Customer Contact Intelligence
- Discover operational issues causing unnecessary customer contacts
- Visualise the cost of customer contacts
- Assign the ownership of customer issues to the correct business units
SOME OF OUR CUSTOMERS
Say Goodbye to Unnecessary Customer Contacts
Did you know, that more than 50% of the customer contacts made to your company’s customer service are due to your service not meeting your customers’ needs or related to issues that your customers are unable to solve by themselves.
These contacts are unnecessary as they cause frustration and dissatisfaction for your customer, and dealing with these contacts is time-consuming and costly for your company.
Great Potential to Improve Experience and Efficiency
72%
Telecommunications
55%
Retail
41%
services
The volume of unnecessary contacts from all incoming customer inquiries varies depending on the industry
from 40% to more than 70%!
Customer Contact Analysis That Drives Efficiency
Aiwo conducts real-time AI-analysis of incoming customer contacts from all channels. The analysis aims at identifying and tracking the root-cause of contacts that can be categorised as unnecessary. The data provided enables faster and more focused improvements.
Identifying and reducing the amount of unnecessary contacts results in significant cost savings and improves both efficiency and customer experience.
Unlock the Business Value of Your Customer Contacts
Reduce Call Volume:
Identify and resolve the root causes of customer issues at the source
Ensure Swift Resolution:
Assign customer issues to the right business units for efficient handling
Focus on What Matters: Prioritise development actions based on direct impact on the bottom line
Drive Efficiency:
Reduce overall customer contacts and streamline operations
Exceed Customer Experience:
Eliminate common pain points and enhance customer satisfaction
Empower Your Team:
Reduce repetitive customer contacts for more fulfilling interactions
Holistic and Detailed Insights to Improve Decision Making
For decision-makers, Aiwo provides a holistic and dynamic view of the biggest contact reasons and their direct costs to help set targets for efficiency improvements and cost-savings.
For operational roles, Aiwo provides detailed information that helps to plan and prioritise development actions needed – and data to demonstrate the business value of great customer 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.
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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.
