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Customer journey - Linistry - Tailored Digital Queue Management for Enterprises

Customer Journey Management

Appointment Booking and Queue Management
Customer Journeys that sell more
We help your branch or store networks increase sales conversion rates by streamlining and bridging digital and physical customer journeys.
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What is a
Customer Journey?

A customer journey encompasses all the steps — online and in-person — a customer must take to discover, understand, and receive a service. While in-person interactions are inherently more complex, they are sometimes necessary. Identifying when and for whom in-person service is essential is critical to designing effective customer journeys.
Customer journey - Linistry - Tailored Digital Queue Management for Enterprises

Ad-hoc Customer Journeys Lead to Unhappy Customers and Missed Opportunities

Service providers’ clients suffer from a lot of friction due to traditional customer journeys. The challenge lies in making these journeys frictionless. By focusing on the areas below, you can streamline the customer journey, creating a seamless experience that drives both satisfaction and sales conversions.

Tailor Journeys to Customer Preferences

Customize journeys per channel to deliver a truly streamlined experience. We support channels like the web, contact center, mobile app, chatbot, social platform, e-mail, branch or store.

Leverage Journey Data

Collect and utilize data from the customer journey, such as:

  • What preceded the decision to book an appointment?
  • Which channel did the customer use to book the appointment?
  • What information did the customer provide during booking?

Make “CONTACT US” Accessible and Strategic

Don’t hide the “Contact us” button on your website. Instead, tailor it to align with your service strategy. Offer in-person meetings where they add value, and guide customers to online channels where they don’t.

Empower Your Greeters

Employ greeters or welcome advisors to reduce friction during in-person visits. We provide tools to empower them for seamless customer interactions.

Understand Key Metrics

Analyze critical events like no-shows and walk-aways, interrupted appointment booking flows, and extended service times.

Minimize Waiting Times

Ensure customers do not have to wait unnecessarily for a service upon arrival.

Assign Customers to the Right Consultants

Match customers with consultants who have the necessary competencies and skills. Imagine the customer taking time and effort to visit your branch to meet an incompetent specialist.

Leverage AI-assisted functions

Let customers book an appointment with simple written commands instead of clicking through a multi-step booking process.

Why is Customer Journey Management Beneficial?

Customer journey - Linistry - Tailored Digital Queue Management for Enterprises

Customer Satisfaction

Frustrated customers don’t engage, purchase, or remain loyal. Their satisfaction is an opportunity for you to repeat purchases and grow revenue.

Improved Efficiency

It does matter which channels your customers use. By directing them to the optimum channel, you can increase efficiency.

Customer journey - Linistry - Tailored Digital Queue Management for Enterprises
Customer journey - Linistry - Tailored Digital Queue Management for Enterprises

Better Customer Insights

CJM provides valuable data and insights into customer behavior, preferences, and pain points across various journey stages, enabling more informed decisions.

Competitive Advantage

Companies that excel in managing customer journeys can differentiate themselves from competitors, attracting and retaining more customers.

Customer journey - Linistry - Tailored Digital Queue Management for Enterprises
Book a demo