Measuring customer social sentiment in 2017 is now a given. Organizations are using a combination of NLP (Natural Language Processing), AI and word spotting sentiment analysis solutions to measure sentiment and a bunch of other BI, analytics and reporting tools, to beautifully illustrate customer sentiment with the endeavor of getting to know their customers better.
While all that is a precondition to prosper in today’s world, it is certainly not enough.
Measuring social sentiment alone is NOT enough!
That’s why, not only will IST measure your customer’s sentiment and offer you invaluable analytic dashboards, but also offer you the next step down the line. IST will provide you with actionable intelligence; allowing you to act upon or ‘do something’ with the data you collect. In other words, customer comments will be more efficiently routed and acted upon.
The solution can determine whether comments are positive, neutral, negative or whether they contain questions. As a result, comments that are classified as negative or contain questions will be routed immediately. Aspect detection is another useful feature offered. Aspects or topics discussed in comments can be identified and sent to the agent with the skill set best suited to handle that interaction. This will essentially:
Decrease average handling time
Agents can now focus on resolving customer problems as they receive more information about comments/interactions and can therefore more quickly respond to them.
By reducing average handling time, you will be resolving your customer’s problems more efficiently and effectively.
Automating a dull task in your organization that is otherwise done at a much slower rate by agents which can be time consuming and costly.
Learn More about IST’s Sentiment Analysis Solution
ISTis an award-winning Customer Experience Systems Integrator dedicated to delivering powerful and innovative Customer Experience solutions within the Middle East and Turkey. Established in 2002, IST has rapidly grown to be the market leader and has earned the reputation for service quality, innovation and prompt project delivery. IST’s Expertise lies with integrating technology from industry leaders and is proud to be both Cisco ATP for Contact Center and a Genesys Gold Partner.
Source: IST Blogs