Process journeys are useful when identifying the touchpoints that need attention to improve the flow. A process journey consists of below components: Node: A point that the data indicates a customer (or user) interaction with a business. Connection: A path that connects two nodes. Records (a.k.a. Events): An action of going through a node. Typically […]
Two types of journey maps are available on Emojot platform. 1. Touchpoint Journeys Touchpoint journeys are useful when identifying the points where customers (or consumers) interact with the organization before, during or after the experience. A touchpoint journey consists of two components. Touchpoint – A point of contact or interaction, between the business and its […]
Case Management Solution helps orchestrators to demonstrate to their customers’ feedback is important, by resolving their issues in a systematic and timely manner. Employees can create tickets to follow up on customer feedback actions along an case workflow that is customizable based on each client’s requirements. The case management workflow can be configured to trigger […]
To check the analytics of the reported incidents, go to Incidents (Beta) >> Incident Reports. Reported incidents can be filtered based on below options. Apply the required filters and Refresh. Priority – Low/ Medium/ High/ Highest Status – Open/ In Progress/ Resolved Type – General Inquiry/ Product Errors/ Customer Experience Issue Emo Signature drill down […]
To check the progress or statistics of the case management workflow, go to Cases >> Case Management. (In order to check statistics, workflow should be configured first. Please contact our engineering team to configure case management. Case Management can be renamed based on the organization’s requirements and can be used the same terminologies to keep […]
