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Feedback management software is a #1 priority for product development teams. By collecting product feedback from customers and analyzing it for insight, superior customer feedback management software can help product teams to improve product quality and drive innovation.
Choosing the right software is critical, however. Most solutions today are focused on capturing customer feedback through surveys offered via web, email, chat, and other channels. While this technology has its place, it doesn’t produce insights based on a comprehensive understanding of the wants and needs of a target audience. Surveys have very low response rates, and customers who do respond tend to be highly motivated to praise or complain about a product. As a result, most customer feedback management software is unable to access insights about the vast majority of customers, leading to inaccurate and incomplete data.
CallMiner Eureka offers a better approach. By capturing and analyzing conversations with 100% of customers across all channels, the CallMiner platform delivers deeper customer insights that help product teams drive innovation and competitiveness.
Conversation intelligence is a powerful technology for mining customer conversations at scale. Leveraging AI and machine learning, conversation intelligence converts the unstructured information in interactions into structured data that can be searched and analyzed to reveal the meaning of conversation, the intent of the speaker, and even the emotion and sentiment behind a customer’s behavior. By tagging keywords and phrases, a superior product feedback management platform can track a wide range of metrics and reveal deep insight into the wants, needs, preferences, and opinions of individual customers.
Armed with this insight into the mindset the customer, product teams can more easily drive quality improvement and product innovation. Comprehensive data from 100% of customer conversations can reveal trends about preferences for certain product options, potential safety issues, and product shortcomings that can be addressed through product investment. Ultimately, customer feedback management software powered by conversation intelligence provides product teams with an always-on focus group for making better product decisions.
The CallMiner Eureka platform is the product of two decades of innovation and the expertise developed from mining billions of hours of customer conversations for insight. Today, CallMiner is the global leader in conversation intelligence, providing the industry’s most comprehensive platform for analyzing omnichannel interactions at scale.
Eureka aggregates and analyzes customer interactions across all channels, delivering the insights that product teams need to make user-driven development decisions. Ultimately, Eureka helps product teams uncover and act on insights faster than any human ever could.
With CallMiner’s customer feedback management software, product teams can:
• Drive new product innovation and improve market fit. With a continuous product feedback loop based on analysis of comprehensive customer feedback, product teams can innovate more quickly and easily. CallMiner helps to identify customer suggestions that may inspire ideas for new features and products, or uncover the new ways that customers are trying to use existing products, leading to possibilities for product line expansion.
• Address quality and safety concerns earlier. Conversation intelligence data produced by CallMiner can serve as an early warning system for quality or safety concerns, enabling teams to proactively resolve issues before they become brand crises or business emergencies. These insights can help reduce risk and avoid potential product recalls.
• Identify competitive threats and weaknesses. Analysis of omnichannel conversations can reveal a product’s competitive strengths and weaknesses as well as threats and risks that teams may not yet be aware of. By monitoring competitor mentions across all channels, CallMiner Eureka helps teams to focus investments on improvements that can drive greater competitiveness.
The CallMiner Eureka platform provides product teams with comprehensive solutions for capturing, analyzing, and mining customer conversations for insight. With CallMiner, your teams can:
• Discover what’s most important to customers with CallMiner Analyze. As the centerpiece of the Eureka platform, Analyze makes it possible to automatically score 100% of audio and text-based interactions to identify the most impactful insight sfor product improvement and innovation.
• Visually connect the dots between insight and action with CallMiner Visualize. This technology enables users to create shareable presentations that demand attention and encourage action. Users can see the big picture stories revealed by customer feedback or use an interactive interface to drill down into the details of a single customer.
• Provide contact center agents with real-time guidance from CallMiner Alert. When a contact center conversation shows signs of escalating or ending poorly, Alert automatically notifies agents and supervisors and provides next-best action guidance to improve the outcomes of calls and ensure a positive customer experience.
• Improve agent effectiveness with CallMiner Coach. With Coach, supervisors can easily monitor, understand, and optimize agent performance at scale by identifying performance trends and targeting behavior for guidance or reinforcement.
• Protect customer privacy with CallMiner Redact. This technology automatically identifies sensitive numeric data in audio and text-based conversations and removes it to protect privacy and ensure compliance with regulations.
Built with expertise from two decades of innovation and billions of hours spent mining customer conversations for insight, the CallMiner Eureka platform delivers the intelligence businesses need to make smarter and better decisions. By analyzing customer interactions at the deepest level, CallMiner delivers the intelligence that matter most, faster than any other platform.
Our technology is the choice of the world’s leading organizations in insurance, retail, financial services, healthcare, travel, and hospitality. The CallMiner Eureka platform delivers:
• Trusted insight. Gain rich behavioral insight based on what customers say and how they say it, delivering source-of-truth confidence for every interaction.
• Actionable insight. Frontline coaching, organization awareness, and real-time and post-interaction automated scoring bridge the gap between insight and action.
• Stronger security. CallMiner ensures omnichannel security for every organization by providing automated sensitive data redaction within a PCI-certified hosted model.
Customer feedback management software is an application that automates the collection and analysis of customer feedback about brands, products, and customer experiences. Feedback software also helps teams to disseminate insights and puts product intelligence to action to drive innovation and improvement.
Most customer feedback management software is oriented to collecting surveys through the web, email, SMS, and other channels. While surveys can provide some valuable data, they typically have response rates as low as 5%. That means the vast majority of customer opinions are not included in analysis of brand sentiment, product satisfaction, and customer experiences.
Conversation intelligence makes it possible to extract insight from 100% of interactions with customers across every channel. Using artificial intelligence and machine learning, conversation intelligence platforms can capture and analyze interactions in calls, chat, email, web, social, SMS, surveys, and other channels. By determining the meaning of words, the intent of a speaker, and the emotion and sentiment driving a customer’s opinions, conversation intelligence reveals deeper insights and hidden patterns that can help teams improve brand and product expenses.
With CallMiner, there has been a 400% increase in frequency of feedback. In addition, insights from CallMiner brought greater consistency among our supervisors. We did regular calibrations with supervisors before speech analytics, but CallMiner uncovered inconsistencies in scoring across all supervisors that we did not have visibility into before.
Contact Center Systems Administrator, Gant Travel
