Customer Journey Analytics.
Delivering a top customer journey requires an organization that ‘breathes’ its customer experience.
Does this sound familiar?
- Gap between expectation and delivery?
- All the indicators are positive, yet customers are dissatisfied!
- Too many single points of failure, making it hard to keep up.
Powerful Features And Capabilities to Improve Customer Journey.
Monitor every touchpoint and identify the causes of frictions.
Grant Germain access to every customer touchpoint your organization relies on, enabling you to understand how customers interact with your operations and channels, and pinpoint the causes behind the various frictions experienced.
Learn more about how to monitor business processes that span across channels and how to analyze a customer journey.
Diagnose Journeys.
Easily identify and break down journeys at scale, then dive into the parts that cost your business the most.
Analyze your clients’ behavior at scale, and then replay some of their journeys.
Let your clients speak by understanding them without direct communication!
Often, you can save a client if you act promptly and effectively! Germain’s Real-time User Feedback feature, combined with its Video Recording and Session Replay, is the ultimate tool for gathering valuable insights from your customers and understanding why they complain – at the moment of frustration – enabling you to address it immediately!
Learn how to enable Germain’s User Feedback Popup.
Find frictions during calls and chats.
Frustrations caused by a misleading AI chatbot or a CSR? Get real-time insights about the synergy occurring during a chat, and act on it.
Automatic diagnosis of issues during calls or chats.
Tailored and adaptive automation.
Customers should never experience friction. It’s best to take action proactively and swiftly. Detect and resolve issues before they impact the customer, and send alerts when critical events occur. Guide a chatbot with the right content to assist clients in finding what they need, automate solutions, and more.
Build your custom KPI and automation to accelerate CX optimization.
The Germain Advantage.
Thorough and complete customer journey insights are often challenging and costly—unless you let smaller vendors handle it for you!
- Detect friction in your business operations across stacks and teams.
- Automate resolution in near real-time, 24x7.
- Improve Adoption of Apps and Conversion of eCommerce.
Our team is standing by to help you every step of the way. We can help customize your workflow real-time analysis and make it a perfect fit for your organization.
Business impact @ scale.
It’s not worth addressing issues unless you know whether they have a significant impact on your customer journey. Germain’s aggregate and operational dashboards allow you to identify the problems that cost your organization the most at scale. Easily delve into these issues to determine the root cause. Drill all the way down to a Session Replay and find the true source of your UX friction.
100% searchable.
With Germain, all your Metadata and Business Data are fully searchable. This is a must to help identify business impact at scale, dive into a critical problem, and fully understand your day-to-day operations.
Very customizable.
How many times have you hit a roadblock with one tool and had to search for another tool? At Germain, we believe that all real-time monitoring, analytics, and automation should be delivered by a single, highly customizable platform. From what data it collects and from where – to how it analyzes the data and what automation it applies – to how it visualizes, alerts, and reports on the data – Germain does all this and more under one amazingly versatile platform.
Exceptional support.
Want unlimited support? With Germain, that’s just the beginning. We’re dedicated to meet the specific needs of your business, whether it’s improving adoption, conversion, retention, or something else. Additional support helps your team get the most out of our platform – all at no extra cost.
At fraction of the cost.
It’s time to reduce operating costs and improve efficiency with Germain’s top-rated real-time monitoring, analytics, and automation platform. Our non-financed organization can offer you a comprehensive customer journey solution at a fraction of the cost. Don’t waste money on overpriced technologies – choose Germain and get the same benefits at a much more affordable price.