When you consider the various aspects of a customer experience, many elements seem to gravitate to how predictable the experience is to the customer.
Consider the concept of the IVR. Think of how unpredictable this experience is from company-to-company or for that matter for a given company. Who hasn’t heard, “please listen to this entire message as our options have changed”? That is probably the only thing you can predict. The fact that the website, www.gethuman.com even exists tells you how hard the concept is of reaching an agent.
Now take a company like ClickFox. ClickFox basically shows all the various experiences and navigation paths that a call can take. While a significant percentage falls into a certain category, the concept of “other” is too large a component as companies have introduced their own complexities on one of many fronts. ClickFox’s value proposition is to show how unpredictable your customer experience is and where the opportunities exist to make that experience more predictable.
If a customer can have a predictable experience where they can manage their own expectations better, they are more likely to have better experiences. Companies that are more likely to correctly predict why a customer is entering an interaction, regardless of channel, is more likely to exceed the expectations of the customer.
Predictability of experience is something that the customer (implicitly) wants. Imagine a customer being able to anticipate what the agent will ask for and in what order. The call will be expedited which saves time for everyone and costs for you. Hidden behind that predictable experience is the ability of companies to anticipate the reason for the engagement in the first place, so ask yourself and your company how are you mutually creating a predictable experience.
