Based on the study “Experience is Everything” published by the PWC consulting, only 38% of consumers state that the front-line representatives of companies, understand their needs, so evaluating C-Sat is important to measure strengths and areas of opportunity but it’s still not enough.
Speech & text Analytics assertively measures the quality of service, analyzes a sample of 30, 50 and up to 100% of non-human interactions and allows us to know the customers voice and identify, among other things:
- What are the causes of the interaction and the origin that generates them.
- Whether or not they are satisfied with the services and/or the product.
- Reasons why they prefer us over the competition.
