Revenue or Assets Under Managements (AUM): What revenue or assets under management have you sourced from digital interactions? This is often the ultimate test of whether a program is showing ROI. If you break this value out by channel, does one channel seem to produce more pipeline than another? A digital omnichannel platform will reveal more than just the original source of that customer who contributed to revenue or AUM.
Share of Wallet: How much money is each customer spending with you compared to everything else they spend on? Would this customer buy more products or services, be interested in a different product or service, or have some other untapped value? Digital omnichannel can help you get a full picture of your customer to know if they are interested in something else you offer and if you can make more money from them.
Pipeline: How many new opportunities have you created through digital engagements and what are the value of those opportunities? Again, look at the customer engagements across all channels, not just the channel that the customer initially came in on or finally made the purchase through.
Conversational Conversions: Can your business make sales, open accounts, or offer an upsell opportunity to your customers via secure online correspondence? If so, what’s your conversation or chat conversion rate? Are your channels easy enough to use to inspire consistent conversion? Remember, one study found that e-commerce customers who were given digital omnichannel experiences spent 10% more on average than in-store.
Marketing Qualified Leads (MQLs): How many MQLs do you generate? How many of those have converted to Sales Accepted or Qualified Leads or Opportunities (SAL, SQL, SQO)? A digital omnichannel platform can help elaborate on your multi-touch attribution reporting and influence your buyer’s journey mapping.
Customer Satisfaction (CSAT): Consider your current standing with customer satisfaction. What is your average rating, and where do you want it to be?
Customer Churn Rate: What percentage of your customers in a given time period leave to go to a competitor or simply never buy from you again? Remember, one study showed that companies with strong digital omnichannel strategies retain 56% more customers than those without them.
Customer Effort Score (CES): How are your customers self-rating the amount of effort they have to go through to accomplish their goals and/or get a satisfactory response?
First Contact Resolution (FCR): Do customers get their problem solved the first time or do they have to get in touch again? And again?
Average Handle Time (AHT): How long do your agents spend on one issue before it is resolved? Are your current distinct AHT goals being met on each channel?
Chatbot success rate: What percentage of queries are your bots currently able to resolve without an agent stepping in?
Net Promoter Score (NPS): How willing are your customers to recommend your brand to friends or colleagues?
Agent Churn or Turnover Rate: How do the number of agents that leave your organization compare to the number that you hire?
Agent Morale: How do your agents rate their personal satisfaction? Does your team have good morale, or are they low-energy? Where do you want that morale to be?