3.6 - See you Real-time Customer Profile in action in the Call Center

In this exercise, you’ll follow a script and complete some tasks on the website.

Story

In this exercise, the goal is to have you walk through the customer journey and act like a real customer.

On this website, we’ve implemented Adobe Experience Platform. Every action is considered an experience event and is sent to Adobe Experience Platform in real-time, hydrating the Real-time Customer Profile.

In an earlier exercise, you started as an anonymous customer who was browsing the site, and after a couple of steps, you became a known customer.

Now, let’s see how the information in your profile can be used to impact the customer experience and a brand’s bottom line.

Customer journey

Go to to your Platform Demo website.

In the site’s menu, click on the 3 dots and then select Call Center to go to the Call Center simulator.

Demo

You’ll see the phone number that you previously used when creating your account. Click the Search button.

Demo

You’ll now see the information that would ideally be displayed in the Call Center, so that the Call Center employees have all relevant information available immediately when speaking to a customer.

Demo

To simulate the end of a call with the call center, you should log the call by clicking on the Log a call button after which a popup window will open.

Demo
Demo

Make a random selection of the Call Topic and the Customer Feeling and click Save to provide Adobe Experience Platform with the information.

Demo

Every choice that you make on the Call Details - screen will have an impact on the Real-time Customer Profile with things like Churn Score or Product Recommendations being impacted by any interaction, which may be negative of positive. You can verify the impact by clicking the Search button again on the Call Center screen.

Demo

After clicking the Search button again, you’ll see a new experience event pop up on the Call Center Screen.

Demo

Next Step: Summary and benefits

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