Take control of measuring and managing your customer experiences across every touch point.
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What is Experience Management?

Experience is the new differentiator, and many of your customers are willing to pay more to receive the best service. Experience management tools allow you to capture tangible insights from customer feedback and interactions at every touch point, so you can monitor and manage your customers journeys and predict the effect of any business changes you implement. Meaning you can mitigate risks or boost positive sentiment, depending on the nature of the change. Plus, you can even use the same tool to boost agent engagement, through gamification, feedback, and other experiences.

Features

  • Interaction Feedback

    Many organisations will often request feedback from their customers in silos, or via specific channels, long after the interaction has occurred. Work with Natilik to capture feedback from your customers as soon as they have engaged with your business, empowering your team with the customer insights they need to continue to deliver exceptional experiences. If a problem arises that needs to be resolved, then you will have the understanding required to proactively engage with your customers as quickly as possible to receive rich feedback and rectify their concerns whilst the interaction is still fresh in their mind.

  • Customer Satisfaction Drivers

    From phone calls to digital channels, and post to physical visits, you can align feedback with your key CSAT measures to help identify where driving improvement within your organisation will have the highest impact on customer experiences." - might just be me but sentence feels quite lengthy and might benefit from being split up.

  • Predictive Analytics

    Use the power of artificial intelligence (AI), in particular machine learning (ML), to identify how small changes to key areas of your customer journey can benefit their experience and improve you net promoter (NPS) or customer satisfaction (CSAT) scores. Incorporate advanced machine learning models into the day-to-day operations of your contact centre to help you focus effort in areas that have the most impact, for example, identifying the impact reducing queue time might have on your NPS score and overall customer experience.

  • Advanced Analytics

    Gather insights into the performance of your contact centre and the voice of your customer by taking advantage of advanced speech and text analytics from Natilik. By identifying key terms that are frequently used by customers, checking agents fulfil compliance requirements and monitoring the sentiment of your customers, you can quickly identify unhappy customers or competitive risks that require immediate action. Work with Natilik to gather your speech and text analytics and make changes to improve your customer and agent experience and reduce operating costs by removing processes that are causing customer frustrations.

Benefits

  • Improve Customer Experience

    Identify actionable business insights from your experience management tools by listening to the voice of your customer and understanding where they might be getting frustrated with your operations and subsequently implementing strategies that include their feedback and keep them coming back to your business.

  • Increase Customer Loyalty

    Build strong relationships with your customers by constantly looking to elevate the customer experience, based on actionable responses to customer surveys. Ensuring they are more likely to be loyal to your brand, make repeat purchases and recommend your services or products to families, friends, or colleagues.

  • Boost Sales

    Listen to the feedback of your customers and continually improving their experience to increase the number of conversions and subsequent purchases made. Driving new customers and revenue through your contact centre.

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