Three ways conversation intelligence can improve brand experience and the bottom line
From campaign strategy, to crisis management, to brand sentiment, read about three ways CMOs can leverage conversation intelligence to understand cust...
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The Team at CallMiner
October 06, 2022
According to Forrester Research, customers are in a space of survey overload. “We are now sending customers so many surveys that it hurts our CX performance.”
Understanding customer feedback is essential if businesses want to improve customer experiences and boost retention. For many organizations, surveys have long been the primary, and often only, source of customer feedback. While surveys – or solicited feedback – provide valuable insights, they’re not without challenges. Surveys historically have low response rates, and many customers who take them often fall on the extreme ends of the emotion spectrum. It’s no surprise that most customers who respond to surveys are either extremely satisfied or extremely dissatisfied.
It’s time organizations view surveys as only one customer feedback channel – not the only channel. Businesses must begin to diversify their feedback collection methods.
Unsolicited feedback provides the ideal solution. Businesses can obtain a comprehensive view of customer sentiment without burdening customers with survey requests. Unsolicited feedback is mined directly from the interactions your business is already having with customers, such as through the contact center. These conversations represent a rich source of data with invaluable insights hidden within.
Without analyzing every interaction, it is impossible to understand the complete customer journey. It’s also more difficult to spot possible problems, or opportunities, or pick up on trends without data-driven evidence.
What makes conversation intelligence effective for driving improved CX is that it’s not simply transcription delivering a “blizzard of words”. “Categories” are applied to define intent, sentiment, and focus attention from the big data of contact center interactions. For example, there are many ways to express dissatisfaction. It’s not just the words you say, but the way that you say them. Capable analytics captures this meaning with contextual value, acoustics for sentiment and scoring for attention. That’s why unsolicited feedback is the rocket fuel for your CX engine.
Read on for some of the ways unsolicited feedback can augment surveys and drive better customer experiences.
For more information on how to diversify feedback mechanisms to improve your CX strategy, check out our whitepaper, Unsolicited Feedback Can Be Rocket Fuel for Your CX Engine.
CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.