Cx MOMENTS will detect, trend and report the customer issues or queries found in your customer support interactions.
Put simply, you should be able to visualise rapidly how many customer complained last month about "order not received" and how many of these were associated to a specific shipping company.
What are Cx Moments "topics"
Cx Moments categorises customer conversations into "topics". Topics are like the tags, labels, fields or categories that your customer service agents would normally apply manually to each ticket or chat. Cx Moments uses intelligent keywords combinations or pure AI (Corporate plans only) to understand what each customer is talking about, and automatically apply the right topics to it. For example, a topic named "broken TV" could be a combination of the keywords "TV", "television" OR "televisions" near the words "broken", "black screen" OR "does not turn on".
Cx Moments topics will track how often customers complain or ask about the same thing. They enable you to detect recurring issues which you might want to get fixed so you stop getting customer calls about them. Topics help you spot new issues that are trending up, in case some of your agents need coaching on these. And they help you discover how issues are related to each other, such as delivery problems and a specific shipping company.
How to modify or create new topics
You can import pre-defined topics from our library, create new ones yourself, or edit topics you have already created or imported.
Autodetected topics: There are a large number of "topics" automatically detected by Cx MOMENTS, which you can import in your dashboard. In fact, there are so many of them that we let you decide which ones you would like to import and view in your dashboard
Find new topics: you can create new topics from scratch, for example if you don't like the ones you see pre-configured in your Cx MOMENTS library,
Edit existing topics: if you think the ones you have created or imported could be improved.