REDUCE CUSTOMER CHURN, ELIMINATE COSTS, FOCUS ON THE CUSTOMER
EpiAnalytics AI provides insight that help telecom providers identify loyalty drivers. It has been shown that the churn-rate for detractors (less loyal customers) can be as over 2x higher than for other customer groups.
Based on speech analytics and customer feedback analysis you can quickly identifying customers that had a poor experiences, but more importantly you can identify the main drivers of the poor experiences. Based on this customer insight you can fix problems with your products and processes. Similarly, you can identify what products and processes your customers like the most. By identifying drivers from promoters (more loyal customers) you can confidently maintain loyal customer relationships.
DEEPER CALL ANALYSIS
Call recordings are a major source of customer feedback for Telecom companies. Now you can enhance your call management processes by applying EpiAnalytics Conversational AI, text analytics and sentiment scoring to your call recordings to identify crucial customer insights. Analyze hundreds of calls simultaneously to quickly identify high priority emerging issues, product suggestions and monitor areas of customer satisfaction. Make regulatory and legal compliance easier by storing and querying your customer data for violations and early warning indicators.
ANALYZE ALL CUSTOMER FEEDBACK
Analyze and manage all open-ended complaints and customer feedback stored in your CRM, in your post-purchase surveys, and on communities to identify patterns and make data-driven decisions.
NEW ISSUE IDENTIFICATION
Early warning solution quickly spot emerging customer issues, manage negative social media, and automatically identify poor customer experiences.
AGENT QUALITY CONTROL (QC)
Accurately and precisely identify and correct critical customer feedback that distracted service employees frequently overlook.
Gain market share by bench-marking and measuring consumer sentiment about your products while gaining insight into your competitors' products.