Introduction to Zoho CommandCenter
Release news:
Dear Customers, This document applies for customer with CommandCenter 2.0 enabled in their organization. Coming with new UI and UX controls, 2.0 deals with enhanced functions for a seamless customer journey management. Click here to view the list of changes we've made for 2.0. If you are an existing customer using 1.0 and like what you are seeing, please write to us at support@zohocrm.com to get them migrated. If you'd like to refer to the 1.0 resources, kindly click here.
Zoho CommandCenter
Zoho CommandCenter is an end-to-end journey management platform that enables you to discover and map customer interactions, orchestrate contextual journeys, and measure their performances. It is a power-packed tool to monitor, enhance, and optimize overall customer experience across the span of your business.
Highlights of Zoho CommandCenter
CommandCenter is built using the powerful mathematical model called Finite State Machine (FSM). Unlike most tools that stitch together their process milestones using condition-based automations, FSM in CommandCenter lets you design your process and take your customer records onboard, alongside. In simple terms, this will allow you to monitor customers record when they move, house when they stall, and measure when they complete.
So, with Stages, Transitions, Signals, Actions, and Identifiers at play, CommandCenter comes with following benefits for your business:
Unify and connect all customer touchpoints
Zoho CommandCenter is a robust tool that enables you to connect your touchpoints and unify realtime insights from multiple applications used in your business. This elaborate collaboration across your touchpoints gives you a chance to
- Discover distinct buyer personas
- Understand overall customer experience
- Troubleshoot and fix customer pain points
- Unify cross-functional processes
- Eliminate process waste
- Reduce the journey time of customers with guided process
- Design and orchestrate strategic customer engagement cadence
- Measure, evaluate, and streamline your CX strategies
No-code to low-code configuration
As a tool, Zoho CommandCenter utilizes user and customer behaviors from different applications including third-party apps as Signals. It offers quick authentication with other applications from Zoho's ecosystem like Zoho CRM, Zoho Desk, Zoho Survey, Zoho SalesIQ and so on.
Measure journey performance and optimize customer cadence
Zoho CommandCenter is equipped with useful analytical components like charts and dashboards to assess the efficacy of the journeys you have orchestrated. You can calculate their performance at ease. You can also, hand-pick selected records with desired attributes in a journey and give special attention.
Key features in Zoho CommandCenter
To map customer interactions, construct favorable onward journeys, and measure traction, Zoho CommandCenter comes with essential and important features:
Path Finder
Path Finder is a journey discovery tool. It discovers all the journeys taken in your business and gives you a comprehensive visual of navigation observed in your business.
You might not know who your customers are yet and how they are going to navigate in your landscape, but you know about your business. You know your products and the list of touchpoints you have.
Anchoring upon this infrastructure, Path Finder can identify customers and their paths to discover journeys. It uses
- States to signify their progression
- Touchpoints to follow their interactions
- Identifier to identify and follow a customer
As a result, popular paths are diagrammatically represented using three reports: Path report, sankey report, and journey report.
Journey Builder
Journey Builder is a tool that allows you to plot thoughtful onward journeys for different customer persona. Based on the average-best of the journeys discovered using Path Finder, Journey Builder lets you guide your customers through a defined route invoking relevant actions along the way. It uses
- Stage to indicate the stage of the pipeline your customers are currently in.
- Transition to set the customer records in motion based on Signals.
- Identifiers to spot a customer in their journey.
- Actions to respond to customers and/or the business upon progression.
Journey Analytics
Your journey is a testimony to your customers' experience; in a way, the effectiveness of a journey and the result can be counted for customer experience audit. Thus, it is important for businesses to analyze their journey paths. Journey Builder itself comes with a heat map and other analytical charts to learn about the customers in the journey. In addition, you can also subject your journeys' variables set into reports to generate response-based analyses.
More about these features and how to use Zoho CommandCenter as a tool, are covered in the subsequent articles. Happy exploration!
Explore Zoho CommandCenter
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