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No business can afford to alienate premium customer. AI's NLP analyzes Customer Care sessions to find out those who're dissatisfied, if so why, and can it lead to churn
About
All businesses have customers, more importantly, premium customers. What specific issues are uppermost in the mind of your customers about your solutions and services? Which of them are so frustrated that they are at a heightened risk of churn? CIM provides answers to these - in real-time! CIM does so in 5 steps: identifies premium customers, finds those that are dissatisfied, the intensity of their dissatisfaction, the reason why they are dissatisfied, bubbling to the top the key reasons across all customers for actionable intelligence, and finally, which of these are at risk of (hard or soft) churn. It analyzes Customer Care omni-channel logs of customer sessions (chats, voice, email, web) using sophisticated NLP to provide specific insights into your customers. CIM is unique in the industry. Other tools for Customer Care – like Medallia, Verint and Gainsight – rely on legacy technology, like surveys, which are poorly responded, hence don't provide insights about a customer. CIM provides a niche functionality, that's vital to customer retention, and can fit well in the Customer Care and Quality Assurance ecosystem in your workflow, arresting churn by as much as 7-12%..
Key Benefits
Elevates customer experience to where they will be sticky and do more business with you - by the following actionable intelligence: 1) Bubbles to the top the major reasons for dissatisfaction - whatever the reason, like due to an operational process, a system issue, or disconnect between organizations. You can fix internally, delight the customer 2) Proactively identifies premium customers at risk of soft churn. Imagine the delight of your customer when they receive a call from Quality Assurance acknowledging a festering issue and an offer to remedy it 3) Reduces churn by 7-12%, as also encourages a satisfied customer to spend more
Applications
Customer Care Quality Assurance Chief Customer Officer Makes sure that the business knows where they stand with respect to their premium customers - at all times