Category

Customer analytics

How to use speech-to-text to find business critical customer service calls

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.

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.

How can text analysis improve your customer service? Part 3 – Customer feedback

In the previous two parts (Part I; Part II) we talked about how to improve customer service by handling your emails and phone calls smarter. In this post, we focus on customer feedback and share a couple of use cases how analysing customer feedback can help you improve customer experience in your business.While getting customer...

Interpreting customer feedback beyond the NPS score

Interpreting customer feedback beyond the NPS score is trickier thank you’d think. Imagine this. You have composed a clever questionnaire with carefully worded questions. It presents tested categories for ranking between best to worst or fastest to slowest. You have added a box for free form comments. The difficult part is now done – all...

How predefined topics kill the vibe

I had a problem with my new internet and mobile service provider. I got the first bill and couldn’t believe the amount it stated. Additionally, I noticed that the package I had bought didn’t fit my needs. For example, I didn’t need the reminder about used limits, an automatic service at all. I was worried...