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Customer Experience Monitoring

Woman making an online purchase
“86% of customers are willing to pay more for a great customer experience.”
“86% of customers are willing to pay more for a great customer experience.”
Channels
Support tickets
Email
Reviews
Chat
Social media
Connected systems
Zendesk
ServiceNow
SalesForce
Freshdesk
RPA: Blue Prism, UiPath, Automation Anywhere or micro-service for automated actioning
Avg. implementation time
1 month
Avg. time to value/ROI
1 month

Challenge

Customer experience and loyalty teams need to understand what factors are having the biggest impact on retention and churn. 

Customers are reaching out and describing their needs and experiences to multiple teams, across a range of communication channels.

Reading, interpreting and structuring conversational data to analyse and share with stakeholders is often manual, time-consuming and imprecise.

Solution

Re:infer automatically reads, understands and classifies customer conversations to identify loyalty and churn drivers.

Customer experience leaders can access real-time trends across requests via a dashboard, enabling continuous improvement. Alerts within the platform enable leaders and managers to get ahead of systemic issues and take preventative proactive actions.

Benefits

  • CLTV / loyalty optimisation
  • NPS and CSAT
  • Customer lifetime value
“Re:infer's AI platform lets us understand what our customers tell us – at scale. Ultimately it helps us make better product decisions.”
<small>John Veichmanis, CMO – Farfetch<small>

More use cases

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Turn any conversation into actionable data

Drive operational efficiency and optimise the customer experience with Re:infer’s Conversational Data Intelligence Platform.