Customer Support

Put the power of text analytics to work in your support organization

            Improve Agent Capabilities

 

          Improve Agent Capabilities

Your customer support center is often the first point of customer contact in your business and there is an enormous amount of customer feedback stored in call center notes, customer emails, and chat sessions.  By extracting insights and intelligence from customer feedback you can reduce average handle time (AHT), increase Net Promoter Scores (NPS), achieve first call resolution (FCR), and identify emerging issues before they turn into major problems.

AGENT QUALITY CONTROL (QC)

Accurately and precisely identify and correct critical customer issues that distracted employees frequently overlook.  Identify agent performance, and compliance issues that reduce the cost of service and customer churn.

SENTIMENT ANALYSIS

Real-time sentiment analysis helps prioritize customer support requests and increase customer satisfaction.  Measures the “health” of your support center using sentiment and satisfaction scores.

EARLY WARNING SOLUTIONS

Continuously analyze all call center notes, customer emails, and chat sessions to quickly spot emerging customer issues, automatically identify and correct defects in products and services before they become prevalent.

INCREASE OPERATIONAL EFFICIENCIES

Embedded Natural Language Processing (NLP) and Machine Learning systematically reduces the time and resources needed to analyze customer feedback and support tickets to resolve customer issues.   Automate triage and quickly identify the root cause of customer issues.   Combining structured data into your analytics to measure the performance of your business units, geographical regions, particular stores, and products.