What would you do if you knew customers were contacting your call center in predictable patterns after visiting certain areas of your website? Whether you’re monitoring their behavior or not, customers are already interacting with your company through multiple channels—often switching between online and offline channels within a single transaction.
In this webcast and guide, Allen Crane, Executive Director of Research and Analytics at USAA, shows how USAA transformed its approach to customer relationship management using Adobe™ Insight, powered by Omniture™. By identifying cross-channel behavior patterns for specific audience segments, USAA improved online customer satisfaction and put in place trigger campaigns that are producing a higher return on investment, by 12 times, compared to online marketing initiatives that rely on self-selection.
This webcast will review:
The webcast outlines a roadmap for integrating data from your website with data from your call center, IVR, and other offline channels. By using multichannel analytics to understand when and why customers are moving across channels, you can anticipate where your customers will be and optimize their next interaction with you. Download now