Telecom

Reduce customer churn, reduce costs, focus on the customer

EpiAnalytics customer insight analytics help telecom providers identify the drivers of loyalty.  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 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.

ANALYZE ALL CUSTOMER FEEDBACK

Analyze and manage all open-ended complaints and customer feedback stored in your CRM, in your post-purchase surveys, on forums and social media, to identify patterns and make data-driven predictions.

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.

SENTIMENT ANALYSIS

Gain market share by benchmarking and measuring consumer sentiment about your products while gaining insight into your competitors' products.