Advanced Voice of the Customer

Understanding the needs, expectations and problems of your customers is key to building brand loyalty and driving growth.

Contact centres and online chat services are major avenues to interact directly with customers. However, too often this information can be lost and crucial insights missed. Profusion’s Advanced Voice of the Customer solves this problem for you.

Traditional Voice of the Customer methods only use sentiment analysis. Advanced Voice of the Customer is different because we combine this powerful tool with text mining and topic modelling to give you unprecedented insights. Crucially, this solution is tailored to your company’s language and products and can be set up in as little as three weeks. The results are displayed in easy to understand and share dashboards.

We analyse live chats, social and community interactions to help you:

• Make customer-centric decisions
• View all customer touchpoints
• Understand the customer in their own words.

Through our in-depth reports, you can receive:

• Ongoing feedback, evaluation and training for your agents to improve services
• Identification of the pain-points your customers experience
• Data that can influence product development, marketing and business strategy
• Catalogue of insights: everything from when, where and how to offer live chat, to the impact of sales and promotions

You will also clearly be able to see our product working for you by measuring how it delivers increases in conversions, customer satisfaction and NPS scores, staff performance and the value of the insights we uncover.

All we need is access to data sources such as:

Chat transcripts, product taxonomy, survey data, transaction data, chat structures and events calendars

This solution is independent of your voice provider, so you know our reports and analysis will be unbiased. Our system can also grow and advance with you – adapting as your objectives change.