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CallMiner Eureka uses conversation intelligence to capture and analyze 100% of omnichannel interactions. It is your product development team’s best support system, easily transforming raw customer data into trustworthy, real-time insights that drive product innovation and customer retention.
Surveys have a very low response rate and draw the most engagement from customers who fall on the far ends of the spectrum: they love to love your product or they love to hate it. Look instead at conversation intelligence, which delivers unsolicited truth, drawing on customer comments from every stage of the customer journey.
The Problem: Choosing the right software is critical. 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. 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.
The Method: By collecting product feedback from all customer interactions and analyzing it for insight, superior customer feedback management software using AI-powered conversation intelligence can help product teams improve product quality and drive innovation.
The Solution: CallMiner Eureka offers the better approach. Through 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. This unparalleled, actionable data makes Eureka a #1 priority for product development teams.
Conversation intelligence is a powerful technology for mining customer conversations at scale.
The right 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:
To improve business growth, the CallMiner Eureka platform provides product teams with comprehensive solutions for capturing, analyzing, and mining customer conversations for insight.
With CallMiner, your teams can:
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 matters 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:
Talk with one of our experts to find out how our platform can help drive your business. Contact Us | Request a Demo
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.
Traditional customer feedback management software works with data gathered from a small sample of customers through focus groups, user surveys, and other methods. In contrast, conversation intelligence technology uses AI and machine learning to capture and analyze 100% of interactions with customers across all channels: phone, email, chat, social, web, surveys, and more. Differences include:
| Customer Feedback Management Software | AI-Conversation Intelligence Software |
|---|---|
| Solicited feedback | Unsolicited feedback |
| Small customer sample | Data from every customer interaction |
| Reactionary | Proactive |
| Post-interaction | Real-time |
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
