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Providing a superior omnichannel customer experience has become a critical differentiator. Research suggests that 86% of buyers will pay more for a great customer experience, and more than two-thirds of companies now compete primarily on the basis of CX.
As you map your customer journey to better understand CX at every touchpoint, getting inside your customer’s mindset is critical. It’s not enough to simply know where interactions occur on your customer journey map – you need to know how your customers feel about their experience at each touchpoint. Analyzing a sample of customer conversations is not enough. Today, capturing every customer conversation is needed to deliver a superior customer journey experience.
CallMiner can help. The CallMiner Eureka conversation analytics platform captures and analyzes 100% of customer interactions across all channels, converting unstructured audio and text-based data into meaningful insight that can enhance the customer journey experience.
Traditional means of evaluating the customer journey experience fall short in several ways. In the past, customer service teams have used surveys and manual reviews of recorded calls to gauge customer satisfaction and sentiment. But the results of these efforts are often unreliable, giving more weight to the responses of highly dissatisfied or extremely happy customers. And because these methods only cover a fraction of your customer interactions – often 1 to 3% – you may be missing up to 99% of what your customers are telling you.
Conversation analytics changes the formula for measuring the customer journey experience. By capturing 100% of customer conversations across all channels, conversation analytics provides a far better understanding of how customers feel about your brand and their customer journey experience.
Conversation analytics takes unstructured data contained in audio and text-based customer interactions and analyzes it to better understand what customers are saying. Advanced acoustical analysis and language tagging help to identify and score a customer’s emotion, enabling you to determine more accurately what drives their behavior.
CallMiner delivers conversation analytics that drives business performance improvement and enhances the customer journey experience. Our Eureka conversation analytics platform enables you to capture and analyze customer interactions across all channels – calls, email, texts, social media, websites, and surveys – and converts massive amounts of data into meaningful and actionable insight.
Our platform analyzes customer interactions at the deepest levels, accurately interpreting nuance and identifying patterns and traits that deliver greater clarity into your customers’ needs, wants, and behavior. Driven by AI-powered technology, our conversation analytics solution and customer journey mapping software help you discover what matters most to your customers, so you can take precise action to improve the customer journey experience.
With the CallMiner Eureka platform and journey mapping software, you can:
• Use insights from every conversation to improve customer interactions.
• Identify patterns at scale to better understand your customers and meet their expectations.
• Understand customer needs in real-time to personalize the customer journey experience and build greater loyalty.
• Create strategy based on 100% of your customer interactions, rather than just a sample.
• Identify obstacles and barriers to the customer journey that can be removed for a frictionless customer experience.
Our Analyze product is the centerpiece of the Eureka conversation analytics platform. Analyze uses machine learning algorithms to transcribe, categorize, and score every interaction to turn unstructured data into business intelligence. Combining accurate analytics, automation, and visualization, Analyze enhances the customer journey experience with proven technology, packaged efficiency, and ease of use.
With Analyze you can:
• Improve awareness with full transcription and analysis of every interaction.
• Accelerate ROI with pre-built solution packs and step-by-step Playbooks.
• Safeguard customer data with automated redaction of sensitive data and personally identifiable information.
• Zero in on potential issues using keywords, phrase clustering, and acoustic measures to spotlight current and emerging trends.
• Track interactions across channels with a customer journey map tool that provides a visual perspective on every interaction that contributes to customer engagement.
No other platform offers more customizable solutions and deeper customer understanding than CallMiner Eureka. As a global leader in conversation analytics, CallMiner has become the industry’s most comprehensive platform for analyzing omnichannel customer interactions at scale. Founded in 2002, we have innovated analytics solutions for nearly two decades and have mined billions of hours of customer conversations.
Our platform offers:
• AI-driven features, real-time and post-call analytics, and unmatched accuracy that help to deliver the fastest time to improvement.
• Detailed analysis of customer interactions with accurate autoscoring, correlation across multiple channels, and categorization for ease, effectiveness, and emotion.
• A human approach to our business, with a dedicated support team for your account and an active customer community for crowdsourced innovation.
The customer journey experience is comprised of all the steps on the path a customer takes from first learning about a product or service to purchasing it – or deciding not to purchase. The customer journey may also include the interactions between a company and the customer after a purchase, such as customer service, technical support, writing reviews of the product, and subsequent sales.
A customer journey map is a way of visualizing the journey for a single buyer persona. Customer journey maps help sales, marketing, and customer service teams to better understand all the interactions or touchpoints on a customer journey. A customer journey map also gathers and analyzes data about the effectiveness of each touchpoint – that is, how customers feel about the interaction and whether the touchpoint was successful at moving the customer toward a sale.
Conversation analytics is a technology that helps companies better understand what customers are telling them in audio and text-based conversations. Conversation analytics captures and analyzes conversations in calls, email, chat, social media, and other channels, converting unstructured information in these exchanges into structured data that can be analyzed and searched. Ultimately, conversation analytics provides companies with deeper insight into what customers want, how they feel about the brand, and how companies can take action to improve the customer experience.
CallMiner's insights created visibility across the customer journey to direct and indirect touchpoints that impact the CX. Real, cross-functional insights help us increase sales, grow and retain customers, and bring new products to life.
Director of customer care innovation, Radial
CallMiner helps us see our data in the context of the entire customer journey – from pre-purchase, to fulfillment, to post-purchase (and ideally long-term loyalty).
Director of customer care innovation, Radial
As a leader among speech analytics vendors, CallMiner offers industry-leading omnichannel contact center solutions that drive call center optimization and improve business performance metrics. CallMiner’s conversation analytics technology captures and analyzes 100% of customer conversations across all channels, providing insight that can drive call center performance metrics and enhance omnichannel support. CallMiner simplifies customer touchpoint mapping with an automated journey map tool that delivers clearer understanding of the customer’s mindset and emotions. And automated performance scoring and detailed, real-time analytics of every conversation make it easy to monitor performance, implement call center best practices, and support the work-from-home call center agent.