Customer Journey Analytics
Retention optimization efforts not cutting it? Germain UX can help.
Does this sound familiar?
- What are the true causes of customers dropping off?
- The never-ending debate – are customers upset due to inefficient process or poorly functioning technology?
Powerful Features And Capabilities to Improve Customer Journey
Dive into a Customer Journey
Germain’s Business Process Insight is a game-changer for organizations with customer-involved operations. Gain a deep understanding of how customers interact with your operations and channels, giving you both qualitative and quantitative insights to help you optimize and improve. Analyze operations across different stacks with flexible and customizable correlation capabilities. Whether it starts with a phone call, continues with an online order, a CRM entry, and ends in an ERP system, Germain has the answers. A comprehensive view of customer behavior enables you to make informed decisions and enhance the effectiveness of your operations.
Learn more how to find process inefficiencies.
Learn how to identify all the data updates a user made.
Understand how Customers behave on your e-Commerce and Online Chat
Our cutting-edge technology records everything about the Customer Journey including what a customer sees and does, giving you a comprehensive analysis of the Customer experience. Don’t waste time sifting through countless videos. Let Germain capture the complete customer experience and help you understand the true cost of UX issues at scale. Upgrade to Real User Session Replay and take your UX improvement to the next level.
Learn more about Germain’s Real User Session Recording and Replay
Let Customers express their frustrations while it happens, and review it later, and in context!
Germain’s User Feedback feature is the ultimate tool for gathering valuable insights from your customers. By collecting feedback in real-time – at the moment of frustration – you identify issues as they happen in a customer journey. Customer surveys are useful, but they can’t compare to the in-depth and real-time feedback you’ll get from Germain’s User Feedback feature. Don’t wait for issues to escalate. Start improving your operations now.
Phone Conversation Analysis
Integrate your CTI technology with Germain and get real-time insights about the synergy between a Client and a Sales or Service representative.
Auto Resolve Inefficient Workflows
Improve your business operations with Germain’s powerful auto-resolution feature. When it’s reasonable, safe, and possible, Germain can automatically resolve frictions and unlock stuck processes, helping you streamline your workflow and increase efficiency. But don’t worry – all actions taken by Germain are subject to review and approval by your team. You maintain complete control over your operations at all times.
Smart Insights
Our platform automatically detects deviations from an expected customer journey and records customer behavior with millisecond precision to reveal any frustration and confusion. Germain analysis covers both the browser and backend infrastructure levels. You can even create custom algorithms for added automation. Search through recorded customer sessions at scale to find specific error codes and unlock session metadata and business data to get comprehensive insight into customer behavior.
Early Problem Detection
Detect and resolve problems before they impact your customer journey or business. Our powerful platform offers a range of features, including RPA Bot, Remote Transaction Execution, and Web Services. All this allows you to proactively identify and fix issues. Germain’s advanced technology gives you the tools you need to stay ahead of problems and keep your business running smoothly.
Learn about Germain features for Selenium, RPA Bot Recorder, Smart Insights and other automation features.
GPDR & PCI
Germain allows you to easily configure whether or not to store sensitive data, and if it is stored, it is not searchable. Our tool helps you meet GDPR compliance requirements by allowing you to securely store personal data, automatically delete data when it is no longer needed, and easily access data protection settings. Choose Germain for peace of mind and confidence in staying on top of data protection and consent obligations.
- Learn more about Data Privacy.
- Learn how to make Data Privacy Dynamic
- Learn how to manage Dashboard Visibility per Team.
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 & unique 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.