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Savvy product development teams know that customer feedback is invaluable to the product innovation process. By capturing and incorporating the wants, needs, and opinions of target audiences, teams can enhance product quality, drive greater sales, and build customer satisfaction and loyalty.
Yet, gathering and managing customer feedback is not an easy proposition. Most solutions rely on surveys and feedback offered voluntarily by customers. This data tends to be limited by low response rates and skewed by the opinions of highly satisfied or dissatisfied customers.
Recordings of conversations between customers and contact center agents offer some of the most valuable product feedback. But most of this intelligence is effectively unavailable, since it’s prohibitively time-consuming to review and analyze the hundreds or thousands of conversations that occur each day.
CallMiner offers a solution. The CallMiner Eureka platform leverages conversation intelligence technology to capture and analyze every phone call as well as interactions on other channels to deliver comprehensive feedback for the product development process.
Conversation intelligence technology transforms the unstructured information in calls, email, chat, social media, websites, and other channels, converting it to structured data that can be searched and analyzed for insights. Powered by artificial intelligence and machine learning, feedback management software with conversation intelligence can transcribe speech interactions and categorize, tag, and score both voice and text-based conversations. These platforms can then sleuth out everything from the meaning of words, the intent of customers, and the emotions that customers experience along their customer journey.
By combining data from every conversation on every channel, conversation intelligence solutions enhance product feedback management and create a culture of continuous innovation. Conversation intelligence data serves as an on-demand focus group and product feedback loop, providing teams with instant access to customer feedback on existing products as well as new ideas, features, and offerings. With superior customer feedback management software, teams can act quickly on product feedback to enhance the customer experience.
With the ability to capture 100% of omnichannel interactions with customers, CallMiner Eureka is the global leader in conversation intelligence technology. Eureka analyzes conversations at the deepest levels to reveal new customer insights and more accurate product feedback.
The CallMiner Eureka platform offers a set of solutions that deliver comprehensive tools for accessing the insights that matter, faster than any other solution on the market.
• Analyze. To provide deeper understanding of conversations with root-cause analysis, CallMiner Analyze automatically captures, analyzes, and scores every customer conversation on every channel. By scoring performance and tagging transcriptions with sentiment and emotion, Analyze delivers product feedback that drives development and innovation.
• Visualize. Product teams can visually explore conversation intelligence data and product feedback with CallMiner Visualize. An interactive and easy-to-use interface allows users to see the big picture and connect the dots between insight and action, or to drill down into specific details of feedback from individual customers.
• Coach. To improve the performance of contact center agents, CallMiner Coach helps supervisors monitor, understand, and optimize agent performance at scale. Coach provides a deeper understanding of agent and customer interactions, allowing supervisors to identify performance trends and target behavior for guidance or reinforcement.
• RealTime. CallMiner RealTime monitors conversations in real time to notify agents and supervisors when a customer call is headed in a negative direction. By providing real-time guidance and next-best action suggestions, RealTime helps agents to successfully de-escalate tension and improve the outcome of calls for customers.
• Redact. Because many customer conversations contain personal information, CallMiner Redact automatically identifies and removes sensitive numeric data and personally identifiable information from audio and text-based conversations.
By automatically collecting and analyzing comprehensive customer comments, The CallMiner Eureka platform empowers teams to gain more value from product feedback. With CallMiner, product teams can:
• Drive product innovation with real-time insights into customers’ wants, needs, opinions, and behavior.
• Reduce the cost and effort of collecting product feedback by relying on CallMiner’s extensive automation.
• Easily identify competitive threats and weaknesses by capturing feedback from social media and ratings and review sites.
• Rely on Eureka to be an “early warning system,” helping product teams to identify and resolve quality and safety issues before they become business emergencies or lead to product recalls.
• Monitor the product experience to understand new ways customers are trying to use existing products, opening up opportunities for product line expansion and new marketing strategies.
• Share product feedback easily with product managers, designers, and QA teams to democratize data and align all product teams around common goals.
• Improve product quality by making decisions based on data rather than anecdotes.
CallMiner Eureka is the industry’s most comprehensive platform for analyzing omnichannel customer interactions at scale. By revealing meaningful insight from every customer conversation, our platform delivers the intelligence product teams need to make better business decisions.
CallMiner is trusted by the world’s leading organizations in retail, finance, healthcare, insurance, travel, hospitality, and more. With expertise developed from mining billions of hours of customer conversations for insight, CallMiner enables product teams to:
• Access insight faster. Turnkey integrations, packaged content, and self-serve customization help teams achieve faster time to value.
• Integrate easily. Our platform is agnostic to the source system that captures data and integrates easily with all market-leading systems for recording calls, chat, and email.
• Greater ROI. We help customers achieve ROI by providing extensive automation, exceptional support services, and Playbooks that provide step-by-step guides for leveraging our technology.
Product feedback is information provided by customers and users about their thoughts, emotions, opinions, and experiences when using a specific product. Product feedback is essential for the product development process, helping businesses to better understand which products and features will best serve customers’ needs and deliver an optimal experience.
Most product feedback solutions collect data through customer surveys and comments solicited on websites. But these methods tend to provide incomplete feedback. Survey response rates are typically only between 5 and 15%. And survey data is usually populated by comments from highly satisfied or dissatisfied customers, leaving out the vast number of customers in the middle who may have more nuanced and helpful opinions. To overcome the limitations, many companies are turning to conversation intelligence technologies that can incorporate 100% of customer interactions on every channel.
Conversation intelligence solutions can automatically capture and analyze audio and text-based conversations on any channel: phone, web, social, chat, email, SMS, surveys, and more. By transforming the unstructured information in these conversations into structured data that can be aggregated, searched, analyzed, and scored, conversation intelligence technology can provide product teams with near real-time insight into customer feedback on existing products as well as new products and features.
CallMiner's insights created visibility across the customer journey to direct and indirect touchpoints that impact the CX. Real, cross-functional insights help us increase sales, grow and retain customers, and bring new products to life.
Director of customer care innovation, Radial
