Customer Satisfaction

High customer satisfaction is a critical metric for any enterprise. Keeping customers happy increases loyalty, builds brand recognition, and generates solid, dependable revenue. CallMiner Eureka! automatically tracks a variety of indicators of customer satisfaction - based not just on what they say, but also on how they say it.

Percentage Silence	Generic Churn	Tempo
Stress	Repeat Caller	Dissatisfaction Language
Hold Language	Significant Silence	Presence of Empathy
Competitive Mentions	Call Duration	Transfer Language

These are the indicators CallMiner Eureka! tracks out of the box. The solution can also be easily customized with additional indicators of customer satisfaction that are specific to an industry or a company.

Drilling Down to a Deeper Understanding of the Issues

Eureka! Discover normalizes and graphs these relevant call indicators to create an index of customer satisfaction, then presents it in a composite view of four key business indexes (Customer Satisfaction, Agent Quality, Sales Performance, and Marketing Effectiveness). You can drill down from this overview into Customer Satisfaction to do further research and analysis using Eureka! Analyze, Eureka! Search, and Eureka! Report.

Using Business Intelligence to Impact Business Value

Business managers concerned with tracking customer satisfaction now have the power to know when a customer is at risk of moving to a competitor. CallMiner Eureka! allows you to recognize these indicators in one individual or trend them across thousands of customers, helping to ensure that customer revenue stays home.

But how do you reduce the competitive risk in the first place? Satisfying customers' needs the first time, every time, is critical to maintaining loyalty. CallMiner Eureka! identifies why customers often make multiple calls to get resolution to an issue and shows business managers what’s driving this behavior. Identifying ways to increase first call resolution rates enhances the customer experience while lowering the costs associated with the call.

CallMiner Eureka! can identify where the problem lies if a customer expresses dissatisfaction on a call. Whether it is a billing issue, poor service, a competitive presence, or some other aspect of the customer experience, being able to see these trends provides you the ability to effect positive change and retain a customer who might otherwise be lost.