Understand and continuously improve quality of service and the customer experience

Problem

Customer experience and voice of the customer teams need to understand what factors are having the biggest impact on retention and churn. But teams are often under-resourced and lack access to detailed information.

Customers are reaching out and describing their needs and experiences across a multitude of contact channels. Yet extracting conversational data to analyse and share with stakeholders is a manual, time-consuming and imprecise process.

Solution

Re:infer Communications Mining understands every customer conversation across all channels, whether voice or text-based. It extracts valuable insights into the customer experience, identifying customer intent, sentiment, customer effort, quality of service, and satisfaction.

Real-time reporting enables voice of the customer teams to understand customers better and resolve issues faster. Conversational analytics enables them to identify root causes and continuously improve the customer experience.

Benefits

Communications Mining helps you capture the voice of the customer with unprecedented speed and accuracy, enabling you to:

Augment the customer experience

Communications Mining automatically extracts key topics of conversation, showing what is most important to your customers. This gives you the insights to continuously improve customer, employee, brand and product experiences.

Improve customer retention and lifetime value

Gain increased control and visibility over key metrics like CSAT, NPS and CLTV. Analyse signals, predict customer behaviour and resolve issues to provide experiences that reduce churn and keep customers coming back.  

Become the customer champion

Use text and speech analytics to gain insight into all interaction and feedback sources. Recognise contact drivers, discover trends and root causes while prioritising areas for improvement. Become the source of truth for customer insight and understanding in your organisation.