STOP LOSING QUALITY IN CUSTOMER SERVICE

Seamless customer service

Higher NPS Scores. Improved Agent Compliance. Happy customers. Feelingstream provides your quality and management team the full picture of your business, allowing you to assess the quality of your customer service, see your business from the customers’ perspective and point you towards powerful opportunities and make changes where they are needed the most.

Seamless customer service
0%
HIGHER NPS SCORE
0%
REDUCTION IN CALL VOLUME
0%
MORE SELF-SERVICE USERS
0h
SAVED ON WRITING
MEMOS PER AGENT / MONTH
Did you know that happy customers with a positive experience in customer service buy five times more likely than unhappy customers?  Watch our video
Do you want to learn more?

Sign up to our newsletter and be the first to get access to exclusive content.

FEATURES

AUTOMATIC CRM MEMOS

Keep agents focused on helping more customers when you automate documentation.  

DATA MASKING AND ANONYMISATION

Superior data security ranging from data masking to anonymisation.

MULTICHANNEL ANALYSIS

Customer interactions across all channels: calls, emails, chat, NPS, surveys, and feedback are analysed.

AUTOMATIC AI CLASSIFICATION

AI- powered model that automatically classifies all customer interactions according to sentiment, call duration and other characteristics. 

REAL-TIME DATA

Track customer interactions as soon as the calls end. 

MULTILINGUAL SPEECH TO TEXT

Automatically generate high-quality transcripts of inbound and outbound calls available in all Scandinavian & Baltic, and German languages.

PRE-DEFINED SEARCH QUERIES

Industry-specific ready-made searches to help you get a full overview of your customer experience process.

50 A4 PAGES OF TEXTS PER DAY!

This is the volume of spoken text customer service representatives (Agent) talk with customers daily! Excellent - please give our best wishes to your colleagues, because they deserve appraisal! You can also think that every Agent is talking as of the size of 50 A4 page book daily!

Data is calculated from more than 266 000 in the #Finnish language customer service calls.

Agent speech in customer service

BENEFITS

RICH CUSTOMER FEEDBACK

Only 15% of your customers respond to feedback surveys. Analyzing your customer interactions tells you exactly what your entire customer base thinks, feels and wants. 

MULTICHANNEL VISIBILITY

Get in-depth multichannel insight into why your customers contact you beyond CRM comments or agent notes. Feelingstream analyzes across all channels – calls, emails, chatbot and survey feedback.

TARGETED TRAINING

Identify training opportunities and spend time, money and resources on training that actually matters.

ACHIEVE GOALS AND KPI`S

Better analytics enables you to effectively plan steps to meet business targets.

MORE ACCURATE MEMO QUALITY

Ensure consistent and more accurate and reliable data in the system for future reference.  

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.
Feelingsteram_quality_management

HOW OUR CLIENTS USE FEELINGSTREAM TO IMPROVE CUSTOMER SERVICE

We are constantly improving the availability of our services to help customers access the solutions they need as smoothly as possible. Feelingstream allows us to respond to our customers’ queries much faster than before. The software can analyse hundreds of messages per second, so it has opened up a broad range of applications for us.

Sari Tempakka
Head of Remote Service & Advice Finland, Nordea