Customer Support Analytics
Customer support leaders use Communications Mining to analyse customer conversations, driving operational efficiency and enhancing the customer experience
Mine voice and text conversations to reveal the insights that increase customer satisfaction and improve the business.
Problem
Customer support teams are inundated with requests and low-value tasks. Leaders find it difficult to track queries, identify inefficiencies, and discover the most valuable change opportunities.
Customer support leaders lack the data they need to cut costs, adhere to SLAs and strengthen customer retention. Manual processes to capture management information (MI) are costly and time-consuming.
Solution
Re:infer Communications Mining understands every customer support conversation across all channels, whether voice or text-based. It automatically discovers and tags valuable insights, including reasons for contact, customer sentiment and resolution.
Customer support leaders can see trends and issues in real-time via a detailed dashboard, enabling continuous improvement and alerts to get ahead of systemic issues.
Benefits
Communications Mining helps you understand customer conversations at speed and scale, enabling you to:
Increase operational efficiency and performance
Realise faster, more accurate and cost-effective MI capture. Achieve faster identification of change and automation opportunities for cost reduction and improved efficiency.
Enhance the customer experience
Identify the root causes of customer dissatisfaction, and proactively implement solutions. Improve CSAT and NPS to secure better customer retention.
Monitor and optimise agent performance
Boost agent performance and productivity to maximise interaction volumes and improve SLA adherence. Identify and encourage the agent behaviours that contribute to customer success and improved conversation outcomes.
Hiscox saves £240k and auto-triages over 80% of emails with request automation
Specialist insurer Hiscox used Re:infer to automatically triage inbound broker requests.
- 80-85% of emails now automatically triaged by Re:Infer
- First time right rate increased from 3% to 96%
- Request turnaround reduced from 5-7 days to 3.7 days
- £240k saved in FTE cost avoidance
Communications Mining Explained
Communications Mining provides accurate, scalable and repeatable conversation analytics capabilities for discovering change opportunities.
Using state of the art natural language processing technology, Re:infer detects process inefficiencies, exceptions and risks expressed in communication data.
Communications Mining is suited to multiple cost levers, including automation, self-service, workflow, systems and data.
- <sub>1<sub>Zendesk, “The Zendesk Customer Experience Trends Report 2019”, 2019
“Re:infer has transformed how we do business, and I know we’ve only scratched the surface of what it can do. We’ve saved time and resources that can now be put toward serving our clients better than ever."
