Great things are achieved when using Customer Journey Maps and a conversational user interface.
Customer Journey Maps (or Feedback Maps) are used in Wizu for three reasons:
Generate surveys from maps
You probably have a Customer Journey Map that represents what your customer experience so why not use this to create the survey. By defining what you want to measure on your map, you can easily generate surveys based on your Customer Journey Map. Model first, then surveys.
Configure the flow of the conversation
- Provide reactions to the respondent if they mention a touchpoint negatively or positively.
- Change the conversation probing based on touchpoint interest. For example you may be interested in a touchpoint you can change such as 'agent' rather one you can't such as the IVR. Changing the Follow-up interest on a touchpoint directs the conversation to follow-up based on your map.
Text Analytics reporting
Combine customer mentions to match up with a touchpoint and make sense of the your data in a view you are familiar with.
How to configure a touchpoint
Within a Feedback map, drag a touchpoint onto a stage and open.
Set the text of the touchpoint (for you to see only) and choose the touchpoint type - typically this is "Touchpoint", but can also be Moment of truth. If the touchpoint is set to be moment of truth, this generates a separate question if used to generate surveys.
The 'Mentions' field is where we set what keywords or phrases that the respondent mentions are to be associated with this touchpoint.
- Multiple keywords can be supplied separated by a comma.
- Mentions are not case specific so 'CSM' or 'CsM' or 'csm' will all be matched.
- If using a phrase, don't include quotes
- Each word will be stemmed so you don't have to include plurals
Choose custom reactions if required at the positive and negative fields. And choose how sensitive you want to trigger them. If you move the slider to the right for 'High Sentiment Required' then the reactions will only be displayed if extreme sentiment is expressed for the touchpoint such as 'the agent was terrible' or 'the agent was amazing'. If slider is moved to low sentiment then the reactions will mostly be displayed. Please not this sentiment trigger applies to both positive and negative sentiment.
Reactions can also be turned off completely at the AI Question itself by toggling the 'React to touchpoint or stage keywords'. Also if 'Detect sarcasm' is enabled, then reactions won't be displayed if the primary metric (NPS, CES, CSAT) scores a low score.
This is where you can prioritize the probing if there are multiple touchpoints mentioned. So the 'Agent' touchpoint can be set to be 'High Interest' but another touchpoint such as 'IVR' maybe set to 'No follow-up prompt'. When a respondent enters some text such as 'The IVR was terrible and the agent was rude', the conversational AI will identify that the IVR is low interest and the agent high, so will probe around the touchpoint agent.
Probing interest can also be set at the question level (see screenshot above) and either turned off or turned up.