Thanks to customer feedback, you can see that the companies that have the greatest satisfaction are also those with the best financial performances. you must therefore conclude that improving the customer experience is profitable for the company, especially when you can offer repetitive products and services, sell premium offers, play on the word of mouth of satisfied customers thanks to Small Business Voicemail Greeting.

Offer the expected quality of service and monitor the activity of its Customer Service. Punctual studies are interesting to analyze a specific point, and then check that the corrective actions put in place gave results a few weeks or months later. Generally, it is necessary to start by mapping a customer journey for a typical customer, with a ten point in the customer journey to handle the most frequent cases.

Following the analysis of this first customer journey, it is possible to use this principle to other personas and typologies of courses (eg shop, reseller, web.) to refine the customer experience.

For example one of our customer in telecommunications has mapped a dozen customer journeys with different hot satisfaction surveys, different according to the typology of customers (large account, SME.), with a real-time management of dissatisfaction. So they can analyze the different stages and see where it is or not, how to improve them both in the very short term, and then select priority improvement sites.

Thanks to hot surveys, it is possible to identify weak signals, good practices. via the analysis of customer comments. To avoid being overwhelmed by comment analysis, there are automated semantic analysis solutions. The principle of choice for adopting or not a semantic analysis solution is the following:

If you have less than 500 comments/month, you can do it manually. If you have more than 500 comments/month, it becomes profitable to use a semantic analysis tool. For satisfied customers, what are the elements that bring the most satisfaction. For unsatisfied customers, what are the most common and irritating reasons?

In addition to this macro analysis, what makes the difference is sometimes to identify weak signals, or good practices to generalize. These weak signals are things that some customers talk about and that make them very satisfied (or very dissatisfied), but whose small volume does not pay attention to them unless they have an analysis tool and Small Business Voicemail Greeting.

With automated semantic analysis, you can detect some very satisfied client cases, with atypical behavior that leads to an abnormal increase in satisfaction. For example, a delivery man who assembles the furniture and who then vacuumed to clean everything or a mechanic who sends an SMS when the car is ready.