In today’s data-driven world, companies are constantly seeking ways to improve customer service quality, efficiency, and boost sales. One powerful tool that has emerged in recent years is conversational analytics. This technology leverages natural language processing (NLP) and machine learning (AI) to analyse customer interactions, providing valuable insights that can help organisations enhance their customer...

Why should you analyse customer feedback? When it comes to customer feedback, there are various forms that may be collected and analysed. The most common ones are NPS (Net Promoter Score) and CSAT (Customer Satisfaction Score). For companies selling various products, product feedback and reviews are also very relevant.  Collecting feedback is not too complex; the...

In a previous article, we wrote about the knowledge pyramid and moving through its layers with thought and data analysis to work towards finding actionable insights. In this article, we’d like to run you through another example of this process. We wish to make it clearer by using some demo data and the Feelingstream conversation...

What is efficiency? When we at Feelingstream think about efficiency, we think about efficient businesses.   Tony Robbins says this on his website: “Business efficiency means maximizing your outputs from your given inputs – or making the most of your resources. If you haven’t thought about how to improve efficiency in a business, you may well...

When a customer contacts a company, the contact must be documented. This documentation is crucial for any future reference or additional contact from the same customer. At the same time, the company also needs information about contacts for categorization, analysis, and improvement. Documentation protocols may vary, but one thing is clear – it takes a...