Listen to your customers
NEEDS
Listen to your customers
Offer exceptional and personalized Customer Experience by listening to your customers in real-time.
You are sitting on an unopened Customer Experience treasure. It’s about time to leverage AI to unlock it!
Challenges
Time to challenge the way things get
done
Revise the well-established practice of customer experience surveys and get your valuable CX & Loyalty metrics through real voice or text conversations between your customers and your reps.
The hidden treasure you are one step
away
Leverage Artificial Intelligence and NLP (Natural Language Processing) to turn dark data into a competitive advantage, to understand what your customers say in natural language, either voice or text.
Time to start listening to your
customers
Analyze your present and future customers’ interactions, assess the dark data by putting processing power into the equation across the customers’ interactions, and turn them into valuable insights.
Benefits
Assess all customer communications and interactions in every online and offline touchpoint (phone, email, chat, social, reviews, call center).
Know your customers based on what they say, find your brand ambassadors, and create CX alerts for those that need immediate treatment.
Use the right CX and Loyalty metrics like Net Promoter Score (NPS), Customer Loyalty Index (CLI), and Customer Satisfaction (CSAT) for your assessment.
Analyze customer feedback and build Voice of Customer (VoC) insights to upgrade your CX strategy and set the right KPIs.
Pinpoint the right customers to target your surveys to further optimize CX, use the right metrics and VoC, and validate the AI-generated findings.
Listen to your Customer Service agents, engage them with feedback on how they could improve their performance, and share best practices and tactics.
Analyze in real-time the customer interactions with your agents, enhancing a knowledge base that could be used by human agents or bots.
