Understand your Customers.
Meet their Needs.
Drive Satisfaction.

Understand the true reasons behind your customers’ calls, as well as their sentiments. Improve the management of complaints and recognise patterns in behaviour.

Insights

Sentiments
Negative experiences
At risk of leaving customers
Customer needs and expectations
Escalation requests
Competitor mentions
Areas of opportunity

Actions

Fix product & service problems
Manage complaints correctly
Personalise experiences
Establish best practices

Results

Loyal & satisfied customers
Positive reviews
Word-of-mouth marketing
Competitive advantage

Enjoy the results of excellent Customer Service

Detect specific words, expressions, or phrases to identify the reasons customers are calling, as well as the associated sentiment. Integrate your NPS and CSAT scores and find correlations between the NPS-value and the length of the call, the amount of silence, music on hold, specific words or expressions being used during the conversation. Ensure your customers are getting their problems resolved efficiently by the first responder at the quickest possible time through tracking FCR and their call journey on our platform.

30.4% increase in customer retention.

Insights:
• Identification of customers that want to cancel contracts through keyword and sentiment detection
• Discovery of best customer retention practices

Results:
• 30.4% customers at risk of leaving successfully identified
• Over € 400 000 of revenue saved

Project Info:
• Telecommunications company, 200 + agents
• 200,000 + monthly analysed calls

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