Impacts

GAIN INSIGHTS, MAKE AN IMPACT

Customer conversations combined with AI

Use the data that you already collect from customer conversations to answer your business questions and find actionable insights. Empower decision-makers to make strategic changes. Fulfill your potential. 

  • 100% visibility
  • Enriched with AI
  • Organisation-level wins

KNOW WHERE TO MAKE YOUR CHANGE

Understand the customer pains and quantify the issues they face to set your priorities. Find the biggest return for your investments. Change where change is needed the most.

What could you win?

You can make an impact in various ways, here are a few examples.

DISCOVER
20%
more sales leads
SAVE
90%
TIME ON QUALITY MONITORING
REACT
15X
FASTER TO CHURN RISK
REDUCE
20%
OF CALL VOLUME

UNDERSTAND HOW YOUR ORGANISATION COULD BE GREATER

Listen to your customers’ feedback from all your customer conversations to work towards a higher company reputation, increased customer and employee satisfaction, and better processes and services. 

  • Stronger decisions
  • Revenue growth
  • Better customer experience

ANALYSE TOGETHER, AS INSIGHTS ARE NEEDED FOR EVERYONE

Build custom reports for your team, department, or work together towards a shared goal for the whole company. Access and share data from customer conversations to find patterns in customer feedback and ideas for improvements. 

  • Real-time data
  • Work together
  • Shared knowledge

DESIGN SALES APPROACHES BASED ON SUCCESS

Analysing customer conversations has shown that the designed sales pitches and arguments may not always have their desired effect. The approaches can be improved by using the patterns that emerge from successful sales. Our practice has shown that creating a deadline for a sales decision helps close and increase sales.

 

  • Find sales potential
  • Test scripts and approaches
  • Adapt and fine-tune

OFFER QUALITY SERVICE FOR GREAT CUSTOMER EXPERIENCES

With full visibility into every conversation, you have an overview of all Agents’ performance based on all conversations rather than a small sample. Use this power to find improvement points and train Agents just as needed – as the Agents can make or brake your customer experience. 

  • Higher NPS and CSAT
  • Consistent quality of service
  • Higher employee satisfaction

FIND EFFICIENCY WITH DIGITALISATION AND AUTOMATION

Use automation options such as automated memos or email routing to streamline your processes and reduce Agent workload where possible. Use customer feedback from conversations to find information to improve your digital services. Decrease customer contacts with strategic changes to processes and services. 

  • Find change with high ROI
  • Learn from feedback
  • Increase efficiency

WE OFFER DATA MASKING AND ANONYMISATION

Get full visibility with the needed security

You know you could do much more with your customer conversation data if only you could analyse it. You’ve been held back thus far because you need to make sure that the customer and Agent data is secure. Feelingstream offers data masking and anonymisation for all customer service channels.

 

Make the most of your data without making compromises on data security.

WHY CUSTOMERS CHOOSE FEELINGSTREAM?

  • We are expects in our field with our own ASR and AI models
  • It is easy to integrate, our customers start with visibility from day 1
  • Security of data transfer and GDPR-compliance
  • You can measure the size of any issue and prioritise based on company strategy
  • One tool can benefit various departments, roles from agents to C-level decision-makers

WHAT CUSTOMERS SAY ABOUT FEELINGSTREAM?

Feelingstream not only converts our customer calls into text but it also automatically categorizes the calls according to keywords that are important for us. This has given us a completely new way of getting feedback from customers. We’ve used this insight to make changes in our processes and services but also in the customer service quality we provide.

Teet Tiisvelt
Head of Customer Service Development, Telia

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

HOW IT WORKS

  • You’re aware that some of your processes are lacking, but you’re unsure what is causing your customers the biggest pain. With the Feelingstream conversation analytics tool you can analyse all customer conversations for full visibility and measure these issues.
  • Use AI topic models or Word clouds to find customer pains. Analyse customer conversations to measure the size of issues and see where change is needed the most.
  • Prioritise the order of needed changes. Use your resources wisely to put effort where the need is the biggest.
  • Monitor customer conversations to see the impact of the change.

Stop losing in customer service!

It’s time to see the true potential of what analysing customer conversations can help you achieve.