part in a terrifying skydive to raise money for the charity. After a five hour wait for the weather to improve, they finally took the plunge and Jumped 10,000 feet out of a plane. We have happy to say that they are still in one piece and are delighted to have managed to raise a staggering £857.00 for the charity.

A big thank you to everyone who sponsored our brave staff.

We all know that as soon as December kicks in (or from as early as November for those very organised people), the panic of what gifts to get your loved ones can be a real headache. Increasing numbers of people chose to avoid the hectic rush of the shops and click away at their computers to buy online – but what happens when something goes wrong?

1. The payment won’t go through
2. The item is showing as out of stock
3. You need to have the item delivered to an alternative address
4. The order hasn’t arrived
5. The item is the incorrect size or colour
6. The item is damaged
7. Some of your order is missing
8. You need a refund
9. You need an exchange

When problems arise, you want to speak to a real person who understands your frustration. You want your issue resolved quickly, efficiently and with a bit of festive cheer as the cherry on top. It sounds simple enough, but when the number of customer contacts soars in December, many companies struggle to cope. ‘Solutions’ such a generic responses to ensure that people hear within the recommended time frame frustrate the customer further, lead to additional emails and calls and escalate relatively simple enquiries into complaints.

So what can you do?

Be honest with your customers
If you’re experiencing a higher number of contact because of the Christmas rush, tell your customers. Email them back straight away and tell them you will endeavour to respond as soon as possible

Take advantage of all communication channels
Twitter and Facebook are great platforms for providing an immediate response and letting the world know that you appreciate your customers’ concerns.

Read and Listen
Inevitably, if a customer issue is taking a while to resolve, the customer might speak to several members of your customer service team. If this is the case, read previous correspondence or listen to what has already been actioned so that you don’t repeat what’s already been done. It saves time for you, and it prevents the customer from having to repeat their problem over and over again.

Get help
You can always count on Christmas to see a raise in sales, enquires and complaints so get help. Hire a few extra members of staff to help out over the Christmas period. This will help your company run a much smoother operation. Queuing and being put on hold will just frustrate customers more. 

Here at Ntouch, we can take care of your customer services so you can join in the festive cheer too.