FEATURES FOR CUSTOMER SERVICE QUALITY

Quality assurance

How do you know whether your customers are truly happy? Customer service scores can’t tell you why your customers contact you or point you towards powerful opportunities to elevate the service. Feelingstream gives you rich insight into the thoughts and preferences of your customers – without you having to ask – so that you can make the changes with the highest ROI.

Quality assurance

HOW IT WORKS

  • Let's say you want to understand why customers often contact you with a specific topic. Your first step is to search for all customer contacts related to this topic.
  • On the basis of your findings, you get both an overview and rich insight into this topic and how your customer service can be made more efficient in that area.
  • Use this insight to reduce the number of incoming calls by making necessary changes, improving your digital services or developing a cohesive customer experience across all channels.
  • Save your searches as Stories so you can monitor the impact of your latest changes daily and stay ahead of any negative escalations.

FEATURES

MULTICHANNEL ANALYSIS

Track your customer interactions across all communication channels – calls, email, chatbot and surveys.

HIGH-QUALITY CALL TRANSCRIPTS

Our models provide high-quality speech-to-text in all Scandinavian and Baltic languages as well as German.

STORYBOARDS FOR MONITORING

Create your custom report to keep track of what’s most important to you. Share these boards with your team members.

PRE-DEFINED SEARCH QUERIES

We provide industry-specific ready-made searches to help you get a full overview of your sales process.

AUTOMATIC MEMOS

Our AI model write memos automatically, leaving more time for your agents to focus on customers.

AUTOMATIC AI CLASSIFICATION

The AI models we use automatically classify all customer interactions according to sentiment, call duration and other characteristics.

DATA MASKING AND ANONYMIZATION

We are able to provide the level of data security your business needs ranging from data masking to anonymization.

REAL-TIME DATA

Track customer interactions as soon as the interactions are stored in the system.

SEE IT IN ACTION