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Customer experience
design customer experience through customer conversations

Analyze and design customer experience through customer service conversations 

When you think of great customer experience design, do you often also think about having great customer service from a company? Because we do. Offering quality customer service can differentiate a company from its competitors. Good service can make or break a customer experience.  To offer great customer experiences, you need to ensure that your service...
Ultimate guide to efficiency with AI

The Ultimate Guide to Efficiency with AI

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...
CXDay2021_post

CX day – celebrating and tributing call center Agents providing enjoyable experiences for beloved customers 

Each year on the first Tuesday in October, the customer experience community celebrates the professionals and companies that make great customer experiences happen – a celebration known as CX Day. In 2021, customer experience day falls on 5th October.  It is a day to highlight the great experiences we wish for our customers. To showcase and notice what they deserve when...
Repeat call analysis for FCR

Repeat call analysis – improve your First Call Resolution rates

Discover how our new automated solution for detecting First Call Resolution rates helps companies significantly improve customer experience.
Customer self-service portal improvements to reduce calls to customer service

How to improve your customer self-service portal and reduce calls to customer service

Learn more about how Feelingstream has helped businesses improve their customer self-service portals and reduce incoming customer calls.
Why analyse customer service chats

Why should you analyse your customer service chats?

Chat or chatbot is becoming an increasingly important communication tool between a company and a customer. Emails are more old-fashioned and people don’t have the patience to wait in long call queues. Those customer service channels do have their place as well, but chat is the new hot option. With chatbots, customers can get the...
Customer feedback text analysis can improve your customer experience

Customer feedback text analysis can improve your customer experience

We have previously talked about how to improve customer service by handling your contacts smarter. For example, read our article about how to handle emails more efficiently. In this post, we focus on customer feedback. We share a couple of use cases how text analysis of customer feedback can help you improve the customer experience...
service personalisation for a quality experience

Service personalisation – offering your customers a quality experience

Would you be happy when you call the customer service of a company and the agent would greet you by your name? If the customer service representative would know your history and could assist you quickly? Do you want companies to send you personalised offers based on your past with them? Of course! Service personalisation...
CUSTOMER SERVICE SPEED IS CRUCIAL

Speed is a crucial component of customer experience

When your company serves customers or tries to onboard a new customer, then the speed of the response is the key to success.  We will show you why it matters and how to achieve this goal. What is fast? When a customer’s request is waiting in a queue for longer than one day, then this...
Customer feedback interpretation beyond the NPS score

Customer feedback interpretation beyond the NPS score

Interpreting customer feedback beyond the NPS score can be a trickier task than you might think. Imagine this. You have composed a clever questionnaire with carefully worded questions. It presents tested categories for ranking between best to worst or fastest to slowest. You have added a box for free form comments that you dread to...
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