Struggling with Customer Experience? Track These 5 Omnichannel Metrics!
Intellicon
A one window CX Platform comprising of Omni Channel Contact Center, Customer Engagement and CRM for Sales and Support
Brands interact with customers on many levels, such as social media, websites, physical spaces like stores, and phone lines. This multi-channel conversation has brought about the concept of omnichannel customer experience. Companies need to provide an uninterrupted customer experience through all touchpoints.
A study showed that 73% of customers use multiple channels in their shopping journey.
By tracking the right metrics, you can better understand customer behavior, enhance satisfaction, and drive business growth. However, what should you pay attention to?
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Here are five key metrics that will help you succeed in omnichannel customer experience.
1. Customer Satisfaction Score (CSAT)
96% of customers believe that customer service plays a big role in determining brand loyalty among customers. This statistic reveals why it is necessary to track CSAT within an omnichannel system.
2. Customer Retention Rate
Boosting profits by 95% is possible if customer retention increases by only 5%. The statistics show that this becomes particularly pronounced in an omnichannel environment.
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3. Average Resolution Time
90% of customers expect an immediate response (10 minutes or less) to their customer service queries.?
4. Channel Performance Metrics
It is reported that 73% of customers use various channels in their journey to purchase, a figure that underpins the intricacy of modern customer behavior and the need to recognize how each channel contributes to the general customer experience.
5. Net Promoter Score (NPS)
Net Promoter Score is another powerful metric that measures customer loyalty and their likelihood to recommend your brand to others. In an omnichannel context, NPS provides a clear picture of how well you’re delivering a consistent and enjoyable experience across all channels.
Intellicon in Omnichannel Customer Experience
Intellicon with it’s cutting-edge technology transforms omnichannel CX’s efficiency. Intellicon uses advanced tools and solutions to efficiently track key performance indicators behind multi-channel success. Intellicon analyzes data continuously for any patterns that could indicate when a customer might churn. This information is then used to proactively keep customers by providing consistent, personalized experiences at all touchpoints.