We care about making people happy: you, your team and your customer.
In the past, customer support has been underrated. Your performance is measured in productivity metrics and you’re asked to report the same old numbers every week.
But no more. We believe that the customer support team is the number one source of the customer’s voice. You hold a goldmine of insight that can be leveraged to build wonderful customer experiences and reduce unnecessary customer churn.
There’s millions of live chats taking place every day. Each one is an unbiased source from which to understand customer pain points.
Yet businesses still spend thousands of pounds every year running NPS surveys, wishing they could understand the reasons for churn and brand advocacy. We know because we spent years helping them do it.
But now we're focusing on the future: support conversations.
We want the Head of Customer support to be able to walk into any department across the company, and hand them a list of actionable insights for improving customer experience and reducing complaint volumes.
Your new confidence comes from conversation analytics. A detailed understanding of the drivers of customer contact. You'll now know those drivers in real-time, so reporting will never be irrelevant. You'll now be able to proactively reduce support ticket volumes. And, you'll now be able to share actionable insight to relevant teams across your organisation daily.
We tell the story of NLP vs Text Mining in customer support
Everything you need to know about text analytics.
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