Customer Experience
Wow your customers, make them want to stay.
The Contact Center has become a strategic element of every company no matter the sector, as it agglutinates key information like your customers’ feedback, concerns and complaints within millions of calls, emails, chats and other interactions.
Recordia® powers your organization with Speech and Sentiment Analysis Technology to deliver key information to correlate your customer satisfaction, dissatisfaction, complaints and inquiries to specific agents, products, services, promotions and policies to find out what works and what makes your customers complain or leave, allowing you to make data-driven decisions to innovate and rebuild your whole customer journey.
Design a smooth and effective customer journey and deliver an amazing brand experience
Awareness
Attract and engage more customers: Become a visionary, identify new market opportunities, customers behavioral patterns and the way to approach your value proposition that works the best to develop strategies to captivate potential customers.
Consideration and Purchase
Sales management: Collect data from your customers to refine your proposal and identify which of your sales techniques are making you close more deals to replicate them; best practices and scripts can be interiorized faster if the best techniques are recorded and transcribed.
Retention and Advocacy
Drive loyalty and reduce churn: Leverage on key information to address your customers dissatisfaction and churn rate. Build and coach a quality after-sales team with identified best practices and reshape products and processes to prevent customers leave.
Recordia® Technology
Speech Analytics
- Visual of the most mentioned words and categories.
- Ranking of the most mentioned words and the category they belong to.
- Evolution of occurrences over a set period.
- Silences and overlaps during each call.
Sentiment Analysis
- Agents’ performance ranking based on the satisfaction of their customers.
- Transcription and sentiment analysis of each intervention of a call.
- Overall daily and monthly customer satisfaction rates.
- Topics and categories that elicit the most positive and negative feelings.
- Silences and overlaps.
Transcription
- Highly accurate call transcriptions.
- Overlapping distinction.
- Informal register recognition.
FAQ’s
Can Recordia ® help me increase my low satisfaction levels and reduce the number of tickets?
Recordia® reveals areas of improvement and what causes the dissatisfaction, Recordia® brings information to agents, supervisors, or executives so they can create stronger strategies and plans to enhance processes, policies, products, and services.
If I improve my customer journey will my customer satisfaction rates increase?
Yes, if the customer journey is designed after having done a through analysis of the customer journey, corrected the parts of the process that were not working and creating frustration, and implemented innovations and improvements, if the product or service you sell is also under continuous review and improvement, it will be much more likely that satisfaction levels will be high.
Is it possible to improve my CX with AI?
Yes, it is especially useful for companies with a vast volume of interactions for Recordia® to index. By setting specific keywords and categories you can reveal dissatisfaction or risk and track your team and individual workers’ performance, becoming more aware of areas of improvement and which parts of the process are working fine, allowing you to readjust the whole customer journey.
Discover the power of Recordia® and unlock your full potential!
Our team of seasoned experts will guide you towards the best approach to overcome any obstacle with ease. Contact us now and experience the ultimate solution to all your needs!
Use Case
Find out more about our Quality Management in the Contact Center use case.
Use Cases
Learn more about Recordia® and its different use cases.