It’s one thing to have powerful data at your fingertips, it’s another to know what to do with it. The Tethr Effort Index (TEI), the market’s first machine learning-based, predictive customer effort score, not only scores effort, it shows you how to take action on what you discover.
Using TEI, you can weed out difficult, high-effort interactions from customers who are now likely to spread negative word of mouth, churn and leave for a competitor. In order to change the customer’s mind before it’s too late, Tethr can indicate when these interactions are taking place so you can give the customer a save offer, deploy a survey on how you can do better next time or simply reach out. Taking these steps can prevent churn and enhance loyalty.
The Tethr Effort Index can also help you drive down effort for systemic issues and monitor agent behaviors.
Remember, high-effort experiences are taking place during approximately 15 percent of customer interactions at any given time. TEI doesn’t leave anything to chance and scores each and every interaction that takes place.