Customer Journey Analytics.
Delivering a top customer journey requires an organization that ‘breathes’ its customer experience.
Does this sound familiar?
- Retention optimization efforts not cutting it?
- Are customers upset due to inefficient process, poor content, or malfunctioning technology?
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.
Understand how Customers behave on your e-Commerce.
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
Let Customers express their frustrations, understand why and act on it!
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).
Call & chat insights.
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.
Custom automation.
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.
The Germain Advantage.
Customer Journey Insights unlocks the full potential of your CX analytics. Improve Workflow in near real-time 24×7.
- Detect friction in your business operations across stacks and teams.
- Automate resolution in near real-time, 24x7.
- Improve Adoption, Compliance, Conversion, and Retention.
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.