Telcos are are under pressure to add value to what is seen by many as a commodity. Loyal customers value the entire experience and brand promise, and maintaining that, even in service recovery situations is key to reducing churn, and costs to serve.
Increase CSat by up to 20%. Automatically and accurately analyze all customer feedback, whatever the channel, and make it measurable. Forget customer surveys – identify the real drivers of how to improve customer satisfaction.
Identify Emotional Intent
Our models auto-tag the customers’ emotional intent and sentiment so you know if they’re considering leaving or expressing some other actionable emotion.
Improve Sentiment Analysis
Don’t lose valuable insight with traditional sentiment analysis or spend time physically reading your customer feedback. Our software identifies multiple sentiments within text so no valuable feedback is missed – all automated, all in near real time.
Get more Voice of Customer
Automatically classify every customer interaction and feedback. Our software can identify and classify multiple sentiments and intents within a single piece of customer feedback.
Reduce Customer Effort
There’s no bigger CSat killer than customers having to repeat the same question. Nail your FCR by identifying the root cause of topics and agent knowledge so you can recommend the next best action first time every time.
Handle complaints faster and more efficiently whatever the channel. Our analytics flags and organises any complaints so you can deal with them as they arrive.