VOICE OF CUSTOMER ANALYSIS SOLUTION

Gain valuable insights from Voice of the Customer data Analysis and improve CSAT score

ARE YOU FULLY LEVERAGING YOUR VOICE OF
THE CUSTOMER (VOC) DATA?

The answer for many companies is no. Your customers, directly and indirectly, share their feedback and opinions through various channels, sometimes via standard and obvious methods e.g., relationship and transactional surveys, chat feedbacks, emails, and sometimes non-traditional ways like engaging less with your product, not showing interest in your offerings, and making many calls at your customer service center.

 

Do you have a mechanism to capture all that data? Many companies roll out surveys, sometimes more than needed, hoping to capture some immediate insights. You might have gained some superficial level insights, but unless you have a data-driven way to really crunch the numbers and leverage the power of the unstructured data, there is a strong possibility that might overlook a lot of critical insights.

 

Few other companies who use analytics and gain deeper insights still do not have a methodical process of converting those insights into actions and close the loop with the customers. This essentially indicates that the process needs to be reengineered.

OUR CUSTOMER EXPERIENCE
OPTIMIZATION PROGRAM

Use Gramener’s proprietary tools and accelerators to build custom data applications analyze the Voice of Customer data. Mine actionable insights from visual dashboards that will help you to make decisions and put these insights to work.

We will also help you to make the customer journey process seamless and bring in the data culture within the company by demonstrating its value and can also help you craft your company’s data strategy.

This solution will also be beneficial if you have historic voice of customer data and you are trying to do analysis to solve an immediate issue like customer churn or intending to uncover what are some of the customers’ dissatisfaction drivers.

Amit Garg
VP – Analytics
How Can Gramener Help You?
“Gramener has been helping companies in improving their customers’ experience and reduce churn leveraging the CX solutions — working with and for many Fortune 500 companies. We will help you in curating your customers’ health scores and solidify the retention priorities and work with you to integrate this in your ecosystem. For more information, contact Amit Garg at amit.garg@gramener.com.”

OUR VOICE OF CUSTOMER ANALYSIS
APPROACH [A 5-STEP PLAN]

Collect Customer Feedback

Discover all potential areas where your customers are leaving feedback for you, such as surveys, website, call center record logs, financial and transactions data, and leverage ratings and open text comments

Assessment of Voice of Customer Data

Assess your current program structure, process, and data maturity and make recommendations as necessary to fill in the gaps

Analyze Voice of Customer Data

We use Advanced Analytics Technologies such as Regression/Classification techniques and Natural Language Processing (NLP) to mine the text data and deliver robust insights, highlight trends and tell you what is working and visualize opportunities for improvement

Visualize Voice of Customer Data

We help you design your Future State VoC program, create/integrate with existing dashboards

Link with Customer Experience RoI

We will also help you understand the linkage between the customer ratings/reviews to the financial outcomes. This information will also feed into the effectiveness of the current VoC program and will be used as input in setting up the new VoC program approach

BENEFITS OF IMPLEMENTING OUR VOICE OF
CUSTOMER ANALYSIS SOLUTION

There are many benefits of being able to gain more insights from customers at various points in their journey with your company.

 

  • The ability to fully leverage existing or historic data and take appropriate actions
  • The ability to ensure the customer’s voice is heard and leveraged as an ongoing part of the overall long-term customer experience
  • Redesign the VoC program for more powerful and impactful outcomes
  • Insights can be distributed to other groups, automated using Gramener’s proprietary technique ‘slidesense’ and delivered periodically to precise actions

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