Customer Contact Intelligence
- Discover operational issues causing unnecessary customer contacts
- Visualise the cost of customer contacts
- Assign the ownership of the issues to the correct business units
SOME OF OUR CUSTOMERS
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Worrying figures show that contact centres are close to breaking point
According to a recent Censuswide study of 1000 contact centre leaders in the UK, US and Australia, companies are downright battling against rising contact volumes: as many as 59% agreed that contact volumes are spiralling beyond their capacity to handle them.
Improve efficiency and deliver
better service at lower cost
Identify operational issues generating customer contacts
Prioritise development actions based on the cost impact of issues
Reduce costs by reducing the total number of contacts
Discover the root causes for operational inefficiencies
Improve customer experience with less issues leading to contact
Improve employee experience in customer service
Customer contact analysis that drives efficiency
Aiwo captures data from your contact channels, analyses it and makes operational issues causing customer contacts visible to your decision makers. The analysis makes customer experience quantifiable and actionable.
Discover the root cause for customer contacts that
- increase costs
- can’t be turned into additional sales
- have a negative impact on both customer and employee experience.
Praises from professionals
Marika Ilmola
Head of Customer Service Operations
Ensin Palvelut Oy
“Aiwo has produced data that is very important to us, and the tool is sure to be put in good use! The data met our expectations, and it also provides absolutely brilliant reinforcements for the observations made by our customer team.”
Ian Golding
Global Customer Experience Specialist
Certified Customer Experience Professional
“Aiwo Customer Contact Intelligence is an incredible innovation to enable organisations to identify and highlight opportunities to eliminate unnecessary customer interaction.”
CUSTOMER REFERENCE STORY
Aiwo helps MTV achieve 6 figure increase in profit
“It has been amazing, how Aiwo turns something that was considered as a cost factor into something that is actually valuable for us”, said MTV’s Service Design Lead Jan Rosnell.
Visualise the savings potential of your customer contacts
According to Aiwo data 63% of all customer contacts are cost driving: those that create unnecessary costs, are rooted in operational inefficiencies and impair customer and employee experience. The volume varies depending on the industry from 40 percent to more than 70 percent.
Use Aiwo’s customer contact cost calculator to visualise your annual contact costs and their savings potential based on your industry.
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Ready to start increasing efficiency?
Customer contact intelligence serves many functions and roles. Please tell us more about your use case and we will contact you soon.
See how it works!
Book a time for a free demo and we’ll walk you though our dashboard and analytics.
