When a customer contacts your company, they are taking time from their day that could be used in a host of other ways. Sure, they expect to be treated well, but above all else, they expect the issue that prompted the interaction in the first place to be resolved quickly and efficiently. The task, then, is to provide the best service as quickly as possible; no easy feat considering the volume of interactions your company receives on a daily basis. Understanding what is making your customers dissatisfied is, in large part, about getting to the root causes of what is making them unhappy.
Nexidia can help you listen to your customers, figure out what is upsetting them, and determine the best course of action to leave your customers content. Through the use of Nexidia Analytics, your company can analyze each and every contact you have with your customers and discover the pain points that are leading to them to be upset. If there is a problem, your customers will let you know. With Nexidia’s help, you’ll be able to:
Quantify the behavioral events occurring during interactions to uncover the issues most affecting the customer
Use sentiment scoring to move beyond traditional survey data and determine what drives scores by quantifying dissatisfying events and uncovering their root cause
Analyze all communication channels and associated data to compare trends and establish customer profiles
Discover pain points in the customer’s journey in order to better serve them
By proactively responding to the problems you’ll find your customers are having to do less, having a better experience with your company, and are far more satisfied.
Learn about Nexidia's products and services and how you can become a hero to your customers.