Customer Feedback Solutions

Overcome Barriers to Collecting Feedback

Analysts report that 95% of Companies that do not have a system for collecting operational customer insights report they are “too busy” to put a solution in place” or have “no time or resources” to act on the intelligence.

Businesses need customers to survive and their experiences occur naturally within a predictable customer lifecycle.  A typical customer begins a relationship with a company when they purchase their first product and continues as they use the product and buy more over time.  Whenever a customer interacts with an organization they are either strengthening or weakening their relationship.  The contact center is often a company’s primary source of customer contact. 

Utilize Voice of the Contact Center™

The sources of customer communications in the contact center are many:

  • Agent call notes and transcripts (contain call drivers and root cause - the main issues customers are contacting)
  • Emails and chat exchanges (contain sentiment and tone an important Early Warning indicator)
  • Surveys (containing relevant transactional data about the customer’s most recent experience, reasons for satisfaction, and ideas about how to improve products and services)
  • CRM and Salesforce Automation databases (contain customer communications and segmentation data)

EpiAnalytics customer feedback solutions unlock the wealth of unstructured customer feedback stored in your contact center.  Contact centers can now systematically uncover actionable insights harnessing the knowledge trapped in CRM and service data to create and maintain a competitive advantage, and identify retention and sales opportunities.

EpiAnalytics customer feedback solutions transform your contact center into a key corporate information broker feeding other departments with fresh customer-centric insight and actionable intelligence.  By unlocking the intelligence stored in the enormous amount of unstructured customer data you already collect you can feed other departments that desperately need to consume customer-centric contact center data including: product management, research and development, human resources, compliance, fraud prevention, and corporate risk management.