When it comes to providing an unparalleled customer experience, there’s no magic formula. It’s a continuous process of evolving and refining your approach to meet the changing needs of your customers. But we at QuandaGo have devised a performance analysis methodology that can streamline this process and offer you a fresh perspective on your customer journey – a novel approach QuandaGo now launches as, The SOAR Methodology.
This methodology was conceived from the invaluable insights we gathered from our CX Deepdive Scan – a comprehensive audit tool that delves into the inner workings of your contact center, business processes, and the in-house knowledge of your employees. The scan is based on a questionnaire that was crafted with meticulous attention to detail, focusing on Key Performance Indicators (KPIs) that we identified as critical to good customer experience.
SOAR is a methodology for generating innovative solutions to complex business problems, an approach to help you to optimize your customer journeys and to create a more effective CX organization. The centerpiece of the SOAR methodology is an end-to-end analysis of the customer journey, focused on identifying automation opportunities for agents and back office employees. This analysis then triggers a four-step process.
But why these four steps: Simplify, Optimize, Automate, and Reorganize?
The process begins with simplification. We scrutinize every aspect of your customer journey and identify areas that can be simplified. The goal is to eliminate any unnecessary complexity that could hinder the customer experience.
Next, we optimize. Now that we’ve streamlined your customer journey, we look at your customer-related processes. We find ways to make these processes more efficient and effective, further enhancing the customer experience.
The third step is automation. Here, we identify parts of your customer journeys that can benefit from automation. This not only increases efficiency but also allows your team to focus more on tasks that require a human touch.
Finally, we reorganize. This involves rearranging your customer journey to enhance its flow and ensure it aligns with your customer’s needs and expectations.
Our methodology is not just about improving your customer experience. It’s about understanding your customers, your processes, and your potential. It’s about helping you navigate the complexity of customer experience management and putting you on a path to success.
One of the tools QuandaGo uses as part of its SOAR methodology is QuandaGo’s Conversational Analytics solution. With Conversational Analytics we analyze the content of all of your customer interactions to understand the intent behind these interactions and to understand trends and root-causes. 90% of the information around why customers reach out to you is captured in the content of the actual interactions. By applying QuandaGo’s intelligent Conversational Analytics solution, we make this data accessible and actionable. This creates important insights which benefit your organization as well as your customers.
So come with us on this journey. Let us help you Simplify, Optimize, Automate, and Reorganize your way to an exceptional customer experience. For more on this and how QuandaGo can help, take a look at SOAR here or schedule a quick DEMO today to learn more about how we can help you improve your customer journey and take your business to the next level!