Understand the Voice of Your Customer
With the most accurate solution on the market
Sources of customer insight – emails, blogs, web forums, surveys, and customer service notes – are growing exponentially. The opportunity lies in being able to continuously find and mine this collective wisdom, converting first person customer feedback into First Person Intelligence™.
Attensity has the most comprehensive, accurate solution on the market today for understanding customer conversations. It transforms text in emails, web forums, surveys, CRM notes, and other sources into actionable information with native dashboarding capabilities that reveal sentiments and trends.
Attensity Voice of the Customer offerings include:
- Attensity Analyze : The most comprehensive, advanced solution for transforming customer customer conversations found in emails, web
forums, surveys, CRM notes, and other sources into actionable
information with native dashboarding capabilities that reveal
sentiments and trends. Attensity Analyze is available in several packages: Analyze OnDemand, Survey Advantage, Community Advantage, and Attensity Analyze for VOC Installable Edition.
- Attensity Cloud: A lightweight application to monitor millions of social media communications in near real-time, see buzz at a glance, and feed deeper analytics systems.
Uses of Voice of the Customer
Net Promoter and Performance Analysis
Understand the “why” behind customer satisfaction and Net
Promoter™ scores to determine what actions could be taken to improve
scores and drive customer loyalty. See at a glance why a certain store
is performing poorly, why a hotel property is getting poor ratings, or
why customer satisfaction with your latest phone has gone up over
previous models.
Sentiment Analysis
Understand how customers truly feel about
your company, brand, products, features, services, and offerings. Use
these insights to identify the top and emerging issues of unfiltered
customer sentiment that they might not articulate to you directly, but
might share with other customers and prospects in online forums and
blogs.
Call Center Optimization
Gain an early understanding of
emerging customer issues and trends and optimize call center activities
by mining the unstructured wisdom captured in support emails and call
center transcripts. By combining Voice of the Customer with Attensity's
Response Management
solution, you can not only mine emails, calls, and more -- but you can
also automate up to 100% of the processing of all text-based inbound
and outbound customer communications, reducing operational costs in
your contact center.
Launch Monitoring
Gain an early view on how new product
introductions are doing by understanding initial customer sentiment,
opinion and issues voiced about the new offering on forums, in emails,
and other sources. Use these early findings to make rapid changes and
see which messages "pop" most effectively -- safeguarding investments
and guaranteeing successful market launches.
Early Warning, Product Innovation and Quality Analysis
Uncover
issues with products and services as they first emerge and
proactively take immediate action to remedy them, translating into
hundreds of thousands dollars in potential savings to your company.
Identify what customers are telling you is wrong with your products,
feed the information back to product development and take immediate
corrective steps to improve the satisfaction of customers who have
experienced product issues. Transform customers into brand advocates as
they “see” their feedback reflected in your product innovations.
Fraud Detection
Identify and alert on fraudulent actions
captured during customer interactions. Preempt fraudulent activities
and mitigate risk.
Market Research Analysis
Analyze survey verbatim feedback to
get at the root cause of given scores and identify "cries for help" in
your survey responses and understand appropriate actions to mitigate
customer communicated issues. By proactively listening to desired
changes your customers are voicing, you can spark greater product
innovation and improved service delivery.
