Knowledge is power, especially when it comes to customer experience. The more you know about your customers, what they want, what they need, and how you can help them, the better every interaction will be. The result? Happier customers, more confident agents, and an improved bottom line.
Text analytics is essential for customer interaction management at your contact center. It’s how you analyze text interactions with customers to extract insight into sentiment, emotion, problems, trends, language, and key phrases. From there, you can gain a holistic view of the customer experience and build a model for successful contact center operations.
Research estimates that around 80% of today’s enterprise data is unstructured. This disorganized data typically includes customer interactions — such as emails, instant messages, live chats, social media, etc. Extracting high-value insights from this unstructured text requires AI and real-time analysis to understand the meaning of human language.
With text analytics and natural language processing, you can detect and study important information about every customer interaction. This means that your contact center agents can:
And for your customers, this means greater satisfaction with every agent interaction. With the help of text analytics, they should realize:
Text analytics is all about reducing frustration for both agents and customers. It does this by giving your contact center agents the knowledge and assistance they need to handle anything that comes their way.
So, what exactly does this look like in action? How does text analytics contribute to customer interaction management —the process your contact center follows to handle all customer interactions?
When customers contact your company, they don’t want to deal with transfers or long delays while waiting for support or management interference. Text analytics provide real-time guidance to help agents navigate each customer interaction efficiently.
Here’s how it works:
If you only analyze your text conversations after the fact, you're leaving significant insights on the table. The most successful contact centers understand that proper customer care is about taking care of your customers while they’re interacting with your brand. And to do this well, you need real-time conversational guidance focused on your customers’ emotional needs. After all, a positive emotional experience directly translates to brand loyalty.
Text analytics' real-time monitoring uses AI to understand language patterns and intent. It does this by:
Understanding why your customers contact you and what is most important to them is key to customer interaction management. By getting to the root cause of your customer's problems and the negative behaviors of your contact center agents, you can begin to take steps toward improvement. The key is using text analytics to gain high-quality data about agent performance, repeat callers, and deeper issues.
Here’s how text analytics helps:
Text analytics is a vital component of the customer experience. The AI automates much of the analysis process, which means no matter how busy your support team gets, they can keep up with customer demands and prioritize interactions before things get out of hand. It is essential for customer interaction management and ensuring that every conversation goes well. And customer care plays a vital role in the bigger picture of your company’s success.
It’s only by understanding your customers’ needs that you can then implement the necessary adjustments to your contact center to make the most out of every conversation. And since high-quality customer service is critical to making the sale, it’s essential to your bottom line.
Looking for more ways to develop a customer-centric contact center?
The eBook, Actionable Ways to Improve Call Center Customer Experience & Customer Service, highlights the most common customer experience (CX) challenges for contact centers and provides best practices to help you create a successful CX strategy.