Optimizing customer paths

Conversations, telephone calls, survey responses, e-mails, letters, in-store visits, home visits, deliveries, after-sales service…. Optimizing the customer journey involves measuring the experience delivered at each point along the way, better positioning contact channels, and identifying snags so as to implement continuous improvement plans. It’s no longer enough to offer a smooth omnichannel customer journey; it’s now necessary to anticipate black spots, detect hidden dissatisfaction and, better still, aim for the WoW effect. With the Eloquant Customer Experience Cloud platform, you can map the customer journey, unify communication channels and integrate new ones to improve the quality delivered at each key stage, and measure satisfaction at each key point in the customer journey to detect black spots and weak signals and deal with them quickly.

The challenges of customer journey optimization

A seamless omnichannel experience

Customers interact with companies via multiple channels: contact centers, physical stores, websites, mobile applications and social networks. Through an omnichannel customer journey, customers can move from one channel to another without friction or repetition of information, and, thanks to the history of interactions, deliver a consistent, seamless experience across all these touchpoints.

Personalized interactions

Better knowledge of the customer and his or her history enables interactions to be tailored to specific customer needs and preferences. This effective personalization of the customer experience increases customer engagement and satisfaction.

Loyalty and referrals

Customer loyalty is built on satisfaction after the experience of purchasing, using the product and interacting with customer service. The simpler and more optimized the customer journey, the more positive the experience, encouraging customers to repeat purchases and recommend the brand to friends and family.

Continuous improvement of the delivered experience

Analysis of the customer journey, via customer feedback, identifies weak signals and points of friction, as well as best practices to be systematized. The aim is to continuously improve the products, services and experience delivered to customers.

How does Eloquant help you optimize customer journeys?

Omnichannel contact center

Satisfaction survey

Semantic AI

Chatbots and callbots

IVR

Publication of notices

They use Eloquant

We support 320 customers and our solutions are deployed in 123 countries. Discover some of our achievements…

Insurance and mutuals

Mutuelle Nationale Territoriale (Groupe VyV)

Telecommunications

Bouygues Telecom Entreprises

ARaymond

When a global industrial company measures... customer AND employee satisfaction

Industry, Construction and Public Works

BDR Thermea

How BDR Thermea optimizes call management for optimum service quality!

Business Services, IT, Software publishing

Ivalua

When a Franco-American unicorn, a leading international Purchasing software publisher... optimizes its technical support management

Energy, Water, Environment, Industry, Construction and Public Works

Primagaz

How Primagaz optimizes call handling and customer service quality

Eloquant, your Customer Experience cloud platform

A unified, centralized platform to manage, orchestrate, measure and analyze conversations with your customers. Listen to the voice of your customers and act in real time on the drivers of satisfaction or dissatisfaction to improve the Customer Experience.

Omnichannel Contact Center

Voice of the Customer / Satisfaction surveys

Discover our white paper
"Domplus"

How a personal services specialist listens to its customers, while training its employees.

Case studies

Here are a few case studies!

Blog

Check out the latest Customer Relations news!

White papers

Download studies and analyses of the market and our solutions!

“Thanks to the customer satisfaction measurement solution, we address our customers but also the customer of our clients, who are the real beneficiaries of our services. We are thus improving our knowledge of end customers, to meet their expectations best.”

Jean-Yves LEPINE

Customer Experience Director, DALKIA

“Thanks to the Eloquant Contact Center solution, we can pool the resources of our customer center and deliver both optimal service to all our customers, but also premium service to our customers with higher added value.”

Franck BONNEMAINS

Infrastructure and Services Management Director at DHL

Are you intrigued? Need to know more before taking the plunge?

Any questions?

Why buy call center software?

Call center software, also known as contact center software, is used to manage inbound and outbound customer service calls. It includes a range of tools and functionalities designed to optimize the orchestration and management of call campaigns and call flows in real time.
Choosing cloud-based software enables companies to manage their contact center without the need for lengthy integration projects and physical infrastructure such as local servers. It also facilitates access for remote agents.

Optimizing customer paths

The challenges of customer journey optimization