Social CRM and Voice of Customer Analytics Solution
In today's hyper-competitive business environment, companies must have active listening posts at all the customer touch points. The challenge is to monitor, extract, analyze and disseminate key insights from the unstructured (text) data gathered from all the touch points such as Contact Center, Retail Outlet and Social Media as well as surveys.
Social CRM and Voice of Customer Analytics solution from Metrica collects textual customer feedback data from various internal and external unstructured data sources and extracts sentiments relevant to the business. The solution aggregates social media messages from Facebook, Twitter and more than 10 domain specific forums. It allows the businesses to respond to customer complaints online in real-time.
The customer sentiment data can be combined and correlated with other operational metrics for holistic decision making to improve customer experience and loyalty.
Salient Features of the solution are:
- Integration with Disparate Customer Feedback (Text) Data sources - Surveys, Social Media, Quality Feedback and Consumer Feedback Forums
- Response and Sentiment Monitoring in a single interface
- Thread Tracking and Reporting
- Sentiment Aspect Analytics - Product, Price, Customer Care and other business aspects
- Integration with other channels like Contact Centre and IVR
- Service Benchmarking with competitors
Business Benefits of the solution are:
- Tracking of Customer Sentiments and Respond with Appropriate Programs Quickly
- Monitoring of Customer Pulse across Contact centre and Social Media Channels
- Improvement in CSAT score
- Reduction in Customer Churn
