Ticket/Email Analytics
Did you know that in everyday communication, i.e. emails, chat, tickets and helpdesk communications, there is a lot of valuable customer feedback hidden?
Let us help you find out what your customers are telling you.
Discover valuable feedback on your services and products hidden in everyday operational communication
Ensure your contact center team is efficient and courteous when communicating by email
Ensure your team complies with rules and regulations
Get a comprehensive view of the entire communication
Call analytics
Call center analytics is something previously unimaginable.
Using manpower, an average of 1% of calls could be listened to in the call center. This meant no one had a comprehensive overview of what was going on in his call centre. Choose the opposite procedure: Process 100% of calls and find out topics, reasons for contact, business categories, keywords or sentiment.
You can go much further -- machine recognizes customers who want to leave your business, or calls where the error occurred.
- Discover valuable feedback on your services and products hidden in regular calls
- Make sure your team is efficient enough
- Find out the reasons for contact
- Find out where you can improve your processes and call scripts
- Ensure your team complies with rules and regulations
Chat Analytics
Get instant chat conversation analytics. Artificial intelligence detects topics and reasons for contact.
Customer department managers gain a perfect overview of the work of chat agents and the development of customer requirements. AI detects types of queries and complaints, including their intensity (escalation).
Ensure that your agents solve customer problems professionally and efficiently
Find out what you can improve on and how your chatbot can work better
Check if your agents can turn negative emotions into successfully solved problems
Get a comprehensive overview of the entire communication
Make sure your team follows the rules and regulations
Feedback analytics
Customer first? Then surely you have heaps of text data with feedback from your customers.
Manual processing is unsustainable and imperfect.
Artificial intelligence will find out the mood of your customers, their concerns, complaints and recommendations for improvement.
- Track feedback over time, topics, customer segments
- Understand what customers think about your products and services
- Identify promoters and detractors. Learn from promoters. Convert Passive and Detractors
- Find out what to improve
