Cross-Channel Analytics

Hi, exploring around? I’m Conviner, your call center terminology assistant, ready to help you learn more about contact centers. 

Did you know? 30% more spending by customers who interact across multiple channels vs just one channel.

1. What is Cross-Channel Analytics?

Cross-channel analytics is the process of tracking and analyzing customer behavior across multiple marketing and communication channels, such as phone, email, social media, live chat, and SMS. It helps businesses understand how users interact with them at different touchpoints and how those interactions influence conversions or service outcomes.

For example, Convin’s call analysis can be combined with CRM, email, and chat data to give a unified view of customer journeys, improving both marketing attribution and customer support.

2. What is Cross Network Analysis?

Cross-network analysis is a comprehensive data strategy that examines interactions or relationships across multiple networks, such as social media platforms, support channels, or organizational departments. In the context of customer experience, it helps reveal patterns in how users move between different communication or social networks and where influence or breakdowns occur.

While often used in social science and cybersecurity, cross-network analysis can also support cross-channel analytics by identifying hidden connections or bottlenecks in multi-touch user journeys.

3. What Is an Example of a Cross-Channel?

A cross-channel example is when a customer begins their interaction on one platform and completes it on another. For instance:

A customer sees a product ad on Instagram
→ visits the brand’s website
→ speaks to a support agent on live chat
→ receives an SMS with a discount code
→ completes the purchase via mobile app.

Tracking this entire journey and attributing value across all channels is made possible through cross-channel analytics.

‍Deliver a soomther customer journey with Convin's multi channel analytics.