Thousands of customers contact the companies mainly by phone. Understanding the topics and how to move the service to digital channels
A missing image of a clear understanding of custuomer communications that includes the needs and experiences of the customers.
The underlying reasons for the low customer experience scores of digital services are not clear.
Recurring themes in the feedback are not identified, so the themes are not utilized as a basis for the development of operations and customer experience.
Effortless analysis of even a massive customer call data and customer messages from digital channels on a single platform.
Secure and unbiased review of customer communications.
Identification of the key topics and areas for improvement from the feedback.
Improving the customer experience based on the observations.