Analytics and business intelligence
Digital Customer Care Company uses IBM Watson's advanced text analysis software to collect feedback from your digital channels.
Analytics
As more and more consumers interact with businesses online, it is increasingly important to derive value from unstructured, textual feedback. Digital Customer Care Company uses IBM Watson’s advanced text analysis software to collect feedback from your digital channels. With this we analyse, among other things:
- self-service channels;
- notes from agents;
- survey results;
- customer sentiment;
- phone, chat, email, social and mobile interactions.
Converting data into opportunities for your organization
We boost your conversion rates with the data our sales and customer service experts collect. We do this 24 hours a day, 365 days a year!
Customer interactions are categorized based on automatically detected topics that allow us to search thousands of data points. With this we can not only identify the problems of your customers, but also see opportunities for loyalty, retention and sales. In concrete terms, we can:
- automatically sort and organize large collections of text;
- provide accurate data;
- provide a deeper insight into customer sentiment and quickly identify the root cause of any problems.
Business intelligence (BI)
Digital Customer Care Company uses Google Looker Studio (formerly: Google Data Studio) to gain clear insight into customer activities. With the help of this cloud tool, we take business reports to a higher level.
Digital Customer Care Company’s reporting capabilities allow you to understand your business in a whole new way. For example, you can:
- manage relevant data from multiple sources in a single application;
- explore associations in your data;
- enable social decision-making by working together securely and in real-time;
- visualize data with advanced graphics;
- search all data in one go;
- work with dynamic apps, dashboards and analysis tools;
- access, analyse and capture data from mobile devices.