CX Insights now provides even more granular insights into your customer interactions. Now, you can dive deeper than ever before with sentiment and solution analysis broken down by category and sub-category.
The nuances within each category and sub-category is crucial for optimizing the customer experience. That's why now CX Insights offers a significant upgrade: granular sentiment and solution analysis. On each category and sub-category row, you can see new columns of 'Solution Provided' and 'Sentiment Distribution' that show aggregate call performance for these metrics. This means you can pinpoint exactly where positive or negative sentiment is strongest, and identify which specific areas are contributing to successful resolutions or causing customer frustration.
What does this mean for you?
Pinpoint Problem Areas: Identify specific sub-categories where negative sentiment is prevalent, allowing you to address underlying issues and improve customer satisfaction.
Optimize Agent Training: Understand which categories and sub-categories are challenging for your agents, enabling targeted training and coaching.
Measure Solution Effectiveness: See which categories and sub-categories have the highest (or lowest) solution rates, helping you identify areas where your processes may need improvement.
Data-Driven Decision Making: Make informed decisions about your products, services, and support strategies based on detailed insights into customer interactions.
Example:
Imagine a call categorized under "Billing Issues" with a sub-category of "Incorrect Charge." With this update, you'll not only see the overall sentiment of the call but also the specific sentiment expressed regarding the "Incorrect Charge" sub-category. If the sentiment is negative in this sub-category, you can immediately investigate and address the root cause of the billing error.
We believe this enhancement will empower you with even deeper insights into your customer conversations, enabling you to drive significant improvements in customer experience and business outcomes. We're confident that this new feature will be a game-changer for your call analysis process.
We wish your operation benefits from this new release and look forward to hearing your feedback!