The success of any business depends on its capacity to understand the desires and necessities of its customers. Today, with big data and artificial intelligence, one might think that technology is the key to reaching the customers. However, while these instruments offer key statistics about the behavior and preferences of the customers, they do not necessarily provide a comprehensive view of their feelings. Just as customers are more satisfied when they enjoy a service with a human touch, companies get a better idea of customer needs when they interact with them personally.
Here are five strategies to better understand your customers and provide them with high-quality experiences:
Directly solicit feedback from customers
The best way to solicit quality feedback is often to ask clear and direct questions. Do not be afraid to ask your customers what they think of your brand, because only straightforward questions will help your brand become stronger.
The best partners when it comes to improving your business and your offer are your own customers. They can tell you WHAT they want and HOW, and what they are willing to buy. There are companies who spend infinite time and money in shaping a product or service that like to them, but that the customers do not want.
That’s why it’s essential to include your customers’ feedback from the beginning of the process. In addition, your clients will like you to be interested in their opinion. So, ask more questions! If there is one thing that we can assure you is that customers like to be asked, because nobody ever does.
Maybe you should give them a moment to think about the answer, but what they say is infinitely more valuable than what we each think about our product or service.
Organize discussion groups and interviews
When you have information about what your customers feel, think, say and do, you feel strong. It happens a kind of “yes, now I see it clearly”. You are able to do things, make changes and innovate.
Focus groups and interviews are a great way to connect with current and potential customers and receive honest feedback. The information is valuable to know what your customers are looking for, the problems they face when they use your services, the stages they go from the decision to consume something until they buy it, or the people who accompany them (and influence them) when they make decisions.
Customer interviews are a common mechanism for gathering the voice of the customer. Customer interviews are usually conducted one-on-one with an individual customer or with a small number of people from the same business or family unit.
Focus Groups involve a small number of people brought together with a moderator to focus on a specific product or topic. Focus groups aim at a discussion instead of on individual responses to formal questions and produce qualitative data.
Create customer profiles
Clients are the key to any business achieving success. No doubt. So obvious and so complicated at the same time. Knowing, classifying and empathizing with our customers or visitors will make us get ahead of their needs, developing a viable and profitable business.
When collecting information about your clients, pay close attention to all demographic and sociological data. These help to understand the age of your clients, their median income, their geographical location and even their cultural identity. These statistics will give you insights of great importance to your target audience and help your brand create specific customer profiles.
If we know the behavior of consumers, we can improve their shopping experience and thus better respond to their expectations.
Study their habits and comments on social networks
Who does not have an account on Facebook or Twitter today? If we ask around us for sure, there would be few people who would claim not to belong to any social network. Currently, social networks have become a channel of communication in which we not only relate to our family and friends, but we give our opinion on products, news, share photos, videos, thoughts, etc.
This is why social networks have a wealth of information about your customers. Study their habits to identify which channels they use most frequently and when. Agents will need to take the lead on these channels and engage in discussions with customers while quickly answering their questions. Your brand will have to record all the comments on your social networks. And social listening instruments will highlight other references to your brand on social and internet platforms.
Analyze all data sources
If you want to make changes in your organization, you need to do more than collect data, you must analyze the customer feedback to inform change and drive new approaches. This may sound simple, but you’d be surprised at how many organizations don’t do this simple step. It’s like running an experiment and never looking at the results.
The meticulous analysis of all the data is essential to obtain an overview of the needs of your customers. Make sure to consider all types of data you have collected. Comments on consumer opinion sites and blogs should not be overlooked. It is also extremely useful to analyze your customers’ browsing habits on your website and the keywords they use to search for products, in order to determine which web pages are of most interest. Similarly, surveys provide valuable insights into your customers’ experiences with your brand.
We can say that the better we know our customers, the more likely we are to have them satisfied and keep them loyal to our business.
Knowing and understanding customers is essential to generate better shopping experiences in business. This will boost sales and growth.
When you collect information about your customers, analyze both the data and the requested feedback directly. In order to understand how to make them the best service, it is fundamental to combine personal contact with the study of their habits.
Have you taken any action in your business to get to know your customers better?
Publish Date: September 10, 2018 5:00 AM
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams
|2.)||Acqueon Technologies Inc.|
Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878
|3.)||Call Tracking Metrics|
Automate insights from all your customer communications
There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park.
Use conversation analytics to:
• Build your ideal customer profile
• Optimize your sales and customer service processes
• Maximize your resources to focus on quality conversations
• Identify trends and customer sentiment in real-time
CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.
With CallFinder, you get…
100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
The days of ‘business as usual’ are a distant memory for most of the world. And when it comes to contact centers, balancing between contact channels, deciding which agent locations or teams are doing well, working out how your customer satisfaction is being impacted by the less-than-perfect work environments of ‘lockdown’ agents…leaders are often at a loss when trying to get such insights from their contact center data. As the technology and business landscape changes, so too must the contact center reporting and analytics solutions that power decision making and performance management. With the new release of Consilium UniInsight™, we have tried to deliver contact center reporting and op...
PH: (+61) 406 501 368
CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.
All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient
Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf
PLUS ! Automated extracts
for integration to third party applications.
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.
Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.
AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.
With DialogAnalytics, you can get a...
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.
1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The analytics dashboards are customized based on client needs. ethosAnalytics enables data-driven decisions in seconds or minutes - not days or weeks.
|12.)||Lieber & Associates|
Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.
PH: +61 (0) 3.9008.1700
With OpsTel VIEW™, you are able to monitor and immediately audit your agent profile data for accuracy and compliance across the entire contact center solution stack.
*OpsTel VIEW™ tracks down unused stale profile licenses and provides clients with detailed audits explaining their location, current and historical status
*Comprehensive audit across the enterprise, it only takes 10 minute
*Provides a view in to the data accuracy of agent profiles across multiple applications
*Drastically speeds up audit and validation processes
*Validates actions to implement for profile data integrity issues across multiple applications
*Can also assist in ensuring access level compliance...
SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.
Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.
Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.
Key the activities involved:
Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment
QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
We provide a complete end-to-end customer integrated offering powered by a Multichannel Intelligence Gateway which collects and inter-relates all customer interactions, from each and every customer contact across an entire contact centre ecosystem, all in real-time.
We also provide solutions for conversational and interaction analytics with solutions from our specialist portfolio.
Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"
PH: +1 613-521-1639
|How to Provide A Superior Customer Serving During the Holidays?||December 17, 2018 5:00 AM|
|The 6 Top Qualities of a Successful Sales Representative||December 10, 2018 5:00 AM|
|The 5 Phrases Customers Hate and Love to Hear||December 3, 2018 5:00 AM|
|Building Customer Loyalty: The Most Important Thing for Your Business||November 26, 2018 5:00 AM|
|Upset Customers: 4 Tips to Calm and Keep Calm||November 19, 2018 5:00 AM|
|The Individualization of the Customer Experience||November 12, 2018 5:00 AM|
|Business Process Outsourcing: An Important Development Lever||October 29, 2018 5:00 AM|
|How to Say No to A Customer: Difficult but Indispensable||October 22, 2018 5:00 AM|
|Virtual Assistants: What Are the Advantages for Companies?||October 15, 2018 5:00 AM|
|Empathy: A Vital Quality for Customer Service Agents||October 8, 2018 5:00 AM|