Contact
Voice of the customer
Identify why a customer is calling
Everyone is talking about the "Voice of the Customer". It is usually understood as asking customers about their wants, needs, problems, challenges and opportunities. Every year, companies invest very large budgets in market research and customer satisfaction surveys in order to record the expectations, likes and dislikes of their customers. This alone shows that the presumed benefits from such surveys are very high. Classical analyses, however, take place asynchronously, are usually highly deferred and only randomly sampled. In short, they are inaccurate and time-delayed.
Your benefits
VIER Interaction Analytics
With VIER Interaction Analytics, an AI-based solution for speech analysis, you can easily evaluate and manage customer contacts. The fully automated transcription and categorisation makes content quickly findable, keywords evaluable and enables the visualisation of trends. Through artificial intelligence (machine learning), VIER also finds out what customers really want. The "Voice of the Customer" helps companies to improve customer service and make sales more successful.
Evaluate customer contact
Only the analysis of real customer dialogue brings to light the true indicators of trends in customer service. In addition to the evaluation of written communication (email, chat, social media), telephone calls are given a clear and sustainable added value with the VIER analysis. Only in a phone call does a customer tell us why they want to cancel or what they want to complain about or what really excites them.
Kundenwünsche kennen
In every conversation, the customer tells us why they are calling, what their preferences are and what they want. Through automation with VIER Interaction Analytics, you can now easily display, analyse and evaluate these.
Establish transparency
Managers receive the necessary transparency with regard to the ideas of their customers. This makes it easier for you to strategically align the company on the basis of clear data. With just a few clicks, you can easily tap into new potential with VIER Interaction Analytics and generate valuable "smart data" from "big data".
Interaction Analytics
Features of the software
Topic Recognition
- Identify trends and themes over time
- Find changes quickly
- Recognize peculiarities at a glance
- Adapt customer approach
Phrase tracker
- Which competitors are mentioned?
- Which handling of objections works?
- White- and blacklist for automatic detection of certain formulations
- Benchmarks across all agents
Coaching analysis tool
- List of the most important telephone calls at a glance
- Relevance factor based on own configuration
- Note function
- Extensive filter options
At the push of a button
Listening to and understanding the customer
Ideally, companies should be able to see daily and in real time what their customers want, what concerns they have and why they are calling. With the analysis tool VIER Interaction Analytics, which works on the basis of recorded customer phone calls, companies can:
- permanently listen to the voice of the customer,
- recognise trends early on,
- analyse issues that cannot be captured by the service worker,
- carry out spontaneous queries according to predefined, also changing (in each case current) phrases or topics,
- see why customers really call,
- classify reasons for termination and prevent future terminations,
- carry out advertising measures in a more targeted manner
- and receive automatic escalations (alerting) in case of urgent news.
Ideally, companies should be able to see daily and in real time what their customers want, what concerns they have and why they are calling. With the analysis tool VIER Interaction Analytics, which works on the basis of recorded customer phone calls, companies can:
- permanently listen to the voice of the customer,
- recognise trends early on,
- analyse issues that cannot be captured by the service worker,
- carry out spontaneous queries according to predefined, also changing (in each case current) phrases or topics,
- see why customers really call,
- classify reasons for termination and prevent future terminations,
- carry out advertising measures in a more targeted manner
- and receive automatic escalations (alerting) in case of urgent news.
How can we help you today?
Tell us your goals and we will look at suitable solutions together. Simply contact us using the form and we will get back to you as soon as possible.
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