Customer issue discovery, next-generation machine learning,
and what it means to be customer obsessed.
You’re being taken for a ride by companies who conflate vanity metrics with insights. Let’s end this practice today.
The limitations of disposition codes in 2023, including their lack of detail, inadaptability, and resource intensity, call for a shift towards dynamic customer feedback platforms and advanced analytics.
Implementing a "Close the Loop" feedback system involves listening, analyzing, and acting on customer feedback in order to create a positive customer experience and communicate the impact to customers.
Identifying and addressing issues that drive less than 1% of customer contact volume is crucial, as these seemingly minor problems can have a significant impact on customer experience and churn rates, making AI-powered tools like Spiral invaluable for root cause analysis and prioritization.
Reduce your support Cost Per Contact (CPC) by empowering agents, implementing self-service solutions, increasing chatbot coverage, and automating note-taking and issue tagging with the help of Spiral, saving time and money for your organization.
In 2023, AI-powered solutions like Spiral can detect and research customer issues faster than human employees, allowing organizations to skip weeks of manual issue research and solve problems in minutes, significantly improving customer experience.
‘Selective hearing’ and rigid text analytics models cause Medallia and Clarabridge users to miss up to 98% of their customers’ issues.
Your customers go out of their way to explain their difficulties – but are you properly equipped to hear them?