Data analysis and the use of customer conversations, in our opinion, are the future of empowered decision-making. Making informed business decisions requires having access to reliable sources of information, such as customer conversations. With the technology we have today, the boundaries of what we can learn from customer interactions are being pushed further and further....
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...
A skill that is valued across all professions and industries is the ability to identify the root cause of a difficult business problem and then solve it. But not everyone is born with the talent for problem-solving. In fact, becoming an expert problem solver could be really challenging. However, just like any other skill, problem...
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 it comes to our software, we are always on the lookout for improvements for giving our users the best value. We base any version update or upgrade on what our customers have wanted or needed to make their lives easier. We want to provide the best user experience possible, so we constantly gather feedback...
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. Most companies measure their First Call Resolution. However, they may not be aware of the...
In this post, we’ll introduce what silence means in customer service calls, why it’s important to draw attention to it, and how a customer conversation analytics platform can help you measure silence, identify the causes, and learn from it. All for a more efficient and customer-friendly result. What does silence in customer service calls actually...
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 for humans to focus on their strengths. This includes giving way to automated call topics....
