DATAORB FOR VALUE CREATION
Transition from Managing Support to Creating Value
Customers shouldn’t have to contact support for a known problem. Such issues should be proactively anticipated and addressed. Gain clear visibility into support interactions that are avoidable.
Aligning Organizational Focus for Value Creation
Modernize insight generation with AI, and eliminate the root causes of customer interactions that diminish value for both the customer and the organization.
DEMAND DRIVERS
Achieve comprehensive visibility into what drives demand in your contact center with DataOrb. Effortlessly classify and quantify customer interactions by intent, contact reason, and journey stage, without setting up keyword-based rules or taxonomies.
KNOW WHY
Analysis after the fact just doesn’t cut it. Quickly uncover the root causes of customer support demand, such as outdated policies, unclear communications, product quality issues, or confusing procedures leading to repeat contacts.
CREATE VALUE
Determine from day one the success or failure of your initiatives and understand the reasons. Leverage continuous insights based on customer scenarios to refine your communication strategies, product offerings, and sales tactics.
Successful Strategic Outcomes
Aligned with Value Creation
Identify and Address Value-Eroding Interactions
Truly deliver value at every touchpoint by eliminating support demand for repetitive issues.
Gain a clear understanding of negative demand drivers in support volume, such as interactions stemming from outdated policies, quality defects, or inefficient processes.
Tackle these root causes to permanently reduce costs and enhance the overall customer experience.
Tie Outcomes to Objectives and Prove Impact
Remove the mystery from your goals. Determine whether customers are adopting new journeys or if agents are promoting self-service.
Utilize early, directional insights from real customer scenarios for rapid iteration.
Continuous insights on resolution rates, repeat contacts, CSAT and DSAT drivers, and agent adherence to your initiatives across customer journey stages empower you to control successful outcomes.
Ensure Reinforcement Effectiveness by Tracking Repeat Contacts
Quantify frequent and repeat contacts across channels to diagnose and comprehend the root causes of unresolved customer scenarios requiring multiple touchpoints.
Proactively revise policies and update knowledge management systems to balance self-service and assisted channels, driving resolution and reducing avoidable repeat contacts.
Instantly answer the most important questions driving demand for assisted customer support services.
In which situations are customers transferred from self-service to assisted support?
When do agents typically need to consult with third parties?
What proportion of customer service demands are simple inquiries solvable by FAQs?
What trends are emerging in repeat contact rates, and why?
What are the underlying reasons behind customer scenarios driving demand for assisted channels?
Which customer scenarios frequently remain unresolved, and for what reasons?
