A leading telecommunications provider in the US (internet, television and TV) with a subscriber base of over 28 million customers approached Firstsource to help understand the factors impacting their customer satisfaction levels.
Our First Customer Intelligence (FCI) analytics tool measures customer sentiment, emotions and behaviours across an omni-channel environment. Through FCI, we can bring structure to customer interactions and combine them with existing structured data to arrive at actionable insights. These are drawn from an in-depth, real-time analysis of customer engagement on voice and non-voice customer service channels.
70,000 chats analysed through text analytics revealed that the key reasons for customer contact were:
Our solution reduced customer effort, improved self-serve, and: