Gain Actionable Voice of the Customer Insights via Web Self-Service
Website visitors bring the gift of insight—with every question. You have everything to gain by understanding their inquiries, but too often, the value is lost in translation.
Usage reports for traditional self-service solutions like keyword and FAQ do not cut it. They fail to show whether questions were properly answered, as intended. They do not reveal questions that remain unaddressed.
As a result, your reporting is not an accurate reflection of the voices of your customers. You continually miss opportunities to learn about what your visitors want and need. Key decisions are based on a disorganized list of keyword search terms used, or an FAQ “hit rate.”
In contrast, our RealDialog solution captures and analyzes unfiltered and unbiased customer interaction transcripts across multiple channels. These actionable insights are gathered and organized in a meaningful array of reports. Your decisions stem from comprehensive insight on what matters most to them, so changes are high-impact.
RealDialog’s voice of the customer reporting reveals critical details such as:
- Unanticipated issues and questions
- Valuable competitor information
- Direct insights for improving the customer experience
- Numerous ideas for new products, services and enhancements
This invaluable feedback is easily shared across the enterprise, leading to new or improved products and services, and numerous competitive advantages. And by harnessing and viewing the latest questions and input, you can identify and address problem areas that could impact yourbrand(s).
Features and Capabilities
RealDialog is an excellent source of cross-channel, cross-lifecycle customer feedback because it can capture and analyze input from the multiple channels (voice, email, Web, and chat) and user types (prospect, customer, employee, contact center agent, or partner) it is set up to serve.
RealDialog analyzes and aggregates questions and “conversations,” word-for-word, grouping thousands of visitor inquiries into meaningful and manageable categories for reporting and continuous improvement. Topic summaries point out gaps in the knowledgebase. Full conversation transcripts help you gain great insight into individual customer opinions, perceptions, needs, and feelings.
RealDialog’s full interaction transcripts provide extensive, direct, unbiased, and detailed information needed to successfully develop, launch and promote new offerings. This data can prove far more relevant, current, valuable, and cost-effective than data obtained from expensive market surveys.
RealDialog’s reports provide detailed information about users’ questions, potential content holes, keyword analyses, popular topics, and more.
Direct insight into the voice of the customer helps marketing “tune in” to develop better messages, execute more successful campaigns, respond faster to opportunities, and outpace competitors.
Next steps:
View our article from CRM Magazine's Knowledge Management Best Practices: Winning the Moments of Truth: When it matters most, Knowledge Management protects and promotes your brand.
View our article from CRM Magazine's Knowledge Management Best Practices: What Every Marketer Should Know About Knowledge Management: How to increase conversion, retention, and revenue using conversational knowledge management technology.
Download our success story: Unilever—Consumer Packaged Goods Giant Leverages Knowledge Management Solution in Support of Over 90 Brands
Download the Strativity Group White Paper: Collaborative Customer Service: The Power of All. Optimizing your Service Strategy and Delivery for the New Reality.
