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As you strive for product innovation, there is one source of insight and intelligence that must be valued above all others: direct feedback from customers. By understanding exactly what customers think of your current products and services and where their needs are unfulfilled, your teams can optimize the product development process to achieve better results.
Collecting customer feedback has traditionally been difficult. Many companies still rely on data from a relatively small sample of customers collected through surveys, focus groups, or user testing. These approaches are difficult to scale and often reflect the opinions of people who have the strongest negative or positive opinions.
Conversation intelligence technology from CallMiner Eureka enables you to capture and analyze 100% of feedback on every channel where customers engage with your brand. From comments on ratings sites to contact with customer service agents, CallMiner monitors every customer interaction to provide insight based on comprehensive feedback from your target audiences.
Conversation intelligence technology leverages AI and machine learning to collect and understand the unsolicited feedback – including the drivers of intent, action, and emotional loyalty – expressed by your customers on every channel. By transforming the unstructured information in conversations into structured data that can be aggregated and analyzed, conversation intelligence unlocks vast amounts of insight that can inform product development and drive new product innovation.
By categorizing and tagging language and emotion in all interactions, conversation intelligence helps product development teams achieve continuous innovation. Conversation intelligence enables your customers to be an “always on” focus group, providing invaluable feedback loops as you test new ideas, improve existing products, and introduce new offerings.
Conversation intelligence also provides exceptional competitive intelligence, uncovering customer opinions about competitive strengths and weaknesses. And by tipping off your product teams to safety and quality concerns, conversation intelligence can help to reduce risk, prevent product recalls, and avoid warranty claims.
With the industry’s most comprehensive platform for analyzing omnichannel customer interactions at scale, CallMiner is the global leader in conversation intelligence for driving business performance improvement. CallMiner Eureka analyzes customer interactions at the deepest levels to identify patterns and reveal insights that shed light on new areas of opportunity.
With the power to capture feedback on products and services from every customer interaction, CallMiner Eureka enables you to:
• Improve product quality. Use customer feedback as an early warning system to understand and address product safety/quality issues before they become business emergencies. Collect Voice-of-the-Customer insights to uncover shortcomings in the user experience.
• Drive product innovation. Gain insights from customers to inform product development, drive innovation, and improve market fit. Analyze customer feedback to gain inspiration for new features, products, and service offerings. Uncover foundational drivers of customer suggestions to pinpoint adjacent opportunities for innovation.
• Gather competitive intelligence. Uncover competitive strengths and weaknesses by analyzing insights from social, ratings, and review channels. Mine competitor mentions in contact center conversations to uncover product risks and competitive threats.
Your product teams can rely on CallMiner Eureka as a customer feedback management software solution, capturing and analyzing data to inform the product innovation process. With Eureka, product development teams can:
• Understand what matters most to customers with CallMiner Analyze. As mission control for conversation intelligence, Analyze automatically scores 100% of calls, chats, email, and other text-based interactions to deliver insights that drive product development.
• See and share the stories revealed by customer feedback with CallMiner Visualize. An interactive, easy-to-use interface makes it easy to explore data visually, drilling down into the details or seeing the big picture to connect the dots between insight and action.
• Drive better outcomes with real-time guidance from CallMiner Alert. When a customer conversation is escalating or taking a negative turn, Alert provides next-best action suggestions to turn the interaction around and resolve issues positively.
• Improve agent performance with CallMiner Coach, a tool for understanding agent actions, identifying performance trends, and targeting behavior for guidance or reinforcement.
• Improve accuracy of conversation intelligence with CallMiner Capture. This technology collects high-fidelity, dual-channel audio that improves transcription accuracy.
• Protect customer privacy with CallMiner Redact, a tool that automatically identifies and removes sensitive numeric data from text-based and audio conversations.
Built with expertise from two decades of innovation and billions of hours mining customer conversations for insight, CallMiner Eureka delivers the intelligence businesses need to make better decisions. No other platform offers more customizable solutions or deeper understanding of customer feedback to drive improved product development.
Identify patterns in customer feedback
Analyze customer interactions at the deepest levels to pinpoint patterns and identify opportunities for new product development and innovation.
Integrate feedback across channels
CallMiner leverages AI and ML-powered analytics to correlate text-based and audio interactions, even when those channels are not already integrated within the technology stack.
Improve performance and operations
Identify the steps needed to move from insight to action to create measurable business improvement.
Product development encompasses the entire journey of moving a product from concept and production to release and support.
Customer feedback informs product development by providing insight into how a product can best fulfill the wants and needs of customers. By collecting comprehensive feedback from customers about their experiences with and opinions of a product, companies can refine existing offerings and innovate new products to fulfill customers’ needs.
Conversation intelligence is an AI-powered technology that can capture, transcribe, analyze, and score interactions with customers to reveal insight into the drivers of their behavior, opinions, and purchasing decisions. Conversation intelligence converts the unstructured information in customer conversations into structured data that companies can search and analyze to spot trends, uncover problems, identify threats, and target areas of opportunity.
We kicked off the program with our customer care division, and expanded globally to supply chain, product, marketing and other departments.
Director of customer care innovation, Radial
