Extracting Customer Sentiments: Turning Unhappy Customers into Happy Ones

Posted by VOZIQ on September 14th, 2015

Customer experience (good customer experience) is without a doubt one of the main keys to achieving competitive advantage. When consumers experience unsatisfactory service, and you fail to handle poor customer experience touch points properly, it is very likely that they would switch to a competitor without thinking twice. This is why it is important to apply text analytics when trying to make sense of what your consumers are thinking and feeling and determining what they want out of your service. Your customer interaction data, particularly those generated by your contact centers are invaluable in this context as they provide clearly defined opportunities that can help you identify the very causes of poor customer experience. This will also help you address their dissatisfaction more effectively and ultimately improve end-results.

Typically, companies use surveys along with consumer profile data (CRM generated information) in order to understand consumers. While this is a legitimate way to gain consumer insight, it also has its limitations because surveys only poll a random sample of consumers, hence the possibility of misleading results. Examining consumer profile data after the fact may also give a lot of input about consumer dissatisfaction and behavior. However, this means they cannot be acted upon until it's too late.

Oftentimes, survey results fall short of determining and identifying particular customer experience issues, thus failing to address specific problems. Moreover, results often don't define the reasons behind different dissatisfaction indicators, which means the root cause of pain points can't still be remedied. Results therefore, cannot practically be used to develop and implement actions around the real causes of poor consumer experiences.

This is where customer interaction plays a huge part. Now more than ever, consumers have the ability to interact and communicate with businesses using a wide range of channels. They can reach out to businesses using support calls, chat messages, emails, social media, websites, automated phone interactions, and even actual store visits. Customers turn to these channels in order to gain answers to their questions, voice their opinions, and ultimately be heard. These channels are therefore huge treasure troves of data that you can use to improve their experience and turn their expectations into reality. These channels are a rich mine of insights, about their experiences, behaviors, and pain points. Intelligence on these aspects of consumer experience is the first step to formulating ways to turn your unhappy customers into satisfied and fulfilled consumers.

About The Company:

VOZIQ is a Washington D.C. based technology company helping enterprise contact centers mine customer interactions to improve customer experience and contact center performance. Our managed analytics services offer benefits of synergy of cloud-based technology, proven solutions and a team of industry experts.

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VOZIQ
Joined: January 21st, 2015
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