Customer Interactions are no longer limited to just voice/audio-based calls. A growing number of customers now prefer text-based modes of communication to reach out to customer service. Chat-based interactions like chat support from agents, interactions with chatbots, E-mails and even social media chats are gaining traction. In fact, according to Gartner, customers between the ages of 18 and 49 years old prefer Live chat support over other channels. Live chats are also an economical option for companies. Research shows that chat-support costs companies 15-33% less than phone support.
Companies, therefore, need to step up their game and enhance their text-based customer service channels. This requires investing in a powerful text analytics solution like the one offered by Xdroid. We have launched a power-packed Text Analytics solution. This solution enables sophisticated analysis of emails, chats, social media interactions, reviews, surveys, and Net Promoter Scores (NPS). With near human-level precision, it automatically recognises the positive and negative meanings of phrases and summarises key topics or hidden patterns. It provides contact centers with a 360-degree view of customer interactions, which can help reduce compliance issues whilst enhancing customer engagement, customer retention, service standards, and productivity.
Establishing a strong chat-based customer communication strategy with Text Analytics could be a smart move, especially for smaller, and newer companies. It allows them to remain available to their customers on multiple platforms at a significantly lower cost. It is also a good way to combat simpler issues, or ones that arise frequently and resolve them quickly Text Analytics can provide insight and information on commonly raised issues. based on which companies can establish a set protocol and have ready answers for the customers.
So what are you waiting for? Boost your text-based customer interactions today with Xdroid’s Text Analytics. Request a demo for more information.