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Enhancing the consumer product experience is one of the surest ways to increase customer satisfaction, build customer loyalty, and capture greater market share. The product experience can be shaped by many factors – from a product’s look and feel to its functions and ease-of-use to its durability and performance over time. Monitoring and enhancing the consumer product experience requires input and feedback from consumers themselves, yet few product experience management (PXM) teams have found a way to do this consistently and successfully.
Most tools for gathering customer feedback are inherently limited. Surveys, focus groups, and user testing collect feedback from a very small sample of users, missing insights from 90% to 95% of customers. The contents of contact center calls could provide insights based on comprehensive data, but reviewing individual calls with customers is incredibly time-consuming.
CallMiner can help. The CallMiner Eureka platform leverages conversation intelligence technology to automatically capture and analyze all interactions with customers across every channel, delivering insights that can transform the consumer product experience.
Conversation intelligence platforms rely on artificial intelligence, machine learning, and natural language processing to mine audio and text-based interactions with customers for meaning, intent, and emotion. Conversation intelligence technology takes the unstructured information in these interactions and converts it to structured data that can be aggregated, analyzed, categorized, and scored to reveal the wants, needs, and opinions of customers as well as the sentiment and emotion behind their words.
Conversation intelligence solutions can capture customer conversations in calls, chat, email, surveys, SMS, social media, websites, and other channels. By combining, analyzing, and searching this data, businesses can uncover trends in product service and experience that reveal opportunities, identify competitive strengths and weaknesses, and produce details to help shape the product management roadmap. Comments on ratings and review sites, for example, may reveal unforeseen product shortcomings. And suggestions in contact center calls may point to features and functionality that could enhance the consumer product experience.
As the global leader in conversation intelligence technology, CallMiner offers the most comprehensive platform for analyzing omnichannel customer interactions at scale. Trusted by the world’s leading organizations in retail, finance, healthcare, and other industries, the CallMiner Eureka platform analyzes interactions at the deepest levels to reveal meaningful insight that can transform the consumer product experience. CallMiner automatically collects and analyzes customer feedback across all channels to deliver the intelligence brand and product management teams need to make better business decisions.
The CallMiner Eureka platform provides comprehensive capabilities to help product experience management teams deliver superior experiences. With Eureka, product teams can:
• Capture and analyze 100% of interactions to understand what matters in the consumer product experience.
• Visually explore customer feedback with graphical presentations that allow users to see the big picture or drill down into details of a single customer.
• Collect speaker-separated audio for more accurate conversation analytics.
• Redact sensitive numeric data and personally identifiable information from text-based and audio conversations to protect customer privacy.
• Provide agents with real-time guidance and next-best actions to turn around a potentially negative customer experience.
• Optimize agent performance by providing supervisors with a deep understanding of agent and customer interactions, enabling them to target agent behavior for guidance or reinforcement.
With CallMiner Eureka, businesses can enhance the consumer product experience by ensuring product quality, increasing product innovation, and monitoring and exploiting competitive advantages.
• Drive product innovation. By delivering insight into customer wishes for product options, functionality, and features, CallMiner enables product teams to continuously improve on existing products and introduce new offerings. With CallMiner, teams can access the ultimate focus group on demand to test new ideas and better understand the drivers behind customer suggestions, making it possible to identify adjacent opportunities for innovation.
• Rapidly address product issues. The real-time insights that CallMiner provides allow teams to quickly attend to quality and safety concerns that can impact the consumer product experience. From identifying product defects and shortcomings to software bugs and broken functionality, CallMiner’s product teams can constantly review Voice-of-the-Customer intelligence to gain greater visibility into the customer experience.
• Understand the competitive landscape. Striving for competitive advantage is key to enhancing the consumer product experience. CallMiner captures and analyzes insights across social, ratings, and review sites to uncover competitive strengths and weaknesses that can inform product strategy and design.
The CallMiner Eureka platform is built on two decades of innovation and billions of hours mining customer conversations for insight. By reviewing meaningful insight from every customer interaction at scale, our platform delivers the intelligence that businesses need to enhance the consumer product experience.
Discover what matters most to customers
CallMiner analyzes interactions at the deepest levels, interpreting nuance and identifying patterns to reveal areas of opportunity.
Integrate channels for deeper analysis
The Eureka platform correlates text-based and audio interactions, even when those channels are not integrated.
Improve performance and enhance operations
CallMiner helps product teams to connect the dots between human understanding and the tangible action required to turn it into business improvement.
The consumer product experience is the collection of perceptions, thoughts, and emotions that customers have as they interact with a product. Positive experiences lead to greater customer satisfaction and loyalty, while less-than-ideal experiences may result in customer churn and negative ratings and reviews. Ensuring an exceptional product experience is a top priority for product management teams.
The most effective way to understand the consumer product experience is to seek feedback from customers themselves. From customer comments on websites to calls with contact center agents, customers offer a great deal of insight into how the product experience can be improved. However, collecting customer feedback has traditionally been a challenge for businesses. Methods like surveys, focus groups, and user testing provide feedback from a very limited number of customers. Reviewing recordings of calls with contact center agents could offer more comprehensive insight, but manually reviewing and analyzing calls can be prohibitively time-consuming.
Conversation intelligence technology enables product teams to capture feedback from every customer interaction across all channels. Leveraging AI and machine learning, conversation intelligence automatically transcribes, analyzes, categorizes, and scores interactions to reveal the meaning of a customer’s words as well as the emotion and sentiment driving their behavior and opinions. By collecting and mining feedback from 100% of customer interactions, conversation intelligence platforms reveal more accurate and deeper insight into the wants and needs of customers and help to deliver better consumer product experiences.
We use proprietary systems along with CallMiner AI-driven speech analytics, which is a big part of our business intelligence process. It provides us with actionable insights that improve our relationships with our clients, and provides our clients with insights that improve their relationships with their consumers, increasing lifetime value and revenue.
VP of Contact Solutions, DoublePositive
