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How do customers speak in different customer service channels

How do customers speak in different customer service channels?

Our speech to text solution makes customer calls searchable in text format. But this new kind of customer insight calls for a new way of thinking.
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Customer self-service portal improvements to reduce calls to customer service

How to improve your customer self-service portal and reduce calls to customer service

Learn more about how Feelingstream has helped businesses improve their customer self-service portals and reduce incoming customer calls.
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More visibility during remote working adds up to better business decisions

Remote work means that managers work from home. The customer service team that is serving customers is either working from home or in a safe work environment. This new situation that the managers find themselves in demands for more visibility...
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Remote customer service made efficient with conversation analytics

Remote customer service made efficient with conversation analytics

A few months ago, no one knew how radically our work life was going to change in the coming months. Governments all over the world have requested companies to close their offices and work from home. This means that customer...
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European Data Incubator win Feelingstream

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...
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Lead generation with information from existing customer conversations

Lead generation with information from existing customer conversations

I attend many business development meetings where people try and generate tons of ideas about better customer service with digitalisation, simplifying processes or designing the next product feature. However, my last experience in the telecom sector was different because we...
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should closing deals be scripted

Should closing deals be scripted?

Customer interaction analytics creates a new way of closing deals, sales coaching and gaining business results for your company. It is smart to use scripts for helping Agents to not forget anything or ensure they follow the call flow. Call...
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Feelingstream 2019 in review

How to get customer insights and prepare for sales in 2020 – a year in review

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...
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Finnish speech-to-text ASR model

Finnish speech-to-text (ASR) solution detects leads from conversations

Lately, we have been developing our own Finnish speech-to-text model and now it’s ready! We’ve designed the Finnish speech-to-text model to help large companies detect business-critical patterns from existing phone calls, such as sales leads, quality leaks, unhappy and leaving customers. Analysing...
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Introducing Riikka – our cheerful sales guru!

Introducing Riikka – our cheerful sales guru!

Riikka, why did you decide to join Feelingstream? I was looking for a new job and I saw that Terje wrote on Facebook that they are looking for analysts. There were a lot of different requirements for an analyst and...
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Becoming a Team Player at Feelingstream Mari-Liis

Becoming a Team Player at Feelingstream

At some point, every student starts wondering how the freshly acquired knowledge could be put into practice. Even more – the overall idea of imagining life after graduation triggers fear. In such cases, an excellent solution is to have your...
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Jobs-Feelingstream-FiBAN

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...
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My three months in Feelingstream as an intern, by Triin Altmets

My three months in Feelingstream as an intern

You all know this stereotypical image of an intern, who has to do the most annoying tasks and often even for free, right? Well, Feelingstream is nothing like that! With these three months I have spent here, I feel like...
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Why analyse customer service chats

Why should you analyse your customer service chats?

Chat or chatbot is becoming an increasingly important communication tool between a company and a customer. Emails are more old-fashioned and people don’t have the patience to wait in long call queues. Those customer service channels do have their place...
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Customer feedback text analysis can improve your customer experience

Customer feedback text analysis can improve your customer experience

We have previously talked about how to improve customer service by handling your contacts smarter. For example, read our article about how to handle emails more efficiently. In this post, we focus on customer feedback. We share a couple of...
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