Automatically measure customer satisfaction
Customer expectations, customer experience, customer satisfaction (NPS): simply listen to everything, and analyse it using AI.
What does the customer want? That companies understand their expectations
The customer tells us in each conversation why he is calling, what his preferences are and what he wants. voiXen automatically analyses the spoken word of the customer on the basis of relevant keywords (I expect..., I wish..., would be nice,...) and can therefore represent the customer's expectations in real time.
What experiences has the customer made with us?
In the same way it is possible to filter out from the calls of the customers what expectations the customers have of us, of our product, of our service. Here, too, the customer's experience is collected via keywords and, at best, made available to the company in real time.
And now? How satisfied is your customer?
The analysis of customer satisfaction and the representation in the form of a customer satisfaction indicator is the supreme discipline in dialogue analysis. By combining different keywords from the areas of "expectations" and "experiences" plus voice pitch, customer satisfaction can be derived from a dialogue.
The analysis result is translated into an NPS (Net Promoter Score). The NPS is the recommendation factor and indicates how likely it is that a customer will recommend the company's products or services to friends and relatives. The NPS is so important because customers who recommend you make more sales and attract new customers to you through positive word of mouth.
And what's in it for you now?
In the ideal case entrepreneurs see daily and in real time what their customers expect, what experiences they have made and even more importantly whether you recommend the company to others. With the analysis tool, which works on the basis of recorded customer calls, companies:
- constantly analyse the expectations, experiences and satisfaction of customers,
- identify trends early,
- identify problems at an early stage and take countermeasures
- analyze topics that cannot be covered by the service employee,
- recognize why customers "really" call (request recognition)
- classify reasons for termination and preventing future churn,
- carry out advertising measures in a more targeted manner and receive automatic alerts in the event of extreme dissatisfaction.
Author: Hans Jürgen Friedrich
Please also read the (German only) interesting blog post from Ralf Mühlenhöver regarding customer satisfaction surveys or visit our upcoming webinar.