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customer service quality assessment

Improve your customer service quality assessment for chat with 100% visibility and automated reviews

When it comes to customer service or chat service quality assessment, there is the option of reviewing customer feedback. This does not always give a valid overview, because most customers do not reply to surveys. Analyzing the actual contacts, whether...
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learning from customer complaints and feedback for a better service

Learning from customer complaints and feedback for a better service

Customer service always deals with customer issues. Customers generally do not simply call in to chat about how amazing the services or products are. When they call, they usually have a problem or concern. Therefore, customer service agents deal with...
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Save up to 10% of costs by reducing your repetitive calls

Save up to 10% of costs by reducing your repetitive calls

When you analyze customer service calls, it is common knowledge that some customers call back multiple times per day. Our practice has shown that 10% of all contacts are repetitive calls. Some of those calls are inevitable, some could be avoided....
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REACH incubation program Feelingstream and Medicum 2021

Feelingstream has been selected to enter REACH Incubation program!

Out of 184 big data European startups, Feelingstream is one of the 30 participants invited to join the REACH Incubation program. The aim is to develop data-based solutions for doctors in the medical sector.     Feelingstream is an innovative AI-driven conversation intelligence solution, that transcribes and...
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Silence in customer service calls

What can silence tell us about customer service calls?

Silence in calls with customer service is quite normal. Sometimes people on either side need time to respond or the agent needs a minute to find an answer. Maybe the customer needs to step away from their phone for a...
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Automated topic detection for better business

Automated call topics detection can lead to better business

Some people may fear that artificial intelligence is becoming increasingly dominant and will start taking away jobs, leaving people unemployed. What we can focus on is looking at which jobs AI could actually do better. This would leave more time...
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Using data analysis in business decision making

How to use data analysis in your business decision making

Data-driven decision-making has been at the forefront for a while now and it has been the way of working for many companies. Even though increasingly popular, the data-driven approach has not always taken companies to their needed business growth. It...
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Churn risk retection and actions with AI

Churn risk detection and actions with the help of AI

When a customer is dissatisfied with a company’s services or decides to leave a company, there are usually warning signs. The company can manage and keep down churn risk if they knowingly work towards this target. This means analyzing customer...
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Repeat call analysis for FCR

Repeat call analysis – improve your First Call Resolution rates

Discover how our new automated solution for detecting First Call Resolution rates helps companies significantly improve customer experience.
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AI-driven customer service quality monitoring

10 typical questions that AI-driven customer service quality monitoring can help you answer – Part II

Businesses with large call volumes typically have similar customer service challenges. Here's how Feelingstream helps find answers.
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why change your call quality monitoring

Why you need to change how you do call quality monitoring – Part I

This common approach to call quality monitoring is costing businesses valuable time and opportunities to grow their business.
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What Estonian public sector institutions discovered about their customer service using Feelingstream

Feelingstream collaborated with three Estonian public sector institutions as part of the Estonian government's AI strategy.
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improve chatbot to optimize customer communication channels

Improve your chatbot to optimize customer communication channels

Discover how analyzing chatbot interactions can help make customer service channels more efficient overall.
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inbound email routing helps achieve sales potential

How inbound email routing helps achieve sales potential

Businesses can make a ton of new sales by automating inbound customer email routing.
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