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Effective product feedback management is essential to driving product innovation and improvement. By capturing customer comments, analyzing them for insight, and sharing product intelligence throughout the development process, product teams can more successfully deliver offerings that drive customer satisfaction and build customer loyalty.
While there are plenty of feedback management software solutions on the market today, most are still focused on collecting feedback through customer surveys. This presents two challenges for product teams. The response rate for surveys is notoriously low – typically between 5 and 15% – making it difficult to base product decisions on a comprehensive understanding of customer preferences. And because the survey respondents tend to be either extremely happy or unhappy with product, the insights gleaned from this data are inevitably distorted.
CallMiner can help. Our Eureka platform leverages conversation intelligence to capture and analyze 100% of omnichannel customer interactions, providing a feedback management software solution that delivers a deeper and more accurate understanding of what your customers want and need.
Conversation intelligence uses AI and machine learning to capture, transcribe, and reveal deep insights that are hiding in customer conversations. Conversation intelligence technology works across all audio and text-based channels, including phone, email, chat, social, web, surveys, SMS, and more. By converting the unstructured information in conversations into structured data, feedback management software built with conversation intelligence makes it possible to understand the meaning of a conversation as well as the intent, sentiment, and emotion of the speaker.
Conversation intelligence automatically mines each conversation for insight that can improve quality, ensure safety, and drive new product innovation. The right solution can reveal customer preferences about product features, colors, and sizes as well as customer suggestions that can inspire new offerings or new features for existing products.
Product teams can also rely on customer feedback management software to proactively discover and fix product defects and safety issues, reducing risk and avoiding potential product recalls or warranty claims.
CallMiner Eureka is the most comprehensive platform for analyzing omnichannel customer interactions at scale. As the global leader in conversation intelligence, CallMiner enables product teams to analyze interactions at the deepest level, interpreting nuance and understanding patterns to shed light on areas of opportunity as well as competitive threats.
By revealing a deeper understanding of customer preferences and demands, CallMiner enables product leaders, managers, designers, and QA teams to:
• Drive product innovation. Omnichannel analysis of customer feedback can inspire product teams with ideas for new features and new products based on customer comments. By analyzing the drivers of customer suggestions, product teams can also discover adjacent opportunities for innovation. And by uncovering how customers are using existing products in new ways, teams can identify opportunities for product line expansion.
• Enhance product safety. With CallMiner, teams can use conversation intelligence as an “early warning system” to discover and resolve product safety issues before they become serious business crises.
• Improve product quality. Data gathered through CallMiner’s feedback management software can serve as an on-demand focus group, helping teams to understand product shortcomings and to focus investments on driving improvement.
• Achieve competitive advantage. By analyzing comments from social, ratings, and review sites, product teams can uncover competitive strengths, weaknesses, risks, and threats that can help to focus product research and investment.
The CallMiner Eureka platform provides product teams with a comprehensive set of feedback management software tools. With CallMiner, your teams can:
• Understand customer conversations with root-cause analysis. CallMiner makes it easy to discover what matters most to customers across their omnichannel journey by scoring performance, tagging transcriptions with sentiment and emotion, and pinpointing customer wants and needs.
• Explore customer feedback visually. CallMiner’s feedback management software allows users to create graphical presentations that reveal the stories within customer feedback. An interactive, easy-to-use interface allows stakeholders to drill down into the detail of a single customer or to see the big picture to visually connect the dots between insight and action.
• Protect customer privacy. Customer conversations often include sensitive numeric data and personally identifiable information. The Eureka platform automatically identifies and redacts this information to ensure privacy for customers and compliance with privacy regulation.
• Improve customer outcomes. By helping supervisors improve the performance of individual agents, CallMiner helps to ensure better outcomes for customers. CallMiner can also alert agents and supervisors when indicators suggest that a customer is at risk of churn or a conversation may be headed in a negative direction. Automatic real-time guidance and next-best action feedback can help resolve conversations positively and ensure better experiences for customers.
CallMiner Eureka is trusted by the world’s leading organizations in industries such as retail, healthcare, insurance, financial services, travel, hospitality, and more. Our technology is the result of two decades of innovation and the expertise built on billions of hours of mining customer conversations for insight.
By extracting meaningful insight from customer conversations at scale, CallMiner’s feedback management software provides product teams with the intelligence they need to make better business decisions.
Achieve improvement faster
Unmatched accuracy, AI-driven search features, and real-time and post-call analytics enable product teams to respond quickly to customer feedback and drive product improvement.
Understand what matters most
CallMiner produces deeper understanding of customers by accurately and automatically scoring conversations, correlating data across multiple channels, and categorizing it for ease, effectiveness, and emotion.
Count on success
To ensure the success of our customers, we provide a dedicated support team for each account. We also offer access to an active customer community that is an excellent source of knowledge, support, and crowdsourced innovation.
Feedback management software helps product teams collect feedback from customers and use customer insights to drive improvements to product quality and innovation.
In the past, customer feedback has usually been collected through surveys, focus groups, or user testing. However, these methods tend to capture feedback from a small percentage of customers. Customer conversations with contact center agents can be an excellent source of unsolicited feedback from a much larger pool of customers, but reviewing and analyzing individual calls is prohibitively time-consuming. Consequently, many product teams today are turning to conversation intelligence platforms that can automatically capture and analyze 100% of customer interactions across all channels.
Conversation intelligence is a technology powered by AI and machine learning that can analyze, understand, and extract insight from audio and text-based conversations. A conversation intelligence platform can understand a speaker’s words and intentions as well as the sentiment and emotion that is driving their behavior.
We were looking for an organization that had similar values to African Bank...one that fosters collaboration, that wasn’t trying to give us a piece of software, but helped us determine a vision and solution. That’s where CallMiner stood out!
Executive of Credit and Data Science, African Bank
