Advanced Speech Analytics to boost Data-Driven culture and customer experience
Challenge
Our client, a global leader in the production and sale of coffee capsules, faced the challenge of deeply understanding their customers’ experience in every interaction. This included understanding new consumer expectations, assessing the impact of promotions, and evaluating the effectiveness of changes implemented in customer service. Additionally, they sought to enhance the overall customer experience and reduce complaints regarding sales and orders.
Solution
To address this challenge, we implemented a comprehensive approach based on our Advanced Speech & Text Analytics platform. This solution allowed our client and our CX expert team to analyze broader and more representative samples of interactions between customers and agents. Using advanced natural language processing technology, we were able to delve into the analysis of each conversation, identify behavioral patterns, emerging trends, and areas of opportunity to improve the customer experience.
Added Value
- Customer Experience Personalization: Through detailed analysis of interactions, we identified individual preferences and specific customer needs, enabling more effective customization in service and promotions.
- Reduction of Complaints: Early detection of customer issues and concerns allowed us to take proactive measures to address them, resulting in a significant decrease in sales and order complaints.
- Strategic Collaboration: Working closely with the client's Marketing team, we identified 17 specific actions and initiatives to optimize products and promotions, contributing to an overall improvement in customer satisfaction and business performance.
Results
The service is active, and we analyze an average of 8,500 calls and 12,000 emails monthly (1000 hours), which has allowed us to over time improve Customer Satisfaction (CSAT) by 15% and reduce complaints reaching our call center by 25%.
Additionally, through analysis of end customer needs, we identified 17 actions and initiatives shared with our client’s Marketing team to optimize and enhance their products and promotions.