Online customer journey mapping can be an
extremely effective way to establish insight into your business from the most
important perspective – that of your prospective and existing customers.
Customer journey maps illustrate each step that consumers take in engaging with
your company online, helping to identify key trends and issues with your
website. Understanding how and why potential buyers move through your website
is essential to funneling those interested individuals toward check-out and
successfully completing a sale.
Let’s review some exciting tools that can
offer you the kind of online customer journey insights that you need to grow your business and take your sales to the next level.
Visualization Tools for Online
Customer Journey Maps
Easily track and showcase developing trends
within your website by utilizing a mapping visualization tool! This type of
software makes visualizing how the customer journey works simple and clear to
understand by turning your data into flow charts that identify trends for you,
mapping out common pathways through your website.
Augmented online customer journey maps can
take this type of software to the next level by incorporating interactive
widgets and automated insights – including abandonment alerts and analysis to
flag performance issues, anomaly detection, and efficient root-cause analysis
to drill down into critical issues for improved user experience. Augmented
mapping goes above and beyond to deliver actionable insights quickly and
effectively to make improving the customer experience easy.
Session Replay Tools for
If you are more interested in qualitative
information rather than quantitative data trends, utilizing session replay
software might be ideal for your business’ needs. Session replay tools offer
the opportunity to view video recordings of individual customer visits to your
website, allowing you to follow their exact journey just as it happened in real
time. This type of software solution is ideal for managing individual
complaints and improving customer service through detailed, accurate responses
to complaints and concerns as part of your business’ strategy.
Live Customer Service Chat Tools
Digital chat can be an incredible way to be
proactive in addressing customer needs while they’re shopping your website. Not
only do visitors have immediate access to your support agents right there in their browser, but you can also set up automated
scripts that can be triggered along specific parameters such as when a customer
visits the help page, attempts to click away from your site, or lingers on
a page for a specified period of time.
Chat tools make it easy to increase customer engagement and set the foundation
for successful sales transactions.
Assembling a Comprehensive
Strategy for Fine Tuning Your Website
If you’re wondering whether it’s possible
to combine multiple tools in your approach to improving the customer experience
and creating customer journeys that lead to increased sales, the answer is a
resounding yes! Pairing software tools that complement each other can result in
the most comprehensive perspective for strategic decision-making and enhanced
website functionality. In addition to using the software solutions listed
above, your business can also integrate those tools with Salesforce and Adobe
for even more impact when building sales growth. By utilizing the tools that
provide deeper insight, your business can set the stage for successful upward
sales trends both during and after COVID-19!