Discover Akio.cx, the software suite designed to improve the Customer Experience: from managing customer interactions to analysing the Voice of the Customer, not forgetting collaborative unified communications tools.
Customer journey and customer experience
The customer journey refers to all the interactions between a brand and its customers, whether before, during or after the purchase. It forms part of the more global concept of customer experience, which encompasses the overall perception that a customer has of the brand through each point of contact. Optimising this journey means guaranteeing a fluid, personalised and consistent experience, which is essential for increasing satisfaction and loyalty. The Akio.cx omnichannel customer service platform plays a key role in centralising interactions and improving the responsiveness and quality of exchanges across all channels, voice and digital.
Omnichannel customer journey
Changing consumer behaviour: Customers are interacting with brands via a growing number of channels before, during and after the purchase: telephone, chat, email, social networks, messaging, etc.
Increased expectations: Customers now expect brands to respond immediately, whatever the channel or time of day. Companies are rethinking their customer relations strategy by focusing on availability and responsiveness to improve the fluidity of interactions across all channels.
Key stages in optimising the omnichannel customer experience
Improving customer knowledge
It is essential to understand customers well in order to offer them a personalised experience, tailored to their expectations and context. This requires :
o Collect and analyse conversations across all channels, feedback on opinion and rating platforms and feedback via customer service evaluation surveys or questionnaires.
o Ensure the availability of as many contact points as possible, from e-mail to telephone, via social media and web call back.
Akio.cx enables companies and institutions to analyse this data in real time, providing advisers and supervisors with simple tools to improve the quality of interactions.
Centralising customer data
Having a 360° view of each customer makes it possible to offer a seamless experience:
o Akio.cx centralises voice interactions (telephone, Web Call Back, IVR) and digital interactions (email, chat, social media) in a single interface, Akio Unified.
o Features such as conversation analysis and AI-powered response recommendations enable agents to handle queries efficiently, whatever their complexity.
o The unified data structure improves efficiency by breaking down silos and facilitating consistent responses across all channels.
Improving omnichannel capabilities
Customers, users, patients, insured persons, users, citizens… in relation with an organisation, expect a fluid experience via their preferred means of communication, or the one best adapted to respond to their request efficiently, with the possibility of switching from one channel to another:
o Akio.cx provides a native omnichannel platform where each customer’s interaction history remains available regardless of the channel.
o AI analyses requests and recommends appropriate responses, improving response times and reducing agent effort.
o The platform also features collaboration tools (softphone, video, chat) to deal with complex issues, whatever the situation.
Discover the complete akio.cx software suite
Conclusion
The added value of an omnichannel customer relations strategy and the importance of the right tools to deploy it.
Adopting an omnichannel strategy enables companies to better understand and respond to customer expectations by offering a fluid, personalised experience. Too often, the evaluation of the customer experience is limited to a few channels, which distorts the overall perception. By centralising interactions via an omnichannel platform like Akio.cx, organisations can gain a complete view of customer behaviour, improve responsiveness and offer tailored responses. Akio.cx unifies communication channels, enabling more agile management and in-depth customer knowledge, increasing both customer satisfaction and business performance.