Digital Footprint Assessment
Assess and benchmark the health and integrity of your omnichannel customer service offering
At Praxidia we understand the critical role that effective Knowledge Management practice plays in the roll-out and maintenance of an omni-channel service offering. However, while this is a widely held customer service industry principle, few companies today can provide a consistent and comprehensive service experience across all touch-points.
The Praxidia Digital Footprint Assessment provides a thorough ‘health check’ of your omni-channel service offering, identifying key areas for improvement to process, people and technology.
The Assessment commences with a detailed analysis of contact centre call drivers, identifying the practicality and feasibility for servicing each issue type through alternative omni-channel mechanisms.
Upon completion of the feasibility study, a thorough gap analysis is performed of each service channel, identifying deficiencies and shortfalls in content availability, discoverability and accuracy.
The Assessment concludes with a series of actionable insights, ranging from quick wins in content publication, through to broader change programs pertaining to people, process and technology.
Each insight is supported with a data-driven business case, outlining the top and bottom line profitability benefits achievable through effective knowledge management practice.
IN A NUTSHELL
A comprehensive ‘health-check’ of the omni-channel self-service ecosystem.
All key self-service channels are analysed to identify gaps in content that may be detrimental to customer self-service and call avoidance.
- OPTIMZE KNOWLEDGE MANAGEMENT PRACTICE
- ALIGN CONTENT ACROSS ALL CHANNELS
- DELIVER A CONSISTENT CUSTOMER EXPERIENCE
- REDUCE CALL VOLUME
- IMPROVE CSAT