Join us to find ways on how you deliver a successful customer experience strategy in an omni-channel environment to increase customer satisfaction. We will be sharing how different systems are
Join us to learn how you can Increase Customer satisfaction in 2022. You’ll learn how to -Measure CX & Build a strategy that will help Increase Customer Satisfaction-Leverage automation to not
Listen to the webinar to find ways on how you build a successful Customer Experience strategy that can help you increase customer retention and improve agent engagement. You’ll learn how
5 Most Important KPI’s you Should be Using KPI’s (Key Performance Indicators) are adopted across the entire customer support industry. But what are they and why are they so important?
CX & Innovation Trends 2022 We surveyed customer support industry leaders and asked them about trends, innovations, operations etc. As expected they were able to deliver amazing insights. Our results
Top 10 Questions to Ask When You Hire Your Next Call Centre Representative Asking the applicant what they think working in a call centre looks like can help gauge their
AI has already fundamentally shifted our approach in many industries already. And customer service is no different. Experts believe in the coming years we will eventually reach a point where
The world and all of its industries have adapted to the technological changes and new era of information data. Well except for one – the customer service industry. They are
CRM tools are the foundation of any customer support team today. Many of these CRM’s include ways to track tickets, emails, chats and calls. The analytics provided by CRM’s help
CRM tools are the foundation of any customer support team today. Many of these CRM’s include ways to track tickets, emails, chats and calls. The analytics provided by CRM’s help measure service levels, such as Average Handle Time (AHT), Time to Respond etc., but is that enough to measure customer experience? Do these KPI’s truly depict the customer experience?
If you are able to respond to a customer in 1 hr, does that mean a customer is happy? Maybe?
Let’s not forget, this full conversation in your CRM still has to be analyzed to see if the customer is truly happy. But is it truly possible to analyze each conversation?
CRM’s do collect a lot of data, but the reality is that businesses are only using 2 – 5% of that data. Some of the manual processes like quality control or sending out surveys help get some insights on customer experience, but never truly provide the full picture of the customer experience.
At Summatti, we have generated a solution for those businesses that are in need of automated analysis for multiple communication channels. Without the hefty price tag and extensive time commitment, Summatti is able to directly integrate into your CRM, IVR, or ticketing system, to consolidate data collected from all channels customers use to interact with your company, into one accessible space. It is able to analyze 100% of your customer interactions and provide real-time, customized, and actionable insights to help your business make data-driven decisions that can impact your business greatly. This process can save up to 70% of quality control and data analytics time by removing the manual labour aspect of the equation, so your team can get back to doing what your team does best, growing your business and making your customers happy!
Want to explore more? Contact us and we can show you how Summatti may be right for your business!