Customer Service Operations: Discover the Voice of Your Customer with Speech & Text Analytics

According to the study titled “Experience is Everything”, published by renowned consulting firm PwC, a concerning insight was revealed: only 38% of consumers feel that company representatives truly understand their needs.

This finding highlights the importance of measuring customer satisfaction to clearly identify which aspects of customer service operations are being handled effectively and which require significant improvement. However, simply measuring satisfaction is not enough to gain a complete and deep understanding of the customer experience.

In this context, Speech & Text Analytics tools emerge as an innovative and effective solution. These technologies allow contact centers to accurately assess the quality of customer service by analyzing a sample ranging from 30%, 50%, or even up to 100% of interactions, all without human intervention. This comprehensive analysis provides a clear and detailed view of the voice of the customer, enabling the identification of several critical factors.

Among the insights that can be uncovered through Speech & Text Analytics are the specific reasons behind customer interactions, as well as the root causes driving those contacts.

Additionally, these tools help us understand why customers are satisfied or dissatisfied with the service or products offered. They also provide valuable information about why customers choose our services—or why they turn to competitors.

While measuring customer satisfaction is an important step, leveraging advanced technologies like Speech & Text Analytics is essential for gaining a more complete and detailed understanding of the customer experience.

This not only helps improve service quality, but also enables companies to better adapt to the needs and expectations of their customers, ensuring their loyalty and preference in an increasingly competitive market.