Beyond words in customer service quality
Feelingstream gives your quality and management teams the full picture — assess service quality, see the business from your customers' perspective, and make changes where they are needed most.
Enhance your customer service quality with
Automatic summary
Keep agents focused on helping more customers by automating documentation.
Data masking and anonymisation
Superior data security, from data masking through to full anonymisation.
Evaluate the conversation in detail
Measure silence, speaker tempo, and crosstalk in calls; response times and sentiment in chat — and much more.
Agent personal view
When agents see their own transcripts, statistics, and metrics, they are more motivated to perform against clear goals.
What you gain
- Know agent sentiment and vocabulary
- Discover your agents' most common words and phrases, and the sentiment behind them.
- Targeted training
- Direct time, money, and resources at the coaching that has an immediate effect.
- Achieve goals and KPIs
- Plan the steps to hit targets and monitor data over time to spot trends as they happen.
- More accurate notes
- Automatic summaries ensure consistent, reliable data in the system for future reference.
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Say you want to understand why customers often contact you about a specific topic. Your first step is to search for all customer contacts related to it.
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From your findings you get both an overview and rich insight into the topic — and where customer service could be made more efficient.
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Use that insight to reduce incoming calls by improving digital services or building a cohesive experience across channels.
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Save your searches as Stories, so you can monitor the impact of changes daily and stay ahead of any negative escalations.
See how Feelingstream drives quality
Book a demo and we'll show you what your customer conversations reveal.