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Delivering seamless omnichannel customer service is the holy grail for support organizations today. As the technology landscape continues to evolve, customers expect to engage with companies on any channel – phone, chat, email, SMS, social, and web – and to hop between channels as they please.
Companies that offer superior omnichannel customer support have a definite competitive advantage. Research found that companies with the strongest omnichannel customer service can retain an average of 89% of their customers, while companies with weak omnichannel support retain only 33%.
Most contact center and CRM solutions, however, do not enable companies to provide true omnichannel experiences. With these legacy solutions, information from various channels is kept in silos that prevent omnichannel interaction.
For superior technology for omnichannel customer service, CallMiner offers a conversation analytics platform that captures and analyzes every interaction with customers – regardless of channel – and delivers insight from customer data on a single platform.
Customers expect to access personalized, integrated, and seamless customer service on any channel they choose. Conversation analytics can help you meet these expectations by analyzing conversations across channels to create easier authentication processes, prevent the need for repeated information, and deliver clear insight into customers’ mindsets and emotions.
With superior omnichannel contact center solutions like conversation analytics, you can:
• Build a broader customer base. By offering access to customer service over more channels, you can serve and retain a broader range of customers. Some customers only feel comfortable on the phone, for instance, while others prefer social media.
• Enable more personalized experiences. By capturing and analyzing customer conversations and tracking the omnichannel customer journey in real-time, you can better understand what each customer needs and expects, enabling you to deliver superior and personalized experiences.
• Improve customer satisfaction and loyalty. Provide a seamless experience that eliminates the typical frustrations of customer service interactions and makes customers want to stick with your company.
CallMiner delivers the technology that enables omnichannel customer service in our Eureka conversation analytics platform. By capturing and analyzing 100% of customer interactions across all channels, Eureka enables you to extract meaningful insights from conversations while aggregating customer data on a single platform.
CallMiner provides a way to “democratize data” from customer interactions across your technology landscape, even when you cannot physically integrate your channels of communication. Eureka analyzes conversations from phone, chat, SMS, email, web, and social media interactions, providing a complete perspective on customers’ behaviors, needs, and expectations. CallMiner also analyzes conversations for emotion and sentiment, delivering insight into how customers feel about each interaction. This data is critical for tasks such as customer touchpoint mapping and can help to improve the customer experience at every point on their buying journey.
Our Eureka omnichannel contact center software uses machine learning algorithms to automatically transcribe, redact, classify, analyze, and score customer interactions across every channel. Graphical presentation of performance and emotion makes it easy to drive action from insight to optimize the customer experience, agent performance, and compliance. With Eureka, you can deliver the consistent, seamless experience that customers expect from an omnichannel contact center.
With CallMiner’s Eureka conversation analytics platform, you can:
• Work with a single view of the customer journey, providing agents with historical contextual analysis.
• Easily navigate to earlier or later interactions with the same customer.
• Identify the root cause of repeat contacts and first contact resolution, even across multiple channels.
• Capture interactions across a multitude of platforms.
• Meet customers on their channel of choice.
• Mitigate technology silos that often lead to disjointed customer experiences.
• Correlate customer interaction analytics without being limited by channel boundaries.
CallMiner is the global leader in conversation analytics that drive business performance improvement. No other platform offers more customizable solutions or deeper customer understanding for improved business outcomes. Our technology expertise spans nearly two decades and billions of hours of customer conversations that have been mined for insight. By connecting the dots between insight and action, our technology enables companies to target areas for business improvement and growth more effectively than ever before. That’s why CallMiner is trusted by many of the world’s leading organizations across a range of industries.
Omnichannel customer service enables customers to interact with a company via any channel they choose or transition between channels in a seamless customer experience. To provide omnichannel customer service, companies need technology that can integrate data from phone, web, SMS, email, chat, and social interactions, allowing agents to view every conversation in context.
By providing a seamless, personalized, consistent customer experience on any channel, omnichannel customer service increases customer satisfaction and loyalty while diversifying the customer base.
Conversation analytics is a technology that captures and analyzes audio and text-based conversations between companies and customers. By transcribing, analyzing, classifying, and scoring each interaction, conversation analytics enables companies to better understand the mindset and emotions of their customers.
CallMiner enables our internal teams to collect omnichannel data for analysis and gain new insights.
