In Chile, on some roads, there is a yellow SOS pole with a telephone to ask the dealer for assistance if there are any problems with your car during the trip. I like to think of woku as that yellow phone that is always available to your customer, but which, in addition to asking for help, allows you to recognize good work. Just like when we start a road trip, the customer begins a journey in our business.

Yellow SOS pole on the side of a road in Antofagasta, with a truck parked in the background and partly cloudy skies. — **Post SOS on Autopistas de Antofagasta**

Identifying key moments in the experience÷

During this journey, the customer interacts with a variety of processes, services and products. It's a journey full of crucial moments for your experience. From the moment you learn about our existence, going through the sales process, the transaction, the dispatch, the use of the product and the after-sales. Each stage is full of insights that allow us to improve our services and products, and even to carry out better marketing.

The importance of having a Customer Journey Map

To make the most of these insights, it's essential to have a customer journey map. This map helps us identify the moments of truth where we can implement woku and offer the customer the opportunity to leave a review. This way, we can continuously improve and increase our sales.2,3

woku: capturing the customer's voice in real time÷

The great thing about woku is that it integrates during the customer experience and, taking less than 2 minutes, considerably increases the likelihood that the customer will share their opinion. When done in the moment, it captures all the emotionality of the message, without losing important information for our decisions.

Advantages over traditional surveys÷

Unlike surveys that ask for feedback after the experience and can arrive days or weeks later, woku allows for immediate feedback. Late surveys can result in the loss of valuable information, as the customer may forget important details of their experience.

Connecting and Improving Together*

By identifying key moments in the customer journey and providing a simple and quick way for them to share their opinion, we can effectively improve our products and services. woku offers us that direct, real-time connection with our customers, becoming an essential tool for growth and continuous improvement.