Delivering a top customer journey requires an organization that ‘breathes’ its customer experience.
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.
One critical portion of that journey occurs online. Our technology records what a customer sees and does on a website with millisecond precision, assisting you in identifying areas of interest. It also identifies the causes of quantitative and qualitative frictions. And to save time, Germain assesses business impact at scale before watching its recorded videos.
Learn more about Germain’s Real User Session Recording and Session Replay
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 (NPS).
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.
Learn how Germain detects and diagnoses issues when calls or online chats don’t go well.
Customers should never wait, best to take action as quickly as possible. Detect and resolve issues before they impact them, send alerts when critical events occur, influence a chatbot with the right content to assist a client looking for something, etc.
Build your custom automation to further detect, alert or resolve issues.
Customer Journey Insights unlocks the full potential of your CX analytics. Improve Workflow in near real-time 24×7.
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.
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.