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BEYOND WORDS IN CUSTOMER SERVICE QUALITY

Seamless customer service

Feelingstream provides your quality and management team the full picture of your business, allowing you to assess the quality of your customer service, see your business from the customers’ perspective and point you towards powerful opportunities and make changes where they are needed the most.

  • Higher NPS Scores
  • Happy customers
  • Improved Agent compliance
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quality - seamless customer service - Feelingstream

IMPROVE THE QUALITY OF CUSTOMER SERVICE

NOTICEABLE CHANGE IN
1MONTH
FOR AGENT QUALITY COMPLIANCE
SAVE
90%
TIME ON QUALITY MONITORING
ACCESS
100%
CUSTOMER CONVERSATIONS
REDUCE
30%
ACW WITH AUTOMATIC SUMMARY

HAPPY CUSTOMERS
ARE LOYAL

Did you know that happy customers with a positive experience in customer service buy five times more likely than unhappy customers? This is one more reason to make sure you are offering quality customer service. Watch our video.

ENHANCE YOUR CUSTOMER SERVICE QUALITY WITH...

AUTOMATIC SUMMARY

Keep agents focused on helping more customers when you automate documentation.  

DATA MASKING AND ANONYMISATION

Superior data security ranging from data masking to anonymisation. 

EVALUATE THE CONVERSATION IN DETAIL

We can measure the silence, the tempo of the speakers, and the crosstalk in calls. We can see how fast your agents respond to customers in chat and what sentiment each participant has. There’s much more. Ask us. 

AGENT PERSONAL VIEW

When agents are given the chance to look at their own call transcripts and listen to their calls, see the statistics and the metrics, they become more motivated to perform. You can set goals for them, and they can see their progress.

50 A4 PAGES OF TEXTS PER DAY!

This is the volume of spoken text customer service representatives (Agents) use when talking with customers every day! Excellent - please give our best wishes to your colleagues, because they deserve all the praise! You can also look at it as every Agent talking enough to fill a 100 page paperback book daily! !

This statistic has been calculated from more than 266 000 customer service calls in #Finnish.

Agent speech in customer service

BENEFITS

WHAT’S YOUR AGENTS' SENTIMENT OR VOCABULARY

You may think you know how your Agents speak to customers, but there is always more to discover. What are their most common words or phrases? What is their sentiment? Find out. 

TARGETED TRAINING

Identify training opportunities and direct your time, money, and resources on training that really matters and has an immediate effect.

ACHIEVE GOALS AND KPI'S

Better analytics enables you to effectively plan steps to meet business targets. Saving your searches and investigations allows you to monitor data over time and notice trends as they happen. 

MORE ACCURATE NOTE QUALITY

Automatic Summaries help to ensure consistent, accurate, and reliable data in the system for future reference.  

How it works - Feelingstream

HOW IT WORKS

  • Let's say you want to understand why customers often contact you with a specific topic. Your first step is to search for all customer contacts related to this topic.
  • On the basis of your findings, you get both an overview and rich insight into this topic and how your customer service can be made more efficient in that area.
  • Use this insight to reduce the number of incoming calls by making necessary changes, improving your digital services or developing a cohesive customer experience across all channels.
  • Save your searches as Stories so you can monitor the impact of your latest changes daily and stay ahead of any negative escalations.

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Beyond words in customer service!

It’s time to see the true potential of what analysing customer conversations can help you achieve.

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