Whatever the mode of interaction – online purchases, checking in at a front desk, calling an 800 number for help – the accessibility and level of service dramatically impacts customer satisfaction and loyalty. Companies can identify breakdowns in their delivery of a quality service experience by mining feedback sources such as call center notes, surveys, online reviews. Leveraging this feedback fuels the service delivery process for the company.
Key Benefits
By analyzing issues and successes from all of their listening posts, companies can take pre-emptive steps to attract and maintain customer loyalty. Text analytics supports customer care by providing:
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A deeper understanding of painpoints, so customer care centers can incorporate self-service strategies to empower customers, while raising satisfaction levels and managing call center costs.
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Automatic classification accelerates reporting and analysis and reduces manual approaches for a quicker and more in-depth depiction of customer service levels.
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Early indicators of potential problems undetected until quantified in terms of their repetition and related negative customer sentiment.
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Root cause analysis of the drivers that contribute to service shortfalls, so that they can be more effectively addressed to reduce customer service costs.
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Measurement of the impact on customer sentiment of changing corporate policies, good or bad, for a higher level of responsiveness.