We use a range of data points to develop comprehensive CX insights for our clients.
Our analysis includes a conversation audit to identify automation opportunities. This audit involves reviewing hundreds of chat interactions for:
Intent. Understanding customers' needs as they interact with you can support automation accuracy and ensure responses align with customer expectations.
Common phrases used. We can use the different ways customers ask questions to automate support workflows better and provide more accurate responses tailored to your audience.
Trends. Seeing patterns occur over time can help uncover new automation and optimisation opportunities for your customer experience solutions.
Sentiment. Over time, sentiment can help you gauge overall customer happiness and make business decisions based on how customers react to a product or service.
Feedback. Getting feedback can show you where customers' needs are being met and identify areas for improvement to increase customer satisfaction.
Whether the message is reactive or proactive. Develop proactive messaging strategies by seeing if the customer initiated an interaction or if you addressed their issue before the customer reached out.
Message volume by channel. Know the most popular channels so you can be where customers prefer to find you.
We also partner with Klaus, a customer support insights tool that gives you the most granular view of customer support success and happiness. Visit their website for more info.
To learn more about how we can help you with CX analytics, get in touch with us at email@bothello.io or send us a message in the chat.