Henry @ Spiral


Why Disposition Codes Don’t work in 2023?

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.

As pioneers in the realm of customer service, we consistently strive to be at the forefront of transformation, setting trends instead of merely following them. In the year 2023, this means revisiting traditional tools such as disposition codes that have served as the mainstay of our customer feedback systems.

Disposition codes have played an integral role in offering a simplified, organized view of customer interactions. However, with the dynamism of customer needs and expectations in 2023, these codes reveal significant drawbacks.

Three fundamental issues with disposition codes have emerged:

  1. Lack of Detail: Disposition codes tend to categorize multifaceted customer experiences into limited predefined slots, thereby missing out on the subtleties and rich insights these experiences offer.
  2. Inadaptability: The static nature of these codes restricts their ability to keep up with the evolving landscape of customer sentiment and ever-changing consumer expectations.
  3. Resource Intensity: Surprisingly, despite the technological era we live in, disposition codes demand significant manual effort, making the process laborious and prone to inaccuracies.

Recognizing these challenges calls for a transition to a more insightful and dynamic approach – Customer Feedback Analytics.

By incorporating a state-of-the-art customer feedback platform, we can explore customer sentiments and experiences in-depth. This platform transcends mere data collection; it scrutinizes and interprets feedback, offering robust, comprehensive insights that we need to excel.

Furthermore, a competent customer feedback platform demonstrates adaptability, evolving in tune with our customers' changing needs. It automates the process of feedback analysis, freeing up valuable resources and time.

As we journey through 2023, it's time for us to shift gears from rigid, labor-intensive methods to adaptable and efficient feedback platforms that offer an in-depth understanding of customer feedback. This transition will empower us to create exemplary customer experiences and continue to push the boundaries of our industry.

Ready to transform your time-to-solution from weeks to minutes? If so, let’s chat about setting your team up with a trial of Spiral to experience what life is like when you have an AI issue detection system working for you. 

What is Spiral?

Specific customer issue detection using the latest machine learning (ML) + AI research, and neural networks. 

How can I try Spiral? 

If you’re curious what Spiral’s turnkey insight solution can find in your customer feedback, let’s chat. Schedule a demo and before our first call, we’ll scan your company’s customer reviews and show you a personalized demo dashboard based on your public data.

We can get started with as little as one feedback channel, or process all channels in your omnichannel support program. We work with live chat, support emails, phone calls, NPS, DSAT, CSAT, social media, reviews, SMS, surveys – or any channel you consider to be feedback. 

Our customers come from spaces such as: financial services / banking / credit unions, fintech, connected hardware and software, insurance, retail, B2C SaaS, and managed marketplaces – and we’d love to hear from you. 

Let's chat!

Spiral takes in omnichannel customer feedback and converts it into clear and prioritized issues. Companies use Spiral to detect emerging customer-facing issues, solve them, and make sure they don’t happen again. We integrate with your CRM and handle millions of feedback pieces each day.

Our mission is to make every company on earth customer-centric.

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