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Journey

Feature

Germain UX can be configured to monitor the journey of a user (employee, partner or client), in near real-time and 24x7. This monitoring capability allows businesses to track and analyze the entire journey, from the initial interaction to the completion of a process.

By monitoring the journey, Germain UX captures valuable data and insights at each stage of a process. This includes user interactions, behaviors, application performance, errors, and other relevant metrics. The monitoring can be configured to track specific touchpoints and actions within the process, providing a comprehensive view of the user's experience.

For instance, that ensures that businesses have up-to-date information on how customers are progressing through a Know-Your-Customer/KYC process. This enables them to identify any bottlenecks, issues, or areas for improvement promptly. Here, Germain UX helps businesses enhance satisfaction, and ensure compliance with regulatory requirements.

Breakdown of a User Journey

Top-down analysis of the user journey. Pick a driving event and start breaking it down the way you want it to best understand what has worked or not.

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Journey Top-down Analysis - Germain UX

Journey Spanning Across Channels

Monitor the complete journey of a interacting with your organization and understand the customer’s interests, issues, and time spent with your organization, then act on it to further optimize that journey.

Examples of a KYC Business Process and real-time insights provided by Germain UX:

  • Clients go to a the Bank Branch to open new account (saving, checking, etc)

  • Clients go on the Bank’s online website to manage his/her checking account

  • Client calls the Bank for some questions

  • Client chats online with a Bank CSR to get answers to some questions

Flow graph, Funnel or other portlet types are available for top level and real-time visualization.

Use case: A Bank monitors KYC / Journey using Germain UX

Multi-Channel KYC/Journey - Germain UX

Journey for eCommerce - Germain UX

Journey for Insurance - Germain UX

Student Journey for School - Germain UX

Video example: https://youtu.be/oUfnxEIfxgg .

Here are details on how to configure real-time journey monitoring and mining.

Behavior, Interests and Issues

When that journey consumes significant time on an eCommerce or other web portal, analyze the customer’s behavior and interests with Germain’s Real User Session Monitoring and Session Replay, in real-time.

Feedback

While on your eCommerce or website, allow the to provide feedback either with Germain’s Feedback Popup or integrate a 3rd-party ChatBot technology and configure Germain to give you some insights on how well the AI-guidance or actual conversation went, in real-time.

Friction

For details on frictions that impact the user journey, you can filter on the above views or get more detailed analysis of all frictions that occured for every stage of the journey.

Service: Analytics

Feature Availability: 2021.3 or later

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