Wherever a company’s service touch point occurs, from a front desk to a service center, it is constantly under review by customers. In order to better manage costs, discover new efficiencies and raise their quality standards to meet customer expectations across a range of settings and situations, companies leverage customer feedback gained through Customer Experience Management powered by text mining.

By analyzing issues that come in from listening posts, companies can take pre-emptive steps to lock in greater efficiencies and sustained cost savings:

• By knowing customer issues in advance, call centers can improve customer service efficiency dramatically by training representatives to respond more quickly and accurately on the first call.
• A deeper understanding of customer needs can lead to new self-service strategies, empowering customers, raising satisfaction levels, and reducing call center loads.
• Recognizing which operational features are most valued by customers can give companies the opportunity to cut costs by removing "low-value" features.
• The automatic coding performed by Clarabridge to a call center can save time and dollars by eliminating manual coding and freeing representatives to focus on customers.

Access to this actionable information can help companies attract and maintain customer loyalty by assessing:

• Customer service wins and strongholds, due to the unrecognized efforts or innovations of employees in order to replicate best practices to other departments or locations.
• Future customer service needs in advance of requests or complaints by analyzing emerging trends and building greater customer affinity in anticipating their needs.
• Early indicators of potential problems unapparent until quantified in terms of their repetition and related negative customer sentiment, allowing action before complaints reach the service department.
• Root causes of stubborn issues, by clearly identifying the components that contribute to service shortfalls, so that they can be more effectively addressed to reduce customer service costs.