Today, having a self-service portal is not an if, but a must. When your self-service or mobile app does not support the customers’ needs, then it simply is not good enough. Improve your digital channels based on the feedback you receive from your customer conversations – find and measure issues, prioritise, and develop what your customers truly need.
Give power to the voices of your customers. Pay attention to their inquiries and deliver the needed solutions.
By enhancing and expanding digital channels, customers will be able to access solutions more quickly and become more independent.
Your customer support can be available for the more complex questions while spending less time on the simple ones.
Check out our product overview and features
With GDPR-compliant anonymisation of customer data for all your communication channels, you can analyse customer conversations for raising support quality, reacting faster to business-critical issues, and improving customer experiences.
Analysing customer conversations can show you which of your current processes support customer satisfaction and which create repetitive contacts, low feedback scores, and customer churn. Use customer conversations as constant feedback to create efficient and customer-friendly processes – happy customers are loyal customers.
Team managers can build and view reports of Agent performance, offering need-based training and having visibility into every interaction. No longer relying on a small sample of conversations, coaching can be based on all the Agents’ work. Decide your focus and move towards the goals much faster than you ever could with random sampling.
Our experience has shown that offering faster service for customers with business-critical issues such as questions regarding a loan application or purchasing services will drastically improve sales potential and raise customer satisfaction. With Feelingstream, you can use automated email routing to prioritise these queries.
