Cross-Channel Review

Multichannel or cross-channel customers spend three to 10 times as much as single-channel customers — and they have an income that's $10,000 higher. Firms must deliver consistent, fluent conversations to customers via the Web, phone, and email to win big. Forrester's Cross-Channel review helps you pinpoint weaknesses in your customers' experiences and make improvements that lead to increased profits.

Based on your target customers and their goals, a Forrester analyst uses more than 50 criteria to review your company's customer channels, including:

• Web
• Interactive voice response (IVR)
• Email
• Agent-based customer service

Based on a thorough review as well as Forrester's extensive qualitative and quantitative research, each Cross-Channel Review provides:

• An objective evaluation of the customer experience your firm is providing across multiple channels. While conducting the review, Forrester analysts put themselves in the position of the users. As each analyst attempts to accomplish specific goals, he or she finds known user experience flaws and identifies content and functionality that need improvement within the individual channels and as users cross channels.
• Prioritized, action-oriented recommendations focused on improving the user experience. Once analysts have evaluated the cross-channel experience, Forrester provides clients with a targeted, action-oriented assessment of the multichannel usability and the role of the cross-channel experience in the company's CRM strategy.
• A cost-effective and quick assessment of the user experience flaws that are preventing your users from accomplishing their goals and your business from accomplishing its goals.