By

Terje Ennomäe

More visibility in a remote working situation leads to better business decisions

Remote work means that both managers and the customer service team are either working from home or in a safe work environment. The new situation that the managers find themselves in right now requires visibility tools to help, guide or make decisions around efficiency, ensuring customer satisfaction and value increase. Remote way of working  Angela...

How customer interaction analytics helps manage customer service when managers are working remotely

A few months ago, no one knew how radically our work life was going to change in the coming months.The governments all over the world have requested companies to close their offices and work from home. This means that customer service agents are also working from home offices. Communication with customers is now happening only...

Feelingstream won the European Data Incubator Program: Solving the chatbot visibility problem

Feelingstream won the EDI (European Data Incubator) Program. During the last 8 months, our team had only one focus – to build an MVP for our data provider Telia. The MVP consisted of chatbot analytics and automatic reactions to various calls and chats based on our customer interaction analytics AI. Here are our reflections on...

How to generate sales leads out of customer interactions

I attend many business development meetings where people try and generate tons of ideas around better customer service through digitalisation, simplifying processes or designing the next product feature. However, my last experience in the telecom sector was different because we discusses how to generate leads from existing customer interactions. Lead generation is my favourite topic...

Should closing deals be scripted?

Customer interaction analytics create a new way of closing deals, sales coaching and gaining business results for your company. Call scripts are needed but…. When you follow large call centers, then you usually see that there are predefined call scripts in use. Call scripting is needed to speed up the help for customers and standardize...

Our new Finnish speech-to-text (ASR) solution helps detect sales leads from customer calls

We recently wrapped up developing our own Finnish speech-to-text model and now it’s ready! Finnish speech-to-text is designed to help large companies detect business critical patterns, such as sales leads, quality leaks, unhappy and leaving customers, from customer phone calls. Analysing phone calls helps sales managers find new sales leads (upsell and win-back leads) from...

How to get customer insights and prepare for sales in 2020

This week the Estonian Government AI top-level meetup Kratitreff presented insights from AI-related pilot projects in governmental organisations (read more here). The main challenges relate to missing hypothesis, unrealistic targets or inadequate project teams during the POC-s or trials. We @Feelingstream share this view. Therefore, I would like to share the experience we had during...

Feelingstream raises 400.000 EUR to find lost opportunities in customer communication

We are proud to announce that we received 400 000 EUR in investment from FiBAN business angels and Gorilla Capital to expand our growth in the Nordic market.We are incredibly excited to be selected as a top startup among strong candidates at Nordic Angel Program (NAP). The investment will be key in helping us deliver...

How can text analysis improve your customer service? Part 4 – Chat

Today I introduce you the opportunities what using text analytics together with your chat and chatbot can give to your company. So far I have already told you about emails, phone calls and customer feedback (Part I – Emails; Part 2 – Phone calls; Part 3 – Feedback). Chat or chatbot becomes more and more...

How can text analysis improve your customer service? Part 4 – Chat

Today we introduce you to the opportunities that using text analytics with your chat and chatbot can give to your business. So far we have already written about emails, phone calls and customer feedback (Part I – Emails; Part 2 – Phone calls; Part 3 – Feedback).Chat or chatbot has become increasingly important as a...
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