DATAMARK's Customer Journey Map

DATAMARK’S Customer Journey Map (CJM) is essential to the growth and development of the company and the customer alike. Customers are the biggest asset to any company, and it’s DATAMARK’S job to assist them in the best way daily. DATAMARK’S language services are needed by customers worldwide, and by using the CJM, DATAMARK is able to provide the language services required for clients. But, what is a CJM, and why is it important? Keep on reading to find out.

What is a Customer Journey Map?

A customer journey map, sometimes called the buyer’s journey, is a visual representation of the customer journey to use or buy your service or product. The CJM helps DATAMARK identify strengths and weaknesses in the overall process. It doesn’t matter how customers try to reach out to you; all journeys should be positive and easy. A CJM may change depending on what phase a company is in and what experience a customer has.

Why is a Customer Journey Map Important?

A CJM is important to DATAMARK and all other companies because it's the best and most strategic approach to understanding your customer’s expectations and enhancing the overall customer experience. All businesses, big or small, should utilize a CJM to understand customer needs.

Trends and needs are constantly changing among customers, so it's essential to stay ahead of the curve at all times. For example, customers currently want to feel valued and want to be able to receive help in a way that suits them best. Some customers only like to use SMS text, and some only want to call a live agent. By using a CJM for various customers, you can ensure the total experience is always positive.

DATAMARK’S language services benefit significantly from using a CJM. By using a CJM, DATAMARK is able to improve our language services and see if there are any languages that need to be added to those we already serve. For example, DATAMARK Mexico already provides English and Spanish language services, which have gotten a great response. However, there is now a need for French, Portuguese, and even Russian language services in Mexico as well.

What does a Customer Journey Map look like?

A customer journey map is typically divided up into five steps. The steps are as follows:

Step #1: Understand who your customers are

Companies must understand who their customers and audience are. Creating a customer persona can help agents and others who work with DATAMARK understand that every customer is real and different. Anyone who calls in for language/interpretation services needs to be treated like a special case each time.

Step #2: Determine why customers contact you

Whether it be for translation services or other omnichannel content center needs, it's important to know why your customers are reaching out. When a DATAMARK agent knows why a customer is contacting them, it helps to inform them on how to handle the situation. DATAMARK uses software to look at this type of data at every opportunity to improve the customer journey continuously.

Step #3: Outline how your customer contacts you.

It's essential to keep track of how customers are reaching out. DATAMARK utilizes an omnichannel approach to all services. Regarding language services, DATAMARK can assist through phone call, video call, email, or even SMS text. DATAMARK will deliver excellent service through any channel a customer desires.

Step #4: Find out how typical customer interaction plays out

Every interaction should be treated as unique, but finding out what a typical customer interaction looks like helps DATAMARK understand how to do a great job each time. When a company provides excellent service to every customer, every typical interaction should be a positive one.

Step #5: Follow-up with every customer interaction

The final and most crucial step is to ensure a follow-up for every customer interaction. This is how you get feedback on how to improve. Even if DATAMARK provides excellent service for each exchange, there will always be room for improvement. Keep track of every aspect of the conversation, from beginning to end to ensure everything is thoroughly analyzed and understood. DATAMARK aims to understand and evaluate every instance to continue to improve on the services offered.

The Customer’s Journey and DATAMARK’S interpretation services

So, how does DATAMARK fully utilize the CJM to improve interpretation services? DATAMARK is constantly looking for feedback to see what languages and other services need to be added to the queue. While so much is already offered, there is always room for more. Over 7,000 languages are spoken worldwide, so there is always room for improvement. DATAMARK constantly analyzes data manually and through software to look for opportunities to do more for clients.

Whether a client needs more translators or interpreters, DATAMARK will always find the best to be a part of the company. After a rigorous hiring and training process, DATAMARK’S translators/interpreters are available for anything a client needs. By using a CJM, DATAMARK can get more information on how many more of each language specialist to hire. This helps to keep clients and customers satisfied.

Final Thoughts

A Customer Journey Map is essential to every type of business. However, here at DATAMARK and other contact centers, it’s imperative. DATAMARK’S entire business model is based on excellent customer service. Without providing the very best interpretation or translation services, there would have no clients for DATAMARK. Also, without the multitude of languages DATAMARK caters to, it would be even more challenging to provide the best services for a wide variety of people worldwide. As an omnichannel contact center, DATAMARK constantly looks for ways to improve all services. With a CJM, it is now easier than ever to provide a great customer experience at every interaction.