We handle more than 100 million conversations and interactions every year, which creates a mass of useful data: direct feedback from customers, indirect feedback through social media posts, or inferred data through customer contact patterns. But it’s our expert insight that really makes the difference.
Our range of advanced analytical techniques and software – including speech-, real-time social media data-, text- and value stream analytics with data science - enables us to draw on data from three different perspectives – customer contacts, account information and internal business data. That '3D' picture means we build up a richer functional picture of your business operations and customer needs, including, for example, the costs of serving a particular group of customers.
Our insight comes from multiple customer touchpoints, channels and platforms interactions. And our specialist software can provide real time analytics from social media to voice channels. We help you use this data to understand customer behaviours, pain points, trends and preferences to create actionable and focused improvements, including by product or service, that will deliver the most benefit. We then design customer-centric processes which ensure we always meet customer expectations at each touchpoint.
We primarily focus on:
- removing customer effort (cognitive, time, physical and emotional) from their overall journey, making it easy for them to do business with you
- eliminating failure demand, which removes unnecessary contacts and customer pain points
- identifying opportunities to wow your customers and create real competitive differentiation for your brand.
We can also use data to improve your back office reporting: we helped a general insurance client analyse the debt accrued from poor quality case management and reduce it from £50m to under £3m. This resulted in annual savings of £600k.